Looking For Advice or Don`t Want to Order Online? Call our Sales Team 01782 814777

Terms & Conditions

Service Charter
Cookies care about our customers. We are here to help you. If you have any questions about our web site or any of the products on it don’t hesitate to contact us. We are on hand to answer any queries that you may have or to sort out any problems, if you do have any concerns or you need help or advice on any equipment, or any problems please contact us.

The information collected from you at the time you place an order will be stored in our database and is used purely to carry out your instructions and action your payment. There are no circumstances under which this information might be passed to a third party. We may sometimes email you with details of any important news or special offers. For more detailed information please check our privacy policy page.

We aim to supply you with the goods described on our Web Site as shown in stock in a speedy fashion, most orders are despatched the same day and should arrive in a day or two. If we are unable to despatch the item immediately we will contact you with regular updates as to when you can expect to receive your order. For more detailed information please see our delivery page. If you have an urgent order you can discuss your requirements on the telephone, 01782 814 777

Specification and Suitability
If you need advice, or are unsure on purchasing any product, please contact us first before ordering to avoid future disappointment in case the product is not suitable for your intended use. It is the sole responsibility of the customer to establish to their own satisfaction the specification and suitability of the product offered. No items are supplied on a trial basis.

Ex-Display - Ex-Demo - Sale Items
Products in our sale that are described as Ex-Demo or Ex-Display may have slight cosmetic defects but are tested & guaranteed to be in full working order and are supplied with full instructions, accessories and original shipping box when available. Any missing items will be listed on the web site description.

Cookies extend all manufacturers warranties and in addition we also offer a comprehensive 12 month parts and labour guarantee on all products sold. Exclusions to this are: fader/crossfader pots, budget cables, lamps & styli. Failure caused by misuse, dropping, forcing, short circuit, ware & tear or over running is not covered under the warrantee.

Mail Order Returns
Any orders that arrive either broken or damaged need to be reported to us immediately. You have up to 30 days to return faulty or damaged goods. We may need to inspect the goods before a replacement, credit note or refund can be issued.

We have a "back to base" warranty policy, this means our warranty does not cover postage costs to have goods returned back to us.

If you change your mind and no longer want an item we will be happy to take it back, but only if they are returned to us at your expense within 14 days of the received date and in unopened, as new condition. Your Refund/Credit will be processed on the day of us receiving the product back from yourself and may take up to 5 working days to process.This excludes music discs, DVDs & software, spare parts, lamps styli etc. & service & custom items. Refunds may be subject to a re-stocking fee if an item has been specially ordered.

All online payments are totally secure as they processed with Google Checkout or PayPal. We don’t see your card details and you can quickly and easily buy from other stores across the web and track all your orders and delivery information in one place, without giving your card details again.

We also accept Mastercard, Maestro, Solo, Visa, Visa Debit (Delta), Visa Electron, JCB & American Express. If you would like to make payment over the phone by bank transfer, Paypal, cheque or postal order please call us. All telephone mail order card transactions are processed manually in the store when the goods are to be dispatched. We will only deliver to the address the card is registered to and we run security checks when the card is authorised using various Address verification systems. If you are not at home during the day, you may be able to have your card issuer add an alternative delivery address (work etc.) to be registered to your card.

All prices quoted by Cookies are in pounds sterling and are inclusive of Value Added Tax at the applicable rate. Customers from countries where VAT is not applicable will not be charged VAT unless the order is being sent to a UK or EU address.
Our VAT number is GB 536 9411 31 VAT Rate The rate from 1st January 2011 is 20%

Cookies will not be held liable for any loss of earnings or third party claims due to late delivery or failure of the product supplied. The customer shall be responsible for ensuring adequate backup facilities are available should a product fail at any time. Cookies will not be held liable for damage or injury caused by products supplied by Cookies, which are misused or incorrectly installed.

Payment and Title
Payment terms – all major credit and debit cards are accepted as well as cash, postal orders, bank draft, cheque, or direct bank transfer. Cheques must be cleared before the goods can be taken away or delivered. This can take up to 10 working days. Ownership and title in all goods taken from or delivered by Cookies shall pass to the customer when full payment has been received and cleared to Cookies bank account. Responsibility for the risk or safety of the said goods shall be that of the customer from the time of possession. In the case of goods not being paid for as agreed Cookies reserve the right to take possession of the goods concerned, with the co-operation and at the expense of the customer. Whenever monies are overdue to Cookies, interest shall be chargeable at the rate of 2% above the bank rate per calendar month from the date payment was due.

We aim to deliver the highest level of customer service. However, if you feel you would like to complain about any matter please email cookies@cookies.co.uk. We will reply as soon as possible with an acknowledgement whilst we work to resolve your complaint.

Law and jurisdiction
These terms and conditions are governed by and construed in accordance with English law and by using this website you agree to submit to the jurisdiction of the English courts.

Statutory Rights
Your statutory rights under the current consumer protection laws are not affected in any way by the terms and conditions stated or implied.

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