Customer Service & Returns Policy
Here at Peter Tyson, with over 55 years of trading, we are always here to help and we strive to offer total peace of mind when shopping with us. We pride ourselves on offering the highest levels of customer service along with simple, uncomplicated Service and Return policies. We understand that sometimes products need to be returned. Whether your item has developed a fault, is damaged or is no longer required, we can help.
If you are having difficulties with your product / purchase within the warranty period, please contact our Customer Service Department as many issues can be rectified over the phone or via email without the need to return. We can be contacted on 01228 546 756 Monday - Friday 9.00am to 16:00pm (excluding bank holidays). Alternatively, and outside of these hours, please email [email protected] and someone will respond to you within one working day.
PLEASE NOTE: Always contact us prior to returning anything as you will require a Returns Authorisation Number.
Exclusions to our Returns Policy & Warranty Claims
Our returns policy does not apply to bespoke, custom made or special-order products.
Peter Tyson will not be liable for any consequential loss resulting from a faulty product or failed delivery / collection.
All warranties do not cover the following scenarios:
• Abuse, mishandling or accidental damage of the product
• The product has been used for purposes it was not designed to be used for
• Wear and tear beyond the design intentions of the product
• The product has been modified or has been inspected / repaired previously by an unapproved repairer
• The fault was caused by using accessories or additional parts that are not specifically designed / certified to work with your product by the manufacturer
• An inappropriate power supply or battery has been used
• Inadequate care and maintenance of the product
PLEASE NOTE: All warranties are only valid for the original purchaser ONLY and are not transferrable unless otherwise stated by the manufacturer.
If your product should fail within the warranty period, our Customer Service Department can be contacted on 01228 546 756 Monday - Friday 9.00am to 16:00pm (excluding bank holidays). Alternatively, and outside of these hours, please email [email protected] and someone will respond to you within one working day.
All warranties can only be fulfilled to goods purchased and delivered within the UK. In order for us to conduct a warranty claim to goods taken outside of the UK, the goods will have to be returned to the UK at your own expense. Alternatively, you can make the goods available for collection at a UK address. This also applies to goods delivered to shipping companies. After a warranty claim, goods can only be re-delivered to a UK address.
During the standard warranty period, if the original box and internal packaging are present then we will collect your product using our courier service. For a list of the standard warranty durations, please click here.
For any warranty repairs outside the manufacturer’s standard warranty, but within our extended warranty, you will be responsible for returning the product to us along with any associated shipping / packaging costs. We will still return your product to you free of charge after the repair.
If the original box or internal packaging has been discarded, please contact our Customer Service Department as we will be unable to arrange a free of charge collection with our courier. There will be two options for your return:
• You can either return the product to us using your own courier. Providing a fault is then subsequently confirmed by the manufacturer and is covered by the warranty, we can reimburse your basic carriage charges up to £20.00.
• Or, if feasible, we can send one of our custom flight cases to you and then use our courier to collect it at a cost of £40.00. This includes return carriage and a collection of our empty flight case.
PLEASE NOTE: If the flight case is not returned, we will require this to be paid for at a value of £199.00.
All products are returned to the manufacturer’s approved service centre and then returned to us once completed. Manufacturer’s aim to have all warranty work completed and returned to us within 6-8 weeks of receiving it from us, most are completed a lot sooner than this.
If a fault is confirmed and your product is repaired / replaced by the manufacturer, we will contact you and return it to you free of charge with our courier.
If the manufacturer reports your product as having ‘No Fault Found’, we will contact you and there will be a charge of £10.00 per box, to cover return carriage costs which will also include any charges for collecting the product.
If your product cannot be repaired during the warranty period, we will offer a refund or credit note to be redeemed against another purchase from Peter Tyson.
PLEASE NOTE: A deduction will be made from the refund or credit note value depending on how long you have owned the product:
1st Year – 100%, 2nd Year – 90%, 3rd Year – 80%, 4th Year – 70%, 5th Year – 50%
In the unlikely event your purchase is damaged in transit please contact our Customer Service Department on 01228 546 756 or via email to [email protected] within 24 hours of the delivery. Please include photographs of the box, packaging and product.
PLEASE NOTE: We will require you to keep all original packaging.
PLEASE NOTE: For hygiene reasons, in ear headphones may not be returned if the original factory seal has been removed and the box opened. This does not affect your statutory rights as a consumer.
Peter Tyson has a thirty day return policy on all products purchased through our website.
To return goods, the customer must inform us in writing, by email to [email protected] within thirty days stating that you wish to return a product. Please include your name, address, and original order number in all correspondence.
In line with the UK Distance Selling Regulations, it is the customer's responsibility to return the products to us and to ensure that the product arrives safely, in “as new” condition and complete with all supplied accessories. We recommend using an insured and traceable courier/postal service.
Any ‘Promotional Items’ supplied with the goods must also be returned. If such items are not returned the full value of the promotional items will be deducted from any refund that may be issued.
If the goods were purchased on finance, then all products on the agreement must be returned unless the value of the agreement remains above £250.00 for the unreturned products.
PLEASE NOTE: A refund will only be authorised after a full inspection of the goods by our Customer Service Department.
Faulty goods must be returned within thirty days of purchase to qualify for a refund. If your purchase falls outside this time, then please contact us.
Once the fault is confirmed by our Customer Service Department, you will be refunded the full purchase price providing the product returned is complete, includes all accessories and is in ‘as new’ condition with all original packaging.
If our returns department cannot find a fault with your product then you will have the choice of having the product returned to you or the appropriate carriage costs deducted from the refund.
Cancelled Orders / Unwanted Products
If the goods returned are complete including all accessories and in an ‘as new’ condition with all original packaging, you will be refunded the full purchase price less the cost of any additional delivery services requested by yourself.
If the goods returned are in ‘as new’ condition but with accessories missing you will be refunded the full purchase price less the cost of missing accessories (prices available upon request). In this situation we will contact you and you then have the option to return the missing accessories or have the appropriate deduction applied to your refund.
If the goods returned are not in a re-sellable condition, we will contact you as they are not covered under the above terms.
A refund will only be processed once we have received / inspected your returned products - This may take up to a maximum of ten working days but is generally quicker.
We do strive to provide the highest level of customer service, however, if something does go wrong, we will do our utmost to resolve any issues. We have a dedicated Customer Service Department who are happy to help and can be contacted via any of the following:
Email: [email protected]
Phone: 01228 546 756
Online Contact Form: click here
Should you feel the need to discuss a matter further, please contact our Customer Service Manager, Paul Pilkington, via any of the following:
Email: [email protected]
Phone: 01228 546 756
Peter Tyson Head Office (Complaints Department)
We will endeavour to acknowledge your contact within three working days (excluding weekends and bank holidays)