All returns, refunds, and fault-related claims are subject to Etsy’s policies and procedures. By purchasing from us through Etsy, customers agree that any return or dispute will be handled in line with Etsy’s platform guidelines.

Returns Window

We offer a 30-day return window from the date of delivery unless otherwise stated on the Etsy product listing.
In certain cases — such as display models, demo units, or sale items — a 14-day return window may apply. Any alternative return period will always be clearly stated on the Etsy listing.

Condition of Returns

All returned items must be sent back in their original packaging, along with any accessories and documentation supplied with the product.

Items made to a custom specification outlined by the buyer are not eligible for return.

Return Shipping Costs

• Change-of-mind and standard returns: Return shipping is the responsibility of the customer.
  
  

• Faulty or damaged items: Return shipping will be covered by SoundWorks.
  
  

Damage in Transit

If your item arrives damaged, you must notify us within 7 days of delivery so we can begin a claim and arrange a resolution.

Warranty Coverage

We offer warranties of varying lengths and coverage levels depending on the product and options selected at purchase. Full details will be outlined on the Etsy product listing, our warranties page, and in your order confirmation.

Customers must retain all emails, receipts, and any physical or emailed warranty cards, as these may be required to initiate a warranty claim.

Repair, Replacement & Refunds

Where possible, we will always aim to repair faulty items first. However, due to the custom nature of many of our products, if a repair is not viable, a refund will usually be issued instead.

Contact Us

If you are unsure about any aspect of our returns or warranty process, please contact us via Etsy messaging or through the contact page on our website. We are always happy to help and will do our best to resolve any issues quickly and fairly.

Legal Disclaimer

Nothing in this policy affects your statutory rights under applicable consumer protection laws. Customers within the UK are entitled to protections under the Consumer Rights Act 2015, and equivalent legislation applies in other jurisdictions. This policy operates in addition to, and not in place of, those legal rights.

Company Policy & Customer Promise

At SoundWorks, we build audio products with care, passion, and a genuine love for music. We are a small, hobbyist-led company focused on creating distinctive, well-built speakers and furniture audio that are designed to last, sound exceptional, and bring long-term enjoyment.

This page outlines how we work, what we stand for, and what you can expect when buying from us.

Craftsmanship & Build Quality

All furniture modifications are carried out by hand in-house. While the original furniture base may not always be handmade, every conversion, adaptation, and audio integration is completed by us.

Our bookshelf speaker enclosures are handmade, and while we currently do not manufacture our own speaker drivers, we carefully select and use proven components from trusted suppliers.

Our goal is simple: to create products that are robust, reliable, and musically engaging, delivering great sound not just on day one, but for many years to come.

Testing & Quality Control

Every product is tested before dispatch. Where appropriate, we also perform a short burn-in period to ensure stable performance.

We do not ship products that we would not be happy to use ourselves.

Sound Philosophy

We aim for a balanced approach between accuracy, musicality, and enjoyment. Hi-fi is highly subjective, and personal taste plays a large role in what sounds “right.” Because of this, we are always happy to offer guidance, but we recognise that preferences vary from listener to listener.

Custom Work & Consultations

We welcome custom requests and enjoy working with customers on bespoke projects. Larger or more complex consultations may carry an additional cost, which will always be discussed in advance.

For lower-level product ranges, customers typically purchase from our defined designs. For our higher-level and reference builds, customers may be involved in finish choices, component selection, and overall design direction.

Customer Support & Communication

We aim to respond to messages the same day wherever possible. As we are a small hobbyist company with other commitments, please allow up to 3 working days for a response.

Our tone is always intended to be professional, friendly, and helpful.

Problem Resolution

If an issue arises, our first priority is always to fix the problem. Many of our products are custom or one-off builds, and we will make every reasonable effort to repair and restore items rather than immediately replacing or refunding.

Each case is handled fairly and on its own merits.

Ethics & Sourcing

Where possible, we aim to support local supply chains. However, due to the global nature of audio manufacturing and the fact that many speaker drivers are now produced overseas, this is not always achievable.

We prioritise component quality and reliability over origin alone.

Long-Term Commitment

In five years’ time, we want SoundWorks to still be doing what we do best: building robust, great-sounding products that customers trust and enjoy.

Our promise is simple:
We will always act honestly, build carefully, test thoroughly, and support our customers as best we can.

At SoundWorks, we respect your privacy and are committed to protecting your personal data. This policy explains what information we collect, how we use it, and your rights regarding your data.

This policy reflects our current practices and applies to purchases, enquiries, and interactions made through our website and Etsy store. By placing an order or submitting an enquiry, you agree to these terms.

Information We Collect

We may collect and process the following personal information:

• Name
  
  

• Email address
  
  

• Shipping address
  
  

• Billing address
  
  

• Warranty information
  
  

• Communications sent to us via our contact form or email
  
  

For Etsy purchases, most personal data (including addresses and payment details) is stored and processed by Etsy in accordance with their own privacy policies. SoundWorks does not store payment details.

Outside of Etsy, we only store name, email address, and warranty-related information where necessary.

How We Collect Information

We collect information when you:

• Place an order through Etsy
  
  

• Contact us via our website contact form
  
  

• Email us directly
  
  

• Sign up to our newsletter (optional)
  
  

Newsletter sign-ups are never automatic and require your explicit opt-in.

How We Use Your Information

We use your data for:

• Processing and fulfilling orders
  
  

• Customer support and enquiries
  
  

• Warranty registration and claims
  
  

• Sending warranty-related information (including annual EliteCare discount codes)
  
  

• Improving our website and services through analytics
  
  

We do not send marketing emails unless you have subscribed to our newsletter.

Sharing Your Information

We only share personal information when necessary:

• With shipping couriers to deliver your order
  
  

• With Etsy, where applicable, under Etsy’s own policies
  
  

We do not sell, rent, or trade your personal data.
Any information provided directly to SoundWorks is not shared with third parties beyond what is required to fulfil your order or service.

Data Retention

We retain personal data only for as long as necessary, typically for the duration of the applicable warranty period or where required for legal, accounting, or operational purposes.

Cookies & Analytics

Our website uses cookies and Google Analytics to help us understand how visitors use the site and to improve functionality. Cookies do not collect personally identifiable information.

You can control or disable cookies through your browser settings.

Your Rights

You have the right to:

• Request access to the personal data we hold about you
  
  

• Request correction of inaccurate data
  
  

• Request deletion of your data
  
  

Please note: requesting deletion of certain data may affect our ability to provide warranty services or process claims.

Updates to This Policy

This Privacy Policy may be updated from time to time. The version published on our website represents the current and applicable policy and is the version that applies when placing orders or submitting enquiries.

Contact

If you have any questions about this policy or your data, please contact us via our website contact page or through Etsy messaging.

At SoundWorks, many of our products are built to order or customised, and we aim to be as transparent and fair as possible regarding cancellations.

This policy applies to purchases made through our website and Etsy store and works alongside Etsy’s own policies.

Standard (Non-Custom) Products

Orders for standard, non-custom products may be cancelled before the item has entered production or dispatch.

Once an item has been dispatched, cancellations are no longer possible and the order will instead fall under our Returns Policy.

Custom & Bespoke Products

Orders for custom or bespoke products may be cancelled within 24 hours of purchase, unless otherwise stated on the product listing.

After this period, cancellations may not be possible as work, materials sourcing, and design preparation may have already begun.

If a cancellation is accepted after this window, any refund may be partial and will reflect work already carried out and materials already purchased.

Display, Demo & Sale Items

Cancellation terms for display models, demo units, or sale items may vary and will be clearly stated on the relevant Etsy listing.

How to Request a Cancellation

To request a cancellation, please contact us as soon as possible via Etsy messaging or through our website contact page, quoting your order number.

Legal Notice

Nothing in this policy affects your statutory rights under applicable consumer protection laws. This policy operates in addition to Etsy’s policies and relevant consumer legislation.