Terms & Conditions
Please ensure you read our terms and conditions before purchasing from us. By purchasing from us you agree to be bound our terms and conditions as outlined below. If you disagree with these terms and conditions, or any part of these terms and conditions, you must not use our website.
DESCRIPTION & IMAGES
We aim to describe all our products accurately and correctly. If you believe your order is not as described please contact us so that we can investigate. Please note however that all images on our website are for illustration purposes only, and not a formal description. For certain products it is difficult to convey size in the photo, and for all product images the colour of the image on your screen will not be exactly how it appears in real life, as screens are calibrated differently, such as differences in colour balance, saturation, brightness etc. As such we cannot accept return claims for goods that do not match the picture. Handmade goods can also have minor imperfections, such as braid distance variance, minor defects in printed elements on connectors or heat shrink logos, or fraying of the cord.
ORDERS & LEAD TIME
For all our made-to-order goods, the lead times can vary, but are clearly specified in the product description of a given listing. We will always email you after placing an order to give you a date by which the order will ship by. If you need a cable to be dispatched sooner please see our ready-made section, or you can email us before ordering to see how busy we are.
For everything else that is ready-made or ready to ship, we aim to dispatch within 1 working day UK time (9am-5pm, Mon-Fri excl. bank holidays) unless stated otherwise, but please allow up to 2 working days during peak times.
All orders will only be made and/or dispatched once full payment of goods is received, unless ordered with a product with a longer lead time like a custom item.
If for any reason your order cannot be fulfilled within the stated time above, we will contact you to let you know when the order can be fulfilled should you wish to wait, else a full refund will be issued.
Shipments to the UK typically take 1-2 working days to arrive, but an additional 10 working days must pass before an order can be declared lost and a replacement or refund issued. Shipments to Europe typically take 4-6 working days to arrive, but an additional 20 working days must pass before an order can be declared lost and a replacement or refund issued. Shipments to the rest of the world typically take 5-7 working days to arrive, but an additional 25 working days must pass before an order can be declared lost and a replacement or refund issued.
Remember working days for couriers are different to our own working days: our working days are Monday to Friday, and exclude weekends, UK bank holidays and any other we are closed for personal holiday (these affect lead times); courier working days are usually Monday to Saturday, but may also include Sunday or exclude Saturday or other days in some countries and like us will not include bank holidays or public holidays. Certain countries, such as Australia, Brazil, Canada and others, are known to have frequent delays. Please only purchase products from us if you are happy to wait up to 32 working days for delivery. For information about international postage incidents with Royal Mail click here.
DELIVERY & CHARGES
We only to ship to the registered delivery address provided to us by PayPal at the time of checkout, please make sure this is correct during checkout. This is part of our seller agreement with PayPal to protect both buyers and sellers and prevent against fraud. We cannot change delivery address after payment. You are allowed to have a separate billing and delivery address with both OIDIO SOUND and PayPal.
As our delivery services are done via tracked or signed, it is advised that customers use only a standard residential or business address that they have access to. PO Boxes are strictly advised against, as many PO Box services do not accept tracked parcels or parcels requiring a signature on delivery, and may be returned to sender and the order cancelled. Forwarding addresses/companies are also advised against for the same reason as PO boxes, and because they can cause extra delay, loss or damage that OIDIO SOUND are not responsible for. If you request shipment to a PO Box and the shipment is returned to us, we will refund the order less the cost of the shipping charge. If you request shipment to a forwarding company, please take out insurance on the item for the full amount of the order, as OIDIO SOUND is not liable and will not compensate for loss, damage or delay for any third party courier service not paid for by OIDIO SOUND. In the event a forwarding company damages or loses an order, the customer will need to file a compensation claim with that forwarding company, not OIDIO SOUND.
Many delivery attempts will require a person to be at the address to complete the delivery, in case a signature is required or the parcel is too large to leave. If you are out the courier may hold the parcel for collection or an arranged redelivery, and this is also the case for deliveries where the courier is unsure of your address and may hold the parcel without a delivery attempt. In either case you must ensure that you arrange for collection or redelivery ASAP, as most couriers will only hold parcels for a limited period of time before returning it to sender. This is usually only 2 weeks, but it does vary by country and may be a shorter period where you are. Couriers are supposed to leave notification cards if you are out, however sometimes they do not and in the case of incomplete addresses they won't, so we recommend checking the tracking at least once a week to avoid any such issues as the tracking should indicate if the parcel is being held for collection. Buyers are solely responsible for monitoring the tracking to check parcels are not being held, and are responsible for contacting the courier should a redelivery request need to be made, or to travel to collect held parcels from the courier / collection point. In the event that a parcel is returned to us because it was not collected on time, the buyer will need to pay shipping costs again if they want the parcel to be shipped out again. This is because the costs for failed deliveries cannot be reclaimed by us, and our shipping only covers the first delivery attempt (unless the delivery failure is not the buyers fault such as a lost parcel). We can only request shipping re-payment and re-ship orders back out after they arrive back with us, and this can sometimes take up to 6 weeks, so it is important to be aware of that as it could not only be more expensive if parcels are not collected on time, but also a lot more of a wait. You are responsible for monitoring the tracking number to see the latest information, which is usually accurate about 99% of the time, and should show you if the parcel is being held for collection or re-delivery information.
Our flat rate shipping fee (for orders below the minimum threshold for free shipping) includes a charge for both postage costs, and packing costs; including transaction costs, packing materials and labour. This covers our costs or less only, we never profit from delivery charges, and because it includes packing costs the postage price displayed on the parcel will be less than the shipping fee paid for because it is only one part of the shipping fee charge.
Currently all our payments are handled securely by PayPal. You can pay by using your PayPal account or by using a credit or debit card such as Visa and MasterCard etc. The types of card accepted are determined by PayPal. If you experience a problem or error when paying, contact PayPal first, as they are responsible for payment transactions through their software and will be best placed to resolve your issues. If you believe the issue is with our website or stock inventory, please contact us and we will do our best to resolve the problem.
We offer a 1-year standard warranty on all products we sell (unless stated otherwise). If you experience any problems within that year please contact us via email with original invoice details and we will first help check that the issue is cable related and if it is confirm details for a warranty repair. Repairs under warranty are free, and if a repair is possible that is the only option. Replacements or refunds will only be given if a repair is not possible. Any warranty claim must be made within the first 12 months of receipt of goods. The return postage costs for faulty goods will be refunded retrospectively upon our receipt of the goods and confirmation of the fault, up to a standard amount on any national postage courier. This means when sending an item back under warranty you are responsible for return costs initially, but these costs will be refunded in full after we have received the goods back and can verify the fault. For full information about return costs please read our returns policy. Repairs under warranty may result in a shorter cable overall cabe length, up to 4cm, if the wire has failed below the join and needs to be cut back.
Please note our warranty covers only faults detected on arrival or that occur during normal use and not accidental or intentional damage. If you have damaged your cable please contact us and we can discuss repair options. Accidental damage includes but is not limited to: damage from connectors being bent or stood on, damage from faulty equipment, environmental damage, cosmetic damage, heat damage, the use of cables on headphones they are not designed to be used on, power surges, excessive force or excessive bending of the cables. All cables must be stored straight, loose or in a wide circle shape when not in use; not folded in half, coiled tightly or bent at angles over 90 degrees. If cables are stored incorrectly as above the wire can wear out much faster, or become kinked and protrude through the cord sleeving, which is not covered by warranty. Any repair or modification, or attempt at repair or modification, carried out on one of our cables by any party other than OIDIO SOUND will result in that warranty being null and void.
Our DIY parts have a warranty up until the point they are soldered. This means you are responsible for testing them first, either using a multimeter or crocodile clip system. If you have soldered a DIY part and found it to be faulty, we cannot accept a warranty return for this as parts can become faulty during the soldering process, such as if too much heat or solder is applied.
General wear and tear is not covered by our warranty. Please also note that leaving cables for long periods in direct sunlight can bleach the colouring of our cord sleeving, so we recommend that they are stored inside when not in use. Colour changes by sunlight are not covered by our warranty.
All warranties are non-transferable if goods are resold.
Our made-to-order cables or other made-to-order goods such as cut wire are non-returnable/non-refundable, in accordance with UK distance selling regulations as they fall under the category of "tailor-made or personalised goods" which are exempt from return if you change your mind. For full details see our returns policy page.
Website design and content remains the property of OIDIO SOUND. You may view, download for caching purposes, or print pages from our website for personal use only. Data, images, templates and branding are not to be distributed, used, uploaded or sold elsewhere without express written consent and license from OIDIO SOUND.
You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity. These terms and conditions are governed by and interpreted in accordance with UK English law, and any disputes relating to these terms and conditions will be subject to the [non-]exclusive jurisdiction of the courts of England and Wales.
LIMITATION OF LIABILITY
The supplier's total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of this agreement shall be limited to the price paid for the goods. Nothing in these conditions excludes or limits the liability of the Supplier for death or personal injury caused by the Supplier's negligence or fraudulent misrepresentation.
TAX / VAT
All prices are quoted exclusive of VAT as we are currently not a VAT registered business. This means that we do not charge a VAT Tax and there is no VAT Tax for you to claim back when buying from us. You may however be liable for import taxes, duties or courier handling fees depending on your country of residence and full order amount (we ship from the UK). By shopping with us you are agreeing to pay any and all such import fees to the relevant tax or courier authorities. Please check with your local import laws for information about such taxes before ordering if you are unsure, as they are not within our remit of knowledge or liability. Failure to pay import taxes may affect any refund given for goods returned to sender.
Last updated: September 2020.