For equipment sales, special orders, design, installation and servicing. Your statutory rights are protected throughout.
These terms apply to goods and services supplied by Riverside Audio Visual Ltd, registered in England and Wales, company number 14736435. Our registered office is 92a Bedfont Lane, Feltham, England, TW14 9BP. Our showroom, correspondence and returns address is 422 Richmond Road, Twickenham, TW1 2EB.
Contact [email protected] or 020 8159 4443 about orders, cancellations, returns or complaints. Please include your order, quotation or invoice number.
Our written quotation or order confirmation identifies the products, model, finish, quantities, work included, price, VAT treatment, delivery charges and agreed payment schedule. Please check these details before accepting. Quotations are valid for the period stated on them; if none is stated, please ask us to reconfirm price and availability before ordering.
An enquiry, automated receipt or pro forma invoice alone is not acceptance of an order. We confirm acceptance and the agreed scope in writing. Consumer prices include VAT where applicable; any delivery or other charges will be disclosed before you commit. We will not substitute products or add chargeable work without your agreement.
If we identify a price or availability error before accepting your order, we will contact you to agree the correction or refund any payment for an order we cannot accept. This does not give us a general right to change an agreed contract price.
Payment dates, deposits and stage payments are those agreed in your quotation or order confirmation. Available payment methods will be confirmed when you order; displaying a payment logo does not guarantee that method is available for every transaction.
We will explain any deposit and cancellation conditions before you pay. Where you cancel without a statutory right to do so, any amount we retain must reflect our reasonable, evidenced net loss after taking reasonable steps to reduce it; we will not charge twice for the same loss. Statutory refunds are not excluded by describing a payment as a deposit.
Bespoke goods made to your individual specifications or clearly personalised, including specialist products manufactured to your individual requirements and genuinely made-to-measure items, are excluded from the statutory change-of-mind cancellation right where that legal exception applies. Please check dimensions, finish, compatibility and the agreed specification carefully before approving manufacture.
Special-order goods are not accepted for change-of-mind returns where no statutory cancellation right applies, unless we agree otherwise in writing. Merely ordering a standard product from a supplier, or selecting a standard model or colour, does not by itself make it bespoke or remove a consumer’s applicable online, telephone or off-premises cancellation rights.
If cancellation is not a statutory right, contact us promptly: we will check whether manufacture or supplier commitments can be stopped and explain any reasonable, evidenced net costs. Faulty, misdescribed or otherwise non-conforming goods remain subject to your statutory remedies, including bespoke and special-order goods.
We will confirm delivery or collection arrangements and any installation timetable. Unless a different period is agreed, consumer goods will be delivered within 30 days. Please tell us before ordering about access restrictions, stairs, parking or specialist handling requirements so we can agree any charges.
For consumer orders using a carrier we arrange, risk remains with us until you or your nominated recipient takes physical possession. Please report transit damage promptly and retain packaging where practicable; this does not shorten your legal rights.
For overseas orders, we will set out the agreed delivery arrangements and responsibility for import taxes, duties and clearance charges before acceptance. VAT treatment depends on the transaction and any required export evidence; overseas delivery does not automatically mean a VAT-free sale. Mandatory consumer protections remain applicable where required by law.
For eligible online, telephone and off-premises consumer purchases, you can cancel without giving a reason. For goods, notify us within 14 days after the day you receive them; where one order is delivered in separate lots, the relevant period normally runs from receipt of the last lot. For a service-only contract, the period is normally 14 days after the contract is made. Legal exceptions, including qualifying bespoke goods, may apply.
Email or write to us with a clear cancellation statement; you may use the optional form below. Return goods to our showroom address within 14 days after notifying us. For change-of-mind returns, you pay the direct return cost where we disclosed this before the contract. Any charge for returning goods that cannot normally be posted will be explained before purchase.
Refunds include the standard outbound delivery charge, but not an upgrade above that standard service. We refund without undue delay and within the legal deadline, normally by the original payment method. For returned goods we may wait until we receive the goods or evidence of return, whichever is earlier, and refund within 14 days of that point. For a cancelled service-only contract, the deadline is normally 14 days after notification.
You may inspect goods as you would reasonably do in a shop. A lawful deduction may be made for actual diminished value caused by handling beyond what is needed to establish their nature, characteristics and function, where the required cancellation information was provided. There is no automatic deduction merely for opening ordinary packaging, and no fixed restocking charge for exercising a statutory cancellation right.
For purchases made in our showroom, there is no automatic change-of-mind return right. Any voluntary return must be agreed with us. For discretionary returns outside statutory cancellation or faulty-goods rights, our policy is a 35% restocking charge on the agreed returned-goods value, subject to that charge being lawful, reasonable and proportionate. We will confirm the charge and any credit-note arrangement before you agree to the return; any charge that would be disproportionate will be reduced to a lawful, reasonable amount.
Goods accepted under this voluntary policy must be unused, in their original packaging, with all accessories, manuals, remotes, power supplies and other items supplied. We may decline a voluntary return that does not meet these conditions. These conditions do not restrict statutory cancellations or remedies for faulty or misdescribed goods.
We will issue a credit note where appropriate to record an agreed return or adjustment. Under a voluntary return arrangement, store credit may be offered for the agreed balance after any applicable charge. Where the law requires a refund, a credit note or store credit will not replace repayment unless you expressly agree; the normal statutory refund rules continue to apply.
The agreed scope will identify equipment, design, cabling, installation, programming, commissioning and any exclusions. We will agree material changes and additional costs before proceeding. Please provide safe access and tell us about relevant site conditions; delays or extra visits will be discussed rather than automatically charged.
Services will be performed with reasonable care and skill, in the agreed time or otherwise within a reasonable time, and at the agreed price or otherwise a reasonable price. If a service does not meet the legal standard, you may be entitled to repeat performance or an appropriate price reduction and other remedies.
If you want a service to begin during an applicable cooling-off period, we will obtain your express request and the required acknowledgements. If you then cancel, you may owe a proportionate amount for work properly supplied where the legal conditions are met. The cancellation right is lost after full performance only where the required express consent and acknowledgement were obtained.
Diagnostic or assessment charges for repairs, and any charge for work outside an agreed warranty, will be disclosed and agreed before that work is done. We will not make an automatic testing charge simply because you exercise statutory rights. Please back up personal data before servicing equipment; this does not exclude liability we cannot lawfully exclude.
Consumer goods must be of satisfactory quality, fit for an agreed purpose and as described. Applicable rights can include the 30-day short-term right to reject, repair or replacement, and a price reduction or final rejection in the circumstances provided by law. These rights are separate from a manufacturer’s warranty and continue where applicable after that warranty ends.
Contact us with the problem and proof of purchase so we can arrange a suitable remedy and any necessary return. We bear reasonable return costs where legally required for faulty or non-conforming goods. We may reasonably inspect equipment, but inspection must not delay a statutory remedy beyond the applicable deadline or impose significant inconvenience.
A returns reference helps us track your item; it is not a condition that overrides your legal rights. Please pack returns securely and include supplied accessories where practicable. Original packaging is helpful, but its absence does not automatically remove faulty-goods rights.
If you buy for your trade or business, consumer-specific cancellation rights do not apply. The agreed commercial quotation or order confirmation may contain separate delivery, payment, warranty and cancellation terms. Business special-order and bespoke goods are not returnable merely because you change your mind unless expressly agreed in writing; any agreed cancellation charges must be lawful and reasonable. Rights and liabilities that cannot lawfully be excluded remain unaffected.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, statutory consumer rights, or anything else that cannot lawfully be excluded or limited.
For consumers, we remain responsible for loss and damage that is a foreseeable result of our breach or failure to use reasonable care and skill. If an event outside our reasonable control affects delivery or work, we will notify you and take reasonable steps to minimise the effect. Your statutory rights to cancel or obtain a refund for non-performance are preserved.
Where offered for sale, Riverside digital gift cards are issued in GBP after payment has cleared. Available values, delivery method and expiry are shown before purchase. Purchased gift cards are valid for 365 days (12 months) from issue; the expiry date will be shown with the code. No dormancy or monthly maintenance fee is charged.
Gift cards purchased through riversidehifi.com or riversideav.co.uk use the same Riverside online checkout and balance system. They may be used for eligible UK and international orders. Product availability, delivery restrictions, delivery charges and any import duties still apply. Gift cards do not override export, territorial or product restrictions.
Enter the gift-card code at checkout. If the balance is less than the order total, pay the difference using an available payment method. Where part of a balance is used, the remainder stays available until the original expiry date. Gift cards cannot be used to buy another gift card, are not reloadable unless expressly offered, and cannot be exchanged for cash except where required by law.
Keep the code secure and check the recipient email address before purchase. Contact [email protected] promptly about a delivery problem, lost code or suspected unauthorised use; we will investigate and help where ownership can be verified. We cannot promise to replace value already redeemed by someone else, but this does not exclude liability arising from our own breach or negligence.
If you have a statutory right to cancel the purchase of an unused gift card, contact us within the applicable cancellation period. Email delivery alone does not remove that right. The 35% voluntary goods-restocking policy does not apply to a statutory gift-card cancellation. If a redeemed order is refunded, the gift-card-funded portion will normally be restored to the gift-card balance and other payments refunded by the original method, subject to your statutory rights. We will explain how any expiry date is treated when arranging the refund.
Send complaints to [email protected], identifying the order and the outcome sought. We will investigate and respond as promptly as reasonably possible. If we cannot resolve a consumer complaint, we will provide the alternative dispute resolution information required by law, including whether we are willing or required to use an appropriate scheme.
These terms apply to new contracts made on or after the update date. A later website change does not retrospectively change an existing order. Any specifically agreed written terms form part of the contract, subject always to mandatory law.
These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to use their local courts that apply under the law. If any provision is unenforceable, the remaining lawful provisions continue to apply.
Use this only if you wish to cancel an eligible contract. You may instead send any clear cancellation statement by email or post.
To: Riverside Audio Visual Ltd, 422 Richmond Road, Twickenham, TW1 2EB; [email protected]
I/We give notice that I/we cancel my/our contract for the following goods or services:
Order number and goods/services: ______________________________
Ordered on / received on: ____________________________________
Customer name and address: __________________________________
Date: __________________ Signature (if on paper): _______________
