020 8911 0311

 

Terms & Conditions

 

The following terms and conditions apply to all transactions on this site. The terms listed are subject to change at any time. Any changes will take effect on the date they are posted onto the site (see the date at the foot of the page). Please read them carefully and print a copy for future reference. To order goods using this website you must be at least 18 years of age and accept delivery within the UK. We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions. Please note, Agency products are sold on behalf of Euronics. For a full list of Agency products please ask in store or call us.

 

Product Information

Product specifications, images and other information published on our website have either been made accessible by suppliers, manufacturer's, publications, publicists or been gathered from public-domain sources. Our intention is to ensure that all information on the website should be as accurate and up to date as possible. We cannot guarantee the reliability or the accuracy of the information contained within the site. Actions taken by the user of the website are the responsibility of the individual. Images, descriptive matter, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. Full detailed specifications are available from the manufacturer's brochures or their websites.

 

Our Pricing

The prices quoted on this website are valid for Internet sales only. All prices and charges on this site are in UK pounds sterling and VAT at 20% but exclude delivery charges (see Delivery below). We are entitled to make adjustments to prices to take account of any increase in our supplier's prices or the imposition of any taxes or duties. Prices may be subject to change if the price published for the goods is wrong. In all cases, we will inform you of the correct price and give you the opportunity to cancel the order.

 

Payments Accepted

We accept most major credit and debit cards, these include Visa, MasterCard and Switch. We will require cardholder's full details including name, address and telephone number as registered with the bank. Incorrect information will cause a delay in processing your order. Your order will only be processed once authorisation of your credit card has been properly received. Cheque or postal orders are accepted although we cannot dispatch the goods until payment has been cleared which can take at least 7 working days. Please note all Agency products are excluded from any cash back/promotional or reward offer.


Accepting orders and security

We hold a huge range of products in stock for immediate delivery. Once the order is placed, the customer will be notified via e-mail of the confirmation and expected delivery date (see Delivery below).

Before we accept your order we may use the information you have given to us, or we already hold about you, or which we receive from any enquiry we may make to confirm your identity. This assists us to protect you and us from fraudulent transactions. More details of the steps we take to offer our customer's security can be found on the Security and Privacy page accessible from the Homepage. We reserve the right to decline your order, in which case you will be contacted to seek an alternative payment method. Please note accessories for goods are only available when purchased with the main item.


Delivery Options

Our Delivery Service

Delivery prices quoted are for UK mainland delivery only excluding the Scottish Highlands. We reserve the right not to deliver items to certain areas due to their size or fragile nature. Please contact us prior to delivery as an extra delivery charge may occur. The delivery charge is calculated once you have entered your postcode in the Basket Page on our website.

 

Important Notes

Delivery can only be made to the Cardholders Address for security
At the point of delivery, you must have the following:

 

- Two forms of identification with addresses
- A valid passport or a valid driving license
- A recent utility bill, or bank statement.

 

Standard Delivery

Large items (TVs 42" and above, Laundry, Refrigeration etc) will be dispatched within 7 to 10 working days (Monday to Friday), excluding Bank Holidays. All other products will be dispatched within 3 to 6 working days (Monday to Friday), excluding Bank Holidays. Customers selecting standard delivery for any product will be contacted within 48 hours.

 

Please note Standard deliveries are delivered by one man only into an unobstructed ground floor room of your choice.

 

Express Delivery - additional cost (see Basket Page)

Large items (TVs 42" and above, Laundry, Refrigeration etc) will be dispatched within 3 to 5 working days (Monday to Friday), excluding Bank Holidays. All other products will be dispatched within 2 to 3 working days (Monday to Friday), excluding Bank Holidays. Customers selecting standard delivery for any product will be contacted within 48 hours.

 

Premium Delivery - additional cost (see Basket Page)

This service is available for all products. We will call you within 24 hours and you can select a specific delivery date, excluding Sundays and Bank Holidays.

To obtain the exact delivery options or charge to your area, please enter your postcode in the Basket Page. Certain postcodes fall outside of the delivery range, you will need to contact us on 020 8911 0333 to obtain a quote.

Customers are usually called within 48 hours after placing an order. If you have any queries or do not hear from us within 48 hours, please contact us on 020 8911 0333. We contact you for the following reasons:

 

1) Due to the technical nature of the products we sell, we contact you to establish whether you have the necessary accessories to connect your equipment to ensure hassle-free use of your purchase and optimise the performance of your product.

2) To confirm the delivery you require.

3) This is also a security measure we take for your protection to prevent fraudulent transactions.

 

We endeavour to deliver all items within the timescales given above, however, we are reliant on third party carriers and cannot be held liable for any delays and/or loss caused by a delay.

 Delivery services listed above are for UK mainland delivery only. If you live within one of the following postcode districts or outside of the UK please email or telephone 020 8911 0333 for a delivery quotation:

 

BT, IM, PA, PH, IV, KW, HS, ZE, TR12, PO38, 39, 40, 41, GY

 

Please note we do not send goods outside of the UK or to BFPO addresses (Eire excluded).

 

On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. We will inform the customer of a tentative delivery date. If the customer agrees to wait for delivery, we will keep the customer updated on the progress of their order. If the goods are not delivered within the agreed timescale, the customer will have the right to cancel the order and we will refund any money paid by you for the goods. Orders will be delivered on our behalf by one of our couriers and made between 8.00am - 5.30pm Monday - Friday. If a timed delivery is required (e.g. before 12.00pm, Saturday) we can arrange this for you but at extra cost.

 

Our courier companies are not insured to enter your house/premises and will, therefore, require your help (or another recipient) in handling any order in excess of 25kgs (generally televisions). Our couriers will only deliver goods to the ground floor. Please note that we shall not be liable for any losses, costs, damages, charges or expenses caused by a delay in delivering goods if we were not responsible for the delay.


In the unlikely event that your product appears lost or is damaged in transit please contact us immediately via email service@prcdirect.co.uk or telephone our Customer Service Department on 020 8911 0350. We strongly recommend you keep the original packing in case you have any reason to return your purchase. The reason for this is couriers will not pick up items unless they are packed adequately in the original packaging. Alternative packaging will be sufficient as long as it provides the same protection to the goods. Furthermore, when returning goods to the manufacturers they also insist on products being returned with all the original packaging otherwise they may reject the product. This will limit the amount of damage a product could endure through transportation.

 

If a delivery attempt has failed, other than the Couriers error, a failed delivery charge will occur. This is excluded if goods are refused, as there were obvious signs of damage through transit. This does not affect the consumer's statutory rights.

 

The customer must ensure that on all deliveries that there is a clear unrestricted passage for products to pass through. Heavy bulky goods such as fridge freezers or washing machines will only be delivered to the first entry point of the premises. Goods will not be passed through your residence/business unless there is clear access and the customer agrees that there is no liability held against the retailer for any walls/floors or fixtures or fittings that may be damaged. You can request the delivery drivers to assist you to move the goods to the point of rest at your own risk.

 

 

 

We're sorry that adverse weather conditions may or could affect our delivery service

 

 

Shortages & Incorrect Goods

It is the customer's responsibility to sign for all packages as shown on the delivery consignment note. Any missing packages must be noted on the same consignment note before the driver leaves. It will be the customer's responsibility to notify PRC Direct of any shortages within 3 days of delivery.


Point of Delivery

If you have ordered a large TV (50 inches screen size and above) or large appliance (washer, dishwasher, refrigeration, cooker etc.), at the point of delivery you MUST unpack the goods and check for any physical damage. Any physical damages have to be noted on the driver’s delivery note before leaving and PRC must be notified by email immediately to service@prcdirect.co.uk. If any physical damages are reported after the delivery and not noted on the driver’s delivery note, the customer will be responsible and PRC will NOT accept any returns. Therefore, it is very important you unpack the goods and check for any physical damages at the time of delivery. The driver can assist you to unpack the goods if required.

 

Damage in transit

If goods arrive in a damaged or unsatisfactory condition you must make a note on the couriers delivery consignment note. You don't have to open the item to inspect the goods inside. This applies to visual damage that can be seen on the outside only.

 

It will be your responsibility to inform us of any damages within 3 days of receipt of goods, as we need to inform the couriers used. Couriers will not accept claims made after 3 days. If goods returned under this clause are found to be perfect and in full working order they will be returned to you and an administration fee will be charged along with the cost of carriage to your credit card account. This does not affect your statutory rights as a consumer.

 

Product Guarantee

The manufacturer guarantees all purchases for a period of 12 months unless stated, from the date of invoice. The guarantee excludes faults caused by accident, neglect or misuse by the customer. In addition, routine maintenance (cleaning of dirty audio/video heads etc), consumables (styli, plug fuses, cables, batteries, etc), cosmetic damage and tuning of channels are not covered. The full cost of service will be charged if no fault is found with your product.

If your product should fail within this period, our Customer Service Department will arrange for repair, either in your home (for non-portable products on UK mainland) or by a return to the manufacturer's authorised service agents. Customer Service Department can be contacted on 020 8911 0350 Monday - Friday 9.30am to 5.30 pm and Saturday 9.30am to 1.00pm.


Extended Warranty

For your peace of mind, we offer excellent value extended warranties from Domestic & General for a total of up to 5 years cover. The premiums for these warranties can be found on our product pages and an added benefit is the inclusion of accidental damage. You are covered by an insurance policy operated by Domestic & General Services Ltd. For terms and conditions on the Extended Warranties please click here.


Modified DVD & Blu-ray Players

Our Modified DVD players are compatible with most DVD titles currently sold. However, due to the immense variety of discs, we cannot guarantee all types of discs will be compatible. Any new software may need further modification for which an additional charge will be made. All modified DVD players will have a 12-month parts and labour guarantee provided by PRC as the manufacturer's guarantee will be void.

 

Cancellations & Returns

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days after receipt of the products which you may notify us in writing, by email (service@prcdirect.co.uk) of your intention to cancel the sale contract and return the goods. Returned goods not complying with this will be rejected and returned to you at your cost. Please note email notification is preferred. 

You have the choice of returning the products via your own means (at your own cost to PRC Hi-Fi & Video, 78 Cranbrook Road, Ilford, Essex IG1 4NH), or requesting that we collect them. We will charge you the direct cost to us of the collection.

 

1. Goods must be returned to our Customer Service Department within 14 days from authorisation. After the 14 days, we will not accept returns of unwanted and non-faulty items.

2. Goods must be re-packaged as received. If you have opened the box to examine the product it must be re-packaged with reasonable care in order to prevent any damage in transit back to us. All components and accessories must be returned.

3. Any ‘Free' goods supplied with the products must also be returned.

 

IMPORTANT NOTE:

We will not accept returns of the following items; Recording Media which have been opened (CDs, DVDs or Minidiscs) / goods which were advertised as 'SPECIAL ORDER' and specially ordered from the manufacturer for a customer's bespoke order, these are products we do not hold in stock and are specially ordered. It is your responsibility to return the unwanted items at your expense and risk. Returns will not be accepted without prior authorisation. The returns authorisation is valid for up to 14 days only. Goods sent back to us without prior authorisation will be returned back to you and the cost of delivery charged to your account.

PRC Direct will not accept cancellation of any orders where the item(s) purchased are not normally held in stock but have been specifically ordered at the request of the customer. A restocking fee will be applicable in such circumstances.


Collections

 Please note that there is no fixed charge for collections as this is very much dependant on size, distance and type of the goods. Please call Customer Service Department on 020 8911 0350 for a collection quote. Alternatively, you may choose your own form of the insured courier at your own cost.

 

Refunds & Returns

Full refund of the cost of the goods less delivery charge will be given upon the below conditions being met and the refund authorised only after a full inspection of the goods by our Returns department who will check if all the correct products have been returned and their condition.

1. If the goods returned are complete and unused including all accessories and in a re-sellable condition: You will be refunded the full amount of goods less delivery charge

2. If the goods returned are complete and unused but with accessories missing: You will be refunded the full invoice price, less the cost of collection and cost of missing accessories (see below for an indication of the charges).

3. If the goods returned are not in a re-sellable condition: We will not accept these back under the above terms and the goods will be returned back to you and the cost of delivery charged to your account.

Monies will only be refunded once we have received the returned goods, this may take up to a maximum of 14 working days.

An indication of the charges for missing accessories:

1. Charger/Adaptor: £40 Inc Vat

2. Headphones: £20 Inc Vat

3. Instruction manual: £10 Inc Vat

4. Lead: £20 Inc Vat

5. Media Card: £45 Inc Vat

6. Memory Stick: £45 Inc Vat

7. Rechargeable battery: £45 Inc Vat

8. Remote Control: £55 Inc Vat

9. Television stands missing or incomplete will be charged at the full replacement cost of the stand plus 20% handling fees.

Please contact our Customer Service Department for returns and refund enquiries on 020 8911 0350.

 

PRC Direct Price Guarantee

At PRC Direct we are continually monitoring our prices to keep ahead of our competitors. This takes some time due to prices changing constantly and therefore impractical for us to offer the best price always. However, if you find the same product cheaper, supplied by a UK authorised dealer, brand new boxed in stock, then we will try to beat the price by 10% of the difference previous to or at a time of purchase. This excludes any grey imports.

 

Data Production Act

 We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998)

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

* We will not e-mail you in the future unless you have given us your consent.

* We will not pass your e-mail address to other trusted traders unless you agree.

The type of information we will collect about you includes:

* Your name

* Address

* Phone number

* Email address

* Credits/debit card details


We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information, which we hold, will be held securely in accordance with our internal security policy. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.


Force Majeure

PRC Direct will not be under any liability whatsoever in the event that PRC Direct is prevented or delayed from supplying or making delivery of any Goods by any reason or cause beyond PRC Direct's control.

 

Complaints

We take complaints very seriously indeed. We try very hard to provide a high level of customer service, however, mistakes do occur. Nevertheless, we will do our utmost to resolve the problem.

In the unlikely event you do wish to complain then please email us at orders@prcdirect.co.uk or telephone 020 8911 0333 9.30 am - 5.30 pm Monday to Saturday. We will acknowledge your complaint within 5 working days.


Alternatively, you may write to us at:

PRC Direct
Complaints Department
78-80 Cranbrook Road
Ilford, Essex, IG1 4NH

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