DRAFT — for review. This document has not yet been reviewed by a UK solicitor. Currently online ordering is disabled; this policy will apply once online checkout is enabled. Last updated: 2026-05-13.

Returns & Refunds Policy

Last updated: 2026-05-13

1. When this policy applies

This policy applies to orders placed through this website (distance sales). In-store purchases made in person at our Isle of Wight shop are not "distance sales" and are governed by separate in-shop terms, available on request.

2. Your right to cancel (14-day cooling-off)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an online order for any reason within 14 calendar days starting the day after you receive the goods. You do not need to give a reason.

To cancel, write to us by email at headhunter5469@yahoo.com with your order number and the words "I wish to cancel my order". A signed letter to our shop address is also valid.

3. Returning the goods

After cancelling, you must return the goods to us within 14 days of telling us you wish to cancel. Return address:

Sounds Great
67a Newport High Street
Isle of Wight
United Kingdom

Return shipping costs are your responsibility unless the item is faulty or misdescribed (see section 6).

We strongly recommend using a tracked / signed-for service. Until we receive the goods, the risk of loss in transit lies with you.

4. Condition of returned goods

You may handle the goods to the extent reasonably necessary to inspect them — in the same way you would in a physical shop. If you handle the goods beyond this (e.g. play a record more than once or twice for assessment, scuff a guitar finish, mar the sleeve), we may deduct an amount from your refund reflecting the diminished value, in line with the Regulations.

5. Refunds

We will refund you the price you paid for the goods within 14 days of receiving them back (or, if earlier, within 14 days of you providing proof of return). Refunds are made to the original payment method.

Original outbound delivery cost (what you paid us to send the goods to you) is refunded at the cost of our cheapest standard delivery option. If you chose a premium delivery option, the premium portion is not refunded.

6. Faulty or misdescribed goods (Consumer Rights Act 2015)

Separately from the 14-day cooling-off right, under the Consumer Rights Act 2015 you have a 30-day right to reject goods that are:

Not as described (including condition grade — see section 7);
Not of satisfactory quality given they are second-hand at the stated grade;
Not fit for the purpose you told us about and we agreed to.

In these cases we cover return shipping and you receive a full refund (including outbound delivery). After 30 days you may still be entitled to repair, replacement, or a partial refund under the Act.

7. Note on second-hand condition

Records, instruments, and other items are second-hand. We grade them honestly at the time of listing:

NM — Near Mint, minimal signs of use, plays/performs as new;
VG — Very Good, visible wear consistent with age but functionally sound;
P — Poor, significant wear or functional flaws, priced accordingly.

"Satisfactory quality" under the Consumer Rights Act is judged relative to the stated grade. A "P"-grade item is not faulty simply because it shows the wear its grade implies.

8. Exceptions to the 14-day right

The 14-day cooling-off right does not apply to:

Sealed audio or video recordings that have been unsealed after delivery (e.g. a sealed reissue LP with the original shrink wrap removed) — this is the most relevant exception for our stock;
Items personalised or made to your specification (not currently sold);
Goods that deteriorate quickly (not relevant to our stock).

Most of our items are open second-hand records and instruments, where the cooling-off right applies in full.

9. How to complain

If you are unhappy with how we have handled a return or refund, please email headhunter5469@yahoo.com with subject line "Complaint". We aim to acknowledge within 3 working days and resolve within 14 days.

If we cannot resolve a dispute, you may be entitled to refer it to an Alternative Dispute Resolution provider or to the Trading Standards service via Citizens Advice.

10. Changes

We may update this policy. The "Last updated" date reflects the most recent change. Your statutory rights as a consumer are not affected.