Refunds and Returns

Touchstone AV want you to be completely satisfied with all purchases made from us. In the unlikely event that you would like to return any item to us, please read and follow the instructions below carefully.

Unwanted Goods
Any ‘unwanted’ goods must be returned to us within 7 days of purchase for refund or store credit.

Touchstone AV will refund or credit the value of all returned unwanted goods, excluding the original delivery charges, providing the goods are unused and in a perfect saleable condition, in their original packaging, with no parts or packaging missing or damaged.
 
Any unwanted goods returned to us are strictly at your expense. This does not affect your legal rights.

If the goods do not reach us in a perfect, unused, saleable condition and/or in their original packaging, then your right to a full refund may be affected.

The returned parcel and its contents are your responsibility until they reach us. We therefore recommend that you send all items by registered post, retaining proof of postage.

Refunds will only be processed once the goods have been received and checked in to our warehouse.

All returns will be credited to you by the original method of payment.

Note: We aim to process all refunds within 28 days of receipt.

Refunds will not be given on any used products unless they are found to be faulty.

Should you wish to 'audition' a product prior to purchase please contact us to discuss this prior to purchase.

All items that are Special Order items are excluded from the money back policy. Please
contact us for further details. (*Exceptions)

Many of our products are special order items and will not be refunded or may be subject to a restocking charge if purchased for without prior authorization or agreement.

Faulty Items
We’ll do our best to resolve your issues as soon as possible. The way in which we solve your problem will depend on the nature of the fault and the available options. Some issues which appear as faults can often be solved with appropriate technical advice so please contact us if you are unsure.

Procedure
In the first instance please contact us on: 01202 477 276 or email
info@touchstoneav.co.uk with your intention to return your item and receive a returns number and the address to send the item to.

Please mark your return with your returns number (e.g.. RMA1549) complete with your name and address stating any fault or problem with your item.

Returns Refusal
Items returned to us that do not meet our stated returns criteria will not be processed and you will be asked to arrange collection from us.

*Exceptions
The following items cannot be returned:

Damaged items
All products and Equipment sent buy us must be checked for condition within 48 Hours.
Any damaged items must be reported within 48 Hours of delivery on: 01202 477 276
If the box or packaging looks damaged or you are unsure of the condition of the item please
sign for your item as damaged or unchecked
 
Please don’t send anything until you hear from us. When sending your item clearly indicate the returns number on the address label and make sure the senders address is attached to the package.

Items without a valid returns number will be rejected. Where postage has been left unpaid (or underpaid) the delivery will not be collected and may eventually be returned to you via Royal Mail. Royal Mail may also dispose of such items where a return address is not provided.

These terms and conditions may be subject to change at short notice - Touchstone AV retain the right to change this policy.

If you have any comments or queries in connection with our returns and refunds policy, please
click here to email us.