Returns & refunds

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-orders

Pre-orders are paid in full at checkout, with delivery estimated for November 2026. You can cancel a pre-order at any time before your order is dispatched and receive a full refund, with no collection fee. If we are unable to deliver within a reasonable time of the estimated window, you may cancel for a full refund. Once your order has been dispatched, the 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: if you cancel within your 14-day statutory window, there is no collection fee. If you change your mind after that window but still within the 45-day trial, we arrange collection and deduct a return collection fee of €150 / £130 / NZ$300 from your refund to cover collection and handling. This fee is always waived if your item is faulty, damaged in transit, or incorrect.

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 immediately. 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 we will repair or replace, and where a repair or replacement is unsuccessful you remain entitled to an appropriate refund. In all such cases we cover the return and the collection fee does not apply.

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 — within 14 days of receiving the goods back, or of your 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