Terms of service

1. About us

This website is operated by Stage Sound Solutions Limited, trading as Theatre Supplies Group.

Throughout these Terms and Conditions, the terms “Theatre Supplies Group”, “we”, “us” and “our” refer to Stage Sound Solutions Limited.

These Terms and Conditions apply to your use of our website and to orders placed with Theatre Supplies Group.

By placing an order with us, you agree to these Terms and Conditions together with any other policies referred to within them, including our Shipping Policy, Refund Policy and Privacy Policy.

Nothing in these Terms and Conditions affects any statutory rights you may have as a consumer.

2. Our details

Stage Sound Solutions Limited
Trading as Theatre Supplies Group
Company number: 14894359

Registered office:

Unit A, Avenue Park Industrial Estate
Pentwyn
Cardiff
CF23 8HE
United Kingdom

Email: sales@theatresuppliesgroup.com

3. Consumer and business customers

Some rights and provisions in these Terms differ depending on whether you are purchasing as a consumer or as a business.

A consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

A business customer is anyone purchasing wholly or mainly for purposes connected with a trade, business, craft or profession.

Where a provision applies only to consumers or only to business customers, we will make this clear.

4. Using our website

You may use our website only for lawful purposes.

You must not:

• Use the website in a way that breaks any applicable law or regulation

• Attempt to gain unauthorised access to the website, our systems or other users' information

• Introduce viruses, malicious code or other harmful material

• Interfere with the proper operation or security of the website

• Use automated systems to scrape or extract substantial parts of the website without our permission

• Use our website or content in a fraudulent, abusive or misleading way

We may restrict or suspend access where reasonably necessary to protect our website, customers or business.

5. Product information

We take reasonable care to ensure product descriptions, specifications, images, prices and availability information are accurate.

However, product images are provided for illustration and colours or appearance may vary slightly depending on your device, display settings or manufacturer changes.

Manufacturers may occasionally update product specifications, packaging or accessories without notice. Where a change materially affects an order that has not yet been dispatched, we will contact you where appropriate.

If we discover a significant error in a product description, specification, price or other information relating to your order before we have accepted the order, we may contact you to offer the option of proceeding with the corrected information or cancelling the affected item.

6. Prices and VAT

Prices displayed on our website may include both VAT-inclusive and VAT-exclusive values where applicable.

The amount payable will be clearly shown during checkout before you place your order.

Delivery charges and any other applicable charges will also be shown before payment.

We may change our prices at any time, but price changes will not affect an order that we have already accepted unless an obvious pricing error has occurred and the law allows us to correct it.

7. Placing an order

When you place an order through our website, you are making an offer to purchase the products in your basket.

After placing your order, you will normally receive an order acknowledgement. This confirms that we have received your order but does not necessarily mean that we have accepted it.

Unless we tell you otherwise, a contract between you and Theatre Supplies Group is formed when we confirm that the relevant products have been dispatched or otherwise expressly confirm acceptance of your order.

We may decline an order before acceptance where reasonably necessary, including where:

• A product is unavailable

• We cannot obtain the product from our supplier

• There is an obvious pricing or product information error

• Payment cannot be authorised

• We reasonably suspect fraud or misuse

• Delivery to the requested location is unavailable

• The order does not meet legal or regulatory requirements

If we decline an order after taking payment, we will refund the relevant amount.

8. Payment

Payment must be made using one of the payment methods available at checkout unless separate payment terms have been agreed with us in writing.

You confirm that you are authorised to use the payment method provided.

For customers with an approved business or credit account, separate payment terms may apply. Those agreed terms will take precedence where they conflict with this section.

9. Product availability

Products displayed on our website may be:

• In stock

• Available to order

• On back order

• Pre-order

• Subject to a supplier lead time

An indication that a product is available to order does not mean that it is currently held in our warehouse.

Any expected availability or lead time shown on the website is an estimate unless we expressly state otherwise.

Supplier lead times can change. If we become aware of a significant delay affecting your order, we will do our best to contact you.

If your order contains both in-stock products and products awaiting stock, we may hold the order until everything is available. Please contact us if you need the available products sooner and we will see whether a split shipment can be arranged. Additional delivery charges may apply and will be confirmed before shipment.

10. Delivery

Our available delivery services, prices and estimated delivery times are set out in our Shipping Policy and shown at checkout where applicable.

Delivery estimates are not guarantees unless we have expressly agreed a guaranteed delivery service.

We will take reasonable steps to deliver your order within the timeframe indicated, but delays can occasionally occur because of events outside our reasonable control.

Please ensure that the delivery information supplied with your order is complete and accurate.

If you provide an incorrect or incomplete address, additional charges may apply if the parcel needs to be redirected, returned or sent again.

For full details, please see our Shipping Policy.

11. Click & Collect

Where available, you may choose to collect your order from Theatre Supplies Group.

Please wait until we have confirmed that your order is ready before travelling to collect it.

We may ask for your order confirmation, order number or suitable identification when handing over an order.

12. Age-restricted products

Some products sold by Theatre Supplies Group may be subject to legal age restrictions.

Where an age restriction applies, you confirm by ordering that you meet the applicable minimum age requirement.

We may carry out age or identity verification and may require suitable identification before dispatch, collection or delivery where appropriate or required by law.

We may refuse or cancel an order if we are unable to complete required age verification.

13. International orders

We can ship many products internationally.

International orders may be subject to customs duties, import VAT, taxes, clearance fees or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the recipient.

Certain products may also be restricted from export, transport or import into particular countries.

Please see our Shipping Policy for full information about international deliveries, customs charges and restricted products.

14. Cancelling an order

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will do our best to stop the order before dispatch, although this may not always be possible.

Consumers purchasing online may also have statutory cancellation rights in addition to our own 30-day returns service.

Full information about cancellations and returns is provided in our Refund Policy.

15. Returns and refunds

Theatre Supplies Group offers consumers a 30-day returns service for most unwanted products purchased online.

Certain products are excluded from change-of-mind returns, including particular personalised, custom-made, hygiene-sensitive or other exempt products.

Business-to-business purchases are not covered by our consumer 30-day change-of-mind returns service unless we agree otherwise in writing.

Full details of eligibility, exclusions, return postage and refunds are contained in our Refund Policy.

Nothing in our Refund Policy or these Terms affects statutory rights that cannot legally be excluded.

16. Faulty, damaged or incorrect products

Products supplied to consumers must meet the standards required by applicable consumer law.

If you receive a product that is faulty, damaged, incorrect or not as described, please contact us as soon as possible.

Depending on the circumstances and your applicable rights, the appropriate remedy may include repair, replacement or refund.

Please do not return a faulty product without first contacting us for return instructions.

Our Refund Policy contains further information about faulty and incorrect products.

17. Manufacturer warranties

Some products include a manufacturer's warranty.

A manufacturer's warranty is separate from, and does not replace, any statutory rights you may have against Theatre Supplies Group.

Warranty terms, duration and exclusions may vary by manufacturer.

We may need to inspect a product or refer a warranty claim to the manufacturer before confirming whether a fault is covered by the applicable warranty.

18. Business-to-business orders

Where you purchase wholly or mainly for business purposes, consumer cancellation and change-of-mind rights do not apply.

B2B returns are accepted only where agreed by Theatre Supplies Group in writing or where required under the applicable contract or law.

Any discretionary business return may be subject to conditions including return carriage costs and a reasonable restocking charge. We will tell you about any applicable conditions before approving the return.

Where products are purchased for a particular business application or system, you are responsible for ensuring that they are suitable for your requirements unless you have specifically made those requirements known to us and we have agreed suitability in writing.

Nothing in this section excludes rights or remedies relating to goods supplied in breach of contract.

19. Promotions, discount codes and special offers

Promotions, discount codes and special offers may be subject to additional terms shown at the time of the promotion.

Unless stated otherwise:

• Discount codes cannot be exchanged for cash

• Only one discount code may be used per order

• Discounts apply only to eligible products

• Promotions may have a stated start and end date

• Promotional availability may be limited

We may withdraw or correct a promotion where there has been an obvious error or where reasonably necessary, but this will not affect orders already accepted except where permitted by law.

20. Gift cards

Where gift cards are offered, additional terms may apply and will be made available when purchasing or using the gift card.

Gift cards cannot normally be exchanged for cash except where required by law.

21. Reviews, feedback and submitted content

If you submit a review, photograph, comment, suggestion or other content to us, you remain responsible for that content and must have the right to provide it.

You must not submit content that is unlawful, defamatory, abusive, misleading, infringing, fraudulent or contains malicious software.

Where you provide content for publication, you grant us a non-exclusive, royalty-free licence to use, reproduce and display that content in connection with Theatre Supplies Group and its marketing.

We may moderate or remove submitted content where reasonably necessary, including where it breaches these Terms or applicable law.

22. Intellectual property

Unless otherwise stated, the content of this website, including text, graphics, logos, photographs, videos, design elements and other material created by or for Theatre Supplies Group, is owned by or licensed to us and is protected by applicable intellectual property laws.

You may use the website for your own personal or legitimate business purchasing purposes.

You may not reproduce, distribute, commercially exploit or substantially copy our website content without our permission, except where permitted by law.

Product names, manufacturer logos and trademarks belonging to third parties remain the property of their respective owners.

23. Third-party websites and services

Our website may contain links to websites or services operated by third parties.

These links are provided for convenience or additional information.

We do not control third-party websites and their own terms, privacy practices and policies will apply when you use them.

Nothing in this section limits any responsibility we have where the law makes us responsible for something we have done or failed to do.

24. Website availability

We aim to keep our website available and working correctly, but we cannot guarantee uninterrupted access.

We may temporarily suspend access for maintenance, security, technical problems or circumstances outside our reasonable control.

We may also update, change or discontinue website features from time to time.

Any changes to the website will not remove rights arising from orders we have already accepted.

25. Our liability to consumers

Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so.

In particular, we do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or your statutory rights relating to goods supplied by us.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for business losses suffered by a consumer where the purchase was made wholly or mainly for personal purposes.

26. Our liability to business customers

This section applies only to business customers.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.

Subject to this, and to the fullest extent permitted by law, we will not be liable for:

• Loss of profits

• Loss of revenue

• Loss of business or contracts

• Loss of anticipated savings

• Loss of goodwill

• Loss of business opportunity

• Indirect or consequential loss

Subject to any liability that cannot legally be limited, our total liability arising out of an individual order will not normally exceed the amount paid or payable to us for the goods giving rise to the claim.

Nothing in this section affects any separately agreed written terms applying to a business account, quotation or contract.

27. Events outside our control

We will not be responsible for a failure or delay in performing our obligations where the failure or delay results from circumstances outside our reasonable control.

These may include severe weather, carrier disruption, industrial action, failure of utilities or communications networks, natural disasters, acts of government, import or export restrictions, customs delays or significant supplier disruption.

Where such an event affects your order, we will take reasonable steps to minimise the impact and will contact you where appropriate.

Any statutory rights you have as a consumer remain unaffected.

28. Privacy and cookies

We process personal information in accordance with our Privacy Policy.

Our website also uses cookies and similar technologies. Information about how these are used and the choices available to you can be found in our Privacy Policy and cookie settings.

29. Changes to these Terms

We may update these Terms and Conditions from time to time to reflect changes to our business, website, services or legal requirements.

The version in force when an order is accepted will normally apply to that order.

Changes to these Terms will not retrospectively alter an existing contract unless required by law or agreed with you.

30. If part of these Terms is unenforceable

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited to the extent necessary.

The remaining provisions will continue to apply.

31. No waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

32. Governing law

These Terms and any contract between you and Theatre Supplies Group are governed by the laws of England and Wales.

If you are a consumer, this does not deprive you of any mandatory legal protections that apply to you.

If you are a business customer, the courts of England and Wales will have exclusive jurisdiction over disputes arising from these Terms or an order, unless we have agreed otherwise in writing.

33. Contact us

If you have a question about these Terms and Conditions or an order, please contact:

Theatre Supplies Group
Stage Sound Solutions Limited
Unit A, Avenue Park Industrial Estate
Pentwyn
Cardiff
CF23 8HE
United Kingdom

Email: sales@theatresuppliesgroup.com