Refund Policy

This page sets out the returns policy for goods and/or services purchased through this online store, which is operated by PAI Group (a trading name of Vaughan Sound Installations Ltd).

We are happy to do what we can to facilitate returns as follows: 

Incorrect order quantity and/or the wrong item? 

Stocked Items 

If an item hasn’t been installed and the packaging is intact, we may be able to accept a return for a credit, subject to a small restocking/handling charge. Details will vary by part - please contact us for confirmation.

If an item’s packaging has been opened or the item has been used or installed, please check with us first as the product will be termed 'Graded' and cannot be resold as new anymore.

Special Order Lines 

Unfortunately, we are unable to accept returned non-stocked products as these are ordered in on your behalf on a non-cancellable and non-returnable basis. Please be certain you have the correct items in your basket before completing orders including these items. 

Damaged/Wrong Item 

PAI Group's goal is to ensure that all our customers receive the products they order, promptly and in the best condition. In the unlikely event you receive an incorrect or damaged item, we will of course resolve the problem as soon as practically possible. 

Carrier deliveries are not under our direct control. All goods should be fully inspected upon arrival and any discrepancies reported to us within 24 hours, including photo evidence etc. Items must not be signed for as unchecked, as these will be disregarded. 

Non-Working Items (aka Dead on Arrival or DOA) 

Items should be checked for correct operation upon delivery and any issue(s) reported to us within two working days. Once we have verified these details, should an advanced replacement be available, this will be chargeable and the faulty item will be credited on return.

Items must be returned immediately. Please note credits cannot be raised if there is no actual fault found, the product has been mistreated, or the product has been incorrectly installed.

All returns must be approved with us prior to shipping. 

Warranty 

All new products supplied are covered by manufacturers’ warranties for the prescribed duration, the details of which should be checked on ordering. Please contact us for any clarifications required. 

Some manufacturers offer extended warranties and details of any additional cover will be detailed in the product description. 

Warranty claims should be made directly to the manufacturer, following the instructions provided in accompanying product literature.

Should you have any queries or require further information regarding refunds and returns, please contact us on +44 (0)1554 740500 or emailinfo@paigroup.com.