Frequently asked questions
- When will payment be charged to my order?
- When can I expect to receive my goods?
- What should I do if my items are damaged when they arrive?
- What should I do if my equipment is faulty?
- Can I cancel my order or return my goods?
- When will payment be charged to my order?
- If your item(s) is in stock payment will be charged in full at the time that your order is processed. If your item(s) is out of stock, we will contact you to advise of a possible manufacturer order, and payment will not be taken unless you are happy to go ahead with the order
- When can I expect to receive my goods?
For items that we have in stock (over 5,000 different products at any one time), we will despatch your order the same day, providing you order before 2pm. The goods will be delivered to you on the next working day, i.e. Monday to Friday excluding bank holidays, unless you have paid for Saturday delivery, in which case the goods will arrive on the next Saturday.
If you place an order on the site and we do not have stock, we will contact you by email within one working day to let you know how long you can expect to wait.
- What should I do if my items are damaged when they arrive?
Please write the word 'damaged' on the courier's delivery note, and notify our Service team here within 48 hours. We will then arrange for our courier to collect the damaged item.
A collection can be arranged from a UK mainland address other than the delivery address if it is more convenient. If the item is found to be damaged, we will replace it with a new unit (stock availability allowing) and deliver it to you by courier free of charge.
- What should I do if my equipment is faulty?
If you think your equipment may be faulty when it arrives, or if it develops a fault during the guarantee period, please firstly double check the user manual. The problem may be due to a part of the operation of the equipment of which you were previously unaware. If there is still a problem, please email our Service Department here.
Once the item has been returned to us, our service engineers will test the item to confirm the fault. If the item is returned in 'as new' condition, with all accessories and packaging and deemed to be faulty as a result of a manufacturing defect; within 3 months of purchase for regular stock items, or 1 month of purchase for specially ordered items, we will replace the product with a new unit, which we will deliver to you by courier free of charge to a UK mainland address.
If the fault is deemed to be the result of 'misuse', for example, where speakers have blown due to being overdriven (whether accidentally or not), or where the item has been dropped or had liquid spilt in it etc, then this will be deemed to be a non-warranty repair. Items that are subject to mechanical wear are not usually covered by warranty, e.g. speaker cones, DJ mixer crossfaders etc.
- Can I cancel my order or return my goods?
Not if you purchased in-store or visited the store to discuss your purchase.
If you ordered by phone or internet and have not visited the store to discuss your purchase, you can request to cancel your purchase up to seven working days after delivery by:- returning the product in person to our store (please bring your receipt with you)
- emailing us here
- writing to Turnkey Returns, 114-116 Charing Cross Road, London, WC2H 0JR (please do not send products to this address).
Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or its packaging in any way). It must be returned with the original box, packing and accessories. Software and pre-recorded media (e.g. CD, DVDs, videotapes) cannot be returned. Any 'free gifts' received with the product must also be returned.
You will receive a full refund, provided you return the product to the store or arrange for it to be collected by us (free for mainland UK addresses if the return is as a result of our error). Whatever the return method, please ensure that the item is packed to at least the same standard you received it in. We are not responsible for damage in transit if you use your own courier or if the item is insufficiently packed.
We cannot accept your purchase back if:
- you did not order the product by mail order or internet, or have visited the store to discuss the purchase
- you return the product to the store without proof of purchase
- the product and its packaging is not returned in its original condition, is damaged or is missing parts
- the product is software or pre-recorded media of any type
- the product was specially built or customised to your specification, e.g. computer systems, flightcases etc
- the product was purchased for professional or semi-professional use
If at any stage you feel we have failed in the operation of these policies, please email the Managing Director at: md@mediatools.co.uk - we would like to put it right for you.
THESE POLICIES DO NOT AFFECT YOUR STATUTORY RIGHTS.
When will payment be charged to my order?
When you make your order you will be charged at that point. We will then contact you if there is a manufacturer order involved or a longer wait than normally anticipated.
What should I do if my items are damaged when they arrive?
Please write the word 'damaged' on the courier's delivery note, and notify our Service team here within 48 hours. We will then arrange for our courier to collect the damaged item.
A collection can be arranged from a UK mainland address other than the delivery address if it is more convenient. If the item is found to be damaged, we will replace it with a new unit (stock availability allowing) and deliver it to you by courier free of charge.
What should I do if my equipment is faulty?
If you think your equipment may be faulty when it arrives, or if it develops a fault during the guarantee period, please firstly double check the user manual. The problem may be due to a part of the operation of the equipment of which you were previously unaware. If there is still a problem, please email our Service Department here.
Once the item has been returned to us, our service engineers will test the item to confirm the fault. If the item is returned in 'as new' condition, with all accessories and packaging and deemed to be faulty as a result of a manufacturing defect; within 3 months of purchase for regular stock items, or 1 month of purchase for specially ordered items, we will replace the product with a new unit, which we will deliver to you by courier free of charge to a UK mainland address.
If the fault is deemed to be the result of 'misuse', for example, where speakers have blown due to being overdriven (whether accidentally or not), or where the item has been dropped or had liquid spilt in it etc, then this will be deemed to be a non-warranty repair. Items that are subject to mechanical wear are not usually covered by warranty, e.g. speaker cones, DJ mixer crossfaders etc.
When can I expect to receive my goods?
For items that we have in stock (over 5,000 different products at any one time), we will despatch your order the same day, providing you order before 2pm. The goods will be delivered to you on the next working day, i.e. Monday to Friday excluding bank holidays, unless you have paid for Saturday delivery, in which case the goods will arrive on the next Saturday.
If you place an order on the site and we do not have stock, we will contact you by email within one working day to let you know how long you can expect to wait.
Can I cancel my order or return my goods?
Not if you purchased in-store or visited the store to discuss your purchase.
If you ordered by phone or internet and have not visited the store to discuss your purchase, you can request to cancel your purchase up to seven working days after delivery by:
* returning the product in person to our store (please bring your receipt with you)
* emailing us here
* writing to Turnkey Returns, 114-116 Charing Cross Road, London, WC2H 0JR (please do not send products to this address).
Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or its packaging in any way). It must be returned with the original box, packing and accessories. Software and pre-recorded media (e.g. CD, DVDs, videotapes) cannot be returned. Any 'free gifts' received with the product must also be returned.
You will receive a full refund, provided you return the product to the store or arrange for it to be collected by us (free for mainland UK addresses if the return is as a result of our error). Whatever the return method, please ensure that the item is packed to at least the same standard you received it in. We are not responsible for damage in transit if you use your own courier or if the item is insufficiently packed.
We cannot accept your purchase back if:
* you did not order the product by mail order or internet, or have visited the store to discuss the purchase
* you return the product to the store without proof of purchase
* the product and its packaging is not returned in its original condition, is damaged or is missing parts
* the product is software or pre-recorded media of any type
* the product was specially built or customised to your specification, e.g. computer systems, flightcases etc
* the product was purchased for professional or semi-professional use
If at any stage you feel we have failed in the operation of these policies, please email the Managing Director at: md@mediatools.co.uk - we would like to put it right for you.
THESE POLICIES DO NOT AFFECT YOUR STATUTORY RIGHTS.
