The Customer’s signature will be required at the time of receipt and goods cannot be left without such a signature.
Please examine your parcel on delivery and note any damages when signing for the goods. All damages should be reported to us within 24 hours. Providing you contact us within 24 hours, and can supply appropriate photographic evidence, we will arrange to have the damaged item collected and get a replacement out to you as soon as possible, normally the next working day.
If you receive an item and it is incorrect, or there is a shortage you must let us know as soon as possible within 72 hours. If you receive incorrect goods we will arrange to have them collected and get the correct items out to you. Incorrectly shipped goods remain the property of Eclipse Sound & Lighting and do not constitute unsolicited goods.
All shipments in transit from Eclipse Sound & Lighting are covered by the carrier’s insurance.
Claims for non-delivery must be made within 7 working days of the expected delivery date. Claims will not be accepted after this time.
In the event of your item being DOA (dead on arrival) we will either arrange collection of the faulty item, or supply you with a freepost return label to send the item back to us. Once the item has been received by Eclipse Sound & Lighting and the fault confirmed (this may require the item being returned to the manufacture for inspection) we will provide either an advance replacement or a refund of the transaction. The supply of a replacement is subject to availability. For an item to be classed as ‘DOA’ you must contact us within 14 days of receiving your goods, with a fault description.
Please be aware that we can only respond during normal business hours.
Failed delivery due to customer (i.e. customer not present or refused goods) that are returned to Eclipse Sound & Lighting are subject to a £15 charge for return. If the same goods are requested to be re-delivered, the cost of a re-delivery charge will apply.
Acceptable orders that have been placed and cleared by 3pm weekdays will normally be shipped that day for expected delivery in one to two working days Mainland UK, N. Ireland & Republic of Ireland, (barring systems failure etc.). If an order has not cleared in time or there is any unforeseen delay Eclipse Sound & Lighting will contact the customer to inform them of any delay.
Eclipse Sound & Lighting defines ‘cleared orders’ as orders that have cleared funds and security checks.
If we have to part ship an order, due to temporary stock shortage, subsequent part shipments will not carry a delivery charge. We will always try to let you know if an item is out of stock at the time when you place your order. If, however, you order new release items, we shall hold the order until all items are in stock unless you agree to pay an additional shipping charge.
Delivery charges are for Mainland UK, N. Ireland & Republic of Ireland only, extra carriage will be charged for deliveries to, Isle of Wight, Channel Islands, Isle of Man, and Highlands of Scotland.
Very large or Heavy items over 23 kgs sometimes have an extra carriage charge.
You can buy in confidence from Eclipse Sound & Lighting. If you find the product you have bought is not suitable for you or you are simply unhappy with it, you can return it to us within 7 days from the delivery date. We will refund the money you paid, less the cost to us of delivering the goods to you, within 28 days if not sooner of the date the goods were returned to us.
The goods must be as new, un-opened, un-used, and in their original packaging, complete with any supplied accessories.
Software products (defined as products containing a software serial number) cannot be returned if opened.
If the product has been opened or in not in the same condition in which it was sold, we may still accept the product at our discretion with an additional handling charge of 15%.
Items that cannot be returned
Products that we have especially ordered made to your specification or customised specifically for you.
Contact products for Health and Safety reasons, such as microphones, headphones, earphones, in-ear monitoring devices.
If you are in any doubt as to whether an item is suitable for your needs, please call us, or email us for advice first. This may save a lot of time and hassle in you ordering the wrong item, and then having to return it. Our staff will be pleased to help you make the right choice, first time.
Please ensure you read our Terms and Conditions.
RETURNING AN ITEM
Before you return an item please contact us for a return merchandise authorization (RMA) number. This must be clearly marked on any packages returned to Eclipse Sound & Lighting.
We use this number to offer a faster returns service to our customers, so we know whom it is from & details about the return, and cannot accept back items without a returns number.
It is important that this number is clearly visible on the outside of your package – not doing so can prevent us from being able to process your return quickly.
All returns are the responsibility of the customer until received by Eclipse Sound & Lighting, and we recommend that customers use an insured delivery service and keep the proof of postage. The cost of returning all items is the responsibility of the customer.
PACKAGING A PRODUCT FOR RETURN UNDER WARRANTY
We recommend that you retain all the packaging that the product was shipped with, in case you need to repackage it in the future for transportation.
Please make sure that the product is safely wrapped for transport and the RMA number is clearly marked on the outside of the package.
Also, please make sure that a copy of the RMA Form is in the box.
Physical damage to a product in transit is not covered by the manufacturer’s warranty.
PACKAGING AN UNWANTED ITEM FOR RETURN
Our returns policy states that products must be returned as new, un-opened and un-used – so please follow these instructions carefully, or we will not be able to accept your item back.
The product must be complete – returned with all accessories, power supplies, manuals, cables, etc. Cables & accessories should be packaged as arrived – not lose as a connector could scratch a product in transit, resulting in us not being able to accept the product back.
All packaging must be intact – we cannot accept a product back if the box is ripped, there is missing or broken packaging. Do not cover a products box or packaging in brown tape/gaffa tape etc – Bag, wrap in packaging paper or double box your product to protect it in transit and to prevent it getting marked – do not write on the products own box or original shipping carton – if you do, we won’t be able to accept the product for back.
We will supply you with an email containing an address label with the returns number. Print this out & stick it on the package you are returning with clear tape. We recommend you cover the whole address label with clear tape to protect it.
Make sure the returns number is clearly visible on the outside of your packaging so that we can see it, if you don’t include it, we won’t know who’s sent it, and this will delay us being able to process your return.