Delivery and Returns
Our goal is to get your order to your doorstep as swiftly as possible. Typically, for orders fully in stock, you can expect delivery within five working days. Nonetheless, we kindly request that you allow up to seven working days to account for any unforeseeable circumstances that may be beyond our control.
Regrettably, at this time, we are unable to deliver to the Republic of Ireland.
*’Highlands and Islands’ refers to specific areas in Scotland identified by the following postcodes pre-fixes: “ZE”; “HS”; “KW”; “IV”; “AB36-38 inclusive”; “AB54-56 inclusive”; “FK17-21 inclusive”; “PA20-80 inclusive”; “PH15-PH50”; “KA27 & KA28”. Additionally, it includes the Isles of Scilly marked with the pre-fixes “TR21-25”
If your ordered items were in stock during purchase, and it’s been 7 working days without receiving them, you can check their status and tracking details by contacting us.
For card orders on the phone, you will be charged for each item as it is shipped. Online, you will be charged the full amount at the time of order processing. Occasionally, an order may be split if any item is too large to be shipped alongside others, or if one of the items was out of stock for more than 5 working days.
For cheque orders, the full amount will be banked at the time of order processing. This is because we are unable to split a cheque payment, and for security reasons, we do not store payment details.
Rest assured, we’ll keep you informed about any pending orders, and you’ll have the option to cancel them at any time. By providing your email address or phone number, you will receive regular status updates and know exactly when your completed order will be dispatched.
We assure you that we will only apply a single charge for postage and packaging on each order.
However, there may be instances where an order is split into multiple shipments. This can happen if an item is too large to be shipped alongside others or if an item has been out of stock for more than 5 working days (as explained in the paragraph above).
Rest assured, we’ll always keep you informed about any such situations and provide suitable solutions for your convenience.
We will make three delivery attempts for your goods. If these attempts are unsuccessful, the order will be returned to our warehouse. In such a scenario, we will reach out to you to arrange a more suitable redelivery time or discuss an alternative delivery address. You also have the option to contact us directly at 0203 455 0498.
If we are unable to reach you or if you do not get in touch with us, we will typically issue a refund within 14 days after receiving the parcel back in our warehouse.
To expedite communication, providing your email address or phone number will enable us to reach you promptly
If you decide to cancel your order within 28 days after receiving the goods and cancel the entire order, we will refund the amount for the goods less postage. Please note that you will be responsible for the return shipping costs.
It’s important to mention that we will not refund any order or postage and packing charges if you cancel your order after the 28-day period from the receipt of goods (unless the goods are proven to be faulty). Additionally, if you choose to cancel only a part of your order, the Consumer Contracts (Information, Cancellation, and Additional Charges Regulations 2013) advise that postage and packing charges will not be refunded.
If your return leads to disqualification from the free P&P offer, the regular postage and packing charges will apply, and these will be deducted from your refund amount.
If you choose to cancel your entire order within 14 days of receiving it, we will provide a full refund, which includes the amount paid for the items as well as the standard postage and packing costs. Upon notifying us of your intention to cancel, we kindly request that you return the goods at your own expense within 14 days.
Please note that if the cancellation notification occurs after the 14-day period or if you only cancel part of the order, we will not refund the postage and packing charges.
For certain items, such as customised, hygiene, or assembled products, we regretfully cannot accept returns unless they are faulty or do not conform to the contract (see more below ‘How do I prepare/package my item I want to return?’). This does not, of course, affect your consumer rights.
It is essential to take reasonable care of the goods during the cancellation process. If any loss in value of the goods is the result of unnecessary handling by you, we reserve the right to deduct an appropriate amount from the refund.
There are two convenient ways for you to cancel your order:
Call us on customer service number 0203 455 0498 (our preferred option as we may be able to advise or assist you if there’s a specific issue). If you cancel your entire order within 28 days of receipt, we will refund the full amount you paid, excluding postage and packing. Upon notifying us of your intention to cancel, we request that you send the goods back to us at your own expense within 28 days. Please note that we will not refund the postage and packing if you cancel only part of your order. Note: Calls to this number are charged at a local rate.
We kindly request your understanding that there are a few items we can’t accept returns on, such as customised, hygiene, clothing, and apparel or assembled items unless these are faulty or otherwise don’t conform to the contract. Rest assured, this does not affect your statutory consumer rights.
Please send any returns to the following address:
Sound and Vision
Cremers Road Sittingbourne Kent
Your satisfaction is our utmost priority at Good Times Direct, and we are committed to making your shopping experience as smooth and enjoyable as possible.
Call us at 0203 455 0498 between the hours of 9 am and 5 pm, seven days a week. Please note that calls to this number are charged at a national local rate.
Choosing to contact us by phone offers several advantages, although it’s not obligatory. You’re also welcome to send your cancellation form to us via email at email@example.com. Here’s why we recommend phone contact as the first choice:
Obtain a Returns Authorisation Code: To process your return efficiently, you need a Returns Authorisation Code (RAC). This unique code helps us monitor your returned items in our system, expediting the refund process. The quickest way to obtain an RAC is by contacting us directly via phone.
Immediate Response: During a call, we can record your intention and RAC directly onto our system. This approach ensures we promptly track the returned goods, speeding up the refund process and alerting you if we don’t receive the items.
Quicker Than Email: While we strive to answer emails within two working days, a phone call provides an immediate response and guidance, saving you valuable time.
Convenient Collection: We may be able to arrange item collection, offering convenience and cost-effectiveness over organising return postage yourself. We generally charge around £10 for this service, and it’s something we can discuss during your call.
Instant Processing: Sometimes, we can process your refund immediately over the phone, eliminating any need for further actions on your end.
Clear Communication: A phone conversation ensures we understand exactly what you want us to do next, whether it’s arranging a refund, a replacement, or discussing potential product or service improvements based on your feedback.
Feel free to connect with us at:
- Customer Service Phone: 0203 455 0498
Our dedicated team is always ready to assist you. Please remember that obtaining an RAC is essential for any cancellations or returns.
At Sound and Vision, we are committed to upholding your consumer rights by providing quality goods that meet your expectations. If, for any reason, you are not entirely satisfied with your purchase, we are not satisfied either, and we encourage you to contact us. If you discover a fault or feel that the product has not lived up to its expected lifespan, we are more than willing to discuss this with you. Please remember that your statutory rights remain unaffected by our guarantee.
We kindly request that you take reasonable care of the goods. If the goods suffer a loss in value resulting from unnecessary handling on your part, we reserve the right to deduct an appropriate amount from your refund. This procedure ensures fairness and allows us to maintain the high quality of our products and services.
The first step towards requesting a refund is to contact us via telephone at 0203 455 0498 between 9 am and 5 pm, seven days a week, to inform us of your intention to return the goods. There are several advantages to doing this, which are explained in the section ‘Why do we prefer you to contact us by phone for cancellations’. Please be aware that if we are unable to discuss the reason for the refund, you might be responsible for the full return postage costs.
In addition, during this call, you’ll need to obtain a Returns Authorisation Code (RAC). This code is crucial for us to correctly and efficiently process your return.
If you’d prefer to request your refund via email, you can also obtain your RAC this way. Simply email us at firstname.lastname@example.org with details of your return.
Once you have your RAC, you’ll need to fill out the returns form that was provided with your delivery. If you no longer have it, you can access a printable version here. Make sure to include your RAC in the appropriate field on this form.
After you’ve completed the returns form, please include it in your return package and send everything back to us at:
Sound and Vision
Cremers Road Sittingbourne Kent
Remember, communication is key to ensuring your refund is handled quickly and efficiently. Make sure to get your RAC and include it on your returns form.
Returning Regular Items:
- Check Return Eligibility: Ensure that the item is eligible for return based on our return policy, including the condition of the item and the time frame since purchase.
- Contact Customer Service: If needed, get in touch with our customer service team to discuss the return and obtain a Returns Authorisation Code (RAC).
- Complete the Return Form: Fill out the return form provided with your order, or download one here.
- Pack the Item: Carefully pack the item in its original packaging, including all accessories and documentation that came with the product.
- Include Documentation: Place the completed return form, including the RAC, inside the package.
- Label and Ship: Attach the return label to the package and send it to our specified return address. If a return label is not provided by our customer service team, please address the package to our return address.
- Keep Tracking Information: Retain any tracking information or postal receipts to ensure that the return can be traced if necessary.
- Wait for Confirmation: Allow the appropriate processing time of 5-10 working days after the item has been received for your return to be processed and the refund or exchange to be issued.
Please be assured that these provisions do not affect your legal rights under UK law, including your rights under the Consumer Rights Act 2015. If you have any further questions or need assistance, don’t hesitate to contact us. Your satisfaction is our top priority.