Terms and Conditions of Service
Before sending any item for service at RJP Audio Overhaul Ltd, we recommend that you read the below terms and conditions surrounding our service policy.
Carriage of Products for Service
When shipping products for service / inspection, please bear in mind that the container used for its carriage must be of sufficient strength and thickness to be able to withstand not only the weight of the enclosed item but also any potential rough handling by the carrier.
This package will also ideally be used for the return carriage from RJP Audio Overhaul Ltd to the unit’s owner.
If RJP Audio Overhaul Ltd deem that the packaging is not fit for purpose, we reserve the right to repackage the unit at the customer’s cost (cost variable depending on item returned).
Any packaging received, which is damaged in transit and needs to be replaced, will be photographed and the photos will then be emailed to the customer confirming the need for repackaging.
Due to the nature of the products being shipped and their weight and value variations, RJP Audio Overhaul Ltd will perform a carriage estimate and include this in the ‘Quotation for Service’.
If insurance is required on the return carriage, then RJP Audio Overhaul Ltd MUST be notified of the product’s value by the customer. If no value is received, a flat £60 insurance value will be applied to the carriage quotation. Whether a quotation for service is accepted or not, the return carriage cost of the unit will become due in either instance.
Sending a Package
When sending a unit to RJP Audio Overhaul Ltd, regardless of any prior communication, we do ask that a covering letter is enclosed with the unit giving the below details:
- Customer name
- Customer address
- Contact telephone number
- E-mail address
- Make and model of unit
- A full description of the fault
- The unit value for insurance purposes (for return carriage)
From these details we will raise a unique customer client code and the repair number for the unit, which will need to be stated on any communication with RJP Audio Overhaul Ltd.
We also request that if the unit uses any manufacturer specific cables, or if a remote control is required to access certain functions, even the user guide, you enclose these please. Unfortunately, it is impossible for us to cater for every design on the market and only keep standard cables on site. If required, we will where possible, assemble bespoke cables, but this will add to service times and potentially costs.
Terms of Service Estimates
Please bear in mind that an estimate for repair is based on an initial inspection of the equipment. Unfortunately, further fault conditions can be discovered during services, which can impact the quantity of parts required and their respective fitting and testing times. Although every effort is made to capture all parts required in the first instance, further time and parts may be required to complete a repair. In this case, a further estimate will be submitted before further work continues.
The fitment of any parts mentioned in this quotation for repair do not guarantee that a unit CAN be repaired successfully. For example, if further parts are required, which are no longer available from normal supply chains (obsolete), or damage to PCBs (cracks / open circuit tracks / burning) is found when a unit is disassembled, which was not evident upon initial inspection, then a repair may need to be abandoned. In this event, any cost of parts already fitted, and any time applied at that point will become payable at the rate mentioned in the quotation.
To accept the quotation on these terms, we ask that only the parts cost set out in the estimate is paid in the first instance before the repair commences, and the labour cost will become payable upon repair completion. RJP Audio Overhaul Ltd’s current labour cost is charged at £35.00 per hour.
If the repair is deemed too costly by the customer or a second opinion is desired elsewhere by the customer, the unit will be made available for return to the customer. However, due to the physical time spent in diagnosing the potential fault condition, administrative time, and re-packaging time spent, RJP Audio Overhaul Ltd will invoice for one hour’s labour cost and the return carriage costs as set out earlier in these terms and conditions.
In the first instance, RJP Audio Overhaul Ltd will supply the customer with the repair estimate within one week of receipt of the item. Delays to this could be caused by current workload, hard to find components for pricing or difficult to pinpoint the fault conditions. In this instance, RJP Audio Overhaul Ltd will contact the customer to explain the delay during that week period. Unfortunately, RJP Audio Overhaul Ltd is unable to give any definitive timelines for completing repairs / services. RJP Audio Overhaul Ltd often discovers that some unit manufacturers are no longer in existence making finding service data and parts extremely difficult to source. Some products received are around twenty years old, which can potentially extend the time period of the service.
The main factor in service timeline delays is component parts. Although every effort is made to source the correct components locally (within UK), we often need to order parts from overseas. These purchases can take up to three months to arrive if ordered from China. Also, to track down strange faults (especially in digital circuits), we often need to order ‘prover’ parts. This means that there is the potential for multiple spares orders on one repair. This will then extend the service timescale.
Following the potential completion of a repair, all units where possible are function tested. CD players will be soak tested for several hours using different CD media. Amplifiers are run for a few hours using both direct Audio and sine wave sources. Unfortunately, NOT all functions can be tested given the number of inputs and connection types on the current product ranges. This being the case, we will test the main inputs and outputs that are most likely to be used by the customer.
Following the completion of a unit’s service, either a successful service or being returned unrepaired, the item will only be released by RJP Audio Overhaul Ltd once any outstanding monetary balances have been made and cleared. Options for clearing outstanding balances are listed on any submitted estimate released to the customer by RJP Audio Overhaul.
Once the balance is cleared, RJP Audio Overhaul Ltd will despatch the unit back to the customer’s address, which was supplied earlier. This will be a courier delivery to ensure the delivery is both insurable and traceable. The current preferred courier will be Parcel Force, but if a different courier is used, the customer will be informed. Should the customer wish to collect the unit or arrange their own courier collection, they should contact RJP Audio Overhaul Ltd to arrange and confirm the details.
Product sales Refund and Returns Policy
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund , first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at email@example.com.
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: RJP Audio Overhaul Limited, 23 Brandiston Road, Cawston, Norwich, Norfolk, NR10 4ET.
Refurbished products for sale are generally one off units. This being the case we will look to refund the defective item, unless we have an equivalent product which we can exchange the product for. In this instance we shall consult the end user prior to shipping to approve the suggested product exchange.
Exchanges or refunds can not be given on refurbished units due to cosmetic ‘marks’ being present. As these are deemed to be refurbished used items, some cosmetic marks are to be expected. Of course if a product has been damaged in transit then a refund etc can be offered. In this case, all packaging will need to be retained in case of courier inspection if an insurance claim is to be actioned for the damage. In these cases DO NOT send anything to RJP Audio Overhaul Limited unless authorised to do so.
To return your product, you should mail your product to: RJP Audio Overhaul Limited, 23 Brandiston Road, Cawston, Norwich, Norfolk, NR10 4ET.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at email@example.com for questions related to refunds and returns.