Frequently Asked Question

Payment

There are a variety of ways for you to pay for your order and we accept the following Credit and Debit cards. Visa, MasterCard, Maestro, Apple Pay, Amazon Pay and Paypal.

We regret no other payment methods are accepted on the store.

Credit card not being accepted?

We appreciate this can cause a lot of frustration and we find that in most cases issues are easily resolved.

  • Check that the billing address you entered matches exactly that on your credit or debit card statement. If needed, you can easily add extra addresses to your profile.
  • Check the postcode carefully, ensuring that 0’s (zeroes) and 1’s and not confused with O’ and L’s.
  • Check that the country you entered is the same as that where your credit or debit card is registered.
  • Please check that there are no spaces entered in your credit card number and that you have filled out all fields correctly.

After reviewing the Step-by-step Guide to Ordering please make a note of any error message that appears on screen and click the chat icon for further assistance or email us at support@soundbass.co.uk

Placing your order

Once you’ve found the items you’d like to buy and have added them to your basket, you can begin the checkout process by clicking on the “My basket” link at the top of your screen.

Input the quantity of the product that you require

  • Select your preferred method of delivery from the delivery drop down menu.
  • Once you are happy with your selection click on the ‘Continue to Checkout’ button.
  • You then need to enter your personal details, billing information and delivery address. Once complete you will need to click the checkbox confirming you agree to the website terms and conditions and privacy policy before pressing the ‘Pay & Order Now’ button.
  • You will then be taken to select your payment method and enter your payment details.

Once you have entered your payment details select the ‘pay now’ button option and wait for an online receipt. You’ll also be sent an email confirmation with the details of your order shortly after.

Delivery

  • Delivery within Delivery to any UK address is free of charge.
  • Delivery to Europe is charged at a flat rate of £10.

Delivery is usually within 5 days anywhere in Europe. When your order is received you will receive an Order Confirmation/Invoice e-mail from us. If you have a problem with a delivery please first contact the courier who will be able to help. Should you require further assistance, please click the support call link below

Pricing

All products will be displayed with an indication as to whether VAT is included or not. You can check the final price including delivery at any time by clicking “View Basket ” in the top right corner of the page. You will always be shown the final, all-inclusive price prior to purchase. E&OE.

VAT queries

If you are in the EU and in the country where the store is registered, you will be shown a final price inclusive of VAT.

You will be charged VAT at the appropriate rate for the country where the store is registered.

Contact us

Soundbass is an online only business and will endeavour to answer all queries within 48 hours.

By Email: support@soundbass.co.uk

By Post:

Soundbase (UK) Co., Limited

RM1104, Crawford House, 70 Queens Road, Central, Hong Kong

Soundbass is online only and does not offer telephone support.

Complaints process

If you are unhappy with the level of service that you have received please contact us and we will do our best to resolve the issue. In the first instance please raise your issue by email entitled COMPLAINTS in the subject line to support@soundbass.co.uk please ensure you have included your order number in the correspondence.

Terms and Conditions 

These terms only cover credit and debit card transactions only.

  1. LOOKING AFTER OUR CUSTOMERS

Our terms and conditions comply with current legislation and are designed to ensure that our customers can shop easily and with confidence. We reserve the right to change these terms at any time.

  1. PRICING & ORDER & DELIVERY PROCESS

All prices are clearly displayed on the web site and will be confirmed at the checkout prior to payment. You may pay by any major credit or debit card. We are under no obligation to accept your order. Prices, offers and products are subject to availability and may change before we accept your order. We will not be deemed to have accepted your order until your order is delivered to you.

The delivery options available will be clearly displayed in the checkout process. The cost of delivery (if any) is shown clearly on the web site at the checkout. Once your order has been accepted we cannot change the delivery method.

  1. ACCEPTING ORDERS & SECURITY

When you place an order we will treat it as an offer to buy. In the case of products ordered we will send you an e-mail to confirm receipt of your order. Followed by a second e-mail immediately prior to shipment. However, we will be entitled to refuse to accept your order if we feel it necessary, in which case we will e-mail you as soon as we can to let you know. When you order you will have an opportunity to check the details and correct any input errors. In deciding whether to accept your order we may use the information you have given to us, or we already hold about you, or which we receive from any enquiry we may make with any credit reference agency. If we decline your offer on security grounds we may contact you to seek an alternative payment method.

  1. AGE REQUIREMENTS

If you order a product where a minimum age requirement is indicated, by ordering you confirm that you are of the required age.

  1. RETURN OF FAULTY GOODS

If there is a fault with your product within 7 days of receiving it, we will offer you the choice of an exchange or refund including the original delivery charge. Once an RMA number has been obtained, it should be returned with the original box, packing and accessories to the address in the returns email. Any ‘Free Gifts’ received with the product must also be returned. Any products returned to us without an RMA number will be returned to the sender. This policy does not cover faults caused by accident, neglect, misuse or normal wear and tear.

If there is a fault with your product discovered more than 7 days after receipt, it is covered under a 1 year guarantee and we will happily exchange it for the same title or refund you if the product is no longer sold. Note that in some cases we may refer you to the manufacturer for warranty issues.

The full returns process is displayed in the Help section of the web site.

  1. WEBSITE TERMS OF USE

We recognise the copyright and trademarks in all materials on this site, which may be used, downloaded, copied, reproduced, republished, posted, broadcast, transmitted or linked only for your own personal and non-commercial use. You agree not to adapt, alter or create any derivative work from any material on this site, or to restrict or inhibit the use or enjoyment of this site by anyone else. It is not permitted to create any link to or from this web site without our prior written consent.

  1. DISTANCE SELLING REGULATIONS

You can cancel your purchase at any time either before or up to 14 days after delivery of your product by contacting us in the methods displayed in the Help section of the web site. Once your return has been approved we will notify you as to how to return the product. Your product must be complete, unused and in ‘as new’ condition (e.g., if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packing and accessories. Any ‘Free Gifts’ received with the product must also be returned. Customers returning goods, do so at their own cost and are responsible for ensuring that the goods must be adequately packed to avoid any kind of damage in transit. Any goods being returned should be adequately insured to the value, in case of either loss or damage in transit.

  1. GOVERNING LAW ETC

Sales on this web site are governed by Hong Kong law and you agree to submit any dispute to the non-exclusive jurisdiction of the Hong Kong courts. All orders are subject to these terms and conditions, and no amendments will be accepted by us.

  1. LINKS TO OTHER SITES

These terms and conditions only cover this web site. Any other web sites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content of web sites that are not under our control.

  1. LIMITS ON LIABILITY

Except where prevented by law from restricting or excluding liability by law, in no case will any liability that we might incur whether in contract, tort, or otherwise to you exceed the greater of (i) £500 or (ii) the total amount of paid by you for the products that you have purchased from us relating to any claim that you make. In no circumstances shall we be liable for any consequential loss (including any loss of revenue or profit). If you wish to increase or remove these limits on our liability, please contact us. We may be prepared to agree to increase or remove them, but this may be on the basis that the prices that you pay for products are increased. Nothing in these terms and conditions affect your legal rights.

  1. IDENTITY

The contract is made with Soundbase (UK) Co., Limited

(dba Soundbass) RM1104, Crawford House, 70 Queens Road, Central, Hong Kong