Returns and Refunds Policy
Version 1.0
Effective date: 22 July 2026
At Jordan Acoustics, we want you to be completely satisfied with your purchase. This policy explains how cancellations, returns, refunds and faulty products are handled.
Nothing in this policy affects your statutory rights.
1. Online, Telephone and Email Orders
When you purchase Goods as a Consumer through our website, by telephone or by email, you will normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days beginning the day after you, or a person nominated by you, receives the Goods.
Where a single order is delivered in separate parts, the cancellation period begins the day after the final part is received.
To cancel, contact us using the details at the end of this policy and provide:
- your name and contact details;
- your order or invoice number;
- details of the Goods you wish to return; and
- confirmation that you are exercising your cancellation right.
You must return the Goods without undue delay and no later than 14 days after notifying us of the cancellation.
2. Condition of Returned Goods
You may inspect Goods in the same way that you reasonably could in a shop.
Please take reasonable care of the Goods while they are in your possession and return them with all supplied accessories, manuals, remote controls, cables and other items.
Where possible, goods should be returned in their original packaging. High-value audio equipment is particularly vulnerable to damage in transit, so it must be securely and appropriately packaged.
We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and operation of the Goods.
This may include damage, excessive use, missing accessories or marks caused during installation or handling.
3. Return Costs
Unless the Goods are faulty, damaged, incorrectly supplied or not as described, you are responsible for the cost of returning them.
Please do not send any product back until you have contacted us and received return instructions.
For large, heavy, fragile or high-value products, we may offer to arrange collection. Any collection charge will be confirmed before the collection is booked and may be deducted from the refund where permitted by law.
You remain responsible for the Goods until they are safely received by us. We therefore recommend using an insured and trackable delivery service appropriate to the value of the Goods.
4. Refunds for Cancelled Distance Orders
Where you validly cancel an online, telephone or email order, we will refund:
- the price paid for the returned Goods; and
- the cost of our least expensive standard delivery service, where required by law.
If you selected an enhanced or more expensive delivery service, the additional delivery cost will not normally be refunded.
We may withhold the refund until we have received the Goods back or you provide evidence that they have been returned, whichever occurs first.
Refunds will be made without undue delay and normally within 14 days of receiving the returned Goods or satisfactory evidence of return.
Refunds will usually be made to the original payment method.
5. Products That Cannot Normally Be Cancelled
The statutory right to cancel a distance order does not apply to certain products, including:
- products made to your specifications;
- products personalised or customised specifically for you;
- bespoke finishes or configurations produced to your requirements;
- sealed audio, video or computer software once unsealed;
- digital content where supply has begun with your express consent and acknowledgement that the cancellation right will be lost; and
- any other Goods excluded from cancellation rights by applicable law.
A product is not necessarily excluded simply because we do not normally hold it in stock or have ordered it from a manufacturer for you.
We will make it clear before accepting your order where we believe a product is genuinely bespoke, personalised or otherwise excluded from the statutory cancellation right.
These exclusions do not affect your rights where Goods are faulty, damaged, incorrectly supplied or not as described.
6. Purchases Made In Store
Purchases completed and paid for in one of our stores do not normally carry a statutory right to cancel merely because you have changed your mind.
We may, at our discretion, agree to accept an unused in-store purchase for return or exchange. Any goodwill return will depend upon:
- the condition of the Goods;
- whether the Goods are complete;
- whether the original packaging is available;
- the nature and value of the product;
- whether it was specially obtained or configured for you; and
- how long has passed since the purchase.
Any goodwill return must be agreed by Jordan Acoustics in advance and may be subject to reasonable collection, inspection or restocking costs where lawful and clearly agreed.
Accepting one goodwill return does not create an obligation to accept future returns.
Your statutory rights remain unaffected where Goods are faulty, not as described or otherwise fail to meet the requirements of the Consumer Rights Act 2015.
7. Orders Discussed by Email but Completed In Store
An email enquiry, quotation or product discussion does not by itself make a purchase a distance sale.
Where the customer makes the final purchasing decision and completes the contract in store, the purchase will normally be treated as an in-store sale.
Where the contract was already concluded by email, telephone or online before the customer attended the store, it may instead be treated as a distance sale, even where payment or collection subsequently takes place in store.
We will consider the circumstances in which the contract was formed when determining the applicable cancellation rights.
8. Faulty, Damaged or Incorrect Goods
Goods supplied by Jordan Acoustics must be of satisfactory quality, fit for their intended purpose where that purpose has been made known to us, and as described.
Please inspect your order as soon as reasonably practicable and contact us promptly if:
- the Goods arrive damaged;
- an item is missing;
- you receive the wrong product;
- the Goods develop a fault; or
- the Goods do not match their description.
Consumers may have a short-term right to reject faulty Goods within the first 30 days, subject to the Consumer Rights Act 2015 and the circumstances of the case.
After that period, we may be entitled to inspect the Goods and offer a repair or replacement before a refund or price reduction becomes available.
We may ask for photographs, diagnostic information or other reasonable details before arranging a return. We may also inspect or test the goods or refer them to the manufacturer or authorised service agent.
This inspection process will not affect your statutory rights.
Where Goods are confirmed to be faulty, damaged on delivery, incorrectly supplied or not as described, Jordan Acoustics will bear reasonable return or collection costs.
Please contact us before arranging your own return transport, particularly for large, fragile or high-value equipment.
9. Manufacturer Warranties
Many products include a manufacturer’s warranty in addition to your statutory rights.
Warranty periods and conditions vary between manufacturers and products. A manufacturer may require inspection, repair or servicing through an authorised service centre.
Where appropriate, Jordan Acoustics will assist with a valid warranty claim. However, manufacturer warranties are governed by the manufacturer’s own terms and conditions.
A manufacturer’s warranty is additional to, and does not replace or restrict, your statutory rights against Jordan Acoustics as the retailer.
10. Ex-Demonstration and Pre-Owned Products
Ex-demonstration and pre-owned products may show reasonable signs of prior use.
We will describe their condition and identify any material marks, missing accessories or limitations before purchase wherever reasonably possible.
Any fault or characteristic specifically drawn to your attention before purchase will not normally make the Goods unsatisfactory because of that disclosed issue alone.
Your remaining statutory rights continue to apply.
11. Installed and Configured Products
Before returning installed or configured equipment, please contact us.
You must not uninstall heavy, fragile, mains-connected or professionally installed equipment where doing so could create a risk of injury or damage.
Where Jordan Acoustics is asked to uninstall or collect non-faulty Goods following a valid cancellation, reasonable service or collection charges may apply where permitted by law and disclosed to you.
Charges will not be imposed where doing so would unlawfully restrict your statutory rights.
You should remove passwords, account credentials and personal data from streamers, music servers, network products, computers, storage devices and other connected equipment before returning them.
12. Finance Purchases
Where Goods were purchased using a finance agreement, any cancellation, return or refund may also need to be processed through the finance provider.
Please contact Jordan Acoustics before cancelling payments or contacting the finance provider so that we can explain the correct procedure.
Your rights under applicable consumer credit legislation are not affected.
13. Business Customers
The statutory consumer cancellation rights described in this policy apply only to Consumers purchasing wholly or mainly for purposes outside their trade, business, craft or profession.
Returns by Business Customers are governed by the applicable contract, quotation, invoice and Jordan Acoustics Terms and Conditions of Sale and Supply.
Unless Goods are faulty or otherwise agreed in writing, Business Customer returns are accepted only at our discretion.
14. How to Request a Return
To request a cancellation, return, repair or warranty assessment, please contact:
Jordan Acoustics Ltd
Email: ask@jordanacoustics.co.uk
Telephone: 01202 911886
Website: www.jordanacoustics.co.uk
Please include your order or invoice number and a clear description of the reason for the return.
We will provide the appropriate return address, collection options and any packaging or transport instructions.
Goods must not be returned to Jordan Acoustics without prior authorisation.
15. Relationship With Our Terms and Conditions
This Returns and Refunds Policy should be read alongside the Jordan Acoustics Terms and Conditions of Sale and Supply.
Where this policy provides rights required by law, those rights will apply regardless of any inconsistent wording elsewhere.
We may update this policy from time to time. The version applicable to your purchase will normally be the version in force when the Contract was formed.