Customer Service & Returns Policy
Here at Peter Tyson, we are always here to help. In our 60 years of trading we have always strived 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, you can email [email protected] and someone will respond to you within two working days. You can also click here to use our online contact form.
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.
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 by the manufacturer to work with your product
• An inappropriate power supply or battery has been used
• Inadequate care and maintenance of the product
• Projector Bulbs / Lasers
Peter Tyson will not be liable for any consequential loss resulting from a faulty product or failed delivery / collection.
Peter Tyson cannot be held liable, nor will accept returns for products where a 3rd party application or service has been withdrawn. For example, streaming services / apps that are being terminated or no longer supported, whether this be due to the third party or manufacturer. If you have a product that has been affected by such an event, we will be happy to try and find a resolution for you - please get in touch with our dedicated Customer Service Department.
Important Information
• Peter Tyson has a 30-day return policy on all products purchased through our website.
• 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.
• 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.
• In line with the UK Distance Selling Regulations, it is the customer's responsibility to return the products to us (along with any associated costs), to ensure that the product arrives safely, in “as new” condition and complete with all supplied accessories.
How to get in touch to request a return
If you want to return a purchase for a refund, please contact our Customer Service Department:
• Tel: 01228 546 756
• Email: [email protected]
• Online: Click here to use our online contact form.
Monday - Friday 9:00am to 16:00pm (excluding bank holidays). We respond to all contact enquiries within 2 working days.
How Does the Refund Work?
Faulty Products
• 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.
In the unlikely event your purchase is damaged in transit please contact our Customer Service Department within 24 hours of the delivery. Please include photographs of the box, packaging and product.
• Tel: 01228 546 756
• Email: [email protected]
• Online: Click here to use our online contact form.
Monday - Friday 9:00am to 16:00pm (excluding bank holidays). We respond to all contact enquiries within 2 working days.
PLEASE NOTE: We will require you to keep all original packaging.
Important Information
• All warranties are valid for the original purchaser ONLY and are not transferrable unless otherwise stated by the manufacturer.
• All warranties can only be fulfilled for goods purchased and delivered within the UK. In order for us to conduct a warranty claim for goods taken outside of the UK, the goods will have to be returned to the UK at your own expense. After a warranty claim, goods can only be re-delivered to a UK address.
• If you are unsure whether your product is covered by the manufacturer warranty, please click here to see our warranty information page.
How to get in touch to report a problem
If your product should fail within the warranty period, please contact our Customer Service Department:
• Tel: 01228 546 756
• Email: [email protected]
• Online: Click here to use our online contact form.
Monday - Friday 9:00am to 16:00pm (excluding bank holidays). We respond to all contact enquiries within 2 working days.
How to get the product back to us
If the original box and internal packaging are available, we will arrange to collect your product using our courier service.
If the original box or internal packaging has been discarded, there will be two options for your return:
• You can either return the product to us using your own courier at your own expense.
• If feasible (size dependant), we can send one of our custom flight cases to you and then use our courier to collect it at a cost of £25.00, payable in advance.
PLEASE NOTE: If the flight case is not returned, we will require this to be paid for at a value of £199.00.
What happens to your product
All products are returned to the manufacturer’s approved service centre and then returned to us once completed. Manufacturers 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.
What happens after the warranty claim is complete
We will get in touch with you to arrange delivery back to you on a convenient day with our courier, free of charge.
If your product cannot be repaired, we will offer a refund or credit note to be redeemed against another purchase from Peter Tyson. A deduction will be made from the value, depending on how long you have owned the product.
Value of Refund or Credit Note: 1st Year – 100%, 2nd Year – 80%, 3rd Year – 70%, 4th Year – 60%, 5th Year – 50%, 6th Year – 40%
Important Information
• All warranties are valid for the original purchaser ONLY and are not transferrable unless otherwise stated by the manufacturer.
• 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. After a warranty claim, goods can only be re-delivered to a UK address.
• If you are unsure whether your product is covered by the manufacturer warranty or not, please click here to see our warranty information page.
How to get in touch to report a problem
If your product should fail within the warranty period, please contact our Customer Service Department:
• Tel: 01228 546 756
• Email: [email protected]
• Online: Click here to use our online contact form.
Monday - Friday 9:00am to 16:00pm (excluding bank holidays). We respond to all contact enquiries within 2 working days.
How to get the product back to us
• You can return the product to us using your own courier at your own expense.
• If feasible (size dependant), we can send one of our custom flight cases to you and then use our courier to collect it at a cost of £25.00, payable in advance.
PLEASE NOTE: If the flight case is not returned, we will require this to be paid for at a value of £199.00.
What happens to your product
All products are returned to the manufacturer’s approved service centre and then returned to us once completed. Manufacturers 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.
What happens after the warranty claim is complete
We will get in touch with you to arrange delivery back to you on a convenient day with our courier, free of charge.
If your product cannot be repaired, we will offer a refund or credit note to be redeemed against another purchase from Peter Tyson. A deduction will be made from the value, depending on how long you have owned the product.
Value of Refund or Credit Note: 1st Year – 100%, 2nd Year – 80%, 3rd Year – 70%, 4th Year – 60%, 5th Year – 50%, 6th Year – 40%
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 to get in touch
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
Post:
Peter Tyson Head Office (Complaints Department)
Shaddongate
Carlisle
Cumbria
CA2 5TE
We will endeavour to acknowledge your contact within three working days (excluding weekends and bank holidays)