Refund policy

1. Overview

This policy separates:

cancellation of an online order because you changed your mind; and

remedies for goods that are faulty, damaged, misdescribed or otherwise do not conform to the contract.

The two processes are different. Returning goods for inspection, repair or replacement does not necessarily cancel the contract. Nothing in this policy limits your statutory rights.

Contact: fotosound@voisins.com or 01534 759990.
Returns address: Fotosound, 22 King Street, St Helier, Jersey, JE2 4WP.

2. Cancelling an online purchase because you changed your mind

If you are a consumer who bought goods online, you normally have the right to cancel the contract for any reason. You must give us notice within 7 working days beginning with the day after the day you receive the goods. A working day excludes Saturdays, Sundays, bank holidays, Christmas Day and Good Friday.

If the order was collected by someone else with your authorisation, the period begins with the day after that person collects it.

Give notice in writing or another durable medium. You can:

email fotosound@voisins.com; or

post or deliver a letter to Fotosound, 22 King Street, St Helier, Jersey, JE2 4WP.

Your notice does not need special wording. It must clearly say that you intend to cancel and should include your name, order number, the goods, the order date, the collection date and contact details.

3. Sale goods, opened packaging and inspection

Sale and discounted goods have the same statutory cancellation rights as full-price goods.

You may open packaging and inspect goods as reasonably necessary. Opening the box or switching an item on for reasonable inspection does not by itself remove the cancellation right. Original packaging is not a condition of cancellation, although returning it where available helps protect the goods.

Until the goods are restored to us, you must retain possession and take reasonable care of them. Please return all components, manuals, cables, accessories and promotional items supplied with the product. Package goods carefully so they are not damaged in transit.

4. Returning goods after cancellation

After giving notice, please contact us so we can confirm the return arrangements. You may return the goods in person or send them to the returns address at your expense. Use a suitable tracked and insured service for valuable goods and retain proof of posting.

If we agree to collect unwanted goods, you may be responsible for the direct collection cost where Jersey law allows and we have told you the cost or method of calculation. You will not be charged return or collection costs where the goods are faulty, damaged, misdescribed, a substitute for what you ordered, or where the law otherwise requires us to bear the cost.

Failure to use original packaging does not automatically defeat the cancellation. However, a failure to take reasonable care may give rise to a claim for loss caused by that failure.

5. Limited exceptions to change-of-mind cancellation

The statutory cancellation right does not apply in the limited circumstances set out by law, unless we agree otherwise. These may include:

goods made to your specifications or personalised, such as personalised photo gifts, prints or canvases;

goods that by their nature cannot reasonably be accepted for return, which may include a genuinely hygiene-sensitive sealed product after its seal has been broken;

goods liable to deteriorate or expire rapidly;

audio or video recordings or computer software after the seal has been broken;

newspapers, magazines or other periodicals; and

goods or services whose price is affected by financial-market fluctuations outside our control.

A product is not excluded merely because it was on sale, discounted, not normally held in stock or labelled “special order”. We will tell you before purchase if a lawful exception applies.

These exceptions do not remove your rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

6. Refund following a valid cancellation

We will reimburse sums paid to us under or in relation to the cancelled contract as soon as possible and no later than 30 days beginning with the day on which you gave notice of cancellation, subject only to charges the law permits.

The refund will normally be made to the original payment method. If a promotional bundle is cancelled, all items supplied as part of it, including free items, should be restored to us.

7. Faulty, damaged, misdescribed or non-conforming goods

If goods are faulty, damaged, misdescribed or otherwise do not conform to the contract at collection, you may have remedies under the Supply of Goods and Services (Jersey) Law 2009. Contact us as soon as reasonably possible with your order details and a description of the problem. We may reasonably ask for photographs, diagnostic information, proof of purchase or an opportunity to inspect the goods.

This is a return or remedy request, not a cancellation notice. Asking for an inspection, repair or replacement does not by itself cancel the contract.

8. The six-month rule

The six-month period is not a deadline for reporting a fault. If a lack of conformity becomes apparent within six months after collection, the law generally presumes that it existed at collection unless we establish otherwise or the presumption is incompatible with the nature of the goods or fault.

After six months, you may still have remedies. You may be asked to provide evidence that the problem was inherent or existed at the time of supply. Your rights depend on the circumstances, including the nature, age, expected life and use of the goods.

9. Remedies for non-conforming goods

Depending on the circumstances, you may be entitled to require repair or replacement. We must carry out the chosen remedy within a reasonable time, without significant inconvenience, and bear necessary costs, including reasonable transmission costs.

You cannot require a remedy that is impossible or disproportionate compared with the available alternatives. Where neither repair nor replacement can reasonably be required, or where a required repair or replacement is not completed within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction or to rescind the contract for the goods.

If the contract is rescinded, reimbursement may be reduced to reflect the use you have had of the goods. This can be relevant where a product has provided substantial use before an inherent fault appears. Any reduction will be assessed fairly in light of the product, its expected life, the fault and the use received.

Damage caused by accident, misuse, neglect, unauthorised alteration or ordinary wear and tear is not an inherent fault, although we will assess each case on its facts.

10. Manufacturer warranties

A manufacturer’s warranty or guarantee is separate from and additional to your statutory rights. The expiry of a manufacturer’s warranty does not automatically mean that your statutory rights have ended.

11. In-store change-of-mind purchases

The statutory distance-selling cancellation right does not apply to purchases completed in store. Fotosound may, at its discretion, accept an unused in-store item for exchange or refund within the period stated at purchase, provided the item is complete, in resaleable condition and accompanied by proof of purchase. This discretionary policy does not affect statutory rights where goods do not conform to the contract.

Updated 4th August 2026