Terms & conditions

For the purposes of this document the phrases "we", "us" and "our" refer to Music Matters Hifi.

These terms and conditions apply to all orders placed with us, by any customer, on our website. Placing an order indicates your acceptance to these terms and conditions.

Music Matters Hifi is an independent Hi-fi retailer. Our head office is 363 Hagley Road, Birmingham, B17 8DL.

None of the terms and conditions included here affect your statutory rights, and we reserve the right to make amendments to these terms and conditions at any time, without notice.

Most of the images, video, and text featured on this website has been produced in house, and as such, we have copyright on all our in house produced text, video, and graphical content. Content may only be used, printed or distributed with written permission from Music Matters Hifi or on the understanding that the content reproduced is for non commercial purposes, and the content is not modified. If content is used, copyright information should be clearly displayed - Copyright 2012 Music Matters Hifi.

Contract of Sale

When you place an order with us, you will receive an email from us containing a purchase order, this does not mean we have accepted your order. A contract is only formed when we have received payment from you and we have dispatched the goods. You will receive an email when the products are dispatched.

Product Descriptions

All product descriptions, specifications, images and other information available on our website or in our advertisements is for guidance only. We cannot guarantee the accuracy and reliability of this information. Although we try to keep up to date with product descriptions, changes due to manufacturers may sometimes make this difficult.


The prices on our website are exclusive to the website and may differ from our in store prices.

All prices include UK value added tax at the current rate of 20%. We reserve the right to change prices any time without notice.

In the event of a misprice on our website, we will not accept your order. If you have received a purchase order from us this does not indicate acceptance of your order therefore we are not obligated to complete it. We will contact you to inform you of the misprice and give you the chance to place the order at the correct price.


All orders for products are subject to their availability. If we cannot supply you with the products you ordered within a reasonable amount of time, we will contact you to discuss alternative products, or a refund. We shall not be liable for damages, losses or costs incurred by you due to the delay of the availability of your ordered product if we fulfil the order in a reasonable amount of time. In accordance with Distance Selling Regulations, a reasonable amount of time is deemed to be 30 days.


We accept presently accept PayPal as a payment method on-line. Please note our Sage Pay service is temporarily suspended.

Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland.

Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way. Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards. Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.

Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.

In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.

So when buying through our site, you can be sure that you are completely protected.

More information about shopping securely with Sage Pay can be found at www.sagepay.com/shoppers


We aim to deliver products within 3-5 working days. If a product is out of stock we may take up to 10 working days to deliver. If we anticipate the delivery taking longer than 10 working days we shall contact you within 48 hours to discuss if you are happy with this, whether you would like an alternative product, or a refund. Delivery in mainland UK is free of charge. Delivery to Northern Ireland, Scottish Highlands and Islands are subject to a £10 delivery surcharge.

All orders placed will be delivered with either TNT or Royal Mail between the hours of 8.00am and 5.30pm. On occasion we may use other couriers and will advise of this, along with tracking numbers, at point of despatch.

The condition of the goods in transit remain our responsibility until delivered and signed for by you. If there are signs of damage when delivered please state this on the delivery document by writing 'damaged' and contact us within 24 hours. Any damage discovered after you have signed for the delivery will be your responsibility. There must be someone present at your nominated delivery address to receive the delivery and sign for it, goods will not be left at any address without someone being present and signing for them.

Right to Cancel

Under the Distance Selling Rules 2000 Legislation you have the right to a cooling off period of 7 working days after the receipt of goods. If, within this time, you decide you no longer want the goods you can return them to us for a full refund. Subject to the following conditions;

  1. You inform us in writing that you wish to return the goods. Contact us at websales@musicmatters.fm
  2. We receive the returned goods within the seven working days.
  3. The goods are returned in their original packaging and condition, complete and free from damage.
  4. The responsibility is yours to get them to us in an undamaged state.
  5. The cost of the return is borne by you.
  6. The cooling off period does not apply to in ear headphones due to hygienic reasons.


All of our products come with manufacturers warranty, usually of one year, but in some cases, longer. These warranties cover faults that do not occur from accident, neglect or misuse.


If you believe your product has developed a fault, please contact us in the first instance as we may be able to help over the phone or via email.

If a fault occurs within the first 28 days of your purchase you can return this product to us for a replacement at no cost. Contact us and we will arrange a courier to collect it from you and deliver it back to us free of charge. Please include a copy of your original complete purchase order or invoice. We endeavour to replace this within the time scales detailed above in the delivery section.

If a product develops a fault after 28 days but within the manufacturers warranty period, you can send it back to us for repair. The cost to send it back to us will be borne by you. Please include a copy of your original invoice.


We try to maintain a high standard of customer service and we value greatly those who choose to purchase from us. We want you to be absolutely satisfied with the products you purchase and the service you receive. If you have any complaints or concerns regarding your purchase or the way your transaction was handled please contact us. Either by email websales@musicmatters.fm or in writing to 93-95 Hobs Moat Road, Solihull, West Midlands, B92 8JL.