Theatre Supplies Group offers consumers a 30-day returns service for most unwanted products purchased online.
Please contact us within 30 days of receiving your order if you would like to return an unwanted item.
To start a return, please email sales@theatresuppliesgroup.com with your order number and details of the product you would like to return.
Please wait for our return instructions and returns reference before sending anything back. Do not return products directly to the manufacturer unless we ask you to do so.
This 30-day service is in addition to, and does not affect, your statutory rights.
Returned products should be complete and, where reasonably possible, returned in their original condition and packaging.
Please include:
All supplied accessories
User manuals and documentation
Cables, adapters and power supplies
Any promotional items supplied with the product
Your order number and returns reference
You may inspect a product in the same way that you would reasonably be able to inspect it in a shop.
If a product has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and operation, we may reduce the refund to reflect any resulting reduction in value.
Products returned incomplete, damaged or in a condition that prevents them from being resold may be subject to a reasonable deduction from the refund. In some circumstances, we may be unable to accept the return under our additional 30-day returns service.
Unless faulty, damaged, incorrect or misdescribed, the following products cannot normally be returned:
Products made to your specification or clearly personalised
Custom-built, engraved or made-to-order products manufactured specifically to your requirements
Sealed products that are unsuitable for return for health protection or hygiene reasons once their seal has been broken
Sealed software, audio or video products once unsealed
Digital content once supply or downloading has begun, where you agreed to immediate supply and acknowledged the loss of your cancellation right
Gift cards
Products that deteriorate or expire rapidly
These exclusions do not affect your rights where a product is faulty, damaged, incorrect, misdescribed or otherwise does not meet the applicable legal requirements.
Some products, including certain aerosols, chemicals, batteries, liquids or other restricted goods, may be subject to specific carrier or transport requirements.
Please contact us before attempting to return any product that may be classified as hazardous or restricted for transport. We will provide appropriate return instructions where required.
Transport restrictions do not affect any statutory rights you may have in relation to the product.
Sale, clearance and discounted products have the same statutory rights as full-price products.
Eligible sale and discounted products are also covered by our 30-day consumer returns service unless they fall within one of the exclusions listed in this policy.
Where a product was reduced in price because of a specific fault or defect that was clearly brought to your attention before purchase, you will not be entitled to return it on the basis of that particular disclosed fault.
The 30-day change-of-mind returns service applies to consumer purchases only.
A business purchase is one made wholly or mainly for purposes connected with a trade, business, craft or profession.
Business-to-business purchases are not eligible for change-of-mind returns unless Theatre Supplies Group has agreed to the return in writing.
This does not affect any rights or remedies available where business goods are faulty, damaged, incorrect, misdescribed, not fit for an agreed purpose or otherwise supplied in breach of the applicable contract.
Any discretionary B2B return may be subject to prior approval, return carriage charges and a reasonable restocking charge. We will confirm any applicable conditions before authorising the return.
If a product arrives faulty, damaged, incorrect or not as described, please tell us as soon as possible.
Email sales@theatresuppliesgroup.com with your order details, the product name, its serial number where applicable and a clear description of the problem.
Photographs or videos of the product, packaging and any visible damage may help us deal with your request more quickly.
Please do not send a faulty product back until we have reviewed your request and provided return instructions. Where we are responsible for the return, we will explain how the return carriage will be arranged.
Depending on the circumstances and the applicable rights, the available remedy may include a refund, repair or replacement.
Some products sold by Theatre Supplies Group include a manufacturer's warranty. Where a specific warranty applies, its duration or details may be shown on the product page, supplied documentation or manufacturer's website.
To make a warranty request, please contact sales@theatresuppliesgroup.com and provide your order number, product name, serial number where applicable and a description of the fault.
We may need to inspect the product or refer the claim to the manufacturer before confirming whether it is covered by the warranty.
A manufacturer's warranty is provided in addition to your statutory rights. Your statutory rights are not limited or replaced by the warranty.
Warranty cover does not normally include accidental damage, misuse, unauthorised modification, ordinary wear and tear or damage caused by failing to follow the manufacturer's instructions, unless the applicable warranty states otherwise.
Once your return has been received, we will inspect it and contact you to confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method.
We will process refunds without undue delay and, where the statutory cancellation right applies, no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier.
Your bank, card provider or payment service may need additional time to display the refund after it has been processed by us.
Where you exercise your statutory right to cancel an eligible online consumer order, we will refund the cost of our least expensive standard delivery service where a delivery charge was paid.
If you chose a more expensive delivery service, such as Next Working Day delivery, the additional premium delivery cost will not be refunded.
For returns made under our additional 30-day service after the statutory cancellation period has ended, the original delivery charge will not normally be refunded unless the product is faulty, damaged, incorrect or misdescribed.
For an unwanted or change-of-mind return, you are responsible for arranging and paying for the product to be returned to us.
If a product is faulty, damaged, incorrect or misdescribed, please contact us before arranging postage. We will review the circumstances and provide the appropriate return instructions.
We recommend using a tracked service and retaining proof of postage. For higher-value products, you should consider using an appropriately insured service.
If you would like to exchange a product for another model or variant, please contact us before sending the original product back.
Exchanges are subject to availability. Any difference in price will either be charged or refunded as appropriate.
We will normally need to receive and inspect the original product before dispatching the replacement. Return carriage charges may apply where the exchange is not required because of a fault or an error by Theatre Supplies Group.
Once your return has been authorised, it should be sent to:
Theatre Supplies Group
Stage Sound Solutions Ltd
Unit A, Croescadarn Road
Pontprennau
Cardiff
CF23 8HE
United Kingdom
Please display your returns reference clearly and include your order information inside the parcel.
Do not send a product back without first receiving return instructions. An unauthorised return may take longer to identify and process.
If we have confirmed that a refund has been processed but it is not yet showing:
Check the original payment account again.
Contact your card or payment provider, as processing times can vary.
Contact your bank, as it may take additional time for the refund to be displayed.
If you have completed these steps and still cannot locate the refund, please email sales@theatresuppliesgroup.com.
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