We’ve tried to keep our Terms and Conditions as clear as possible, and give you all the information we can (but not too much) about your online transactions so that you completely understand the whole process, from order to delivery and beyond. It’s really important to us that your online shopping experience meets expectations, so please spend a few minutes and read on. You’ll need to accept our T’s & C’s every time you make a purchase – they might change from time to time, so do check the date at the top of the page.
Please note that different terms (including prices, charges for services, availability, delivery times and returns policies) may apply to purchases made in our store.
Firstly, don’t panic if you make any mistakes during your order, you can correct any input errors right up until you confirm payment. Once you’re happy everything is correct and you’ve submitted an order you’ll be given an Order Reference Number and details of the products (and/or services) you have ordered. We will then send an email headed ‘Order Confirmation’ once your order has been accepted. This email confirms receipt of your order, your order items and how your products will be delivered to you. If we have to cancel all or part of your order for any reason, we will email you to let you know.
Sometimes we have to hold our hands up and admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time up to the point we send you the product(s), even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.
As you would expect all our prices are in UK pounds. The total cost of your order will be the price of the products you order, the delivery charge (if any), plus any additional services you choose e.g. premium delivery or installation. You’ll see all these in your Shopping Cart before you submit an order. Payment is deducted once an order is submitted.
When deciding whether to accept your order we may use certain information about you, including any received from our accredited identity verification partner. For example, we may pass on your details for them to check against certain public and private databases. This will help to protect you and us from fraudulent activities.
You’ll find all the finer details about our delivery, installation and recycling services in the Delivery & WEEE Recycling sections.
Small items such as cables, accessories, headphones and so on are usually delivered by courier or by post. Larger items such as Television, Speakers, Hi-Fi equipment etc are delivered by courier only. We offer free delivery on orders to UK Mainland only. Delivery times for remote areas & international orders will vary, a delivery estimate will be shown during checkout. Please note that overseas customers are not able to claim VAT refunds on deliveries to a UK address.
A courier delivery lets you track your order using the information from your confirmation email. If your item is being delivered by Royal Mail you will be unable to track delivery but you should expect it within 3 days.
We will notify you of the delivery method we are going to use when we send you the order confirmation email. If you buy a number of items it is possible that you’ll receive your goods separately.
We do everything we can to ensure your order arrives at your door complete and in pristine condition. If you don’t receive all of your products at once, you can check that they have been dispatched using our tracking facility detailed in the confirmation email. In the unlikely event that the product is damaged or faulty, please contact us via telephone on 0345 557 7334 to arrange an RMA.
If for whatever reason you change your mind and would like to return your order after delivery, we’re happy to refund or exchange your purchase as long as it’s unopened and in its original packaging. This option is available for 14 days after delivery.
Following the Distance Selling Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you return your goods within 7 working days* from the day after delivery. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with it. The product must not have been used or installed or have had any data inputted. Whilst the goods are in your possession you must take reasonable care of them and not use them.
* Working days means all days other than Saturday, Sunday and public holidays. You need to return the goods, or have contacted us within the 7 working day period.
If you are returning your goods via courier/postal service, it is your responsibility to pay for any return shipping charges.
We will then give you a full refund for the cost of the product plus the delivery charge paid. However, we do have the right to retain any charge paid for services which have already begun or been completed. Refunds can take up to 10 working days to be credited to your payment method.
We may offer you a partial refund if the above conditions are not met. However, this will be at our sole discretion.
It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible.
You always have the option of an exchange or refund if the fault occurs within 14 days of delivery. Should a fault occur within 14 days of delivery we will cover the cost of collecting and replacing/refunding the faulty product. For a refund or exchange, the product must be in otherwise ''as new'' condition, complete with any accessories and free gifts offered and where applicable, with the original box and packaging.
If the fault occurs after 14 days of delivery, but within the guarantee period, we will offer you a prompt repair service*. It is your responsibility to cover the cost of returning the product to us. To take advantage of our low carrier rates, we are happy to arrange a collection for you at your cost. Once the repair has been completed, we will cover the cost of returning it to you. In all cases we reserve the right to inspect the product to verify the fault.
You can either return the product to our store or phone After Sales on 0345 557 7334 to arrange for collection. After Sales is open from 9am to 5pm, Monday to Friday, and from 9am to 1pm on Saturdays. Replacement goods are sent by standard delivery. If a fault occurs while you are abroad, please contact us to discuss how we can assist.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
Items sold on this website are generally intended for normal domestic and consumer use and not for resale or commercial use.
*Often repairs will be carried out by the manufacturers’ own service teams with whom we have arrangements in place to ensure your product is repaired by skilled and qualified engineers.
For all returns and after sales service, please call us on 0345 557 7334, or via our “Contact Us” page and we will assist you.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CONSUMER DIRECT.
We, our Group of companies and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.
You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.
Additional terms and conditions may apply for prize competitions and our added value services and offers. If so, you will be alerted to them at the relevant juncture.
These terms and conditions only cover the SpatialOnline website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply.
Craig Hi-Fi Limited T/A SpatialOnline. Unit 7 Alpha Business Park, Travellers Close, Welham Green, Herts, AL9 7NT. Registered in England & Wales, company number 01283106.