Our Returns Policy
How do I set up a return and what governs your returns policy?
Setting up a return.....
Log in to your account on our website. Go to the My Account section. When in this section go to the Returns Tab under which it takes you through a step by step process for setting up a return.
Before you do this please ensure you have any relevant serial numbers. Please also ensure that you select the most accurate reason for needing to return the item. This could completely alter the way your return is handled and it's eventual authorisation so it is very important.
Once you have set up the return putting as full as a description of the problems or reason for return as possible you will receive confirmation that you return has been set up. In certain circumstances you may also receive an automated email advising you of what you need to do next. If not then we will email you shortly with further information or instructions so please ensure you check your email regularly and have firstname.lastname@example.org added to your email safe list!
If you have any problems with any of the above then either email email@example.com or call 08708 409060 and ask for Returns. However, the best way to organise a return is on-line!
Below are laid out some details of what rules and regulations we work within when dealing with your return. Please note that below is basically a summary of your statutory rights as outlined by the Distance Selling Regulations and the Sales of Goods Act. There are links to both pieces of legislation below as well as links to some other organisations such as the Office Of Fair Trade, Citizens Advice and Trading Standards. If you have any queries or questions about the information laid out below then please contact them to discuss.
http://www.opsi.gov.uk/si/si2000/20002334.htm - The Consumer Protection (Distance Selling) Regulations 2000
http://www.opsi.gov.uk/si/si2002/20023045.htm - The Sale and Supply of Goods to Consumers Regulations 2002
Free advice from:
What is your returns 'policy' and procedure?
Please note that what follows is a summary of the above legislation and is in no way designed to be a complete or exhaustive set of rules and regulations. That is why we have included the above details so that you can get these if you need them.
Customers have 14 calendar days starting the day they received their products to register their request to return an item or items under 'cooling off' legislation.
Goods should be returned to Dolphin Music with their original packaging. Dolphin Music will not be held responsible for any damages incurred in returning goods to us. The condition of the goods will remain the customer's responsibility until goods have been booked in and assessed by Dolphin Music.
Any return labels should not be placed directly on the item packaging. Please wrap any items to be returned in a protective layer and place any labels on this outer packaging.
Certain Items are illegible from being able to be returned under 'cooling off' period legislation namely:
- All microphones, any in-ear earphones, or in-ear monitors, and any other items that touch your mouth, your nose, or your inner ear cannot be returned for refund under 'cooling off' period legislation once opened due to our health and safety policy.
- Goods ordered specifically to meet a customer's requirements cannot be returned under the 'cooling off' period legislation, for example, a bespoke computer system.
- Software, media, sample CD’s and any other copyrighted goods cannot be returned for refund under the 'cooling off' period legislation. If available please utilize online trial periods before purchasing your order.
- Hardware and software bundled products (such as NI Guitar Rig - Kontrol Edition, Traktor Scratch or Digidesign products) can not be returned under the 'cooling off' period legislation . If available please utilize online trial periods before purchasing your order.
If a product develops a fault within 30 days of receipt then a customer can request either:
The return of the product for a refund
The repair of the product
The replacement of the product
Or a reasonable amount of compensation (less than the cost of repair or replacement – at our discretion)
However, which we would opt for depends on the cost of doing each of these actions and we can decline a specific course of action based on cost.
Whichever remedy we chose would be without significant inconvenience to the customer and would be taken in to consideration.
If neither repair or replacement is realistically possible customer can request a partial or full refund. A full refund may not be reasonable if the customer has received some benefit from the unit before the problem appeared and the refund given would be in proportion to the amount of use they had from the unit before the problem occurred.
If faulty items are returned to us with missing parts/items/accessories, significant or cosmetic damage or unreasonable wear we reserve the right to repair the product under the manufacturers warranty and return it to you the customer, rather than issue a replacement or credit note.
After a customer has had an item for 30 days we will always look to get it repaired as long as this is without significant inconvenience to the customer. We would look for all repairs to be competed within 21 days of receipt as a guideline.
If a customer orders outside of the United Kingdom, Dolphin Music will cover or reimburse postage costs back to the United Kingdom should a product develop a fault in the first 30 days. After 30 days of purchase the customer would be required to arrange or pay for the return of a product to us or would be advised to seek manufacturer support in their native or local state.
Should a product fail after or outside of its warranty has expired, the customer would be required to seek support from the manufacturer or supplier. In cases where this is not possible Dolphin will at its discretion charge an administration fee of £10 plus 20% of the initial repair cost to the product. Customers will also be required to cover any carriage charges.
All of these regulations relate to Consumers - these are cited as people who are "buying for purposes not related to their trade, business or profession" and these regulations are not open to non consumers.
If a product is bought for use in a business environment, been bought for use as part of someone's work then this needs to be pursued through normal business to business sale of goods contract disputes.
Consumers can not expect us to provide redress if they have misused the products - through improper use, incompatible accessories etc
Please note that in the event of cancellation under the cooling off period you the consumer is responsible for the cost of returning the goods to us at their own expense. If you ask us to collect the goods then we can collect the cost of doing so from you, the consumer. If however, cancellation is a result of products being faulty then this does not apply.
Once notification of cancellation has been received then ownership of the goods passes back to the supplier. The consumer does however still have responsibility to ensure that the goods can be returned to us to be sold as new. This means that consumers have an obligation to get the goods back to us in as new condition.
Please once again note that this list is by no means exhaustive or complete – there may be other circumstances under the regulations which prevent you from returning the goods you are ordering from us. We strongly suggest that you contact either ourselves or one of the regulatory bodies to confirm your position before purchase if you are in any way concerned.
Exclusion of Expressed or Implied Warranties
Whilst we take the utmost care to ensure complete compatibility between hardware and software products and endeavour to configure all equipment to the customers requirements, due to the frequent changes and continual upgrading of software and associated drivers we are unable to guarantee compatibility between the two. Should however, a compatibility issue arise we will endeavour to solve the problem, but in the event that we are unable to do so we cannot accept any liability for consequential loss.
What should I do if my order is missing a part or parts?
Please see the FAQ above entitled "What do I need to do if an order I have received is damaged or one of the items on the delivery note does not appear to have arrived with me or is not what I have ordered?
There are also a lot of other bits of information with regard to our returns policy and what happens below. Please make sure you look through these below as they are very important.
Collections: Please note that even if we arrange and pay for the collection of your goods it is you, the customer, who is reponsibile for making sure they are packaged sufficiently and safely to get to their destination. If goods arrive with any marks, damage or faults with them that were not reported to us before they were shipped then you will be held liable for the cost of fixing or repairing these problems.