Terms of service

Please read these terms carefully, save and keep a copy of them for your future reference.

About us

This website is owned and operated by Sound Knowledge Ltd. (22 Hughenden Yard, Marlborough, SN8 1LT). If you need to contact us please email us at sales@sound-knowledge.co.uk or give us a call on 01672 511106.

VAT No. 850590034
Company No. 05240343

Making a contract with us

When you place an order with us, you are making an offer to buy goods. We will send you an email to confirm that we have received your order. 

The contract is formed once the goods have been dispatched. In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this.

Placing an order

Add the product(s) you wish to order to the cart, please note the release date of the product as listed in the description. By clicking on 'My Cart' you'll be able to view and revise the content of your cart, with the option to adjust quantity or remove items. You can place your order by clicking 'proceed to checkout' from the cart, at which point you will be asked to enter your contact details and the address to which you'd like your order shipped. Once there, you can select a shipping method (see our shipping policy for more) and enter your payment details via our secure payment gateway operated by Worldpay. Once you've entered all the relevant details you can confirm your order by clicking 'Complete order'. 

We're primarily a bricks and mortar record shop with 25 years worth of catalogue in stock, so if you can't see what you're after on the website simply contact us on 01672 511106 or sales@sound-knowledge.co.uk and we may well have what you're looking for in-store.

Delivery

Once the order is placed we'll endeavour to pick and dispatch the product(s) within 48 hours. Estimated delivery times and prices are listed in our shipping policy.

Pre-orders will be dispatched to arrive for release date. On occasion stock may arrive late from the record company. Release dates are subject to change, so please do consult the product page to stay up-to-date. The Shop app seems to generate "expected delivery" times but it cannot distinguish between current and forthcoming releases, so please do use the release date on our product page as your guide.

Occasionally there will be separate release dates for different formats. If this is the case it will be made clear in the description of the product, so please take a note of the release date when placing your order. Forthcoming products will be pre-ordered and delivered to you on or around the release date, or if you are collecting from the shop they will be available from the day of release.

Not all items on the site are kept in stock at the shop, so occasionally we will have to order in from the distributors- turnaround is typically within a week, subject to availability. We'll advise if there are any stock issues. 

If the goods are damaged in transit, please let us know promptly by email, stating your details and order number. If a parcel has not arrived in the estimated timeframe stated in the shipping policy please check with your local sorting office- Royal Mail do not always leave a notification card in such instances. If you still haven't received your parcel 15 days after receiving its dispatch notification, at which point it can be declared 'missing' with the Post Office, please contact us. 

Cancellation and returns

You can cancel your contract at any time up to 14 days after the day on which the goods come into your physical possession. To do this, please contact us by email, stating your order number and contact details and we will revert with instructions on how to return the goods to us. You do not have to give any reason for cancellation. However, a brief explanation will help us improve the service we offer to customers in the future.

Whilst the goods are in your possession you must take care of the goods. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value. If you are returning an item for reasons other than a faulty product or an item sent in error you will be required to pay the cost of postage. Please note also that if you unseal a CD or LP you forfeit your legal right to cancel for reasons other than a defect with the product. Occasionally you may receive an unsealed item- all items are new but we run a master bagging stock control system in the shop and if we're down to the last copy of a product it may be we have to send out a display copy- in this circumstance you retain your cancellation rights.

If there is a problem with the goods, please contact us. We will deal with the matter in accordance with your legal rights.

If you cancel, for reasons other than a breach of contract, you must return the goods to us at your own expense. You must ensure the goods are packaged adequately to protect against damage.

This cancellation policy does not affect your legal rights – for example if goods are faulty or mis-described. For more details please see our refund policy.

Tickets

In purchasing an album & ticket bundle for one of our events, you are being charged for the full cost of the relevant album and then receiving a discounted ticket price. Once wristbands have been issued, they are the responsibility of the holder and we cannot replace them if they are lost.

Age restrictions differ by event and venue, so please refer to the relevant event page. Security may ask for proof of age on the night, where restrictions apply.

Staying informed about any postponement or cancellation is the responsibility of the ticket holder. We will provide general notification on this website and via our social media platforms, and we'll also contact you via email if you've provided an email address. In the event that you cannot attend a rescheduled date, you'll need to notify us at least seven days before the new date of the event. If you request a refund, any tickets/bundles already in your care must be returned to us prior to the event.

Tickets are otherwise non-refundable. For further returns/refunds information pertaining to event purchases. please refer to the refunds for album & ticket bundles section of our refund policy.

We do not have any liability to you beyond the face value of the ticket/bundle. We can't be held liable for any further loss or failure caused by a force majeure event. Force majeure means any cause beyond our reasonable control.