Product Returns and Refunds

This policy covers products purchased online from Soundproofing UK Ltd. Installation services are covered by the terms provided with your quotation. Nothing in this policy limits your statutory rights.

Changing your mind

If you are purchasing as a consumer, you can cancel an eligible online order without giving a reason. Tell us within 14 days after the day you receive your goods. If an order is delivered in separate instalments, this period generally starts after the last item arrives.

You then have a further 14 days from notifying us to send the goods back.

To cancel, email fitting@soundproofinguk.co.uk or call 01737 373 463. Please provide your name, order number and the items you wish to return.

Returning your goods

Please contact fitting@soundproofinguk.co.uk or call 01737 373 463 before returning goods so we can coordinate collection or receipt. This does not affect your statutory cancellation deadlines.

For change-of-mind returns, you can choose:

• Collection by Soundproofing UK: We offer collection within our delivery area for £40 per collection. Contact us to arrange a suitable date. Goods must be securely packaged and ready for loading at an accessible collection point.

• Your own courier: You may arrange and pay for a suitable courier. The courier sets its own charges; our £40 collection price does not apply.

• Return goods yourself: You may bring goods to our warehouse by prior arrangement. We do not charge a return transport fee for customer drop-offs.

Return address:

Soundproofing UK Ltd
Unit A11, Sutton Business Centre
Restor Way
Wallington
SM6 7AH

Our £40 collection charge is separate from any refund of the original delivery charge due when you cancel an eligible order.

For faulty, damaged-on-delivery or incorrectly supplied goods, contact us to arrange a suitable return. We cover reasonable necessary return costs in these cases.

For change-of-mind returns, you are responsible for the direct return transport costs. For bulky goods that cannot normally be returned by post, our estimated return transport cost is £40 per order. Actual courier charges may differ depending on the size, weight and collection location. We do not provide a prepaid return label.

Pack goods securely for transport and retain proof of dispatch.

Condition of returned goods

You may inspect goods as you would in a shop. Please retain the original packaging where possible.

We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. This can include installing, cutting or otherwise altering products.

We do not charge a restocking fee for exercising your statutory cancellation rights.

Custom-sized and bespoke panels

The change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, including panels manufactured to your requested dimensions.

This exception does not affect your rights where goods are faulty, damaged on delivery or not as described.

Faulty, damaged or incorrect goods

Contact us as soon as you discover a problem, providing your order details and, where practical, photographs.

We will arrange an appropriate remedy in accordance with your statutory rights. Where goods are faulty, damaged on delivery or incorrectly supplied, we will cover reasonable necessary return costs. Contact us so we can agree a suitable return method.

Refunds

For eligible change-of-mind cancellations, we will refund you within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier.

If you cancel the entire order, we will also refund the standard outward delivery charge. Any additional amount paid for a premium delivery service is not refundable under the standard cancellation right.

Refunds will use the original payment method unless we agree otherwise. We will not charge a refund processing fee.

Business purchases

The statutory change-of-mind cancellation rights described above apply to consumers. If you purchased for business purposes, contact us to discuss a return under your agreed supply terms. Your applicable rights regarding faulty or incorrectly supplied goods remain unaffected.