If something is wrong, tell us
Your legal rights as a consumer in the United Kingdom apply to everything you buy from us, and nothing on this page reduces them. If an item arrives damaged, faulty, or not as described, you are entitled to put it right with us.
What to do
- Damaged in transit. Photograph the outer box and the item before you do anything else, then contact us with the photographs and your order number. Do not throw the packaging away.
- It arrived, but something is not right. Tell us what happens, and what you have already tried. Most of what people report as a fault in the first hour is not one — a turntable that plays quietly, or hums, usually has a straightforward cause. Our FAQ covers the common ones.
- It has genuinely failed. Contact us with your order number and a description of the fault, and we will sort out a repair, replacement or refund.
Before you write it off
Two things account for most "faulty on arrival" reports on any turntable, and neither is a fault:
- It plays much quieter than your CDs or streaming. That is normal — around 6 to 8 dB lower. Turn it up.
- It hums. Usually the earth wire or a switch in the wrong position. See the FAQ.
We would rather spend five minutes on an email than have you post a working turntable back to us.
How to reach us
Use the contact page. Tell us your order number and what is happening, and a person will read it.