The Consumer Contracts Regulations state:

When you buy goods online you have additional rights to return them.

This is because your decision may be based on a brief description or a photograph – so what you receive isn't always quite what you’d expected.

Under the Consumer Contracts Regulations, you are allowed to return an item if you simply change your mind.

You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. If your order has left the warehouse we will not get your delivery charge refunded and there will be a 25% restocking fee for the warehouse to receive the goods back in and restock all the products.

You need to notify us, Sound Insulation Store of your wish to cancel your order within 2hours of placing your order – by email. After this time your order will have left our warehouse and a restocking fee and delivery charge will be deducted as we have paid for a courier to collect the pallet and have to pay for the courier to return it to us.

You then have a further 14 days from the date you notify us, Sound Insulation Store of your cancellation to return the goods.

You must cover the cost for returning unwanted goods and a 25% restocking fee will be deducted. 

Just in case the retailer disputes you've returned your goods, we recommend you get proof of postage – this should be sufficient evidence to prove that you've returned the goods so that you can claim for lost good from your haulier.

Your refund for the goods must be paid within 14 calendar days after returning the goods, or evidence that they were returned.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

Where goods are returned by a consumer once out for delivery, a restocking fee of 25% of the sales value will be payable. Please note that carriage will not be refunded.

Any returned products must be booked in with us first as different products good to different warehouse. Any return not booked in prior to delivery will be rejected. Any return of products with damaged product on it will be rejected. WE DO NOT ACCEPT ANY RETURNS THAT ARE DAMAGED THE WHOLE PALLET WILL BE REJECTED.

If your product is damaged you must notify us at the time of delivery and call us to let us know. We need photos of the damaged goods showing all damaged items in one picture. We will either advise you to reject the delivery or collect the damaged good and replace them next day, we will tell you which you need to do at the point of the call. 

Items returned because they are damaged, defective or incorrect:

i. Sound Insulation Store or our agent will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

If you opted for enhanced service e.g. guaranteed next day, it only has to refund the basic cost.

To Return a product or request a refund please contact:

Telephone:  01928 571 856