Terms & Conditions

Payments

All credit and debit card payments are encrypted and never stored by Keysound on any web server in an un-secure manner. While we take every precaution, we cannot be held responsible if, through no fault of ours, personal details are intercepted. The information you provide may be subject to checks to prevent fraudulent use and may be shared with other parties for that purpose. Payment will only be taken once the goods are confirmed in stock and ready for delivery.

Prices

We make every effort to ensure that prices displayed on our website (or any third-party seller we use) are correct. However, we reserve the right to cancel any transaction if an incorrect price has been shown.

Delivery

We deliver only to UK mainland addresses. If you live in the Scottish Highlands, extra charges may apply; we will contact you with a quote before dispatch. Deliveries are made by courier unless other arrangements have been agreed, and goods will be delivered only to the address on the order. For card payments, the delivery address must match the cardholder's address.

Larger items (e.g., digital pianos) will be delivered to your main entrance and may require self-assembly. We also offer a VIP Delivery Service—our own staff will deliver, unpack, assemble your instrument, and remove all packaging for recycling. To arrange VIP delivery, call us on 0116 2541053.

Provided goods are in stock, delivery usually takes place within two working days to UK mainland addresses (Scottish Highlands may take up to five days). We will confirm your delivery date by email or phone, and deliveries occur between 8am and 7pm.

Returns & Refunds

Under the Consumer Contracts Regulations 2014, you may return any item (for any reason) within 14 days of receiving it, provided it is in "new" condition—still in original, undamaged, unmarked packaging. You must obtain a returns authorization number by calling 0116 2541053; otherwise, goods will be refused at delivery. You are responsible for return shipping costs.

Once we receive and inspect the returned item, we will issue a full refund (minus any original delivery charges). If goods arrive damaged, you must report this within 24 hours of delivery, noting any packaging damage on the delivery note.

Items reported faulty within 30 days of receipt may also be returned—again, they must be in "new" condition. Once we receive and verify the fault, we will issue a full refund. As before, you must obtain a returns authorization number.

PayPal Refunds

PayPal no longer refunds fees on cancelled transactions. If you paid via PayPal and cancel your order, the relevant PayPal fees (2.9%) will be deducted from your total refund.

Guarantee

All items purchased from Keysound are covered by a manufacturer's warranty. In case of malfunction, call us on 0116 2541053 to obtain an authorization number. We will either collect the item or, for larger instruments (e.g., digital home pianos), arrange onsite repair. Please retain original packaging for portable keyboards and pianos. A small collection fee may apply but will be refunded once the fault is confirmed. Keysound is not responsible for faults or damage resulting from misuse or accidents.

WEEE Regulations

We comply with the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations. These rules require the recycling of electrical goods rather than disposal in landfill. Our terms here supplement—but do not replace—your statutory rights.

Complaints

If you are not entirely satisfied, please raise a complaint by emailing sales@keysound.co.uk or calling 0116 2541053. We aim to resolve complaints within 14 days. If we cannot provide a final response within that period, we will send a letter explaining the delay and the new expected resolution date.

Financial Ombudsman Service (FOS)

If your issue relates to a finance agreement regulated by the Financial Conduct Authority and you are dissatisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service (free of charge). You must do so within six months of our final response or eight weeks after your holding letter. For more information, visit www.financial-ombudsman.org.uk.

Keysound (Leicester) Ltd acts as a credit broker and offers credit products from Secure Trust Bank PLC (trading as V12 Retail Finance) and Omni Capital Finance. Keysound is authorised and regulated by the Financial Conduct Authority (FCA registration number 726297). Credit provided subject to age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the FCA.