Our Contract with You
Once you have placed an order with us, you will receive an order confirmation. Our contract with you will be formed once the item has been placed into the delivery van.
In extremely rare cases, orders may not be fulfilled, for example, if there was an error in stock levels or error with the pricing etc. In the event of these circumstances you will be informed and either issued a full refund or offered other suitable resolutions.
Helpful information about your delivery.
You will receive a dispatch confirmation email once your item has been shipped. Please make sure your telephone number is up to date as it may be needed by courier companies.
We use XDP for most of our deliveries. If your item is being delivered by XDP you can track your parcel on www.xdp.co.uk. Track your delivery by putting in your tracking number and your postcode.
For bulkier and heavier items e.g (50"+ Plasma TVs, 55"+ TVs, White Goods and etc), these will be sent on a pallet service with Pallex. They will contact you to arrange a convenient delivery date with you prior to delivery. You can contact them on 0208 902 2525 for updates.
For smaller items we use royal mail. Track your item on https://www.royalmail.com/track-your-item.
Our standard delivery covers mainland England and Wales only.
For deliveries to Northern Ireland, some parts of Scotland and non-mainland UK, please contact us before purchasing as there are restrictions and surcharges.
There are surcharges for the following postcode areas in Scotland.
AB, DD, IV, KW, PA, PH
***Please check the packaging before signing***
We take the up most care to package the item to ensure that it arrives with you safely.
Please take a moment to examine the package for any damages before signing.
Damaged on Arrival
In the unlikely event of your item arriving damaged, please reject the delivery or sign for it stating the damage. We strongly advise you to photograph any evidences and inform us within 48 hours. We will then offer a prompt resolution. Please note, if the damage is reported at a later date, it may limit our ability to assist.
All items purchased online from KC Sound and Vision is covered by our fantastic 30 Day Promise, unless stated otherwise.
If you are not happy with your order or simply changed your mind, please provide us a written notice within 30 days of receiving your item. You will be responsible for returning the item safely back to us. We are able to assist with return if it is difficult to arrange your own couriers or return.
Once the item is back with us and has been checked you will receive a full refund. Please note, only standard delivery cost you paid will be refundable. For example, any surcharges paid for Saturday delivery, next day and etc will not be refundable.
For new items, you are welcomed to inspect the item as you would in a shop but to receive a full refund you must not start using them, install them or input any data/software. Please ensure that items are returned in ‘as new’ condition in the original, undamaged packaging, along with all accessories and free gifts received with the order.
We may take a deduction from the refund for any loss in value of the items if the loss is a result of unnecessary handling by you.
We try our best to ensure that every product details and pictures listed on our Website, eBay and Amazon are always accurate. However, we do not guarantee 100% accuracy, as even manufacturers’ websites can sometimes contain mistakes. If you are unsure about any specifications, dimensions or any other information, please feel free to contact us and we would be more than happy to double check for you. Please note, the information we provide is only a guide and we recommend that you check the information too.
All items purchased online from KC Sound and Vision have a 1 year return to base warranty as standard, unless stated otherwise. The warranty starts automatically from the day you receive your item.
Manufacturer refurbished items sold are functionally perfect but could have minor cosmetic blemishes.
Manager's special items are sold with any issues or damages specifically stated in the listing.
All new products are unused but the boxes may have been opened and reinforced for safer transit.
Our warranty covers costs related to our collection costs within 6 month, parts, labour, replacements and cost of returning the item back to you. After 6 month, if the item develops a fault, the customer will be responsible for returning the item back to us.
The warranty covers product failure during normal operation and does not cover failure due to misuse of the item, neglect, deliberate, water or physical damages. If any repairs have been attempted by unauthorised personnel or companies, this will void your warranty.
KC Sound and Vision cannot be held liable for any loss of data stored on any form of writeable / rewritable media / hard drive devices.
What to do if your item develops a fault within the warranty period?
Please contact our returns department on 0208 549 0770 or email firstname.lastname@example.org. We will need to verify your purchase so please have a receipt, order reference or payment information to hand.
Our returns team will usually guide you through some troubleshooting to resolve the issue or verify the fault. We may ask for some photos or videos in order to verify the issue. Once the fault has been verified you will be issued with a Returns Reference Number. Necessary arrangements will be made to get the item back to us. Replacement packaging can be provided to ensure the safe transit of your item.
Once the item has been returned to us, we will inspect the item and verify the fault. You will be contacted within 7 working days with an update.
We aim to repair the item within 7 working days. However, this can be subject to delay depending on the availability of parts or replacements. If a repair is not possible you will be offered a replacement item which will be the same or similar specification.
Please quote the Returns Reference number if you would like any updates regarding your return. Please note, returns will not be processed without a valid Return Reference number.
Our terms and conditions are in addition to your rights under Consumer Rights Act 2015.
By purchasing our item you confirm that you have read and agreed with our terms and conditions.