Terms & Conditions

5.1 Structure of a Trade-In

A Trade-In (or part-exchange) is structured as two separate but related contracts:

• Sale to Sound Saver: you sell your equipment to Sound Saver (see Section 6); and
• Purchase from Sound Saver: you purchase equipment from Sound Saver (see Section 7).

Each contract is legally independent, even where they are processed together as part of a single transaction.

5.2 Set-Off and Settlement

When we accept your Trade-In, we purchase your items for an agreed cash price. That cash price may be paid to your selected payout method, credited to your Sound Saver account balance, or set off against the amount payable on your order.

Where a Trade-In is processed at the same time as a purchase from Sound Saver, the agreed Trade-In cash price is automatically applied as a set-off against the amount payable on your order:

• if the purchase price exceeds the Trade-In amount, you pay the difference using your chosen payment method; and
• if the Trade-In amount exceeds the purchase price, we pay or credit the difference to you in accordance with your payout settings.

6.1 General Conditions

1.You must be the legal owner and entitled to sell the equipment.

2.Equipment must not be stolen, subject to finance, counterfeit, unlawfully imported, or otherwise unlawful to sell.

3.You must make sure that the information you give us about the equipment is accurate, including the brand, model, condition, accessories, faults, and any modifications.

4.We may ask for reasonable evidence of your identity, address, ownership, purchase history, import status, or authority to sell.

5.If we reasonably suspect that equipment is stolen, counterfeit, subject to finance, unlawfully imported, or otherwise unlawful, we may reject the transaction, withhold return where legally required, and contact the police or another relevant authority.

6.A binding contract is formed only after inspection and acceptance of a final quotation, including acceptance under the stale-response rules in Section 6.2 where those rules apply.

6.2 Quotes and Inspection

1.Pre-inspection quotes are estimates only.

2.Quotes may be adjusted where equipment differs materially from the description provided.

3.Adjustments are based solely on material differences in condition, functionality, or completeness.

4.After inspection, we will send you a final offer and give you at least 21 days to respond. We may send reminders during this period.

5.If the final offer is the same as or higher than your pre-inspection quote, and you have engaged with your Sound Saver account, we may treat the final offer as accepted if you do not respond within 21 days, provided we clearly tell you this in the final-offer message. Your sale proceeds will then be credited to your Sound Saver account in accordance with Section 6.7.

6.For this purpose, you have engaged with your Sound Saver account if you have logged in, completed account setup, added payout details, or otherwise used the account in connection with your quote.

7.If the final offer is lower than your pre-inspection quote, silence will never be treated as acceptance. We will need your express approval before buying the equipment. If you do not respond within 21 days, we may return the equipment to you at our cost.

8.If you have not engaged with your Sound Saver account, silence will not be treated as acceptance. If you do not accept the final offer or provide payout instructions within 21 days, we may return the equipment to you at our cost.

6.3 Hygiene and Preparation

Equipment is assessed in the condition in which it is received. Where additional cleaning or preparation is required to meet Sound Saver's hygiene and resale standards, this may be reflected in the valuation offered. As part of inspection, testing, cleaning, photography, security, or resale preparation, we may remove stickers, labels, tape, addresses, personal markings, protective films, screen protectors, soiled or unsuitable packaging, dirt, residue, or damaged consumable items. We may also open wrapped or packaged items where this is reasonably needed for inspection or testing. If a sale is not completed and the equipment is returned to you, these reasonable inspection or preparation steps may not be reversed.

Earphones, In-Ear Products, and Headphones

Items should be free from excessive earwax, residue, or debris. Original consumable accessories (ear tips, ear pads) form part of the original accessories. Where original consumables are heavily worn, damaged, or unsuitable for hygienic preparation, valuation may be reduced to reflect additional preparation required.

Other Equipment

For amplifiers, DACs, streamers, disc players, and similar equipment, excessive dust, residue, or contamination may affect valuation.

6.4 Packaging and Accessories

The presence, absence, and condition of original packaging, documentation, and accessories are assessed separately from cosmetic condition. Missing, damaged, unsafe, or unsuitable packaging or accessories may reduce valuation, including where additional time or resources are required to source replacements or prepare items for resale.

Original accessories supplied with the item should be included in your quote information where relevant. Additional non-original accessories should be listed separately if you want us to value them separately.

If you send accessories or other items that are not listed in your quote or otherwise agreed with us, we may treat them as included at no additional value, return them at your cost, or dispose of or recycle them where they are unsafe, unsuitable, low value, or not reasonably saleable.

If you forget to include an accessory, we may reduce the final offer. If you later send the missing accessory separately, we are not obliged to process it and you may be responsible for any extra shipping or handling costs.

6.5 Shipping and Risk

Risk remains with the seller until receipt by Sound Saver. Seller-arranged shipping is at the seller's risk. Customers arranging their own shipping should use a reputable, insured, tracked service and keep proof of postage. This applies whether shipping is arranged by you or via a label we provide, unless we explicitly agree otherwise in writing.

You must package equipment carefully for normal handling in transit and use any collection or drop-off labels we provide exactly as instructed. Missing, incorrect, or unclear labels may delay processing or lead to a parcel being rejected.

If more than one box or parcel is needed, you must tell us before collection or drop-off is arranged. You should obtain and keep proof of collection or proof of drop-off from the courier or drop-off point. Handwritten notes or informal confirmations may not be enough to prove that a parcel was collected or received into the courier network.

If a collection fails because of incorrect details, absence at the collection address, unsuitable packaging, or another reason within your control, we may charge a reasonable fee for rearranging collection or return.

If a parcel sent to us using our approved courier is lost or damaged in transit, you must tell us promptly and provide any reasonable information we request, such as proof of collection or drop-off, proof of identity and address, proof of ownership, photographs, and details of the item and packaging. Any investigation may take time once we have the information needed.

Any compensation for loss or damage in transit will be limited to the relevant quoted or agreed value of the equipment, unless applicable law requires otherwise. Additional items not included in the quote are sent at your own risk.

We may refuse to accept parcels that do not have a valid quote, valid label, or agreed transaction reference, or that contain items we have not agreed to receive.

6.6 Abandonment

Section 6.2 explains what happens if you do not respond to a final offer after inspection. If equipment cannot be returned because your contact or delivery details are incomplete, incorrect, or no longer valid, or because you do not respond to reasonable attempts to arrange return, Sound Saver may treat the equipment as abandoned after 90 days and reasonable notice.

Reasonable notice may include sending a final notice by email and, where available, via your account notifications, specifying a final response deadline. If equipment is treated as abandoned, Sound Saver may arrange return at your cost, store the equipment at your cost, or dispose of the equipment in a reasonable manner.

6.7 Payment, Account Balances, and Ownership

When we buy equipment from you, sale proceeds may be:

• paid to your nominated bank account, PayPal account, or other payout method we support;
• credited to your Sound Saver account balance until you choose a payout method or use the balance with us; or
• set off against a purchase from Sound Saver.

A Sound Saver account balance is a record of sale proceeds we owe you. It can only come from selling equipment to Sound Saver. You cannot top up a Sound Saver account balance, transfer it to another customer, or use it with any third party. It can only be paid out to you or used towards purchases from Sound Saver. Account balances do not earn interest and are not intended to be used as a savings account.

Ownership transfers to Sound Saver when a final offer is accepted and the agreed sale price is paid, credited to your Sound Saver account balance, or set off against an order.

6.8 Personal Data, Storage Media, and Extra Items

Before sending equipment to us, you should remove all personal data, account logins, passwords, PINs, memory cards, SIM cards, storage devices, and any other items that are not part of the agreed quote.

We are not responsible for personal, confidential, private, or other information left on equipment sent to us, whether sent knowingly or by mistake. Storage media, memory cards, SIM cards, and other extra items that are not part of the agreed quote may be securely erased, recycled, disposed of, returned at your cost, or otherwise handled in a reasonable way. This does not limit our duties under data protection law where they apply.

7.1 Product Listings and Unique Stock

All equipment sold by Sound Saver is used unless expressly stated otherwise. Each item offered for sale is a unique, individual item, photographed and described individually. Once sold, it cannot be replaced with an identical item.

Product listings include:

• photographs of the actual item;
• cosmetic condition grade;
• functional notes;
• included packaging and accessories; and
• any known faults or characteristics.

These elements together form the description of the goods for the purposes of the Consumer Rights Act 2015. Only packaging and accessories expressly listed as included form part of the sale. Items not shown or listed should be assumed not included.

7.2 Availability and Reservations

Placing an item in a basket or wishlist does not reserve it. Items remain available to other customers until payment has been successfully completed and an order confirmation issued.

7.3 Placing an Order

By placing an order, you make an offer to purchase the selected item. You can check and correct your order details before submitting your order. Once an order is submitted, you may not be able to make changes yourself.

A binding contract is formed only when:

• payment has been successfully authorised; and
• Sound Saver issues an order confirmation.

By providing payment details, you confirm that you are authorised to use the selected payment method. We, our payment providers, or other authorised service providers may carry out fraud, identity, payment, security, or delivery checks and may ask for reasonable information to complete those checks. Sound Saver reserves the right to decline or cancel any order prior to dispatch.

7.4 Pricing, VAT, and Margin Scheme

All prices are shown in GBP unless stated otherwise. Most items are used and are sold under the UK second-hand margin scheme, in which case VAT is not separately itemised on the invoice. Some items, such as new or ex-demonstration stock, may be sold on standard VAT terms. The VAT treatment that applies to any individual item is shown on the relevant product listing and/or invoice. Prices and availability may change prior to order confirmation.

7.5 Errors, Unavailability, and Cancellations

Sound Saver may cancel an order prior to dispatch where:

• a pricing or listing error has occurred;
• payment authorisation fails;
• the item becomes unavailable due to loss, damage, or prior sale; or
• there is reasonable suspicion of fraud or misuse of the Platform.

Where an order is cancelled prior to dispatch, any payment received will be refunded in full.

7.6 Dispatch, Delivery, and Risk

Delivery times are estimates only. Ownership of the item transfers to the customer once the item has been dispatched; however, risk of loss or damage remains with Sound Saver until delivery into the customer's physical possession, in accordance with section 29 of the Consumer Rights Act 2015.

Where you ask the courier to deliver to a safe place, leave with a neighbour, redirect to another location, or follow other delivery instructions, delivery may be treated as complete when the courier follows those instructions, to the extent permitted by law.

If delivery cannot be completed because of incorrect details, failed delivery attempts, refusal to accept delivery, or another reason within your control, the item may be returned to us. We may cancel and refund the order or ask you to pay reasonable costs for redelivery, unless the law requires otherwise.

If a parcel is marked as delivered but you have not received it, or if it arrives damaged, you must tell us as soon as reasonably possible so that we can investigate with the courier. We may ask for reasonable evidence, such as photographs, tracking information, proof of identity, proof of address, or a non-receipt statement.

7.7 Delivery Details and Address Changes

Orders are dispatched only to the delivery address provided at checkout. Requests to change delivery details after an order has been placed may be refused for security and fraud-prevention reasons. Sound Saver is not responsible for loss or delay arising from incorrect or incomplete delivery information provided by the customer.

7.8 Compatibility and Intended Use

Customers are responsible for ensuring compatibility with their existing equipment, systems, software, and accessories. Sound Saver is not responsible for incompatibility with third-party equipment, formats, or standards unless compatibility has been expressly stated in the product description. Equipment is sold for personal consumer use unless expressly stated otherwise. Sound Saver does not warrant suitability for professional, commercial, studio, broadcast, or mission-critical applications.

7.9 International Orders

For deliveries outside the United Kingdom, customers are responsible for all import duties, taxes, customs charges, and compliance with local laws. By placing an international order, customers acknowledge that return and cancellation rights may differ from those applicable to UK consumers, as set out in Section 8.

Sound Saver is not responsible for delays, seizures, or additional charges arising from customs processes. For international orders, any shipping charges shown at checkout include packing and handling. Where you report a fault, damage, or misdescription, we may request reasonable evidence and troubleshooting steps in accordance with Section 8.4 before agreeing any return, particularly for international orders.

7.10 Returns, Warranty, and Consumer Rights

Consumers have statutory rights. Returns, refunds, and fault remedies are set out in Section 8 and do not affect statutory rights. Details of any applicable Sound Saver warranty are set out in our Warranty Policy.

7.11 No Investment or Appreciation

Equipment is sold as used consumer goods. Sound Saver makes no representation or warranty regarding future value, collectability, appreciation, or suitability as an investment.

8.1 UK Consumer Cancellation (Change of Mind)

Where the Consumer Contracts Regulations apply, UK consumers may cancel their purchase within 14 days of delivery without giving a reason. Customers must notify Sound Saver within the 14-day period. After notifying us, you must return the item within 14 days unless we agree otherwise.

Returned items must be:

• in the same condition as supplied, except for handling reasonably needed to inspect the item;
• complete with all accessories supplied; and
• returned using any return instructions or return authorisation we provide.

You have a legal obligation to take reasonable care of the item while it is in your possession. Where permitted by law, we may make a reasonable deduction from the refund if the item has been handled, used, damaged, or altered beyond what is necessary to inspect it.

Refunds will be issued within 14 days of receipt of the returned goods or, where permitted by law, within 14 days of evidence of return being provided. Your refund will include the standard outbound delivery charge you originally paid. Where you chose a delivery option more expensive than our standard delivery, we will refund the outbound delivery cost only up to the amount of our standard delivery charge.

Unless otherwise required by law, customers are responsible for return shipping costs and should use a tracked and insured service appropriate to the item value.

8.2 International Orders – Change of Mind

For orders delivered outside the United Kingdom, Sound Saver does not accept returns for change of mind, except where required by applicable law. By placing an international order, you acknowledge and accept that cancellation rights may differ from those applicable to UK consumers.

8.3 Faulty or Misdescribed Goods

Consumers have statutory rights under the Consumer Rights Act 2015 in respect of faulty or misdescribed goods. Any voluntary warranty offered by Sound Saver is in addition to, and does not affect, your statutory rights and is described in our Warranty Policy.

8.4 Evidence and Troubleshooting (All Orders)

To assess a reported fault, damage, or misdescription and to determine the most appropriate remedy, we may request reasonable evidence (such as photographs and/or video) and may ask you to complete basic troubleshooting steps. This is particularly important for international orders, where return shipping is costly and remedies may be available without a return.

If you are unable to provide the requested evidence, please tell us. We will not refuse a remedy solely because a particular form of evidence cannot be provided, but we may propose alternative steps to investigate and resolve the issue.

8.5 International Orders – Fault Resolution

For international orders, Sound Saver will first seek to resolve faults without requiring an overseas return, where reasonably possible. This may involve requesting evidence under Section 8.4, providing technical guidance, supplying replacement parts, offering a partial refund, or another appropriate remedy. Resolution timelines may vary depending on the nature of the issue, location, and availability of parts or services.

8.6 International Returns for Faults

Where a physical return is required, it must be agreed in writing in advance and returned using the method we specify. Where the goods are confirmed to be faulty or misdescribed, we will cover the reasonable cost of return shipping (or provide a prepaid return method where available).

Where inspection shows the goods are not faulty or the fault is due to misuse, accidental damage, unauthorised repair, or failure to follow provided instructions, we may refuse a fault remedy and/or require the customer to cover return shipping costs.

8.7 Returns involving Trade-In or Part-Exchange Transactions

Where you return an item purchased from Sound Saver as part of a Trade-In or part-exchange transaction, your return rights apply to the item you purchased from us. Your original Trade-In item is purchased by Sound Saver under a separate sale contract for an agreed cash price. Once that Trade-In has been accepted and settled, ownership of the Trade-In item transfers to Sound Saver, and the item may be inspected, cleaned, repaired, listed for sale, sold, or otherwise processed.

For this reason, we cannot guarantee that your original Trade-In item will still be available if you later return the item you purchased from us. Where the original Trade-In item is still available, we may, at our discretion, agree to reverse the Trade-In element by returning the original item to you. Where the original Trade-In item is no longer available, or where we do not agree to reverse the Trade-In element, we will instead refund the agreed Trade-In cash price, together with any additional cash amount you paid, where a refund is due.

Nothing in this section affects your statutory rights.

8.8 Statutory Rights

Nothing in these Terms limits or excludes consumer rights that cannot lawfully be excluded.