Terms and Conditions

Please read these terms carefully. These are the legally-binding terms that set out the basis on which we supply our products. By placing an order for any products, you indicate your acceptance of these terms.

We are Armour Home Electronics Limited (company number 01530915 registered in England & Wales, VAT number GB 215 7682 54), trading as grado.

These terms include some provisions (highlighted in blue) that limit our liability to you in the event that we break any of the terms of our agreement with you.

1. Acknowledgment & acceptance of order

   No contract will exist between you and us until we have received full payment from you and have either (i) given you a written/emailed acceptance of your order or (ii) dispatched the ordered products, whichever is the sooner. Please note that our initial acknowledgment of your order does not constitute acceptance of that order unless we expressly state otherwise.

2. Payment

   Payment for the products is due at the same time you place your order. No products will be dispatched until you have paid us in full for the corresponding order.

   Payment is made using our payment processor (currently Protx), and by placing your order you agree that we may pass on your details and details of your order to our payment processor in order to enable processing of your payment.

   If you require a VAT invoice in respect of your order then please contact us to request this.

3. Unavailability of products

   We make every effort to ensure that sufficient products are available in stock at all times to meet your order. However, occasionally we may find that stock is unavailable.

   If any product you have ordered is out of stock, we will contact you and ask how you wish to proceed. You may either cancel your order for a full refund, await the arrival of the product in stock (unless we inform you that the product will not be coming back into stock) or change your order to replace the product originally ordered with an alternative product (with a corresponding adjustment in the price).

4. Delivery

   The delivery charges for your order are calculated in accordance with our delivery rates, and are shown separately on the order confirmation.

   All products are sent by courier and must be signed-for on receipt. The dispatch of your order will normally take place within 3-5 working days of receipt of your order. Delivery will normally occur within 2 working days after dispatch. Please note that all dispatch and delivery times are approximate.

   If you have any particular instructions relating to delivery then please state this in the "delivery instructions" box provided on the order confirmation page. For example, if you would like us to leave the products with a neighbour if you are not available to sign for them.

   If our courier makes two unsuccessful attempts to deliver the products within agreed time periods then the products will be returned to us. Any further attempt at delivery may incur an additional delivery fee, which we will notify to you in advance. We will not make any further attempt at delivery until you have agreed to any additional fee. If you do not wish to incur that additional fee then you may cancel your order for a full refund (see section 5, "Cancellation by you").

5. Cancellation by you

   You have the right to cancel any order (except as set out in section 6, "Exceptions to your right to cancel") by giving us notice of cancellation at any time up to 14 days after delivery of the products in that order.

   If you have already received the products, or if you receive the products after giving us notice of cancellation, then you must allow us to collect the products within 21 days after your cancellation, using the procedures set out in our returns policy. Until we collect the products, you must make no further use of them and must keep them in their original condition and in their original packaging.

   If you wish to exercise your right to cancel, please contact us as soon as possible.

6. Exceptions to your right to cancel

   If you order any products that are to be made to your individual requirements or are personalised in any other way, then you cannot cancel your order in respect of those products unless we are in breach of our obligations to you. You will be notified of any products to which this applies before you place the order.

7. Cancellation by us

   We reserve the right to decline or cancel any order prior to delivery. Examples of when we might do so include:

   • where products you have ordered are out of stock; or
   • where we have made an error in the description or pricing of any products you have ordered; or
   • if the delivery address or billing address for the products is outside the UK; or
   • if the delivery is to a PO Box or Shop and Ship Address; or
   • if we believe you are under 18.

   If we decline or cancel an order we will refund all amounts paid by you in respect of that order.

8. Problems with products at delivery

   If any products are damaged on arrival, then please notify this to the courier at the time if possible. Please visit https://support.grado.co.uk/portal/en/home to report the damage (even if you have not been able to notify the courier).

9. Product warranty

   All products (other than consumables) are covered by the terms of the manufacturer's guarantee for a minimum of twelve months. This does not apply to consumables such as styli, fuses, cables or batteries, which are covered by your statutory rights.

   The manufacturer's guarantee excludes faults caused by accidents, neglect, misuse or normal wear and tear. If the products are being used in a non-domestic environment (such as a place of work or industrial premises) then the manufacturer's guarantee may not apply.

   The above terms do not affect your statutory rights.

10. Warranty claims

    If you wish to make a claim under the manufacturer's guarantee or in respect of your statutory rights, please contact us via https://support.grado.co.uk/portal/en/home giving full details of the problem.

11. Returns policy

    Any products that are to be returned to us must be returned in accordance with our returns policy. The version of the returns policy that applies will be the version in force at the time the return is made. Failure to comply with this policy may delay processing of your return and of any refund, repair or replacement.

    This returns policy applies to only those products purchased directly via the qacoustics.co.uk website or via the telephone through Armour Home Electronics Ltd. For all products purchased via any other retailer, returns will need to be processed directly with that retailer as their individual returns policy will apply.

12. Data protection

    We take your privacy very seriously. Please see our privacy policy for more details of how we use your data.

13. Contacting us

    You may contact us by telephone, email or post, using the contact details set out on our contact us page. To avoid delays in processing any request or instruction, we recommend you contact us by telephone or email.

14. Contacting you

    We may contact you by telephone, email or post, using the contact details you provide to us. It is your responsibility to inform us promptly if any of your contact details change.

15. Our liability

    If we break the terms of this agreement then we are not liable to you for:

    • any business loss (including loss of revenue, loss of profits, loss of contracts, loss of anticipated savings or loss of reputation) you suffer as a result; or
    • any loss that was not reasonably foreseeable to us and you at the time you placed the order.

    Nothing in these terms limits in any way our liability to you for death or personal injury arising from negligence, or for fraud, or for any other loss or damage for which we cannot lawfully exclude or limit our liability.

16. The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. Click Here for more information.