Refund policy

Last updated: 24 August 2026

We want you to love your True Tone speakers. If something isn't right, here's how returns work — and nothing below affects your legal rights as a consumer.

Pre-order cancellation

You can cancel your pre-order at any time before it is dispatched, for any reason, and receive a full refund. No fee, no conditions, no explanation needed. Email us with your order number and we will process it.

Estimated delivery is December 2026. If we have not dispatched your order by 31 July 2027, you can cancel for a full refund at any point after that date. This is a backstop, not our target.

Once your order has been dispatched, the 45-day home trial and returns terms below apply.

45-day home trial

Every system comes with a 45-day home trial from the date of delivery. You're welcome to unpack, set up and listen to your speakers at home. If you decide to return within 45 days, the speakers should be in good condition with all accessories and original packaging where reasonably possible. We may make a deduction for damage or missing items beyond what is needed for normal home evaluation.

Your statutory cancellation rights (UK)

If you are in the UK, you have a legal right to cancel within 14 days of receiving the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may handle the goods as you reasonably would in a shop. Where this statutory right applies, no collection fee is charged — although we may reduce your refund if the goods have been handled more than necessary to establish their nature, characteristics and functioning.

Your statutory cancellation rights (EU)

If you are in the EU, you have the right to cancel within 14 days for any reason under the EU Consumer Rights Directive, on the same "handle as you would in a shop" basis, and again with no collection fee within that statutory period.

How the home trial and the collection fee work together

The 45-day home trial extends the same easy, no-quibble return well beyond your statutory rights. To be clear about costs:

• UK and EU, within your 14-day statutory cancellation window — no collection fee.
• UK, day 15 to 45 — £130.
• EU, day 15 to 45 — €150.
• Everywhere else, day 1 to 45 — €300. There is no statutory cancellation window outside the UK and EU, so there is none to waive and the fee applies from the day your order is delivered.

The €300 fee is charged in euros, or the equivalent in your order currency at the exchange rate on the date the refund is issued. It applies once per order, whatever the number of items or packages.

Any collection fee is always waived if your item is faulty, damaged in transit, or incorrect. Cancelling a pre-order before dispatch is always free, wherever you are.

How to return

Email info@truetonespeakers.com to start a return and we'll arrange collection with our courier.

Faulty, damaged or incorrect items

Please inspect your order on arrival. If an item is faulty, damaged in transit or incorrect, contact us as soon as possible. If you are a UK consumer, under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days for a full refund; after that you are entitled to repair or replacement, and where a repair or replacement is unsuccessful you remain entitled to further remedies, which may include a price reduction or refund. In all such cases we cover the return and the collection fee does not apply. Customers outside the UK may have equivalent or additional rights under applicable local consumer law.

Refunds

Once we receive and inspect your return, we'll confirm approval and refund your original payment method. Where a statutory cancellation applies, we refund within the legally required timeframe — for UK and EU consumers, this is generally within 14 days of receiving the goods back, or of receiving evidence of return. Your bank may take additional time to post the refund.

Nothing in this policy affects your statutory rights.

Contact: info@truetonespeakers.com · True Tone Limited, 86-90 Paul Street, London EC2A 4NE · Company 11286737 · VAT GB480325209