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Returns Policy
 

All items we retail will come with a complete 1 Year Guarantee (unless Pre-owned) which will cover parts and labour for repair purposes.

If your item/s are missing, faulty or not as described, the following will apply to you.

• You must notify us of any missing items within 14 days of dispatch date.

• You must notify us of any incorrectly received or unwanted items within 7 days, and return within 30 days from purchase date.

 

14 Day Money Back Guarantee - on Email Orders and Online Purchases.

 

In accordance with the Consumer Rights Directive 2014, most goods can be returned for any reason within 14 days of purchase date for a refund, including standard delivery cost. Returned goods must be in their original condition and should be returned in their original packaging. Please note that there is a collection charge for unwanted orders or you can arrange your own courier (we advise to make sure you have a tracking reference). Please contact our returns department for an RMA number before returning an item. An RMA number allows us to identify who its came from and process your return quickly. The RMA number must be printed on the box of the item(s) you are returning, and ALSO inside the box.

 

You need the following information to request an RMA: 1) Valid Order Number, 2) A Valid Reason to return the item - see details below.


• If your item/s has been mis-described and you wish to return it, you may do so but we must be notified within 7 days of receipt.

• In the unlikely event that you need to return 'Faulty' or 'mis-described' items, we offer a UK Freepost return address. Items restricted by Royal Mail, UK Civil Aviation Authority & International returns are not covered by this service.

• International returns must be sent via your local postal service. We cannot be held responsible for goods lost in transit. For valuable items we recommend using a recorded delivery service.

• Unwanted items must be returned to us complete in their original packaging and accessories within 14 days from the date of dispatch.

• To arrange a claim for your missing items we have to allow a full 28 days from the date of dispatch for the delivery of the goods, then we will be able to arrange to refund or resend the items as required.

 

The only items that are not covered under this guarantee are used replaceable items that are subject to wear and tear. These include mixer crossfaders, line faders and styli (cartridge needles) which cannot be guaranteed.

How to return an item - 4 Easy Steps to follow

  • Step1 Get RMA Number

    Please call our returns department for RMA number.

     

    SURREAL (UK)  (Returns Department)
    UNIT D1 LONGFORD TRADING ESTATE
    THOMAS STREET
    MANCHESTER
    M32 0JT

    +44 (0)161 4140161

    8:30am - 5.00pm Mon-Fri

  • Step2 Pack Your Item

    Items will need to be returned with original packing, RMA number (printed on box) and accessories unless we have otherwise stated that there is an exception.

     

    Unwanted headphones and earphones may not be returned due to hygiene reasons. Software products may not be returned and hardware products with bundled software, where the software has been registered, may also not be returned.

     

    We aim to get items repaired as quickly as possible - subject to availability of parts in around a 3-5 day period. 

    If an item has been returned inside of 28 days we will try to offer you a replacement where possible, though this does depend on our stock availability. If you do not understand our returns procedure then please give us a ring on 0161-414-0161 and we will endeavour to help you as much as possible.

     

    Please pack your item/s sufficiently

     

    Please make sure you pack your item(s) extremely well.  If item(s) are damaged in transit due to it not been packed sufficiently then you will be liable for any damage caused. This could therefore void any warranty you might have with us.  Please see the picture below for ideas of how to correctly pack your goods.

     

    How To

  • Step3Label Your Parcel

    Put the RMA number label on your parcel.

  • Step4Ship It!