TERMS AND CONDITIONS
These Terms and Conditions are effective from 01.01.26 until further notice.
1. DEFINITIONS
EliteAudioUK is a trading name of Elite Audio (Distribution) Ltd, a company registered in England and Wales under company number 09849528, whose registered office is at 20-22 Wenlock Road, London, N1 7GU. References in this Agreement to "EliteAudioUK," "we," "us," or "our" refer to that company.
You the customer, a person or company buying Products or Services from us.
Consumer a private person buying Products for private use. If you are a Consumer, please find your specific rights and exceptions in Section 15.
Order Confirmation formal acknowledgement of Product or Service ordered by you, sent by EliteAudioUK.
Price the amount stated in the Order Confirmation, inclusive of VAT unless stated otherwise.
Product any new or pre-owned goods sold by EliteAudioUK as described in the Order Confirmation. Where the context requires, references to Product include any accessories or components supplied with it.
Service any repair, installation, maintenance, or other work carried out by EliteAudioUK or a Service Provider, as described in the Order Confirmation or otherwise agreed with you in writing.
Service Offering the specific scope of any Service, including what is and is not included, as stated in the applicable Order Confirmation, quotation, or written agreement.
Service Provider any third party engaged by EliteAudioUK to carry out a Service on our behalf, including where a Product's Warranty is fulfilled by the original manufacturer or an authorised repairer.
2. APPLICATION
This Agreement, together with the applicable Order Confirmation, sets out the entire agreement between you and EliteAudioUK for the sale of Product or supply of Service. It supersedes any prior statements made in brochures, price lists, advertisements, quotations, on our website, or verbally, except to the extent any such statement was a fraudulent or negligent misrepresentation. Any variation to this Agreement must be confirmed by EliteAudioUK in writing. These Terms and Conditions apply to the exclusion of any other terms the customer seeks to impose or incorporate. By placing an order, you agree to be bound by this Agreement; the sales contract itself is formed in accordance with Section 3.
3. QUOTATIONS / ORDERS / CONTRACT
Quotations are only valid in writing and during the period they state. If no period is stated, the quotation is valid for 10 days, after which it lapses and no order can be placed against it. Orders may be placed by post, email, our website, telephone, or in person, but are only binding on EliteAudioUK once accepted in a written Order Confirmation, or when agreed in person at our premises or a scheduled appointment. Please check your Order Confirmation carefully and notify EliteAudioUK in writing of any error as soon as reasonably possible; otherwise, the details stated in the Order Confirmation will apply to this Agreement.
4. PRICE & PAYMENT TERMS
Prices for Products and Services, including any applicable tax, shipment, insurance and installation charges, are as shown on your Order Confirmation and invoice. Prices shown in our price lists, brochures, website, or quotations may change at any time to reflect changes in duties, insurance, freight, or purchase costs, but any change will not affect the Price of an order you have already had confirmed in an Order Confirmation. Payment is due in full before supply of Product or Service, unless we have agreed in writing to alternative payment terms (including invoice terms of 30 days from the invoice date, or a finance arrangement), in which case payment is due as agreed without further notice from EliteAudioUK
5. DELIVERY / TITLE / RISK
Title to Product passes to you on full payment. Risk in the Product passes to you on delivery.
If you are a trade or commercial customer, the following additional terms apply until full payment is received: you must insure and store the Product separately from other stock, and must not modify, pledge, or sell the Product. Should you sell the Product before title passes, you do so as EliteAudioUK's agent, and the proceeds must be held on our behalf, separate from your own funds. EliteAudioUK may recover such proceeds, or repossess the Product from your business premises upon reasonable notice, and may pursue payment of the Price at any time, whether or not title has passed.
If you refuse delivery without EliteAudioUK's prior agreement, you must reimburse our reasonable costs and losses resulting from that refusal, including storage costs, until delivery is accepted or the order is cancelled.
6. ACCEPTANCE
Please inspect your Product for any damage or defects as soon as possible after delivery, and notify us promptly of any issue — ideally within 48 hours for any transit or cosmetic damage, so we can investigate while the delivery is still fresh. Signing for a delivery confirms receipt of the stated number of items; it does not waive your right to report a fault discovered afterwards.
If you are a Consumer, you have a short-term right to reject faulty goods for a full refund within 30 days of delivery under the Consumer Rights Act 2015. This section does not affect that right or any other statutory right you may have.
If EliteAudioUK agrees, at its discretion, to accept a return of Product outside of any applicable statutory or trial period, it must be returned in its original condition with original packaging, a return note, and proof of purchase; return costs may be payable by you.
7. WARRANTY
7A. WARRANTY FOR NEW ITEMS
Unless otherwise stated, EliteAudioUK guarantees to you that new Product will be free from defects for 3 years* from delivery. Should Product be defective within this period, EliteAudioUK will repair or replace Product within a reasonable time, which may depend on manufacturer parts or support availability. This does not affect your statutory rights. All reasonable care and endeavour shall be used to resolve problems within a realistic period in the circumstances.
*Excludes valves, remote controls and CD lasers/mechs (which carry a 90-day warranty) and electrostatic speakers, which are covered only according to the manufacturer’s warranty.
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7B. WARRANTY FOR PRE-OWNED ITEMS
All pre-owned equipment purchased from EliteAudioUK is covered by a 12-month comprehensive warranty*, unless a shorter period is stated in the Product description. Any such period will not affect your statutory rights as a Consumer.
Our pre-owned warranty covers all parts, labour, and shipping costs to and from the customer. However, where a fault is reported that cannot be verified by EliteAudioUK’s technicians, the customer is liable for collection, delivery and workshop costs.
EliteAudioUK reserves the right, at its sole discretion, to offer a refund of the original purchase price in cases where the cost of repair for a single claim or cumulative claims exceeds 30% of the original purchase price. At this point, the warranty will cease, and any refund issued will be subject to a deduction for annual depreciation, calculated on a prorated basis of 25% per annum.
*Excludes valves, remote controls and CD lasers/mechs (which carry a 90-day warranty) and electrostatic speakers, which are covered only by the manufacturer’s warranty if still valid.
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7C. WARRANTY FOR REPAIRS / SPARES
Repairs undertaken by EliteAudioUK, or spares provided or fitted by EliteAudioUK, carry a 12-month warranty from the date of delivery to the customer, unless stated otherwise.
This does not affect your statutory rights in relation to any Service.
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Exclusions applying to all warranties above:
EliteAudioUK does not provide warranty cover for:
• Damage caused by incorrect use, installation, modification or repair;
• Damage caused by any third party or external force, for example damage resulting from a mains spike or surge;
• Items subject to natural wear and tear (e.g. consumables or perishable components).
Where spares are no longer available for any reason, EliteAudioUK will not be liable for the repair of that Product under the terms of this warranty.
Computer/IT equipment is covered only by the standard manufacturer’s warranty, normally 12 months from purchase.
You must provide EliteAudioUK with all reasonable courtesy, information, cooperation, facilities and access to enable EliteAudioUK to perform its duties, failing which EliteAudioUK shall not be obliged to perform any Service or assistance. Please note that your calls to EliteAudioUK may be monitored for training purposes.
8. SERVICES
Services will be provided by EliteAudioUK or a Service Provider. Response times are estimates and may vary according to the remoteness or accessibility of the Product's location. Service may be provided by telephone or internet where appropriate.
You must allow EliteAudioUK reasonable access to examine the Product, either at your premises by prior arrangement, or at our premises. EliteAudioUK owns any replaced Product or parts resulting from a repair. If you wish to keep a replaced part, please tell us at the time of the repair; otherwise a reasonable charge, notified to you in advance, may apply if a returned part is later requested.
Unless stated in the applicable Service Offering, the following are excluded from Service: work outside local working hours, weekends, or public holidays; items excluded from Warranty under Section 7; changes to configuration; relocation; preventative maintenance; consumables; work EliteAudioUK reasonably assesses as unnecessary; the electrical environment; transfer of data or software; and viruses. Please back up any data before a Product is submitted for Service — see Section 9 for further detail.
Third-party Products will be repaired according to the relevant manufacturer's or licensor's warranty. Parts not critical to a Product's function (e.g. hinges, doors, cosmetic features, frames) may fall outside the Service Offering's stated time period.
9. LIABILITY
EliteAudioUK accepts liability for any private property loss or damage, or for death or personal injury, caused by the negligence or deliberate misconduct of EliteAudioUK, any Service Provider, or our employees, agents, or subcontractors. Nothing in this Agreement excludes or limits our liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation. Save for these, our liability for private property loss or damage is limited to the lesser of £250,000 or the Price.
We do not accept liability for: (1) indirect or consequential loss; (2) loss of business profits, revenue, or savings; (3) damage remedied by us within a reasonable time; (4) loss arising from your failure to follow written safety or installation instructions provided with the Product; or (5) any loss arising from an event excluded under Warranty (Section 7) or Force Majeure (Section 10).
10. FORCE MAJEURE
EliteAudioUK is not liable for delays in performance (including delivery or Service) caused by circumstances beyond its reasonable control. Such circumstances include strikes, terrorist acts, war, pandemic or public health emergency, supplier, transport, or production problems, exchange rate fluctuations, governmental or regulatory action, and natural disasters. Where such circumstances apply, the time for performance will be extended accordingly.
If such circumstances continue for more than 2 months, either party may terminate this Agreement by written notice. On termination, EliteAudioUK will refund any sums you have paid for Product or Service not provided; neither party will be liable to the other for any further compensation as a result of the termination.
11. CONFIDENTIALITY
EliteAudioUK is not liable for delays in performance (including delivery or Service) caused by circumstances beyond its reasonable control. Such circumstances include strikes, terrorist acts, war, pandemic or public health emergency, supplier, transport, or production problems, exchange rate fluctuations, governmental or regulatory action, and natural disasters. Where such circumstances apply, the time for performance will be extended accordingly.
If such circumstances continue for more than 2 months, either party may terminate this Agreement by written notice. On termination, EliteAudioUK will refund any sums you have paid for Product or Service not provided; neither party will be liable to the other for any further compensation as a result of the termination.
12. TERMINATION
EliteAudioUK may terminate this Agreement by written notice if you fail to make payment when due and do not remedy this within 7 days of being asked to do so.
Either party may terminate this Agreement if the other commits a material or persistent breach of this Agreement and fails to remedy it within 30 days of written notice, or becomes insolvent or unable to pay its debts as they fall due.
On termination, any sums already paid for Product or Service not yet provided will be refunded, less any amounts properly owed to EliteAudioUK. Where Product has already been delivered but title has not passed (see Section 5), EliteAudioUK's rights under Section 5 continue to apply.
13. YOUR OBLIGATIONS AS A CUSTOMER
You are responsible for:
Ensuring the Product suits your personal preferences, room, and existing equipment, having taken any advice from EliteAudioUK that you consider relevant. Nothing in this section affects EliteAudioUK's responsibility under the Consumer Rights Act 2015 where a Product does not meet its statutory requirements, including where you relied on our advice as to suitability for a purpose you made known to us;
Your own telephone and postal charges incurred in contacting us, if any.
Please see Section 7 for your obligations to provide reasonable cooperation and access in relation to Warranty and Service.
This keeps the spirit of the original (customer owns their personal taste/room decisions) while making clear it doesn't erase your statutory duty when they relied on your team's expertise — which, given your business is built on specialist advice (sales training materials, Health Check consultations etc.), is actually the more accurate reflection of how you operate anyway.
14. DATA PROTECTION
We process your personal data in accordance with applicable data protection law and our Privacy Policy, available at eliteaudiouk.com/privacypolicy . This includes details of what data we collect, how we use it, how long we keep it, and your rights, including your right to object to direct marketing at any time by contacting info@eliteaudiouk.com.
15. CONSUMER RIGHTS — CANCELLATION (DISTANCE SELLING)
This section applies only if you are a Consumer purchasing at a distance (e.g. online or by phone). It does not apply to business customers, or to any purchase made in person at our premises.
15A. Your right to cancel
You may cancel your order at any time within 14 days of receiving the Product, without giving a reason, and receive a refund of the Price paid, including standard delivery costs (see Section 15A.1 below for delivery cost detail). To cancel, notify us by letter or email using the details and template below. You must return the Product without undue delay, and in any event within 14 days of telling us you wish to cancel, at your own cost and risk. Any statutory rights you have are unaffected by this Agreement.
You may inspect and handle the Product as you reasonably would in a shop before buying. If the Product's value is diminished as a result of handling beyond what is necessary to establish its nature, characteristics, and function, we may deduct an amount reflecting that diminished value from your refund; we will not refuse a valid cancellation outright on this basis. See Section 21 for how we assess diminished condition.
Where a part-exchange item formed part of your original payment, its agreed value will be refunded to you as part of your cancellation refund, in the same way as any cash paid.
15B. Exclusions from this right
This right does not apply to goods that were a special order, or that have been personalised in any way. This includes any non-standard colour finish on loudspeakers or electronics (e.g. any white finish, gloss or otherwise, or any special order finish outwith our standard range colours), and the AURALiC Aries Mini when ordered with an internal hard drive, which is a bespoke order.
15C. How to cancel
Notice of cancellation should be sent to: EliteAudioUK, Unit 10, Comielaw Farm, Pittenweem, Fife, KY10 2RE, or by email to info@eliteaudiouk.com. You may use the template below, though it is not compulsory.
Example template:
To EliteAudioUK, Unit 10, Comielaw Farm, Pittenweem, Fife, KY10 2RE, UK. E-Mail: info@eliteaudiouk.com :
I/We[*] hereby give notice that I/we[*] cancel my/our[*] contract of sale of the following goods/for the supply of the following service[*],
Name of consumer(s),
Address of consumers(s),
Signature of consumer(s),
Date,
[*] delete as appropriate
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15D. Postage and shipping costs on cancellation
If you cancel under Section 15A, we will refund the cost of standard delivery. If you chose a more expensive delivery option, we will only refund the cost of our standard delivery service. You are responsible for the cost of returning the Product to us, unless we agree to collect it from you, in which case our actual collection costs will be deducted from your refund.
16. JURISDICTION
This Agreement is governed by the law of Scotland, and the Scottish courts will have exclusive jurisdiction over any dispute, save that if you are a Consumer resident elsewhere in the UK, nothing in this clause deprives you of any mandatory protection you are entitled to under the law of your country of residence, or of your right to bring proceedings in your local courts. The Vienna Convention on Contracts for the International Sale of Goods is excluded.
17. MISCELLANEOUS
If any part of this Agreement is found to be invalid or unenforceable by a court, the remainder will be unaffected. We may subcontract, assign, or transfer our obligations or rights under this Agreement, in whole or in part, to a competent third party. You may not assign or transfer any of your obligations under this Agreement.
All notices must be in writing and sent by hand, email, or first-class post (deemed delivered on the second business day after posting). Notices to EliteAudioUK should be sent to info@eliteaudiouk.com or to our registered office as stated at the start of this Agreement. Notices to you will be sent to the contact details you provided with your order.
18. EXCHANGE OPTION (14-DAY DISTANCE SELLING)
If you cancel your order within 14 days under Section 15, you are entitled to a full refund. As an alternative to a refund, we're happy to offer you the option to exchange the Product for another stock item of similar or greater value (with any price difference payable by you); no cash refund is given as part of an exchange, and delivery or collection charges may apply. This exchange option is offered at your choice, in addition to, not instead of, your statutory right to a refund under Section 15.
Only one exchange is permitted per original purchase: if you exchange a Product under this section, the replacement item itself cannot subsequently be exchanged or refunded under this clause. This does not affect your statutory rights in any way.
19. PART EXCHANGE EQUIPMENT
Where you are part-exchanging equipment with us, it is your responsibility to package it correctly, using the original manufacturer's packaging where possible, prior to collection. Items not correctly packaged may be damaged in transit and may then be ineligible as a part-exchange item; where this happens, your main purchase will still proceed and any shortfall in the part-exchange value will be payable by you in cash, unless we agree otherwise.
If your part-exchange item arrives damaged due to incorrect packaging, we will either return it to you, or, where cost-effective, repair it at your expense. Where repair isn't cost-effective, we may agree a reduced part-exchange value with you, with any shortfall payable separately.
Where you exercise a return under our discretionary 30-Day Home Trial (Section 20) and your part-exchange item has already been sold, we will issue a credit note to the value of the part exchange rather than a cash refund for that portion, as set out in Section 20. Any additional money paid by you towards the purchase will be refunded in full. This credit-note arrangement applies only to returns under the 30-Day Home Trial; if you cancel under your statutory right (Section 15), the cash value of your part-exchange item will be included in your refund regardless of whether the item has been sold.
20. 30-DAY HOME TRIAL
On certain new products, or by prior written agreement, we offer a 30-Day Home Trial, giving you longer to decide whether a Product suits your needs than your standard 14-day statutory cancellation right under Section 15. If you cancel within the first 14 days, you may choose to rely on either your statutory right under Section 15, or the terms of this trial; after 14 days, only the terms of this trial apply.
To be eligible for a full refund under this trial, the Product (and anything provided free with it) must be returned in as-new condition, with nothing missing, at your cost. Goods that are marked, damaged, incomplete, or that were a special order (including any non-standard colour finish) are not eligible for return under this programme, though your statutory rights under Section 15 are unaffected for any part of the return that falls within the first 14 days.
To return goods under this trial, notify us in writing of your intention to return them; we will issue you an RMA number to quote in all correspondence. The trial period runs for 30 calendar days from the date the Product is shipped to you, and the Product must be back in our possession within that period — goods arriving later are not eligible for return under this programme.
Where a part-exchange item has been received and sold during your trial period, and you exercise your right to return under this trial, we will issue a credit note for the part-exchange value rather than a cash refund for that portion; any additional money you paid will be refunded in full. See Section 19 for further detail.
You may end the trial early and confirm you are keeping the Product at any time by telling us in writing; this allows us to sell any part-exchange item sooner.
Occasionally we may agree to extend your trial period if you remain undecided. An agreed extension replaces, rather than adds to, the original 30-day period, and runs from the date the extension is agreed — for example, if you are 27 days into your trial and we grant a 7-day extension, the new 7-day period starts from the date of that agreement rather than adding to the original 30 days. Goods must be returned within the extended period; goods arriving later are not eligible for return. If you're ever unsure how much time remains on your trial, please contact us to confirm.
21. DIMINISHED CONDITION
Where goods are returned in a used condition, with marks, scratches, or any damage — including to internal packaging — or with items missing, we will assess the diminished value on a case-by-case basis.
For returns under our discretionary Exchange (Section 18) or 30-Day Home Trial (Section 20) schemes, we may, at our discretion: (1) decline the return and send the goods back to you; (2) issue a credit note, taking the goods back into stock at a reduced value; or (3) make a cash adjustment reflecting the diminished value.
For cancellations under your statutory right (Section 15), we will not refuse the return; instead, any diminished value will be deducted from your refund in cash. This does not affect your statutory rights in any way.
22. CUSTOM MADE / BUILT PRODUCTS
Where a Product is custom built, or manufactured to a non-standard specification at your request, it is excluded from the cancellation and return rights described in Sections 15, 18, and 20, in the same way as other special order or personalised goods (see Section 15B). This applies to the custom-built item as a whole, including any standard components incorporated into it. This does not affect your statutory rights.
23. COOKIES
See our Privacy Policy (Section 26) for details of the cookies we use and how to manage your preferences
24. INSURANCE COVER PAYMENT — HOME DEMONSTRATION
Where we agree to send Product to you for home demonstration, we may require a refundable deposit to cover the risk of loss or damage while the Product is in your care. The amount will be confirmed to you before shipment, based on the value of the Product concerned.
Product remains our property throughout the demonstration period, and you are responsible for taking reasonable care of it. If the Product is returned in the condition it was sent, your deposit will be refunded in full. If the Product is lost, or damaged beyond fair wear and tear, we may deduct the cost of repair or replacement from your deposit, and you will remain liable for any shortfall.
25. COMPLAINTS POLICY
EliteAudioUK's complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's complete satisfaction.
EliteAudioUK undertake to:
• acknowledge the complaint within one working day;
• respond within three working days;
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.
In return, we ask that our customers:
• make their complaint in writing (email info@eliteaudiouk.com), normally within 2 weeks of the issue arising;
• raise concerns promptly and directly with a relevant member of staff at EliteAudioUK (or the email above);
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow EliteAudioUK a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond EliteAudioUK's control or responsibility.
Written records will be made by EliteAudioUK at each stage of the procedure.
Where responsibility lies with EliteAudioUK, some form of solution will always be offered. Where responsibility lies outside EliteAudioUK, solutions will also be offered but may incur some cost to the customer—but we will always seek to keep these costs to a minimum. Any such costs will be made clear in advance of any actions incurring them and not without express permission of the customer.
If we are unable to resolve your complaint to your satisfaction through the process above, you may refer the matter to Retail ADR (a trading name of Consumer Dispute Resolution Limited), an independent, CTSI-approved alternative dispute resolution provider covering consumer goods disputes. This service is free of charge to consumers. Further information is available at retailadr.org.uk. We are not obliged to use this scheme, but will engage with it if you choose to refer a dispute to it..
26. PRIVACY POLICY
Details of how we collect, use, and protect your personal data, including our use of cookies, are set out in full in our Privacy Policy at eliteaudiouk.com/privacypolicy.