Terms & Conditions
Who are we?
ProSound is a brand name of Digital-First Retail Limited (company number 11441187), a registered company in England and Wales, based at First Floor, Unit 5, Century Point, Halifax Road, High Wycombe, Bucks, HP12 3SL. Our UK VAT number is GB 303179233.
These terms apply when you shop with us through any of our online marketplace accounts or websites (our “Websites”), or access our services through any means. We keep these terms updated and we amend them every so often. It is important to check them before you shop, as the latest set will apply.
To legally place an order with ProSound you need to be over 16 years of age and have a valid payment method.
How to contact us
You may contact us though email at email@example.com. We're open Monday-Friday 9am-6pm and will do our best to get back to you right away.
If we need to reach out to you we'll get in contact through email, phone or your home address, so please let us know if any of these details change after placing an order.
Placing an order with us
When you place an order, you'll receive an acknowledgement e-mail confirming that we've received it. We then carry out our standard pre-authorisation fraud and available funds checks to make sure we're happy to move ahead.
We will only accept your order once payment has been approved and your account has been debited.
If you wish to cancel your order you'll have a limited time to do so, so please reach out to us as soon as possible. If we have a problem with your order, we'll get in contact through the details you've provided.
If you've ordered more than one product there's a chance that your order will be sent in multiple shipments, so may arrive on different days.
All orders are subject to availability. Occasionally, we may need to refuse or cancel an order if an item is out of stock, discontinued or we believe there may be something wrong with your account. If you think we've made a mistake, please get in touch with us.
We reserve the right to suspend all future deliveries to a particular customer account or address in the event that any of these Terms & Conditions are breached.
Pricing & Descriptions
All prices are in pound sterling and inclue VAT where applicable.
Orders are only final once accepted by both parties. Your acceptance of an order is assumed to be once you complete the checkout procedure on the website. Our acceptance of an order occurs once we ship the correct item to you after full agreed payment for that item has been received. Note incorrect shipments do not constitute acceptance of any incorrectly shipped product(s).
Occasionally we may find that a price, product description or promo has been posted incorrectly; if we find an error in your order we may not accept it, and we'll get in contact as soon as possible and give you the option of reordering at the correct price or cancelling. If you opt to cancel we will refund you in full.
Discount codes cannot be stacked or applied to products already on sale or on offer.
Depending on the value of your order or where you live, delivery costs may be charged. This will be added to your order when you proceed through checkout.
We like to treat our customers to the best promotions out there, so occasionally you'll receive discount codes which will drop the price of the products you are looking to buy. It's down to you to remember to add the discount code at checkout and each code will have specific T&Cs which will be highlighted in the email or social media post you receive.
If we notice misuse of any discount code, we reserve the right to refuse or cancel the order(s) in question.
DeliveryMost of our items include free postage, though where we do need to charge, the total delivery price will be visible on the item page and during checkout.
Before completing your order, you may have various delivery options to choose from with estimated delivery time and dates depending on the delivery address, and items.
We work really hard to try to meet all delivery times; however, sometimes there may be delays out of our control – such as bad weather or postal/courier delays. We will keep you updated as much as we can so you can track your order's progress.
We have a limited window to query deliveries. If you experience any issues with your delivery, please let us know within 2 days of the delivery date or date which your order should have been delivered, and we’ll do our best to help you.
Returns & RefundsSometimes an item isn't right for you, and you would like to return it for a refund. We understand this, so we've made our returns process simple. There are some products that have restrictions or may not be returnable - our Returns Policy does not affect your statutory rights.
• Returning an unwanted item:
We ask that you take good care of the item while in your possession. This means that you can examine the item as you would in a shop, but please do not open the item, start using, assembling or inputting any personal data or software. All unwanted returns should be in their original condition and packaging, including all the original accessories and leaflets provided. If the item was purchased as a part of a bundle, you must return all items that were a part of the bundle.
You can return an unwanted item within 30 days of receiving it, as long as it is still in its original condition. If you request a return for an item during the above time frame but you can't return it to us for some reason, please get in touch – please note, any refund will be at our discretion.
• Returning a faulty or defective item:
If you believe there is a fault or defect with your item, you can return it within 30 days of receiving it for a refund. All returns are tested by our technical team to verify the error or defect reported before any refunds can be processed.
If the item is found not faulty or defective, your return may be rejected.
• Returning an incorrect or damaged item:
Sometimes we make mistakes, the wrong item is posted, in poor condition or arrives damaged. It is vital that you let us know within 2 days of receiving it by sending us images of the item received, along with any other information requested by our team.
• Returning leaking and hazardous items:
If you have received an item containing liquids that are leaking, damaged or considered hazardous, please let us know as soon as this has been discovered. We will let you know how to safely dispose of the item and process your refund.
Returns we can't accept• Hygiene and consumable items:
Some items can’t be returned like headphones or ink once opened or used. It is important that you check the item description before you order or open the item and remove the original wrapping/seal. For hygiene reasons, certain items cannot be returned once the seals have been removed.
• Digital storage, downloads, subscriptions and games:
We’re unable to accept returns for games, digital storage (E.g. SSD, HDD, SD), downloads or subscriptions once activated, opened or used.
• After 14 days of accepting a return:
Please return products to us as soon as possible once the return is accepted. Failure to return an item within 14 days of acceptance may result in us rejecting the return.
• After 30 days of receiving your items:
We don't accept returns for unwanted items after the above returns period.
If your item presents a fault after 30 days of receiving it, we will arrange to repair or replace the product where possible. If you notify us of a faulty product after six months, you may be asked for additional evidence before we can continue with a claim.
It is vital that you have your order receipt and serial number (if applicable) when logging a manufacturer warranty claim. You can contact the manufacturer directly to register your warranty claim, alternatively, if you have any questions or need help, please contact us.
RefundsOnce the item has been returned, assessed and verified, we'll process your refund.
Refunds may take up to 10 days for the funds to appear in your account. Please note that if you return products that do not meet, or are outside our returns policy, we may be unable to process a full refund.
Where we arrange return delivery, a charge of at least £3.99 will be deducted from the refund amount for unwanted items.
We will reduce the amount of the refund up to 50%, or reject the return in full, if any of the following apply:
The item or the packaging has been opened, damaged, or handled excessively
If the condition does not meet our quality requirements (eg. cosmetic defects, wear)
If the item is incomplete (not as sold, missing parts or accessories).
Please note returns that are not accompanied by an authorisation number will be rejected. Your returns authorisation number must be clearly displayed on the return packaging and we ask all reasonable care is taken to ensure the goods are suitably packaged.
Please note: once a returned item has been processed by our returns team, we can't send it back to you.
Rejected ReturnsReturns may be rejected if any of the above terms are not followed, or an item meets our policy for rejection. Rejected returns may be disposed of. You should contact us immediately if a return is rejected, and you may need to organise collection of the product from us.
Don't ruin the fun for everyone!
It goes without saying that you shouldn't misuse or tamper with our account, website or services or steal our customers' data. Doing any of these things may be a criminal offence and ProSound will report any such activity to relevant law enforcement authorities.
Individuals involved in theft or fraudulent activity may also be reported to any relevant authorities.
Intellectual property, software & content
Digital-First Retail Limited owns or has permission to use the intellectual property rights on our website, blogs and content. Which means you are not allowed to use the ProSound logo, any ProSound brand/trademark, our account, website or content without our express permission.
It's fine to promote ProSound if you have written permission from ProSound HQ, the content is fair and legal and doesn't ruin our reputation. Please do not link ProSound to any form of endorsement if no arrangement exists.
Feedback - good or bad!
If you simply need us to explain anything mentioned above or you're unhappy with the service we've provided please reach out to us.
From time to time things can go wrong and if our support team are unable to resolve your issue, you may wish to make a complaint to:
The Retail ADAR (www.retailadr.org.uk):
Post: The Retail ADAR,12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW (Tel: +44 20 3540 8063)
The EU Online Dispute Resolution platform: www.ec.europa.eu/consumers/odr
We accept liability for death and personal injury arising from our negligence. If ProSound fail to comply to these Terms & Conditions, we are responsible for loss or damage you suffer as a foreseeable result of us breaching this contract. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract is made, both you and ProSound knew it might happen, for example, if you discussed it with us during the sales process. We will only be liable for loss or damage up to the total value of goods purchased.
We are not responsible for losses not caused by our breach or negligence, indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us for example loss of profits or reputation. We are also not responsible for the failure of goods if they occur from events beyond our reasonable control.
Please read the instructions, manuals and other user documentation that comes with your products carefully. We recommend that you use all products safely and in accordance with the manufacturer’s guidelines.
GeneralWe have the right to amend, remove or vary our services and/or any part of our account or website (including our T&Cs) at any time. These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts.
All notices shall be given to us, by email or by post to our addresses provided above. All notices sent by email will be deemed to have been received on the day that they are sent or, if sent on a national holiday in England or on a Saturday or Sunday, the next working day following the day on which the email was sent. All notices sent by post will be deemed to have been received 3 working days after the date of posting.