A short guide to delivery, collection and returns. Our full Terms and Conditions apply, and nothing here affects your legal rights.
Delivery
UK mainland delivery costs £15 per order. The charge is shown under every price, and in your basket before you pay. There are no other charges at checkout.
Delivery times. We confirm the delivery time when we accept your order. If no time is agreed, we deliver within 30 days. Large or high-value items may need a booked date, a signature and someone at home to receive them.
Outside the UK mainland. We do not deliver through the website to the Scottish Highlands and islands, Northern Ireland, the Isle of Wight, the Isles of Scilly, the Isle of Man or the Channel Islands. If you would like delivery to one of these areas, please contact us before you order on 01344 511 612 or at info@hiddensystems.co.uk. We will tell you whether we can deliver and the price, and you agree it before you pay.
Sent from the distributor. Some Pro-Ject Audio Systems, Ortofon and WiiM products are sent to you directly by the UK distributor, Henley Audio. Your contract is still with us.
When it arrives. Please check your order and tell us about any damage or missing items as soon as you can.
Free collection from Ascot
Choose Free collection from our Ascot showroom at checkout. We will email you when your order is ready. Please collect within 14 days from The Old Court House, London Road, Ascot, Berkshire, SL5 7EN. We will hold it for longer if you ask, and it stays our responsibility until you collect it.
Changed your mind?
Online, telephone, email and home-visit orders. You have 14 days to cancel, without giving a reason. The 14 days start the day after you receive the goods.
- To cancel, email info@hiddensystems.co.uk, call 01344 511 612 or write to us. You can use the model cancellation form in clause 7.11 of our Terms and Conditions, but you do not have to.
- Send the goods back within 14 days of telling us, in the original packaging if you can. Most Hi-Fi equipment needs its original packaging to travel safely.
- Return costs. You pay the direct cost of returning the goods. For items that cannot go by post, such as floorstanding loudspeakers, turntables and large amplifiers, we estimate this at up to £200 per item. Please contact us before sending a large item back and we will confirm the actual cost.
- Your refund includes the price and our standard delivery charge. We refund within 14 days of receiving the goods back, or of you showing us you have sent them, whichever is sooner.
- Handling. You can unpack, connect and briefly listen to the goods, as you would in a shop. If they lose value because they were handled more than that, we may reduce the refund.
Exceptions. You cannot cancel goods made to your specification, such as custom finishes or cables made to measure, or sealed recordings, such as vinyl, once you have unsealed them.
Bought in our showroom? The legal right to cancel does not apply, but we may offer an exchange or credit within 30 days for unused goods in their original packaging.
Faulty goods
If something is faulty, you are protected by law. You can reject faulty goods for a full refund within 30 days of delivery. After that, we will repair or replace them, and if that does not work, you can have a refund or a price reduction. We pay the reasonable cost of collecting and returning faulty goods. See clause 9 of our Terms and Conditions.
The Encore Store
Ex-demonstration, ex-display and pre-loved items have the same rights to cancel online orders and the same protection for faults. Ex-demonstration and ex-display items come with any remaining manufacturer warranty, or our own 3-month warranty if none remains. Pre-loved items come with our 3-month warranty.
Contact us
Call 01344 511 612, email info@hiddensystems.co.uk, or visit us at The Old Court House, London Road, Ascot, Berkshire, SL5 7EN.