Refund policy

Returns, Refunds and Warranty Policy

30-day returns

We offer a 30-day return policy on eligible items.

To receive a full refund, the item must be returned in brand-new, original selling condition. This means it must be unused, uninstalled, complete with all manuals, wiring, accessories and packaging, and in a condition where it can be sold as new.

Please contact us before sending anything back. Returns sent without approval may not be accepted.

To start a return, email info@tendersounds.co.uk with your order number and the reason for the return.

If you ordered the wrong item or changed your mind

If you ordered the wrong item or changed your mind, you are responsible for the return shipping cost unless your eligible return is approved for store credit with free return shipping.

Free return shipping is available for eligible returns issued as store credit. Refunds to the original payment method are accepted under this policy, but return shipping may be paid by the customer or deducted from the refund.

We recommend using a tracked service and packing the item carefully, as you are responsible for the item until it reaches us.

If we made a mistake

If we sent the wrong item, made a picking error, or otherwise made a mistake with your order, we will put it right.

If the item is defective or damaged, we will cover approved return shipping. If we shipped the wrong item, we will cover approved return shipping and exchange it for the correct item.

If you have changed your mind or no longer want the order, this is treated as a change-of-mind return. Free return shipping only applies where the eligible return is issued as store credit; otherwise, return shipping may be paid by the customer or deducted from the refund.

Damaged items on arrival

We pack orders carefully, but if your order arrives damaged, contact us immediately with your order number, photos of the packaging before it is opened where possible, photos of the product, and a description of the issue.

If the product has genuinely arrived damaged, we will cover approved return shipping regardless of whether the resolution is a replacement, refund, or store credit.

If inspection shows the item is not damaged or faulty and you have changed your mind, this is treated as a normal change-of-mind return. Free return shipping only applies where the eligible return is issued as store credit; otherwise, return shipping may be paid by the customer or deducted from the refund.

Opened items and partial refunds

Opened but uninstalled items may still be returnable.

If the item can still be sold as brand new, we can issue a full refund.

If the item has opened packaging, missing packaging, signs of handling, or cannot be sold as new, we may offer a partial refund or a higher amount as store credit.

Please send photos before returning the item so we can advise you properly.

Items purchased using store credit can only be refunded back to store credit.

Installed items

Installed items are not returnable under change-of-mind returns. If an installed item develops a fault, it will be handled under the warranty process.

Non-returnable items

Some items cannot be returned if you change your mind, including custom harnesses, customised orders, special-order items made or ordered specifically for you, and personalised or modified products.

If you are unsure whether your item is returnable, contact us before ordering.

Refunds

Once your return has been received and inspected, we will confirm whether a full refund, partial refund or store credit has been approved.

Free return shipping is available for eligible returns issued as store credit. Refunds to the original payment method are accepted under this policy, but return shipping may be paid by the customer or deducted from the refund unless the item is defective or damaged. If we shipped the wrong item, we will exchange it for the correct item and cover approved return shipping.

Approved refunds are issued to the original payment method where applicable. Please allow time for your bank, card provider or payment provider to process the refund.

Warranty Policy

2-year warranty cover

Products sold by Tender Sounds include 2 years of warranty cover from the date of purchase.

The additional warranty beyond the standard manufacturer warranty is covered by Tender Sounds.

This warranty covers product failure caused by manufacturing defects.

What the warranty does not cover

Warranty does not cover damage caused by incorrect installation, instructions not being followed, misuse, accidental damage, user error, physical damage, wiring faults or vehicle faults, modification, or tampering.

DIY installation is welcome and encouraged where appropriate, but the product must be installed correctly and any supplied instructions must be followed.

Starting a warranty claim

To start a warranty claim, email info@tendersounds.co.uk with your order number, product serial number where available, a clear description of the fault, photos or video showing the issue, installation photos if relevant, and any troubleshooting steps already taken.

We will review the information and approve the next step before anything is returned.

Warranty testing and outcomes

Warranty items may need to be returned to us or sent to the manufacturer/distributor for testing.

If the product is confirmed to have failed due to a manufacturing defect, Tender Sounds will arrange repair or replacement.

If the product is found not to be faulty, or the fault is caused by user error, incorrect installation or damage not covered by warranty, the warranty claim will be declined.

Where possible, we may offer a heavily discounted replacement at our discretion. Our decision on this is final.

If an item can be repaired but the issue is not covered by warranty, we can pass the repair quote to you for approval.

Warranty return shipping

The buyer is responsible for the cost of sending warranty items to us for assessment.

If the product is confirmed to have a covered manufacturing fault, we will cover the cost of repair or replacement as set out above.

If the product is not covered by warranty, the buyer is responsible for any return shipping costs for the item to be sent back.