Returns & Refunds

Last updated: 25 September 2026

We want you to be happy with your purchase. This page explains how returns, cancellations, refunds and faulty products are handled.

Nothing in this policy affects your statutory rights.

1. Cancelling an online order

If you are a consumer purchasing from us online, you generally have the right to cancel your order within 14 days of receiving the goods without giving a reason.

If you wish to cancel, please contact us within the applicable cancellation period.

You can contact us by:

Email: support@acousticmatters.uk

Please provide:

• Your name

• Order number

• The products you wish to return

• Your preferred method of contact

2. Returning an item

After notifying us that you wish to cancel, please return the goods to:

5 Canterbury Road, Sittingbourne, Kent ME10 4SG

Please include your order number with the returned goods so that we can identify your order.

Unless the goods are faulty, damaged or incorrectly supplied, you are responsible for the direct cost of returning goods when the law allows this.

We recommend obtaining proof of postage when returning an item.

3. Condition of returned goods

You may handle goods to the extent necessary to establish their nature, characteristics and functionality.

If goods have been handled beyond what is reasonably necessary to inspect them and their value has consequently been reduced, we may be entitled to make a deduction from the refund where permitted by law.

For CDs and DVDs, please take reasonable care not to scratch, damage or otherwise alter the disc, case, artwork or packaging.

4. Faulty, damaged or incorrectly supplied items

Please contact us if:

• An item arrives damaged

• An item is faulty

• You receive the wrong item

• An item does not match its description

Please provide the order number and, where appropriate, photographs showing the problem.

We will investigate the issue and provide an appropriate remedy in accordance with your statutory rights.

5. Refunds

Where you cancel an eligible distance purchase, we will process the refund in accordance with applicable law.

Unless a lawful deduction applies, the refund will normally include the cost of the standard delivery option originally paid for.

If you selected a more expensive delivery service, we are not normally required to refund the additional amount above the cost of standard delivery.

Refunds will normally be made using the original payment method.

6. Timing of refunds

Where goods are returned following cancellation, refunds will be processed within the applicable legal timeframe.

We may wait to issue a refund until we have received the returned goods or you have provided evidence that they have been returned, whichever occurs first, where permitted by law.

7. Exchanges

We may offer an exchange where appropriate, but an exchange is not always available because stock levels can change.

If the same product is unavailable, we will discuss the available options with you.

8. Items purchased from other sellers

This returns policy applies only to products purchased directly from Acoustic Matters.

It does not apply to products purchased through another retailer or marketplace.

9. Statutory rights

Your legal rights are not affected by this policy.

Consumer law provides protections concerning matters including goods being as described, satisfactory quality and fitness for purpose.

10. Contact us

For returns or refund enquiries:

Acoustic Matters
5 Canterbury Road, Sittingbourne, Kent ME10 4SG
Email: support@acousticmatters.uk

Please quote your order number whenever possible.