Returns Policy

Contacting us

Please note the opening hours are Monday – Friday |9:00am – 5pm (closed on Bank and Public Holidays)

The Distance Selling Regulations 2000 And Your Right To Cancel

(please note – excludes trade counter and any in store purchases)

In accordance with The Customer Protection (Distance Selling) Regulations 2000 (updated June 2014), Hi-Lights   provides customers with the right to cancel an order within 14 days of the date of delivery. You must notify Hi-Lights of your intention to do so in writing within this period. Email notification can be sent to hello@hi-lights.tv. Goods must be returned at your cost and liability, unused and as new, complete with all accessories, cables, manuals and software in undamaged original packaging. Goods must be protected for transit by a double box or cardboard outer. Proof of purchase in the form of Hi-Lights packing slip or invoice must be provided with the goods. If an entire order is returned we will refund the value of a standard on-line delivery charge.

Hi-Lights may be able to arrange collection of unwanted goods during this “cooling off period”. Collections will be charged at £20 per parcel. If you are returning a parcel that is over 32kg or bigger than 100cm/1m in any dimension, please contact  us to get a quote on the collection charge.

Please note that the following are not covered under the right to cancel:

  • Recordable media (CDs, DVDs, Tape… etc)
  • Computer software
  • Due to health and safety considerations microphones, microphone pop filters headphones and IEM systems will only be accepted in unopened, security-sealed packaging.
  • “Customised” orders, including cut lengths of cable, custom looms
  • Non-stock special order items

Damaged Goods / Errors

If you believe that an order may have been damaged in transit to you, please sign for it as “damaged” to the carrier or refuse to accept the delivery. If you accept a damaged delivery, you must retain all original packaging for examination. You must notify Hi-Lights of any damage within 24 hours of receipt of goods. You must notify Hi-Lights of any error in orders within 3 days of receipt of goods. Please contact us on 0191 4950608 or email hello@hi-lights.tv

 

Defective Items (Warranty Repairs and Guarantees)

Please carefully read all manuals supplied with an item before you report it as faulty. There may be a relevant function that is not immediately obvious. Carriage charges are payable for any item found not to be faulty.

Please note that Warranty provisions do not cover normal wear-and-tear or consumable items such as DJ mixer cross faders, turntable styli or recordable media. Loudspeakers and power amplifiers are not covered by warranty if overdriven or misused in any way. Please note that some manufacturers advertise peak power figures rather than the more useful RMS or continuous power.

Please contact us on 0191 4950608 or hello@hi-lights.tv to arrange your return and be issued with a Returns Number.


Unwanted & unsuitable goods

If, on inspection, unwanted goods are found to be used, incomplete or marked, we will contact you to discuss a partial refund or shop credit.

Within 28 days from receipt of goods

If upon return to Hi-Lights an item is inspected and agreed to be faulty, at the discretion of Hi-Lights a replacement or refund will be offered. Collection of faulty goods can be arranged with Hi-Lights. Goods must be returned as new, complete with all accessories including manuals, cables and software in the original packaging. Supporting paperwork in the form of a note explaining the suspected problem, and the Hi-Lights invoice or packing slip must be included. Goods must be protected for transit by a double box or cardboard outer. Please note that replacements or refunds are not able to be processed unless these procedures are followed. Please note that no liability will be accepted for goods returned without original packaging.

After 28 days and before one year from receipt of the goods

If a fault develops during this period, Hi-Lights should be notified of your intention to return the equipment. Goods must be returned in original or as good as packaging for warranty repairs to be considered. Please note that no liability will be accepted for goods returned without original packaging. If upon inspection, the fault is found to be outside of the manufacturer’s warranty conditions, a charge will be made for diagnosis and return carriage.

After 12 months from purchase but still within the manufacturer’s warranty

Some (not all) manufacturers provide a warranty which is longer than 12 months. Please check manufacturer websites for information on their UK warranty. If a unit fails within the manufacturer’s warranty but outside the 12 month warranty offered by Hi-Lights, it will still need to be returned to Hi-Lights for testing and forwarding to the relevant service department. In this instance, it will be the customer’s responsibility to arrange safe delivery to Hi-Lights.

Out of Warranty Period – Repairs

We regret that at this time Hi-Lights are unable to organise out of warranty repairs.

 

Loudspeakers and power amplifiers are not covered by warranty if overdriven or misused in any way.

We are not authorised to confirm the status on overdriven loudspeakers and amplifiers, this will be down to the suppliers’ service centres digression.

An out of warranty status may apply after inspection for such items; full costing will be applied for the return or repair of the item.