The following terms and conditions apply to all transactions on http://www.grahams.co.uk and communications from . Using this site indicates your acceptance of these terms and conditions. Placing an order indicates your acceptance of the terms listed which are subject to change at any time. Any changes will take effect on the date they are posted onto the site (see date at the foot of the page). Please read them carefully and print a copy for future reference.

1. General
1.1. These Terms and Conditions apply to all transactions between us and yourself. They do not affect your statutory rights. Please read them carefully.
1.2.We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on our website (http://www.grahams.co.uk).
1.3. These Terms and Conditions 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.
1.4. Failure by us to enforce any of these Terms and Conditions will not affect our right to enforce the rest of these terms and conditions.
1.5. Reference is made to our Customer Support Centre which can be contacted on 020 7688 2855 or .
1.6. The word ‘store’ refers to our premises at 190A New North Road, London N1 7BS
1.7. The terms ‘we’ and’ us’ refers to Grahams Hi-Fi Limited
1.8. The term ‘you’ and ‘yourself’ refer to our customers and potential customers.

2. Customer Sales
2.1.We will treat each order for goods and services as an offer by you to purchase the goods and services subject to these terms and conditions.
2.2. To order goods and services over the telephone or on our website, you must be at least 18 years of age and accept delivery within the UK. All telephone orders will be acknowledged verbally at the time of order and all orders placed on our website will be acknowledged electronically by e-mail. Please note that verbal and/or electronic acknowledgments do not constitute order confirmation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the goods have been dispatched or collected. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person or by telephone or e-mail).
2.3. When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against fraudulent transactions.
2.4.We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method or suggest that you (re-) visit our store (at 190a New North Road, London N1 7BS). Please note that products, prices and offers in our store may differ from those either featured on our website http://www.grahams.co.uk or promoted through ‘Direct Marketing’ activities.
2.5. The total cost of your order will be the price of the products, any additional services you choose (e.g. installation), plus any applicable delivery charges.
2.6. The total price payable for goods and services ordered from our website will be stipulated by us at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our supplier’s prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time the order is placed.
2.7. From time to time the prices displayed on our website may be different if you are directed to it from a third party website. Purchases at these prices can only be made on our website and by arriving on it through a relevant third party website; these prices will not be available in-store or over the telephone.
2.8. Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative or suggest that you (re-) visit our store.
2.9. The after sale price refers to the price of any available like-for-like products after our sale event ends.
2.10. All product specifications, images, descriptions and other information communicated by us, whether displayed on our price tickets, computer systems and/or website or communicated over the telephone, have been made accessible by suppliers, manufacturers, publications, publicists and/or gathered from public domain sources. Our intention is that all information should be as accurate and up-to-date as possible. However, just occasionally we make or discover an error in the price or description of a product; as such we cannot guarantee the reliability or accuracy of the information communicated. If we discover such an error on a product or service, which you have ordered, we will inform you as soon as possible and ask whether you wish to continue with your order or cancel it.
2.11. Full product details are available from the manufacturer’s brochures or their websites. All accessories supplied with a product are subject to upgrade or change at the manufacturer’s discretion. We will supply the product as supplied to us by the manufacturer.
2.12.We accept all major credit and debit cards including Visa, MasterCard, Switch, Solo, Electron, American Express, Delta. You may also pay by cheque or postal order although we cannot despatch the goods until payment has been cleared which can take at least 14 days. BACS/CHAPS payments are also accepted. Finance terms are available upon request.
2.13. You must provide us with your exact billing address and telephone number when placing your order; this is the address and telephone number which your credit or debit card bank has on file for you. Your order will only be processed once authorisation of your credit or debit card has been properly received. You may also pay by cheque or cash although delivery or collection cannot take place until payment has been cleared.
2.14 Where Goods or Services are supplied, and payment is made in instalments or only part payment has been received, these Goods and Services remain the property of Grahams Hi-Fi Ltd until full payment has been received from the relevant finance house, or yourselves
2.15. All goods and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. However, we will not be responsible for compensating you for any other losses you may suffer if we do not supply the goods.

3. Delivery
3.1. All prices are exclusive of delivery charges. A charge is made for the delivery of goods and we endeavour to keep the charge as low as possible.
3.2. All quoted delivery prices are for most UK Mainland addresses. Northern Ireland (BT), Isle of Wight (PO30-37), Isle of Man (IM), Scottish Highlands and Orkney Isles (PA, ML, EH, KA, G, KY, PH, DD, AB, IV, KW), Outer Hebrides and the Shetland Isles (HS, ZE) will incur additional charges and may also experience delivery delays; morning, Saturday and next working day deliveries are optional and will also incur additional charges. These can be obtained upon application by calling our Customer Support Centre. (020 7688 2855 or )
3.3. Unless otherwise expressly stated, any free delivery promotion is applicable to all items for a limited period only. All delivery promotions apply to UK mainland deliveries only.
3.4.We will only deliver goods to the address on the order.
3.5. Delivery times are calculated in working days, i.e. Monday to Friday inclusive but excluding bank holidays. If you order after 3.00pm, please calculate your delivery time as if your order had been placed the following working day (including if you are offered our next working day delivery service).
3.6. We will agree with you a suitable delivery day, which will usually be within 2 - 7 working days for stocked product lines and within 28 working days for special orders. Delivery will usually be made direct to your doorstep by one of our couriers specially contracted for the delivery of your goods between the hours of 9.00AM and 5.30PM. However, delivery times may vary during busy periods and from time to time we may utilise the delivery service of the manufacturer/supplier. We will endeavour to deliver goods within the times stated.
3.7. Occasionally goods are subject to non-availability or delay in their delivery which is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods for whatever cause. If we or our suppliers are temporarily out of stock, we will notify you of this position and you should allow up to 14 days for despatch of the goods. For delays of more than 14 days, you will have the right to cancel the order and we will refund any money paid by you for the goods.
3.8. If you are unable to accept delivery on the day we have agreed, please notify our Customer Support Centre as soon as possible and at least 24 hours ahead of the planned delivery day. If you do not notify us within this time and we were unable to deliver the goods to your home on the day that we agreed and scheduled, we reserve the right to charge a second delivery fee.
3.9. You should examine your goods as soon as reasonably practicable during and after delivery to check for any damage or missing items or parts. When the goods are delivered, you will be presented with a delivery note which will require you to authorise by signature that:
(a) the goods have been unpacked, checked and received in good condition; or
(b) the goods have been left in the packaging, are unchecked and that there is no visible damage to the outer packaging; or
(c) The goods are damaged, incorrect or there is shortage.
3.10. If a signature has been obtained under clauses 3.9. (a) or 3.9.(b) above, you are deemed responsible for the goods and as such any loss or damage to the goods shall be at your own risk and expense thereafter.
3.11. If a signature has been obtained under clause 3.9.(c) above, you must provide details on the delivery note and notify our Customer Support Centre within 24 hours; you will then be connected to the relevant department who may arrange for the goods to be returned and/or exchanged; however, if goods are returned under this clause and are subsequently found to be perfect and in full working order, these will be returned to you and an administration fee of 15% of the price of the goods along with the cost of delivery (where applicable) will be charged to you.
3.12. If you find any damage or discover that parts are missing after delivery, you must contact our Customer Service Centre as soon as reasonably practicable and not later than 5 working days after delivery. We will not accept liability for any claims for goods which are damaged, incorrect, shortage or with missing parts which are not notified within a reasonable time after the goods were delivered.
3.13. In the unlikely event of any accidental damage being caused to your property by our delivery team, you must notify our Customer Support Centre as soon as reasonably practicable. If possible you should notify the delivery team of the damage whilst they are on-site and make reference to it on the delivery note.


4. Installation
4.1. All orders requiring installation are subject to charges and availability. Please check prices and availability prior to delivery.
4.2. Disconnection is free of charge when we are connecting replacement goods of the same type which have been purchased from Grahams Hi-Fi Ltd
4.3. Custom installations which normally include a design fee, are subject to additional conditions as stated in ‘TERMS & CONDITIONS FOR CUSTOM INSTALATION’. A copy is available on request.
4.4. If you require removal of your old equipment you must make us aware of this at the point of placing an order. All removals are subject to charges to cover transportation costs, although no charge is made for the disposal of your old equipment. All equipment which is removed will be disposed of in an environmentally friendly way and in full compliance with the WEEE directive. We will remove your old equipment on a one-for-one basis. Old equipment not available for removal at the time may be collected at a later date; however, this will incur a further charge.


5. Collections
5.1. Where stated, orders placed in-store, on our website or via the telephone can be collected from our store, subject to stock availability.
5.2. You must provide a telephone number if you choose to collect your goods in-store. We may call you to ask whether and when you intend to collect the goods. If we are unable to contact you we may stop holding the goods available for you.
5.3. Once you have been notified that goods are ready for collection, they must be collected within 7 working days from the date of notification (or within 30 days if already paid for). You will need to take the credit or debit card used to make payment along with an official form of identification, which verifies your name and address such as a bank statement, driving licence or utility bill. On arrival, please present your identification and reference number to sales representatives. In the unlikely event that the goods are not available we will do everything we can to obtain the product or find you an acceptable alternative.


6. Cancellations and Returns
6.1. If you are not totally satisfied with your goods for any reason, you have the right to cancel your order within 7 working days from date of delivery or collection for credit or refund provided that you return the goods as sold in pristine condition in their unopened original packaging with all components and accessories. Goods must be complete, unused, and in as new condition; for example, if you have opened the box to examine the product it must have been done so without damaging the box and packaging or damaging the product in anyway and must be repackaged as received.
6.2. You must notify us of your intention to return the goods by calling our Customer Support Centre within 7 working days from the date of delivery or collection. The following procedure applies:
(a) If the order was placed in-store, you will be diverted to a relevant department to arrange the return; this may or may not be the department from which you purchased the item. If you would like us to collect the goods, we will be happy to do so provided we are operating this service in your local area; we will charge you our normal collection rates for providing this service. Please contact our Customer Support Centre to arrange collection.
(b) If the order was placed online or over the telephone but collected in-store, you will be diverted to a relevant department to arrange the return. If you would like us to collect the goods, we will be happy to do so provided we are operating this service in your local area; we will charge you our normal collection rates for providing this service. Please contact our Customer Support Centre to arrange collection.
(c) In all other situations, the Customer Support Centre will advise you as to the best course of action in arranging the return. The Customer Support Centre may issue a Returns Authorisation Number, which must be quoted on any paperwork when returning goods. The Returns Authorisation Number is valid for up to 14 days only. You must organise the return at your expense and risk; goods must be received at our warehouse within 14 days from the date of issue of the Returns Authorisation Number. Goods sent back without prior authorisation will be returned back to you and the cost of delivery charged to your account. The returns address is: Grahams Hi-Fi Limited Canonbury Yard, 190a New North Road, London N1 7BS
6.3.We are unable to accept the return of the following goods:
(a) DVDs, CDs, Minidisks,Video Tapes and software, which have been opened from their original packaging;
(b) goods specially ordered to the customer’s specification;
(c) goods with contract services that have been connected, e.g. Sky Boxes
6.4. For orders placed in-store, an administration/handling fee of 15% of the price of the goods along with the cost of delivery (where applicable) will be charged to you.


7. Refunds
7.1. Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund authorised only after a full inspection of the goods by the relevant department.
The following refund policy applies:
(a) If the goods are returned as new and unused, in the original box and packaging, including all accessories (and any free gifts), and are in a re-sellable condition, you will be refunded the full invoice price less any delivery charges within 30 days of our receiving your notification;
(b) If the goods are returned as new and unused, in the original box and packaging, but accessories (or any free gifts) are missing, you will be refunded the full invoice price less any delivery charges and less the cost of any missing accessories (as listed below) within 30 days of our receiving your notification;
(c) If goods are returned in a condition, which prevents them from being resold as new, we are unable to accept the return. You will not be refunded and the goods will be returned to you and the cost of delivery charged to your account.
7.2. Any missing or damaged parts or accessories will be charged at the full replacement cost to cover the reinstatement of the missing items plus a 15% handling charge.


8. Guarantees and Warranties
8.1. All goods supplied are covered by the terms and conditions of the manufacturer’s guarantee for a minimum period of 12 months. This guarantee specifically excludes faults caused by accident, neglect, misuse or normal wear and tear; in addition, routine maintenance (cleaning of dirty audio/video heads etc.), consumables (stylii, plug fuses, cables, batteries, ink cartridges etc.), cosmetic damage and tuning of channels are not covered. If the goods are being used in a non domestic environment, e.g. a place of work, the manufacturers may not offer any guarantee.
8.2. If you have purchased a Grahams ‘Hi-Note Maintenance Contract’, protection commences from the date of delivery or collection and are subject to additional conditions as stated in the ‘Hi-Note agreement ( a copy is available on request).


9. Faults
9.1. Please note that today’s production techniques cannot guarantee an absolutely fault-free TFT screen display and buyers should be aware of the possibility of imperfections in the form of a few isolated constantly lit or unlit pixels (or stuck pixels). As a result of this, there is a commonly accepted tolerance level by which TFT screens may display such imperfections without being classified as faulty. As such, we can only take back displays as faulty for refund/repair if the number of stuck pixels exceeds the manufacturer’s guidelines, subject to these Terms and Conditions. Please check with the relevant manufacturer as to their tolerance level.
9.2. If you suspect that your goods have developed a fault, first check that the problem is not something like a blown fuse or a disconnected cable. Check the manufacturer’s manual, specifically the fault finding/troubleshooting section to see whether you can resolve the problem yourself. Also, locate the manufacturer’s helpline number and call to find out if the manufacturer has its own repair procedure.
9.3. If the fault remains unresolved, please contact our Customer Service Centre. Please note:
(a) If the fault developed within 28 days of delivery or collection, we will normally offer you the choice of an exchange or refund.
(b) If the fault developed within 12 months of delivery or collection, we will normally offer a prompt repair.
(c) If the fault developed within the period of your Hi-Note maintenance contract you can be sure that we will either repair or replace the goods as necessary and any charges will be in line with the level of cover you have contracted for.
9.4. To qualify for a exchange or refund the product must be:
(a) in otherwise in as new condition:
(b) complete with any accessories and free gifts offered with it; and
(c) Complete, if possible, with the original box and packaging.
9.5. We have a team of engineers who carry out initial inspections and minor on-site repairs, and we also have a Service workshop at our London Centre where our highly trained engineers carry out further repairs and inspections.
9.6. If we are required to send an engineer to your home to inspect and repair a product, and that product is subsequently found to be in good working order, we will charge you for the costs we incur for the call-out (typically £100.00). At the time of booking the call, we will ask you to guarantee the cost of the call-out before instructing the engineer by securing a credit or debit card deposit. We will only charge the abortive call-out fee to your debit or credit card if no fault is found. We recommend you follow the above steps before reporting a fault to us, to avoid an abortive call-out fee.
9.7. Out of warranty repairs are guaranteed for 3 months from the date of return to the customer. Where the damage is as a result of customer misuse or accidental damage, e.g. spillage of liquid on equipment, any warranty covering that product will become void. Under such circumstances, where the customer would like to proceed with a repair, this will be chargeable. We are, however, unable to give a guarantee for repairs to products where the damage was caused by customer misuse. This is because in such circumstances the extent of damage is such that other electrical components may have become stressed or contaminated and repair cannot be guaranteed.
9.8. If your goods are not covered by any of the above terms and conditions, please contact the Customer Service Centre for guidance on what options may be available to you.


10. Data Protection
10.1. In order to prevent unauthorised access to the data, which you have provided to us, we follow strict security procedures in the storage and disclosure of information. From time to time industry regulators and our auditors may require us to disclose some or all of the information for legal or regulatory purposes.
10.2. Under the Data Protection Act, you have the right to see any data that we hold about you and to object at any time to the use of your data. We hold data to primarily validate delivery details and manufacturer warranties. We may, at a future date, wish to contact you with selected product offers, which we think, may be of interest to you. If you would prefer not to receive such offers or wish to know what data we hold against your name, please write to our Company Secretary, Grahams Hi-Fi Ltd, Canonbury Yard, 190A New North Road, London N1 7BS to request this information.


11. Other
11.1. All our competitions and promotions are open to residents of the United Kingdom only. Our employees and their immediate families are ineligible to enter; our affinity partnerships are also excluded from entry. We accept no responsibility for late or lost email registrations. We reserve the right to withdraw or amend the competition at any time and all rule amendments are retrospective. Providing false or incorrect information will invalidate your entry. We reserve the right to publish the winners name for future promotions. All prizes are non-negotiable, non-transferable and non-refundable. Cash alternative are not available for prizes. Our decision is final and we will not enter into any negotiations regarding rules or awards. Entry is conditional upon acceptance of the terms and any entry is viewed as your acceptance.
11.2. Registered Office: Grahams Hi-Fi Limited, Canonbury Yard, 190a New North Road, London N17BS
• Grahams Hi-Fi Limited
• Canonbury Yard
• 190a New North Road
• London
• N1 7BS
Registered in the UK, number 1390915
Last updated 22nd July 2008