Returns Policy

Our aim is to ensure you are completely satisfied with your purchase from us. If for some reason, you are unhappy with your unwanted item(s) you can return them within 30 days of receiving them, providing they meet our criteria and arrive back to us in brand new condition.

Statutory 14-Day Refund

If you notify us within the first 14 days, you are legally entitled to a full monetary refund (minus any express or upgraded shipping options) provided you have not used the goods, and they are in brand-new condition.

Extended 15–30 Days

If you notify us between 15 and 30 days, the return will be processed for Store Credit Only.

Brand New Condition
The Item, packaging & accessories should be returned exactly as they were received and unused (including cable ties etc). Any scratches, marks, fingerprints, rips, tears, missing accessories, opened and or creased instruction manuals, poorly packed Items or anything else we deem affects the value, including stickers/labels placed on the manufacturer's packaging, will result in a diminished refund.

European Returns (Outside the UK)

For customers located in the European Union or EEA (excluding the UK), returns are accepted only in accordance with statutory consumer protection legislation.

Statutory 14-Day Cancellation Right

You have the right to cancel your order within 14 days of receiving your goods.

To be eligible for a refund:

• You must notify us of your cancellation within 14 days of delivery.

• Goods must be returned promptly after cancellation.

• You are responsible for return shipping costs.

We will refund the purchase price of the product. Delivery services outside of the UK are premium services, not standard, and can not be refunded.

Condition & Diminished Value

You may inspect goods as you would in a retail environment, however:

Any handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may result in a deduction for diminished value, including but not limited to:

• Signs of use.

• Scratches, marks, fingerprints, or wear.

• Missing or damaged packaging or accessories.

• Opened, written on, or damaged manuals.

• Items returned in unsuitable or insecure packaging.

• Labels or stickers applied directly to manufacturer packaging.

After 14 Days

Returns requested after 14 days from delivery are not accepted, and no store credit or exchange will be offered.

International Returns (Outside the UK & Europe)

For customers located outside the United Kingdom and Europe, returns are not accepted for change of mind, ordering errors, or incompatibility, unless expressly agreed by us in writing.

If you believe an item is faulty or not as described, you must notify us within 7 days of delivery, providing clear photographic or video evidence where requested.

Where a fault is confirmed, we may, at our discretion, offer a repair, replacement, partial refund, or full refund, depending on the circumstances and availability.

Customers are responsible for all return shipping costs, customs documentation, duties, taxes, and any associated fees. Returned items must be clearly marked as “Returned Goods” to avoid additional charges.

We cannot accept responsibility for delays, losses, or charges arising from customs processes outside the UK.

This policy does not affect your statutory rights where applicable.

Here are a couple of examples of what we allow:

• The customer receives their order and opens the brown shipping box to reveal the retail box, they open it to make sure they have received what they have paid for, twist the knobs, move the faders, decide they do not like the look, feel or size, close the box and ask to return the item. This scenario would result in a full refund being given minus any express or upgraded shipping options.

• As above but the customer removes the item from the retail box, plugs in the item, plays with it for a few minutes, hours, days or weeks, then decides they do not like it. This scenario would result in a diminished refund as we cannot offer products on a try before you buy or trial basis.

Claiming Fault vs. Unwanted Return: If you decide to return a product because you believe the build quality is poor, the sound is "not what I expected," or if you claim the item is "not fit for purpose" when it is, in fact, fully functional and meeting manufacturer specifications, this falls under them Unwanted Return (Change of Mind) policy. The legal right to reject an item as "not fit for purpose" or "not of satisfactory quality" only applies when there is a proven technical or manufacturing fault. If our testing confirms the item is working correctly, the return will be processed under the terms outlined above for unwanted goods, which may include deductions for diminished value or processing for Store Credit only (depending on the return date).

Condition and Diminished Value

Usage must be limited to an absolute minimum inspection (what you could reasonably do in a physical store) to establish the nature, characteristics and functioning of the goods.

If the item has been used beyond inspection, we are entitled under consumer law to apply a deduction for the diminished resale value.

Loss of Value Fee

If the goods have been handled beyond what is reasonably necessary for inspection, and that handling has reduced their resale value, we may make a deduction from the refund to reflect the actual reduction in value. Any deduction will be assessed case by case, based on the condition of the item, packaging, accessories, manuals and any evidence of use or damage.

No deduction will be made where the item is returned complete, carefully packed, and in a condition that allows it to be resold as brand new.

A deduction may apply where the item can no longer reasonably be sold as brand new, including where there are signs of use, marks, fingerprints, damaged or missing packaging, opened or damaged internal bags, missing accessories, damaged or written-on manuals, software or licences that have been accessed or registered, or any other handling that reduces the resale value.

Where an item has to be sold as B-stock or used stock because of its returned condition, the deduction will reflect the actual loss in resale value. In many cases, this may be around 15%, but it is not an automatic or minimum deduction. The deduction may be lower, higher, or not applied at all, depending on the condition of the returned item and the actual reduction in value.

Missing Retail Box

The original, undamaged retail packaging is essential for the item's resale value

• Within 14 Days: If the retail box is discarded, we must process the return, but we will deduct the full proven loss of resale value from your refund. This deduction may be up to 100% of the item's original price if the product is rendered unsaleable without the packaging.

• After 14 Days (Voluntary Store Credit Period): If the retail box has been discarded, the item is not considered re-saleable under our voluntary returns policy, and we will reject the return entirely.

Procedure

• Please complete our returns form before sending any item back. This helps us identify your return and process it correctly. Returns sent without the form may be delayed and, if we cannot identify the order or reason for return, we may need to contact you before processing it.

• Return shipping costs and insurance are the responsibility of the customer.

• Refunds on returned items must be issued in the same payment format used at the time of purchase.

• Please allow a maximum of 14 working days for the refund to be processed upon us receiving the goods, and a further 3 - 5 working days for the credit to appear in your account.

• Express and upgraded shipping costs from the original order will not be refunded.

PLEASE FILL OUT THIS FORM TO START YOUR RETURN

Please also note, It Is the responsibilty of the customer to make sure the goods arrive back to us In a brand new condition, we advise that you use an insured courier service and make sure the goods are packed In a shipping box.

If your product has arrived damaged (Damaged on Arrival - DOA), please contact us immediately on 01274 394730 or at returns@thediscdjstore.com.

1. Please notify us within 48 hours of delivery.

2. Take photographs of the external packaging and the product damage itself.

3. Do not attempt to use or install the product.

Once the damage is verified, we will cover the cost of collecting the damaged item and will dispatch a brand new replacement or issue a full refund immediately. Please do not return any damaged items to us without first making contact.

If your product develops a genuine fault, you are protected by the Consumer Rights Act 2015.

1. Pre-Return Check: We highly recommend contacting our support team first to troubleshoot and verify the fault.

   We often hear, "I know what I'm doing, I've been doing this for 20 years!" and we respect your expertise! However, because our testing process is designed to rule out all possibilities (even the tricky ones), every item claimed as faulty must still go through our standard troubleshooting process to rule out common setup issues. We reserve the right to inspect the product and verify the fault. We do not cover faults caused by accident, neglect, misuse, or normal wear and tear.

2. Procedure: You must fill out the returns form below before sending the item back.

Fault Claim vs. Preference: If our testing determines the item is functional and the issue is due to incompatibility, user error, or subjective opinion (not a genuine fault), the item is classified as No Fault Found. If No Fault is found, a £10 delivery charge will apply to return the item back to you.

Cost and Remedy by Timeframe:

• Within 30 Days: You can choose an exchange, repair, or full refund. We cover the return shipping cost.

• After 30 Days (Within Warranty): The product will be repaired or replaced. We cover the return shipping cost.

• After 6 Months: The initial return shipping cost to us must be covered by the customer. If a fault is confirmed, we will cover the return shipping back to you.

PLEASE FILL OUT THIS FORM TO START YOUR RETURN

The following items cannot be returned for a Change of Mind (unwanted goods) once the original sealed packaging is broken or the product has been accessed, as permitted by UK Consumer Contracts Regulations:

• Hygiene & Health Protection: Headphones, Earphones, Microphones, and DJ Cartridges/Styli (once unsealed)

• Software & Digital Content:

  • Boxed software where the seal is broken.

  • Digital Downloads/Licence Keys once supplied or accessed (digital licences are sent immediately via our automated software).

  • Hardware Bundled with Software: The right to cancel the physical hardware is lost once any accompanying digital licence key has been registered or activated, as the entire package's value is permanently diminished by the loss of the licence.

• Custom Items: Any products built or modified to your specifications, or products ordered specifically at your request.

• Statutory Rights: If any of these items are faulty upon arrival or develop a genuine fault, your legal rights for a refund, repair, or replacement still apply fully (Styli will be sent back to the manufacturer for inspection under a microscope and oscilloscope to find the cause of the fault).

By law, you have 14 days to cancel an order.

If you have placed an order that we have not yet shipped, please call us on 01274 394730 or reply to your order confirmation email letting us know you do not wish to proceed. We will refund you in full straight away. The refund usually takes 3–5 working days to go back into your account.

If the order has already been dispatched, you will need to either reject the item at the door (incurs a £10 charge) or receive the item and then process it as an Unwanted Item Return (Section 1)

Nothing in this policy restricts or affects your rights under the UK Consumer Rights Act 2015 (CRA) or the Consumer Contracts Regulations 2013 (CCR).

We guarantee that all goods will be:

• Fit for Purpose

• As Described

• Of Satisfactory Quality

Your rights include the 14-day cooling-off period for a full monetary refund (refer to "How do I return an unwanted product?") and the 30-Day Right to Reject faulty goods. We will always uphold these legal obligations.