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Service & Returns Policy

If you are having difficulties with your item / purchase within the warranty period, please contact our Customer Service Department, as many issues can be rectified over the phone without the need to return. We can be contacted on 01228 525891, Monday - Friday 9.00am to 4.00 pm (excluding bank holidays). Alternatively and outside of these hours, please email service@petertyson.co.uk and someone will respond to you within 1 working day.

PLEASE NOTE: Please contact us prior to returning anything, as you will require a Returns Authorisation Number.


Need to have something Repaired under the Warranty?

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. Subsequent to a warranty claim, goods can only be re-delivered to a UK address.

All warranties exclude faults caused by accident, neglect or misuse by the customer. In addition to this, routine maintenance, consumables (styli, plug fuses, cables, batteries, etc…) and cosmetic damage are also not covered by any warranty.

During the standard warranty period, if the original box and internal packaging are present, then we will collect your item using our courier service. For a list of the standard warranty durations, please click here.

If the original box or internal packaging has been discarded, please contact our Customer Service Department for advice about packaging your item safely and the additional returns procedure.

For any warranty repairs outside the manufacturer’s standard warranty, we would ask that you return the item to us.

If your fault is confirmed and your item is repaired or replaced, we will return it to you free of charge.

If the manufacturer reports your item as having ‘No Fault Found’, there will be a return charge to cover carriage costs, which may include any charges for collecting the item.

In the event that your item should fail within the warranty period, our Customer Service Department can be contacted on 01228 525891, Monday - Friday 9.00am to 4.00 pm (excluding bank holidays). Alternatively and outside of these hours, please email service@petertyson.co.uk and someone will respond to you within 1 working day.

If your item cannot be repaired during the warranty period, we will offer a credit note to be redeemed against another purchase from Peter Tyson.

PLEASE NOTE: A deduction may be made from the credit note value depending on how long you have owned and/or used the item.


Received a damaged item?

In the unlikely event that your purchase is damaged in transit, please contact our Customer Service Department on 01228 525891 or via email to service@petertyson.co.uk within 24 hours of the delivery.

PLEASE NOTE: We will require you to keep all of the original packaging and we will require photographs of the damage.


Need to return something for a Refund?

PLEASE NOTE: For hygiene reasons, in-ear headphones may not be returned if they have been used. This does not affect your statutory rights as a consumer.

Peter Tyson adheres to the UK's Distance Selling Regulations, which cover all internet and mail order transactions. These state that from the time the order is placed, up until fourteen days from the day the goods are received, the consumer has the right to cancel the order.

To return goods, the customer must inform us in writing, by email to service@petertyson.co.uk within fourteen days stating that you wish to return an item. Please include your name, address, and original order number in all correspondence.

It is the customer's responsibility to ensure that the item arrives safely, in as new condition, and complete with all supplied accessories, so we would suggest using an insured and trackable courier/postal service.

If you have any questions or problems getting something back to us, then please get in touch and let us know.

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 items on the agreement must be returned, unless the value of the agreement remains above £250.00 for the unreturned items.


How does the Refund work?

A refund will only be authorised after a full inspection of the goods by our Customer Service Department.

Faulty goods returns - Faulty goods must be returned within 30 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 item returned is complete, including all accessories and in ‘as new’ condition with all original packaging.

If our returns department cannot find a fault with your item, then you will have the choice of having the item returned to you or the appropriate carriage costs deducted from the refund.

Cancelled orders/unwanted items - If the goods returned are complete, including all accessories and in an ‘as new’ condition with all of the 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 will 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 and inspected your returned items. This may take up to a maximum of 10 working days but is generally quicker.


Exclusions to our Returns Policy

Please note that the Distance Selling Regulations do not apply to bespoke, unique, or special ordered items. Peter Tyson will not be liable for any consequential loss resulting from a faulty item or failed delivery / collection.


Need to make a Complaint?

We 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: service@petertyson.co.uk
Phone: 01228 525891
Online Contact Form:

Should you feel the need to discuss a matter further, please contact our Customer Service Manager, Paul Pilkington, via any of the following:

Email: paulpilkington@petertyson.co.uk
Phone: 01228 525891
Post:
Peter Tyson Head Office (Complaints Department)
Shaddongate
Carlisle
Cumbria
CA2 5TE

We will endeavour to acknowledge your contact within 1 to 3 working days of receiving your enquiry (excluding weekends and bank holidays).

If you feel we have been unable to resolve your issue, you can refer it to The Retail Ombudsman:

The Retail Ombudsman
33 floor Euston Towers
286 Euston Road
London
NW1 3DP
Phone: 0203 137 8268
Email: enquiries@theretailombudsman.org.uk
Website: www.theretailombudsman.org.uk