GUARANTEES, Returns and Refunds

How To Make A Return - Step by Step

1. If the return is not a warranty claim please first check that your return meets the conditions in our Returns Policy .
2. Send us an email via the Contact Us page to notify us that you would like to return an item. When you email us please let us know your order number. We will confirm the return by email (normally within 48hrs).
3. Wait for a confirmation email from our customer service helpdesk giving instructions on how to return the item and where to post it - we will normally be in touch within 48 hours (during the week).
4. Package the item well with all original packaging materials and mark the parcel with your return reference number (this will be your helpdesk ticket ID) and if possible include a note with your name inside (a printout of our helpdesk email is ideal).
5. Post the item back to us. HiFi Headphones does not accept liability for goods damaged in transit while being returned, so please return using an insured delivery service (Royal Mail First Class is insured upto a maximum of £39 - Royal Mail Standard Parcels can be insured upto £500).
6. Once we receive the returned item(s) we will notify you and either send a replacement (subject to availability), offer a credit towards another purchase or issue a refund to the credit/debit card used to make the order.

Returns Policy - Our 30 Day Money Back Guarantee

30 Day Money Back Guarantee - In addition to standard warranties and your statutory rights, we offer a 30 day money back guarantee on all products purchased from hifiheadphones.co.uk.

You Must Take Reasonable Care Of The Goods - During the evaluation of the product it is expected that you take reasonable care of the goods (as you would when examining the product in a shop).  In-ear earphones, microphones, ear plugs and other products that have contact with the ear, nose or mouth we define that reasonable care means you are should not break the hygiene seal and try them out.

You are obliged by law to take reasonable care of the goods whilst they are in your possession. We will not consider that you have taken reasonable care of the goods if they have been used in a way or to an extent beyond what would be reasonable when examining the goods in a shop before purchase. 

The goods must be returned with the original manufacturer's packaging (which shall not be defaced or damaged) complete with accessories, manuals, documentation, plastic bags, warranty cards, tie wraps, and any other little bits or pieces that originally came with the product. 

Items Ordered In Error - Upon receipt of your order please check you have ordered the correct item before opening the packaging, as we will not always be able to accept returns for items ordered in error if the packaging is damaged.  It is your duty to take reasonable care of the item (as you would in a shop) while you evaluate the product.

Returning Products That Raise Hygiene Concerns - Products that have contact with the ear, nose or throat can only be returned for a full refund if sent back with hygiene seals unbroken and in unused condition (you must exercise reasonable care when evaluating the product as you would in a shop).

It is our aim that customers are 100% satisfied with all products purchased at HiFi Headphones.  Therefore, we understand that customers may be dissatisfied with the performance of products that raise hygiene concerns after they have tried them out.  If this is the case please contact us and we may be able to offer credit for another purchase (subject to inspection of the returned product) or to purchase the product back as second hand (taking into account that we would need to dispose of the item as B grade in our clearance area).

Letting Us Know You Want To Return - If you wish to return a product for refund, you must notify us that you wish to cancel your order within 14 days and the item must be returned to us within 30 days of receipt of goods. You must notify us within 14 days from the date of receipt of the goods that you wish to cancel the order by giving notice in a letter, fax or email.

Exceptions To This Guarantee - Any and all products returned to us after the 30 day return/exchange period has expired cannot be accepted by HiFi Headphones under any circumstances and will be returned to the customer (at the customer's expense) without a refund.

Except in the case of faulty goods, returned items not complying with these requirements will be rejected. No refund will be made if the goods are returned physically damaged, marked and or without original packaging.

Products that have been damaged by the customer which require more cost to repair than the wholesale value of the product will be returned to the customer without a refund at their expense, regardless of when it was returned.

By making any purchase at HiFi Headphones, you hereby agree to abide by the conditions and terms of the above stated Returns Policy and 30 Day Money Back Guarantee.

Guarantee Policy

HiFi Headphones is an authorised dealer for the products we offer for sale.  All of the products sold on the HiFi Headphones website are genuine products sourced from an official UK distributor or direct from the manufacturer.

Products purchased from HiFi Headphones are supplied with a 12 month guarantee (or 3 months for B-grade, ex-demo and second hand items).

The manufacturer's warranties are limited to physical defects in the materials, parts and workmanship used in making the product. Abnormal conditions, deliberate abuse and damage due to accidents, operator's error, or unauthorised service attempts are excluded from any warranty claims. 

For items that arrive faulty we will refund your return postage.  If the item is a warranty return after a period of more than 30 days you will need to arrange for the item to be returned to us safely at your own cost (make sure to use a delivery service with sufficient insurance).

If the product you have purchased from us is faulty within the warranty period please contact us via email or call us on 01903 768910 to request an RMA returns number.  We will open a helpdesk service ticket to track your return (the ticket ID will be your return reference and should be quoted in all correspondence with us).

International Returns & Warranty

Please note that we are not able to refund return shipping on international orders.