Terms of Sale

Please read the following important terms and conditions before you buy anything on our website and check that you understand and agree with all of our terms and there is nothing that you are not willing to agree to.

Summary of some of your key rights:

  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.
  • The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.
  • The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.

Terms of sale:

This contract sets out:

  • your legal rights and responsibilities;
  • our legal rights and responsibilities; and
  • certain key information required by law.

In this contract:

  • We’, ‘us’ or ‘our’ means REL Acoustics Limited. We are a company registered in England and Wales. Our company number is 05455463 and our registered office and trading address is at REL Acoustics, North Road, Bridgend Industrial Estate, Bridgend, Mid Glamorgan, CF31 3TP. Our VAT number is ; and
  • You’ or ‘your’ means the person using our site to buy products from us.

If you don’t understand any of this contract and want to talk to us about it, or have any other questions regarding our products or services, please contact us

  1. Introduction

1.1 If you buy any products on our site you agree to be legally bound by this contract.

1.2 You may only buy products from our site for non-business reasons.

1.3 We are only able to deliver products within mainland Great Britain.

1.4 This contract is only available in English. No other languages will apply to this contract.

1.5 By law, we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please read the order acknowledgement email (see clause 3) or contact us using the details set out above.

1.6 The key information we give you by law forms part of this contract (as though it is set out in full here).

1.7 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

2. Your privacy and personal information

Our Privacy Policy is available at rel.net/uk/terms-of-sale.

Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with ourPrivacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

3. Ordering products from us

3.1 Below, we set out how a legally binding contract between you and us is made.

3.2 You place an order on the site by visiting our product pages, pressing Add to Cart for each product you intend to purchase, and then following the instructions provided to complete your order. Please read and check your order carefully before submitting it. If you need to correct any errors in your order, the site will enable you to do so before submitting it to us.

3.3 When you place your order at the end of the online checkout process (e.g. when you click on “Place Order”) we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.

3.4 We may contact you to say that we do not accept your This is typically for the following reasons:

3.4.1 the products are unavailable;

3.4.2 we cannot authorise your payment;

3.4.3 you are not allowed to buy the products from us;

3.4.4 we are not allowed to sell the products to you;

3.4.5 you have ordered too many products; or

3.4.6 there has been a mistake on the pricing or description of the products.

3.5 We will only accept your order when we email you to confirm this (Confirmation Email). At this point:

3.5.1 a legally binding contract will be in place between you and us; and

3.5.2 we will dispatch the products to you.

3.6 If you are under the age of 18 you may not buy any products from the site.

4. Delivery

4.1 We use Fedex to deliver most small parcel products, though we may use other carriers as and when required. Where possible, we will provide details of the carrier in the dispatch confirmation, together with tracking information (where available).

4.2 Where available, we will provide an estimated date (or date window) for delivery of the products. If something happens which:

4.2.1 is outside of our control; and

4.2.2 affects the estimated date of delivery;

we will let you have a revised estimated date for delivery of the products.

4.3 Delivery of the products will take place when we deliver them to the address that you gave to us.

4.4 Unless you and we agree otherwise, if we cannot deliver your products within 30 days, we will:

4.4.1 let you know;

4.4.2 cancel your order; and

4.4.3 give you a refund.

4.5 You are responsible for the products when delivery has taken place. In other words, the risk in the products passes to you when you take possession of the products.

4.6 We do not make deliveries to any addresses outside of mainland Great Britain.

4.7 Signature is required upon delivery. REL Acoustics Ltd. Does not take responsibility for missed delivery or lost product after signature is provided to shipping carrier.

5. Payment

5.1 We have appointed Stripe, Inc. as our payment processor. When completing your order, you will be asked to provide your payment information, which Stripe, Inc. shall use to collect payment of the order amount. Payment shall be remitted to us by Stripe, Inc. You can find details of the payment types accepted by Stripe, Inc. athttps://stripe.com/payments/features#cards.

5.2 Your payment information shall be held by Stripe, Inc. and we shall not have access to such information. Therefore, we cannot take responsibility for the storage of such payment information and, in the absence of negligence on our part, any failure by us to comply with this contract or ourPrivacy Policy (see clause 2) or breach by us of our duties under applicable laws, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any payment information provided when you place an order via our site.

5.3 Your credit card or debit card will be charged when your order is placed and processed by our system.

5.4 If your payment is not received by us and you have already received the products, you:

5.4.1 must pay for such products within 14 days; or

5.4.2 must return them to us as soon as possible. If so, you must keep the products in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the products) and not use them before you return them to us.

5.5 If you do not return any products (such as where you have not paid for them) we may collect the products from you at yourWe will try to contact you to let you know if we intend to do this.

5.6 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 4 and 5.

5.7 The price of the products:

5.7.1 is in pounds sterling (£)(GBP);

5.7.2 includes VAT at the applicable rate; and

5.7.3 does not include the cost of delivering the products to you. We provide free standard shipping on our products, although we may also offer expedited shipping options, which shall be payable separately at the rate shown when you place your order

6. Nature of the products

6.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the products:

6.1.1 are of satisfactory quality;

6.1.2 are fit for purpose; and

6.1.3 match the description provided by us.

6.2 We must provide you with products that comply with your legal rights. Any products sold:

6.2.1 at discount prices;

6.2.2 in refurbished or used condition; or

6.2.3 as substandard;

will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

7. Our customer promise

7.1 We want all customers to have a great buying experience with us and enjoy our products, so provide our ‘Customer Promise’ for all sales made via our website. You can view details of our Customer Promise at https://rel.net/uk/customer-promise/

7.2 Our Customer Promise includes a no-obligation trial with free returns if you are not entirely satisfied with your purchase. Details of this trial, including the conditions which apply and how to complete a return, are available at the weblink above. This trial and return scheme is separate to, and does not prejudice, any statutory rights you may have (including the right to cancel described in clause 9 below).

7.3 Our Customer Promise is a discretionary service provided by us and shall not form part of our obligations under this contract. We reserve the right to amend or remove any part of the Customer Promise from time to time. Please review the Customer Promise prior to placing each order as details may have changed since you last reviewed it.

8. Our product warranty

8.1 Products sold via our site are covered by the REL Acoustics three-year warranty (unless otherwise stated in relation to a particular product). Our products will come with instructions on registering your product with us, though this is not a mandatory requirement in order to benefit from our warranty.

8.2 For more details on the warranty, including instructions on contacting us and applicable limitations and exclusions, please visit https://relsupport.zendesk.com/hc/en-us/articles/227437467-UK-and-Germany-

8.3 not prejudice any statutory rights you may have, including your rights under the Consumer Rights Act 2015, as briefly summarised at the top of these terms.

9. Right to cancel

9.1 In addition to the rights set out above, statutory laws give you have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the products (or the last of the products if we use multiple shipments).

9.2 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email) using the contact details at the top of these terms. You may (but are not required to) use the following model cancellation wording:

Email is sales@rel.net

Model cancellation form

To REL Acoustics Limited, North Road, Bridgend Industrial Estate, Bridgend Mid Glamorgan, CF31 3TP (email address: Sales@rel.net):

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the sale of the following products:

[insert details of products and/or order reference number(s)],Ordered on [*]/received on [*],

Name of consumer(s),Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate

9.3 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

9.4 If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

9.5 We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you.

9.6 We will make the reimbursement without undue delay, and not later than:

9.6.1 14 days after the day we received back from you any products supplied; or

9.6.2 (if earlier) 14 days after the day you provide evidence that you have returned the products; or

9.6.3 if there were no products supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

9.7 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

9.8 If you have received products:

9.8.1 you shall send back the products, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the products before the period of 14 days has expired;

9.8.2 you will have to bear the direct cost of returning the products unless we specifically agree otherwise; and

9.8.3 you are only liable for any diminished value of the products resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the products.

10. End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

11. Limit on our responsibility to you

11.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for any:

11.1.1 losses that:

(a) were not foreseeable to you and us when the contract was formed;

(b) that were not caused by any breach on our part;

11.1.2 business losses; and

11.1.3 losses to non-consumers.

11.2 You acknowledge and agree that you are fully responsible for using our products in accordance with their specifications and instructions. In particular, you must exercise all due care and comply with the instructions when setting up our products (including by interfacing them with other hardware) and we do not accept any liability for loss of or damage to the products or any other tangible property, caused by your incorrect or improper installation and/or use of the products.

11.3 To the extent that we are legally able to limit our overall liability under this contract, and subject to the conditions and exclusions in clauses 11.1 and 11.2, our maximum liability to you under this contract, howsoever arising, shall not exceed the higher of (i) £500,000; or (ii) the total amounts paid by you for the products under this contract.

12. Disputes

12.1 We will try to resolve any disputes with you quickly and efficiently.

12.2 If you are unhappy with:

12.2.1 the products;

12.2.2 our service to you; or

12.2.3 any other matter,

please contact us as soon as possible and we will endeavour to resolve your complaint as promptly and amicably as possible.

12.3 If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.

12.4 The laws of England and Wales will apply to this contract.

13. Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.