Terms & Conditions

AV Lounge (trading arm of Photostereo Limited). Registered in England No. 1264460. VAT No. 241 9217 74.

By placing your order, you are agreeing to these terms and conditions as revised on 11 Oct 2011

1. These Terms and Conditions

These terms and conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights. We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the site (see date above). You are required to agree to these terms and conditions each time you place an order.

2. Our Contract

2.1 We shall sell to you and you shall purchase only those goods set out in your order and which have been accepted by us. We reserve the right to reject any order. Unless otherwise agreed in writing each such sale of goods will be subject to these terms and conditions.

2.2 No Order submitted by you shall be deemed to be accepted by us unless and until accepted by e-mail or in writing by us. Once you place an order you will be e-mailed your order number, card validation and details of the products you ordered. These e-mails are an acknowledgement and not acceptance of your order. Acceptance of your order and the creation of a legally binding contract between us will only occur when we send you a Despatch e-mail.

2.3 No variation to these conditions shall be deemed to be accepted by us unless and until confirmed by e-mail or in writing by us.

2.4 Any error or omission in any information or document issued by us shall be subject to correction provided that the correction does not materially affect the contract

3. General

3.1 We endeavour to notify on our website any items that are out of stock wherever possible. If a product ordered is out of stock with our supplier and ourselves we will notify you with the information given to us by the manufacturer or supplier. You should allow us up to 14 days for the dispatch of the goods. If the delay becomes longer than 14 days you will be given the option to cancel the order and we will refund any monies paid by you. We shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivery.

3.2 All orders are verified for the security of both you and us. You may be asked for further information such as proof of address or identity before your order can be processed. False information may result in your order being delayed or rejected.

3.3 We cannot be held responsible for any inaccurate information given through correspondence of your order. Manufacturers on occasion change specification and offers without notification. While of course every care is taken to ensure all information is accurate, we are an online retailer rather than technical specialists and it is strongly advised to verify any technical information contained on the website or communicated over the cause of a telephone call, or e-mail communication. In addition due to the very wide range of products supplied we ask that all technical related queries are directed at the manufacturer who is best placed to answer. Contact details are provided for each product including web site and phone number and we also provide, where available, a link to the manufacturer's published specification sheet for the product. In case of any inconsistency, please refer to this sheet for most up to date specification and products description.

3.4 Products, prices and promotions are valid only for the period which they are displayed (unless stated) and are all subject to availability. If any of these should change to your detriment or become unavailable in the period after you place your order with us, you will be contacted before we proceed with your order.

3.5 Prices on the website are an invitation to treat only, in rare cases of pricing error from our manufacturer, supplier, taxes or duty changes, we shall have the right to refuse or cancel any orders listed incorrectly even if the order has been acknowledged but prior to contract being formed (see 2.2).

3.6 The purchaser shall have ownership of the goods as soon as delivery has taken place which is after payment in full.

3.7 From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk.

3.8 We will issue you with an electronic invoice once the goods have been despatched to you.

3.9 These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-executive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

3.10 Your data protection rights are set out in our Privacy Policy.

3.11 Additional terms and conditions only cover the Photostereo.com website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing regulations apply.

4. Payments

4.1 All prices are shown in UK pounds sterling including VAT.

4.2 Refunds completed by us will then generally take 7 business days to be processed through the banking system. This is outside our control and we apologise for the inconvenience.

5. Deferred Payment

5.1 The Deferred Payment Scheme is a process by the banking association to improve security for their customers purchasing on the internet. Now when you purchase online it is reserved in your account by your bank as a payment in suspense for AV Lounge. It can only be transferred through to us if we verify we have despatched the goods. If we do not have stock or cannot process your order we will inform you. You can then choose to wait for our stock to arrive or notify us you no longer wish to proceed with this purchase and we will abort the deferred payment and your funds will be released in your account but this can take your bank 3 business days to complete.

6. Delivery

6.1 All deliveries must be signed for by the person who placed and paid for your order, with the exception of some small items which may be sent by post. Please make sure you keep the receipt enclosed with your goods.

6.2 We will only deliver goods to the address of the registered card holder who placed the order and goods will not be left without a signature. Various delivery methods are used including Royal Mail, private logistics firms and national carriers.

6.3 If goods arrive in a damaged condition you must sign the delivery note as damaged or unchecked, and write a brief description of the damage on the note, before informing us within 48 hours from delivery date, quoting your order number.

6.4 It is your responsibility to notify us of any incorrect goods delivered within 48 hours from date of delivery quoting your order number. It is also your responsibility to sign for correct number of packages as shown on the carrier’s delivery note, any shortages must be noted on the delivery note and you must notify us within 48 hours from the delivery date, quoting the order number.

6.5 We shall not be liable for any losses, costs, damages, charges or expenses caused by any delay of the goods purchased.

6.6 All prices are inclusive of a standard delivery charge calculated on weight and distance. Refunded goods will be subject to this deduction. Delivery charges are for most of mainland United Kingdom. Some Scottish Highlands and remote rural areas of the United Kingdom may incur additional charges and also longer delivery dates, as will delivery to inner city areas that have charges for entering. Standard delivery will normally be made within 5 working days of clearance of payment or notification of receipt of signed agreement by finance company. Premium Next Business Day, Pre Twelve, and Saturday delivery dates are optional and will incur additional charges. Please see Delivery charges for details. These services are purchased on your behalf from third party couriers, and are not guarantees of delivery but targets. Any refunds for failed premium deliveries will be entirely at AV Lounge's discretion.

6.7 Refunded items will be exclusive of delivery charges so long as it can be shown that delivery was successfully made.

6.8 Different products in the same order may arrive separately. For example an LCD TV and wall bracket may arrive by two different couriers. In this instance delivery will be said to be made in instalments. Each delivery shall constitute a separate contract and any failure by us to deliver any one or more of the instalments in accordance with these conditions, or any claim by you in respect of one or more instalments will not entitle you treat the contract as a whole as repudiated.

6.9 If we fail for any reason within our control to fully or partially deliver you Goods any reimbursement shall be no more than the price of the Goods together with any delivery and or reasonable return costs.

6.10 Each party is entitled to cancel the contract in respect of non-performance of obligations in relation to delivery. If cancelled we will refund you any monies already paid by you subject to conditions in clauses 6.7, 6.8 and 12.2

6.11 Where we carry out deliveries using a private logistics firm (mostly but not exclusively for inner London deliveries) a card may not necessarily be left and you will be required to be in to take delivery. Failing to do so will mean the goods are returned to us and an additional delivery scheduled. You will be liable for redelivery costs in this case at a rate determined by weight and distance but not exceeding £100.

6.12 National carriers will attempt delivery and if you are not in leave a card with your consignment number and contact details of the local depot. They return the following day to attempt redelivery and if nobody is in leave a second card. The goods will be brought back to the local depot to await collection. Failure to collect within 3 – 7 days (depending on the carrier and the depot) means the goods are returned to us. In this case an additional delivery will be scheduled on request and you will be liable for the costs at a rate determined by weight and distance but not exceeding £100. If you prefer not to have the goods redelivered we will refund you less the delivery costs.

7. Limits and Responsibilities.

7.1 Subject to our obligations, and your rights under the regulations, we shall not be liable to you or to be deemed in breach of the contract by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the Goods if the delay or failure was due to any cause beyond our reasonable control.

7.2 We assume no responsibility for the contents of any other web sites to which this web site has links.

8. This Website

8.1 We, our Group companies and our suppliers own the copyright , trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal , non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.
8.2 You may not create a link to this website without prior written consent, nor restrict or inhibit the use of it by anyone else.

9. Returned Goods

9.1 A product is deemed faulty on arrival if it shows symptoms of hardware failure preventing its basic operation. You must notify us within 14 days (7 Days for Sony or Pioneer) of the delivery date by emailing returns@avlounge.co.uk and including all relevant information.

9.2 Customers must retain packaging as manufacturers will not accept returns not in their original packaging.

9.3 By placing your returns request, you are agreeing with these terms and conditions.

9.4 Please provide as much detail as possible in your email. Descriptions like "Broken", "Dead", "No Function" are not sufficient. As much information as possible will help us to quickly diagnose your product fault and advise you of a solution.

9.5 All Products will be tested and you agree that if your product is found to have no faults, it will be returned to you your cost. All manuals, cables, packaging, etc. are to be included in the return and packaging must be in new condition or replacement charges will apply.

9.6 We try to resolve every return quickly but if after 10 days there is no further action on your part, the return will automatically close.

9.7 Credit Card Refunds: AV Lounge pass on the surcharge levied by credit card companies to customers who choose to pay by this method. This offers lower pricing to customers who pay by debit cards. Once payment is made this surcharge is paid to the credit card company and is non refundable. The charge is not refunded to us and we cannot refund this to you for goods returned to us.

Warranty and Returns

No Quibbles 14 Day Money Back Policy. At avlounge.co.uk you can shop with complete peace of mind.

If you purchase anything from us, and you change your mind once you have received your order, you can send it back to us any time within 14 days for your money back with no questions asked.To return a fully working item to us for your money back please email returns@avlounge.co.uk quoting your order reference and the reason for returning your product.

Our No Questions Asked Money Back Policy applies in relation to every product we sell provided:

  • You notify us of your intention to return the item/s within 14 days of your order
  • The returned item/s are received by us within 10 days of us accepting your return with email confirmation
  • The item/s are returned to us in 'as new' condition with all internal and external packaging, accessories, swing tags, labels and manuals complete and intact. This
  • includes remote controls and power leads tempting though this may be!
  • The item/s are NOT used and are in 100% re-saleable condition when we receive them back
  • The item is securely packed in original packaging.
  • That you DO NOT stick or write anything on the item itself or its packaging. If necessary Please only write or place postage stickers on the outer postage packaging
  • Your refund will be the amount you paid for the items returned, less the cost of collection which is dependent on weight and distance but will be no more than 50 pounds for all items less than 30kg in weight despatched to UK mainland

Products returned as damaged or faulty (within 14 days of purchase)

NB: For faulty Sony or Pioneer products we must be informed within 7 days rather than 14.

Any product returned as faulty within the first 14 days of purchase must be assessed by the manufacturer to confirm that it is faulty. This process can take up to 72 hours from collection of the product. Once a fault is confirmed then we will be happy to offer a replacement of the product. For all UK mainland orders collection and replacement costs will be met in full by Photostereo.

All original packaging must be retained for returns/refund/warranty purposes. If you wish AV Lounge to replace faulty goods you are STRONGLY RECOMMENDED to have kept all the original packaging and accessories. If your goods go faulty within 14 days and you have not kept the packaging you will be required to purchase sufficient new packaging so that the goods can be safely retuned, and may be liable in cases where goods are returned damaged and improperly packed. If you dispose of the packaging then it will be your responsibility to source alternative adequate packaging to use to return the item.

Damaged in transit

Our insurance policies require notification within 48 hours and photos to enable us to make a claim for damage caused to a package in transit. If you receive an item that is damaged and wish to receive a replacement please email photos of both the damaged item and the packaging, together with your claim so we may process it promptly.

Products returned as faulty (after 14 days of purchase)

If any of your purchases develop a fault and it's more than 14 calendar days since receipt, then provided your item is within its warranty period, we will provide you with a warranty repair. In some cases, manufacturers may provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. All our warranties give you a minimum of one year protection. AV Lounge provide a range of extended warranty options including standard cover from Domestic & General. Your rights under the sale of goods act 1979 (as amended) are not affected and your contract remains with AV Lounge. As the supplier of your goods, AV Lounge undertake to ensure you receive a satisfactory warranty repair or replacement. In cases where we are unable to provide a repair to your goods under warranty then we may replace your goods.


Replacements or refunds under warranty do not apply if the product has not been installed, operated and maintained in accordance with any instructions provided with the product. If the product has been used in a manner other than for which it was designed, to the extent permitted by relevant legislation, AV Lounge expressly excludes any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product. To the extent permitted by law, warranties will only apply to products used for personal / private use. Using products purchased from Photostereo for commercial purposes may result in exceptions to your manufacturer’s warranty terms.

If you change your mind - Your rights under the Distance Selling Regulations 2005.

You have the right to cancel. You must email returns@avlounge.co.uk to notify us of your desire to cancel within 7 working days starting on the day that the goods are delivered to you. The 7-day provision is designed to ensure such goods can be sold as new again. Your product must be complete, unused and in as new condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging in any way). It should be returned with the original box, packing and accessories. Pre-recorded videotapes, DVDs, CDs and other software must be sealed. You will be wholly responsible under the 7-day regulation for the cost of return delivery and all damages will be at the consumer's risk. We interpret reasonable care as meaning the goods are in perfect new condition with all box and packaging intact. Your right to cancel does not apply to items that have been modified or customized outside the manufacturer specifications or specially ordered on your behalf. We will offer to collect the goods from you at your cost but at our risk. If you choose you can return the goods yourself, however you must return the goods within 7 days of cancellation, and we strongly recommend you use an INSURED delivery service. Goods returned to us in this way that arrive damaged will be at your own risk and it will be up to you to pursue a claim with your courier company. Once you have notified us of your desire to cancel the contract there is a legal requirement for you to take good care of the goods. We shall refund the total amount of money paid by you for the goods less any relevant collection charge within 28 days of your written cancellation. Where goods are returned due to customer rejecting goods at the delivery point with no prior written consent/agreement, we will refund the total amount paid less any cost of the sending and collecting goods from the delivery agent.

AV Lounge is committed to providing the highest levels of service and consumer protection on the internet. With AV Lounge you have FOURTEEN days protection, and not just your legal entitlement for seven. Beware other low priced online sellers who will not offer this support. With AV Lounge, you can shop with complete peace of mind.

Best Buy Award