All items returned to Digital Village must have a returns authorisation.
Any goods sent back without firstly obtaining a returns authorisation
could be subject to significant delay
To obtain a returns authorisation:
Please email details of your request (including your order number and postcode, and serial number of the unit in question) to webreturns@digitalvillage.co.uk. Please be as detailed as possible with the fault description as this will speed up the process in the event of an item requiring repair or replacement. We will endeavour to answer your email within 3 working days, between 8:30 – 17:30 Monday to Friday (except public holidays). Emails sent over the weekend will be answered during the following week.
Goods should be returned to Digital Village with their original packaging.
Digital Village will not be held responsible for any damages incurred
in returning goods to us. The condition of the goods will remain the
customer's responsibility until goods have been booked in and assessed
by Digital Village.
Any return labels should not be placed directly on the item packaging.
Please wrap any items to be returned in a protective layer and place
any labels on this outer packaging.
Please Note: Items returned without a valid returns number will not be accepted and will be returned to the sender.
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Missing, Damaged or Incorrect Orders
If goods that you are receiving appear to have significant external
damage the customers should refuse delivery and contact Digital Village
on webreturns@digitalvillage.co.uk.
If you accept delivery of goods and, on further inspection, they are
damaged customers should follow the returns procedure outlined above.
If it appears that you are missing goods, please contact orders@digitalvillage.co.uk or
call 01708 771 951. We advise that you check the dispatch document carefully
as your delivery may only contain a part shipment of your order.
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7 Day ‘No Quibble’ Guarantee - updated (14/11/07)
Goods may be returned to Digital Village for a full refund (certain
items are excluded from this offer) within 7 days of receipt.
- All microphones, any in-ear earphones, or in-ear monitors,
and any other items that touch your mouth, your nose, or your inner
ear cannot be returned for refund under the No Quibble Guarantee once opened due to our health and
safety policy.
- Goods ordered specifically to meet a customer's requirements cannot be returned under the No Quibble Guarantee, for example, a bespoke computer system.
- Software, media, sample CD’s and any other copyrighted goods
cannot be returned for refund under the No Quibble Guarantee if the item has been opened.
If your goods are eligible to be returned under the 7 day ‘no
quibble’ guarantee then follow the returns procedure above. Items
returned for refund under the 7 day ‘no quibble’ guarantee
must be returned by the customer at the customer’s expense. All
items are inspected upon receipt at Digital Village.
The customer has a statutory duty to take reasonable care of any goods
while in their possession if they wish to return them for refund. Goods
returned for a refund must be in a satisfactory condition. If you have
opened the box to look at or try the product you must have done so taking
reasonable care of the products and not damaging them in any way. Items
must be returned with their original unmarked packaging with manuals,
original documents, accessories, registration card and any free gifts
intact.
If it is decided that the customer has not taken reasonable care
of the product while in their possession then recompense may be pursued.
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Faulty Goods
If you suspect your item is faulty, please refer to the user manual
to check the functionality of the product. The suspected fault may be
part of the usual operation of the product of which you were previously
unaware.
If the fault is due to inappropriate handling or unsuitable packaging
or shipment by the customer or a third party on behalf of the customer, the use of inappropriate accessories or an alteration of
the original components by the customer or a third party then this
fault may not be covered by warranty.
Items that are subject to mechanical wear (e.g. speaker drivers, DJ
mixer crossfaders, guitar amplifier valves) may not covered by warranty
Goods Developing A Fault Within 28 Days
Items developing a fault within 28 days of receipt will be eligible
for replacement. If your item is faulty then follow the returns procedure
above.
Once the fault is confirmed a replacement item will be sent. If an item
is not in stock then a replacement will be sent as soon as possible.
If the fault cannot be reproduced we will contact you to discuss this
and send the item back to you.
Goods Developing A Fault After 28 Days Within The 12 Month Warranty
Items developing a fault after 28 days of receipt will be eligible for
repair or replacement depending on the manufacturer's policy. If your
item is faulty then follow the returns procedure above.
Once the fault is confirmed the item will be sent back to the manufacturer
for evaluation
- If the manufacturer opts to repair the goods then we will return
the repaired goods to you
- If the manufacturer opts to replace the goods then we will return
a replacement to you
- If the fault cannot be reproduced we will contact you to discuss
this and send the item back to you
Goods Developing A Fault After The 12 Month Warranty Period
Items developing a fault after 12 month warranty period are not eligible
to be sent back to Digital Village. We can, upon request, offer the details
of a recommended service centre that may be able to repair your goods.
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