For full details of our regular returns policy, and technical product support contact details please click here

For orders placed during December, we are happy to make the following extensions to our returns policy.

• Unopened items can be returned for a full refund of the product price, provided you contact us before Wednesday 16th January for a returns number.
• Faulty items are not affected by these changes, and can be returned any time during the warranty period.

Please note that items returned over the Christmas period may take longer to process. If you need an update on the status of your return, please contact the customer service team quoting your returns reference at any time.

Here at AQ Sound, we believe in providing excellent customer service, and this includes aftersales care. If you've bought a product from us that you either no longer want or have found to be faulty then please read on to find out what to do next.

We hope you will be completely satisfied with your purchase. However, if you have purchased an item from us that you no longer want then you have 14 days to cancel your order (starting from the day after the delivery date). Customers wishing to cancel their order can exchange the item for something more suitable or request a refund. Orders cancelled within this 14 day period are eligible for a full refund of the price paid for the product once we receive the item(s) back. Delivery costs are not part of the refund unless the return is a result of our error.

Unwanted items should be returned to us in good condition, ideally in the original, undamaged packaging with all the accessories. Once received (or proof of posting has been provided) we will refund the money back onto the payment card used to make the purchase within 30 days.

We reserve the right to refund less than the full price of the product if it is received incomplete or in a condition that shows it has not been appropriately cared for. This applies to all orders cancelled after the first 7 days of receipt.

YOU MUST OBTAIN RETURNS AUTHORISATION BEFORE RETURNING ANY ITEM.

Should you find that an item is not working as expected, we suggest that in the first instance you contact the manufacturer. As the creator of the item the manufacturer has more information about the product to hand and should be able to offer plenty of troubleshooting advice. The number to call should be inside the product box, however below we have listed some of the support line contacts:

If the manufacturer is unable to solve the issues you are having then please email our returns team with your order number, the item that is faulty and a description of what's wrong with the item.

If you have purchased a PURE item and you find it to be faulty after the first 14 days of purchase then PURE would like you to deal directly with them. If you contact their Technical Support on 01923 277477 (option 3) or support@puredigital.com you will be issued with an RAN number and asked to send the item directly to them.

All items should be returned in full, with all accessories, cables, manuals and so on. These should be packed into the original manufacturer's product box. Items should then be packed into another box or wrapped securely to ensure they arrive with us safely. Please DO NOT WRITE OR STICK ANYTHING DIRECTLY ONTO THE PRODUCT BOX.

Before posting any item back to us you need to obtain a Returns Authorisation. This is a number which you will be required to put on the outside of the box. Items returned to us without this number on the box will take longer to process.

Smaller items should be sent back in the post. For your peace of mind we recommend that all items are sent by recorded delivery. If you are returning a faulty item or one that has been sent as a result of our error then we will refund the cost returning the item (maximum £9).

For larger items we can arrange a collection using our couriers. The price for this service is £12 and items take between 3-5 working days to arrive with us. If your item is faulty then you will not be charged for the collection. However if an item is collected and it is found not to be faulty by our technical team then you will be charged £12 for the collection.

Please send your item(s) to the following address:

AQ Returns
c/o AQORD Ltd
Unit 5, Leestone Road
Sharston Industrial Estate
Sharston
Manchester M22 4RN