Ordering and Returns Process

 

Standard Orders

When ordering, all of Pure Theatres’ product dimensions and specifications are as listed on the website.

Orders may be subject to manufacturer lead times; however, these will be advised by Pure Theatre at the time of ordering.

Customised Orders

Customised products are built to the customers specification and can feature changes to a products’ size functionality and finish. Once you have placed your order, please contact the Pure Theatre team to discuss any customisation requirements.

Orders will be subject to design and production lead times which will be advised at the time of ordering. Please ensure that full model numbers are specified when ordering. Failure to provide details may result in design and production delays.

Returns

We pride ourselves on providing a range of quality products to suit all of our client home cinema requirements, however we understand that sometimes products need to be returned. Whether your item has developed a fault, is damaged or is no longer required, we can help you out.

How to return an unwanted product?

An unwanted product can be returned for a full refund within 21 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights.

Separately to the 21 day policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery. Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them or install them. The goods must be returned in ‘as new’ condition and in their original packaging.

Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please contact the Pure Theatre team on 01952 898 533 to obtain an RMA number prior to returning the goods.

How do I return a faulty product?

Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund. Please contact the Pure Theatre team on 01952 898 533 to obtain an RMA number prior to returning the goods.

Please note we do not cover faults caused by accident, neglect misuse or normal wear and tear.

 

How do I return a damaged or incorrect product?

If you unpack your product and find it damaged or incorrect, please contact the Pure Theatre team on 01952 898 533 as soon as you can so that we can arrange a return or exchange product for you.

Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.

 

Customised Product Returns

Please note that customised products can not be returned unless there are manufacturing defects or shipping damage. If this is the case, please contact the Pure Theatre team within 7 days of delivery to discuss in further detail.

 

Cancellations

If you choose to cancel an order that you have not yet received, please call 01952 898 533 to speak to a member of the Pure Theatre team to discuss whether you would like a refund or exchange. To speed up the process, please ensure you have your order number to hand before calling.