TERMS AND CONDITIONS
The seller is Willow Tree Audio, specialist audio business.
All goods are sold at terms at or above the Sale of Goods Act 1979, Distance Selling Regulations 2000, Data Protection Act 2018, and GDPR.
Our terms and conditions apply to orders received by phone, internet, or e-mail. Placing an order indicates your acceptance of these terms and conditions, so please read them carefully and print a time-stamped copy for future reference. These terms and conditions do not affect your statutory rights. We reserve the right to change these terms and conditions at any time without notice.
Ownership of Goods
Ownership of goods belongs to the purchaser when Willow Tree Audio has received your payment is full and goods have been delivered. Any communication will be through Willow Tree Audio and the original purchaser only.
If you are unsure what item(s) to purchase or what items work well together, please contact us for advice before making your purchase. We cannot be held responsible on subjective matters of characteristics, nor your system or room acoustics. We will hold ourselves responsible for professional advice given to you verbally or in writing.
Please check dimensions and weight of the item(s) of interest before buying.
We accept orders by phone and by e-mail. Please call us on 07412690415 or e-mail us
Description of goods
All product descriptions, specifications, images and other information published online or in our advertisements is expressed in good faith and may be liable to change. They are provided by suppliers, manufacturers and publications (online or otherwise). We cannot guarantee the reliability or accuracy of this information.
Full product details and specifications are available from most manufacturer's websites.
Availability of goods
All products and services are subject to availability and may be withdrawn at any time. If the goods are not supplied as specified within a reasonable period of time, we may contact you to offer a similar product. We shall not be liable for any losses, costs, damages, charges, or any expenses caused by any delay in the delivery of the goods if they are delivered in a reasonable period of time.
Regulations state goods must be delivered within 30 days from the date of sale, unless a longer period has been agreed prior to this period ending. Our target delivery is 1-3 working days for UK (mainland) deliveries depending on stock levels and suppliers. We reserve the right to cancel any order if an item is delayed beyond a "reasonable" period of time.
CARD: We accept credit/debit cards including Visa and Mastercard, which are processed in a secure payment area. You must provide us with your exact billing address and telephone number, which is held with your credit/debit card company. Any incorrect information given will cause delays in your order being processed.
BANK TRANSFER: We accept bank transfer which is the fastest path from order to shipping. For security we can accept a token transfer to assure secure electronic receipt of funds. We will confirm such receipts immediately by email.
DELIVERY TIMES: All items shipped on a next day, insured and trackable service. Deliveries to the highlands, Isle of Man or Ireland may take up to 3 working days to arrive.
INTERNATIONAL SHIPPING CHARGES: Please contact us prior to placing your order. This will allow us to discuss with you the different options available and the cost of this. We can then send you a detailed invoice with the shipping included for payment.
CUSTOMS CHARGES: Customs duties do not apply for shipments into any UK area (including Isle of Man and Ireland). For shipments to any country outside of the UK (including to any EU country from 1st January 2021), customs duties will be charged when your delivery arrives in your country. Normally we will instruct the courier to clear goods. You will usually receive a separate customs invoice from the courier. Customers in these countries are responsible for all taxes and duties that may be incurred when the items enter your country. We expect it still may be cheaper to order from the UK as the customs duties you are paying from 1st January 2021 will generally be offset by the UK VAT that you are not paying (as per the prior arrangement). Please note, we are NOT responsible for those fees and suggest you check into customs regulations for your country before ordering.
FAILED DELIVERIES: If you do not receive your order within 5 working days after receiving your shipping confirmation, please contact the courier with the tracking information provided to check if your order is being held. If you do not have tracking information for any reason, please contact Iain@willowtreeaudio.co.uk for tracking details. If your order is kept by the courier, not collected and then returned to us, we charge for redelivery, so please ensure you contact the courier if you receive a missed delivery slip.
We are fully responsible for your goods until they are delivered to your door and signed or POD by our shipper. You are responsible for the goods when they have been signed for or accepted. After acceptance, any loss or damage to the goods shall be at your risk.
Damaged / Incomplete Deliveries
Please sign for your order "unchecked" even if it does not appear to be visibly damaged on arrival. By our careful choice of carriers, damage in transit rarely happens, but signing "unchecked" will cover any issues with the courier on receipt of a damaged item.
DAMAGED AND SHORT DELIVERIES: for shortage or damage please contact us immediately (within 24 hours) to arrange a replacement or refund. Please provide photos of damage or problems.
Do products include warranties?
Yes. 12 months warranty, parts and labour, return to base for repair, on all new or ex-dem products. Special offer sales offer 90 days warranty designed to show any deficiencies or damage in transit.
Warranties cover faults which do not occur from accident, neglect and/or misuse by the user. Routine maintenance (e.g. user interface configuration as specified in the instructions), is not covered under the manufacturers warranty unless specified.
All products are supplied with the manufacturers warranty. This is usually at least a year, but in some cases may be longer.
In the case of any fault, please contact us for advice before arranging a return.
UK CUSTOMERS (excluding Ireland): For items originally shipped by courier that develop a fault within the term of warranty, we will arrange courier collection and redelivery with you. For items that develop a fault within the remainder of the warranty period, please return the items to us using a suitable courier service.
INTERNATIONAL CUSTOMERS: You are responsible for shipping charges (both ways) for any returns for repair under warranty. Please do not order from us if you do not agree with this condition. As an alternative, we may agree in writing to a local repair arranged by the buyer.
All items shipped to Willow Tree Audio must be made with the original materials, cartons, and protection, and as originally protected by inner foam, anti-scratch paper, transit screws, etc.
Distance Selling Regulations 2000 (14 day returns). You have the right to cancel your order (for any reason), up to seven working days after the day of receipt, under the following conditions:
Special or customised orders are non returnable. This includes orders where finishes have been chosen and we have placed an order from the manufacturer with your chosen finish / colour / specification.
1. Cancellation must be in writing (a telephone call is not enough to constitute cancellation).
2. The goods must not be damaged or soiled in any way (otherwise we can not refund in full).
3. Cost of return is at your expense.
4. Goods arrive back undamaged (please insure the shipment if possible).
5. Goods are returned with their original packaging and complete.
6. Occasionally we may charge a restocking fee for returns.
Goods that do not meet the above criteria will be subjected to additional surcharges. All transactions processed comply with the Distance Selling Regulations 2000.
If you exercise your right to cancel, ownership reverts back to the supplier. The following goods are non returnable once opened: sealed media (unless faulty), cleaning fluids, general consumables (spray cans, cleaners), phono cartridges and earphones, unless damaged on delivery (please refer to Damaged / Incomplete Deliveries) Unwanted goods from international customers must be sent back at the customers expense without exception and in addition, you must declare the item as faulty product return (we will specify details to include on the box when we make the arrangements with you - any items returned without prior arrangement will be refused).
International returns must be declared as returned goods with the correct documentation and RMA included - otherwise items will be refused - please contact us by e-mail for instructions on how to return your order before sending it back.
In cases of returned orders which included free items, the free items must also be returned otherwise a 20% restocking fee may apply. In cases of returned items that formed part of a package deal, the equivalent price refunded on the returned item is at our discretion but is generally 50% off the package price.
Failure by us to enforce any of these terms and conditions will not affect our right to enforce the rest of these terms and conditions.
These terms and conditions are subject to change at any time without prior notice to you and do not affect your statutory rights.