Version: 2025-02-13

PLEASE READ THESE TERMS OF SALE CAREFULLY BEFORE PLACING YOUR ORDER AND RETAIN A COPY OF THESE TERMS AND YOUR ORDER FOR FUTURE REFERENCE

Format of the Contract

The terms, “Destiny Entertainments”, “Destiny Entertainments Ltd”, “ElectroMarket”, “electromarket.co.uk”, “supplier”, “seller”, “retailer”, “us”, “we” or “our” and plurals of, refers to the registered business, Destiny Entertainments Ltd. The terms; “receiver”, “purchaser”, “customer”, “you”, “your” or “user” and plurals of, refers to the person who places an order, receives a delivery, uses our website or services or contacts us in the manner of purchasing goods.

This website is owned and maintained by Destiny Entertainments Ltd. You can contact us via phone, 0203 326 0900, or email, info@electromarket.co.uk.

Our registered company address is: Alders Farm, Ivy Lane, Great Brickhill, Milton Keynes, MK17 9AH, United Kingdom. PLEASE NOTE: No customer correspondence or returns will be accepted at this address. For such correspondence & returns, our head office address is: 

Central 8, Caspian Close, Stanford-le-Hope, Essex, SS17 9FN, United Kingdom.

Our company no. is: 06391244

Our GB VAT no. is: GB848337300

Our EORI no. is: GB848337300000

These terms of sale apply to all goods supplied by ElectroMarket the trading name of Destiny Entertainments Ltd.

No contract exists between you and us for the sale of any goods until we have received and accepted your order.

We may change these terms of sale without notice to you in relation to future sales (please check the website for an up-to-date version of our terms and conditions).

These terms of sale and the supply of the goods will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.

These terms and conditions do not affect your statutory rights.

Description and price of the goods

The description and price of the goods you order will be as shown on our website at the time you place your order.

The goods are subject to availability. If upon receipt of your order the goods you have ordered are not available in stock we will not accept your order. If after acceptance we discover within 14 days of our acceptance of your order that the goods are unavailable we may terminate the contract and refund or re-credit you for any sum that has been paid by you or return money to your credit card for the goods.

Every effort is made to ensure that prices shown on our website are accurate at the time you place your order. If an error is found within 14 days of accepting your order, we will inform you as soon as possible and offer you the option of re-confirming your order at the correct price, or cancelling your order. If we do not receive an order confirmation from you within 14 days of informing you of the error, the order will be cancelled automatically. If you cancel the order, or if the order is cancelled automatically due to the expiry of the 14 day period, we will refund or re-credit you for any sum that has been paid by you or debited from your credit card for the goods.

In addition to the price, you may be required to pay an additional delivery charge for the goods. For example, if the order is abnormally large and we have to use a specialist courier.

In the unlikely event that the goods are no longer available, the payment has not been received from the customer, or we have made a pricing mistake, we will advise you of this. If the goods are not available, we may supply you with substitute goods. They may be of similar or additional features and/or functions than you ordered.

Payment

Payment for the goods and delivery charges can be made by any method available on our website at the time you place your order. Payment shall be due before the order is shipped and payment shall be a fundamental term of this agreement, breach of which shall entitle us to terminate the contract immediately.

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options and payment for these options is to be made to Klarna:

• Pay later 30
• Pay in 3
• Slice It

Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

The order will not be shipped until cleared funds are received.

Payments shall be made by you without any deduction whatsoever unless you have a valid court order requiring an amount equal to such deduction to be paid by us to you.

On a case-by-case basis, we may allow you to place a deposit to reserve an order. This might be for, but not limited to, designing/manufacturing/sourcing/buyer bespoke or non-stocked products for a special order. Our standard deposit is 30% of your gross order value, however this is subject to change depending on the nature of the order.

 

Delivery

The goods you order will be delivered to the address you give when you place your order.

The goods must be delivered to the registered payment address unless authorisation is given by us at the point of checkout. You cannot collect from our retail store if you pay online.

Orders placed before 20:00 on a working day will normally be processed that day and will be delivered as per the requested delivery option provided no additional security checks are required and all stock items are available (a working day is Monday to Friday, excluding all bank or other public holidays).

If delivery cannot be made to your address for reasons under our control, we will inform you as soon as possible.

If you deliberately fail to take or refuse delivery of the goods (otherwise than by reason of circumstances under our control) then without prejudice to any other right or remedy available to us, we may:

• store the goods until actual delivery and charge you for reasonable costs (including insurance) of storage; or
• sell the goods at the best readily obtainable price and (after deducting all reasonable storage and selling expenses) account to you for any excess over the price you agreed to pay for the goods or charge you for any shortfall below the price you agreed to pay for the goods.

If you fail to take delivery because you have cancelled your contract, we shall refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods. On exercising your right to cancel you shall be required to return the goods to us. Should you fail to return the goods, we reserve the right to deduct and charge any direct costs incurred by us in retrieving the goods as a result of such failure.

Every effort will be made to deliver the goods as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, we will inform you as soon as possible.

All deliveries will be considered as received in good condition unless you specifically sign as “damaged”, “unchecked” or as such. Liability will not be accepted if delivery is not signed for under the correct received status.

Free Delivery on orders excludes:

• Total weight of orders that exceed 50kg
• Non-mainland UK addresses, including Highlands, Islands, Isle of Man/ROI/Channel Islands/Isle of Wight/Isle of Scilly or addresses with the following starting postcodes:
  AB, IV, KW, PA, PH, BT, HS, KA, ZE, PO

You can call us to confirm the charges of delivery. It may be possible to place an order through our system with the above criteria but we will contact you to inform you of the additional cost of delivery.

International deliveries (i.e. to any location appart from the UK (GB)), may incur VAT and import charges. These charges are imposed by the country of destination and are out of our control. You may also be charged an administration fee by the courier, which again, is out of our control. Note: should you wish to cancel and return your order, you can claim back your VAT/import charges from your relevant government, however the administration fee by the courier is non-refundable.

Risk/Title

The goods are at your risk as of the receipt of goods on delivery or collection.

Ownership of the goods shall not pass to you until we have received in full (in cash or cleared funds) all sums due to it in respect of:

the goods, and all other sums which are or which become due to us from you on any account.

We shall be entitled to recover payment for the goods even though ownership of any of the goods has not passed from us.

Title for Business Customers

If you are a business customer, until ownership of the goods has passed to you, you must:

Store the goods (at no cost to us) separately from all your other goods and goods of any third party in such a way that they remain readily identifiable as our property;

Not destroy, deface or obscure any identifying mark or packaging on or relating to the goods; maintain the goods in satisfactory condition and keep them insured on our behalf for their full price against all risks to the reasonable satisfaction of us. On request you shall produce the policy of insurance to us; and

Hold the proceeds of the insurance in trust for us and not mix them with any other money, nor pay the proceeds into an overdrawn bank account.

If you are a business customer your right to possession of the goods shall terminate immediately if:

You have a bankruptcy order made against you or make an arrangement or composition with your creditors, or otherwise take the benefit of any statutory provision for the time being in force for the relief of insolvent debtors, or (being a body corporate) convene a meeting of creditors (whether formal or informal), or enter into liquidation (whether voluntary or compulsory) except a solvent voluntary liquidation for the purpose only of reconstruction or amalgamation, or have a receiver and/or manager, administrator or administrative receiver appointed of its undertaking or any part thereof, or a resolution is passed or a petition presented to any court for your winding up or for the granting of an administration order in respect of you, or any proceedings are commenced relating to your insolvency or possible insolvency; or

you suffer or allow any execution, whether legal or equitable, to be levied on your property or obtained against you or you are unable to pay your debts within the meaning of Section 123 of the Insolvency Act 1986 or you cease to trade; or

you encumber or in any way charge any of the goods.

Your right of cancellation

You have the right to cancel the contract at any time up to 14 days after you receive the goods (see below). Please note that this policy has some limitations and does not apply to business customers.

To exercise your right of cancellation, you must give written notice to us by hand or post (recorded delivery) or email, supplying your Transaction Order Number. Notification by phone is not sufficient.

Except in the case of faulty or misdescribed goods, if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to us at your own cost. In the case of faulty or mis-described goods we shall, after receiving notification, either collect the goods from you or ask you to return the goods yourself and possibly refund you the reasonable postage costs. Please note that any translation with a shipping address outside of the UK (GB) you will be required to return the goods at your own expense.

Once you have notified us that you are cancelling the contract, we will refund or re-credit you within 30 days for any sum that has been paid by you.

Except in the case of faulty or misdescribed goods, if you do not return the goods as required, we may charge you a sum not exceeding the direct costs of recovering the goods.

You do not have the right to cancel the contract if the order is for computer software which has been unsealed, or for consumable goods which, by their nature, cannot be returned, or products that have been personalise specifically for the customer, save where a fault is discovered which could not have been discovered otherwise than by unsealing the goods.

In the event that you wish to cancel your order after paying a deposit (i.e. you have reserved an order but not paid the full amount for the order), your deposit is not refundable. This is to cover abnormal costs incurred by us, like (but not limited to) custom products, design work taken place, cancellation of 3rd party contracts (e.g. installers), storage costs, etc. In the event that our incurred costs are lower than the deposit taken, we may choose (at our discretion) to offer you a partial refund of your deposit.

We reserve the right to terminate the contract when cleared funds are not received. You will be notified of this if the payment has not been received.

We reserve the right to terminate the contract without reason.

Warranty

All goods supplied by us are warranted free from defects for 2 years from the date of supply (unless otherwise stated). This warranty does not affect your statutory rights as a consumer.

The warranty period for used items is 1 year unless otherwise stated.

This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party use otherwise than as recommended by us, failure to follow our instructions, goods used for hire/lease purposes or any alteration or repair carried out without our approval.

If the goods supplied to you are damaged on delivery, you should sign for the goods as damaged and notify us within 48 hours of delivery via the 'Contact Us' section of the website.

If the goods supplied to you develop a defect while under warranty or you have any other complaint about the goods, you should notify us in writing via the 'Contact Us' section of the website, as soon as possible, but in any event before the end of your warranty period.

Limitation of Liability

Subject to the clause below, if you are a consumer we shall not be liable to you for any loss or damage in circumstances where:

• there is no breach of a legal duty owed to you by us or by our employees or agents;
• such loss or damage is not a reasonably foreseeable result of any such breach;
• any increase in loss or damage resulting from breach by you of any term of this contract.

Clause: Nothing in these conditions excludes or limits the liability of us for death or personal injury caused by our negligence or fraudulent misrepresentation. If you are a business customer we shall not be liable to you for any indirect or consequential loss or damage (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses or other claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with this agreement.

Data Protection

We will take all reasonable precautions to keep the details of your order and payment secure but unless we are negligent, we will not be liable for unauthorised access to information supplied by you.

Your credit card details are only entered once you have been passed on to a Secure Order Processing page. We do not collect any card details from you directly.

We collect only the basic personal details required to process your order. We will not trade, resell, sell, or redistribute information that you provide to us, to any other companies, organisations or individuals.

Your information provided to us during the ordering process is protected by 128-bit industry-standard Secure Sockets Layer (SSL) technology to provide encryption of personal information such as your name and address. This server encrypts information while it is being transmitted across the Internet so that unauthorised people cannot read it.

For more information on how we handle your data, please see our Privacy Policy.

Images

Product images are for illustrative purposes only and may differ from the actual product. The item description should be correct.

All images that are used on Electromarket.co.uk or any of our affiliated websites or selling platforms are owned by us and may not be used, in part or in full, except by express permission in writing by us.

Returns

You can contact us any time email: cust.serv@electromarket.co.uk or phone 0203 326 0900

Our customer services department is open between 09:00 and 17:00, Monday to Friday (excluding bank/public holidays)

When you sign for an item, you should check the item for damage; if damaged, you must sign for the item as 'damaged'. If you are not able to check the item to see if it is damaged, you must sign for it as 'unchecked'. If you do not do the above, then we will not be able to process your return if the item is damaged.

We do not accept returns without returns numbers. Any return sent to us without a returns number maybe; refused upon delivery, destroyed or disposed of, without compensation to the customer.

Returns numbers must be visible from the outside of the item.

If you do not want the item (within 60 days from receiving delivery):

• You must return the item at your own expense
• We advise you to return goods via a tracked delivery service
• You must contact us for a returns number before returning the item
• The returns number must be written on a piece of paper and stuck to the side of the box
• The returns number (or another writing) must NOT be written on the box
• The product must be in a new condition and resellable as new, including all packaging, manuals, components and anything else that was delivered

Do not want the item (after 60 days from receiving delivery):

• We do not accept returns of items that you do not want after 60 days of receiving delivery.

If the item is found to be faulty (within 60 days of receiving delivery):

• You must test the item within 60 days of receiving delivery
• You must contact us for a returns number before returning the item
• The returns number must be written on a piece of paper and stuck to the external side of the box
• The returns number (or another writing) must NOT be written on the box or item
• We will send a returns label/courier to you so that you can return the item to us
• An item will be tested once it comes back to us
  We will repair/replace any item that has a manufacturer fault
• A refund is available (upon request) and will only be issued once the item is returned to us and been tested
• If you choose to return the item from your own expense, compensation for this expense is not available. We would also advise that you use a tracked/courier service to return the goods.
• Any item that has been misused will not be repaired, replaced or refunded and you must pay for the item to be returned back to you

Faulty Item (after 60 days, less than 2 year of receiving delivery):

• You must return the goods at your own expense to us
• We advise you to return goods via a tracked delivery service
• You must contact us for a returns number before returning the item
• The returns number must be written on a piece of paper and stuck to the external side of the box
• The returns number (or another writing) must NOT be written on the box or item
• An item will be tested once it comes back to us
• The manufacturer will either repair or replace the item
• Any item that has been misused will not be repaired or replaced and you must pay for the item to be returned back to you

We may choose to charge you a storage fee at a reasonable rate if the item has been misused.

If an item arrives at our building without a returns number, we will do everything we can to identify who returned the item. If it is not possible to identify, we will take a note of the details of the return and log these on our internal system. We will then store the items for up to 6 weeks from arriving at our warehouse. During this period, you will be charged storage at a rate of: ‘the value of the goods’ divided by 42, per day. If you do not contact us within 6 weeks, the value of the goods will be equivalent to the amount of storage cost that you have incurred and we will use the cost of the goods to pay your storage fee and therefore you owe us nothing, however, you also do not own the product any longer (as it has been used to recover the storage cost you have incurred). If you claim the goods before we recover the storage costs (i.e. within 6 weeks) we will waive the full storage costs and you will owe us nothing. Therefore it is imperative that you put the returns number with your return so we can identify it as yours.

Product Reviews

We reserve the right to moderate all product reviews. This includes, but is not limited to; the right to remove particular product reviews from our website, or amend reviews. This will usually be in the instance of someone using profane or untasteful language.

Professional Product Reviews

These reviews are by professionals in the industry. They could be from the; manufacturer, brand owner, distributor, or our own product specialists as all of these people have expert knowledge of the products and we want to pass that knowledge on to you. Professional Product Reviews will be published under clearly identifiable names. For the sole purpose of an example: "Danny, ElectroMarket Product Expert"

Exceptions

The following refers to any item or package that contains any form of amplifier and/or speaker:

If you would like to return speakers or amplifiers due to fault, damage or you do not want the item any longer (or any other circumstance), you must first get the item back to us. Once the item is back to us, they will be tested and diagnosed. If the speakers or amplifier are found to be 'blown' through misuse of the item, the item is not covered under warranty and you will not be entitled to a repair, replacement or refund. However, if the item is tested and found to be no fault/manufacturer fault, then the above process applies, and your cost of returning the item will be refunded if the item is faulty (up to a maximum of £20).

 

Destiny Entertainments Ltd Complaints Handling Policy

Our Complaints Policy

Destiny Entertainments Ltd is committed to providing a high-quality service to all our clients, customers, and stakeholders. If something goes wrong, we encourage you to inform us, as this helps us improve our standards and service.

We will investigate and respond to any complaints about our products or services.

If you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them.

If Black Horse FlexPay or Newpay are responsible for the product or service that you have complained about, then we will forward your complaint to them to investigate and respond. In accordance with FCA rules on complaint forwarding, we will write to you to confirm who will be dealing with your complaint and how you can contact them.

 

Considerations regarding this policy:

• Timings: References to ‘days’ in this policy refer to Monday–Friday, excluding public holidays.
• Scope: This procedure applies to customers, suppliers, and other stakeholders who have interacted with Destiny Entertainments Ltd.
• Record Keeping: All complaints will be handled with confidentiality and in accordance with GDPR requirements. We will maintain a written record of complaints for monitoring and improvement purposes.

 

What will happen next?

First Stage: Informal Resolution

We aim to resolve complaints quickly and informally. If you have a complaint, please contact us in writing via email at manager@electromarket.co.uk or by post to Destiny Entertainments Ltd, Central 8, Caspian Close, Stanford-le-Hope, Essex, SS17 9FN, United Kingdom.

• We will acknowledge receipt of your complaint within 3 working days
• We will investigate the matter by reviewing the details and speaking with relevant staff members.
• You will receive a written response within 7 working days of our receipt of the complaint, outlining the resolution or next steps.
• If the complaint is not resolved within this timeframe, you will be advised on how to escalate it.

 

Second Stage: Formal Review

If you are not satisfied with the response, you may escalate the complaint for a formal review. This will be handled by a senior representative of Destiny Entertainments Ltd, who will:

• Acknowledge receipt of the escalation within 3 working days.
• Arrange a meeting or phone consultation to discuss the complaint within 14 working days.
• Provide a written response within 21 working days of the initial escalation, outlining findings and proposed resolutions.

 

Final Stage: Independent Review

If the matter remains unresolved, you can request a review by an independent party within Destiny Entertainments Ltd, such as a director not previously involved in the complaint.

• A final decision will be provided in writing within 14 working days of the review request.
• If the complaint remains unresolved, you may seek external resolution through industry regulatory bodies or legal channels where appropriate.

Treating Customers (TCF) Fairly Policy

What is TCF The FCA regulates our industry by a combination of principles based, and rules-based regulation, with the aim of achieving fair outcomes for customers. The FCA’s 11 Principles for Business underpin their approach to regulation, with Principle 6 specifically requiring authorised firms to Treat their customers fairly; “A firm must pay due regard to the interests of its customers and treat them fairly”. 

As guidance to help firms interpret and implement Principle 6, the FCA expects the following 6 core outcomes (commonly referred to as “the 6 TCF Outcomes”): 

Outcome 1: Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly. 

Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances. 

Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect. 

Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint. 

Our commitment – consumer duty

The FCA has now developed its regulation to strengthen the drive for firms to achieve good outcomes for customers, with its new Consumer Duty.

 The Consumer Duty comprises of:

 - The Consumer Principle (Principle 12): Firms must act to deliver good outcomes for customers

- 3 cross-cutting rules:

• Act in good faith towards customers
• Avoid causing foreseeable harm
• Enable and support customers to pursue their financial objectives
• customer outcomes spanning:
• Products and services Classification: Limited
• Price and value of Customer understanding
• Customer support

We are therefore committed to the fair treatment of our customers, whether we are introducing them to finance options, or they are simply buying our goods or services. We consider the needs of our customers across all our business, from developing and buying new products, through marketing and sales practices, to the third parties we partner with and post-sale support.

Implementing TCF and delivering good outcomes for customers

As above, we consider the needs of our customers and the outcomes we want to achieve for our customers in all parts of our business. The following summarises our approach in key areas of our business.

- Marketing In marketing our products and services, we will ensure we are clear and transparent about everything our customers need to know. We will never deliberately attempt to mislead our customers or omit key information about our products and services.

When designing our websites, we will consider the decisions customers will need to make and ensure we present them with all the relevant information they need to make an informed decision.

If promoting finance or credit broking services, we will always use marketing materials approved by our lender Black Horse FlexPay.

- Sales

We do not and will not adopt high-pressure sales techniques or seek to mislead our customers when selling our products and services to them.

Whether selling in-store, over the phone, by email or in the customer’s home, we will always provide customers with clear information and direct them to further information where necessary, such as our cancellation and returns policies.

Where we introduce our customers to finance, we will allow customers the time they need to read and understand the documents presented to them throughout the application process and will never apply pressure or rush customers through the process.

Where customers have questions about their finance application, or the finance products available, we will provide the relevant contact information to enable the customer to speak with either Black Horse FlexPay or NewPay to ensure they receive accurate information. 

Post-sale customer support

We want to ensure our customers enjoy our products and services, and that they meet the standards that customers were led to expect.

If customers need support after their purchase, we have a number of key policies, which we make available to customers. These include: 

- Cancellation policy 

- Faulty goods policy 

- Returns/refund policy

- Complaints policy

Where customers raise issues with us about their products or service, we will do all we reasonably can to help them resolve the issue.

In cases where the customer has taken out finance to spread the cost of their purchase, we will be open and transparent with the lender about issues which may affect their relationship with the customer, to help them ensure they continue to treat the customer fairly too.

- Training

Our staff will undergo training both at commencement of employment and on an ongoing basis to give them the knowledge and understanding necessary to deliver a high standard of service to our customers and to meet the requirements of this policy.

- Complaints handling

Whilst we aim for all of our customers to be satisfied with our service, there will unfortunately be instances where a customer feels cause to complain. We will make it easy for customers to complain, either verbally or in writing, and we will take all complaints seriously.

All complaints will be investigated and responded to promptly. Equally, if a complaint is raised with Black Horse FlexPay or NewPay and they require information from us to support their investigations, we will promptly provide the necessary information relevant to the complaint. 

- Remuneration

We acknowledge that cash and non-cash incentives have the potential to give rise to irresponsible and unfair sales practices, which could cause harm to our customers and pose risks for Black Horse FlexPay or NewPay. 

In developing and reviewing our remuneration frameworks, we will ensure that no member of staff is directly or indirectly incentivised to increase sales of finance.

- Customer feedback

;As with complaint handling, we take customer feedback seriously and will consider all feedback provided by our customers, both positive and constructive.

 We rely on customer feedback and reviews to help build our reputation and so it is in our best interests to ensure our customers have reasons to leave us excellent reviews and to tell their family, friends and colleagues about their positive experience with us. 

- Responsibility

All staff are responsible for treating their customers fairly and will be expected to attend/complete all training required by the company. 

The Directors of the Company are responsible to ensure that this policy is implemented and adhered to by all staff and will keep this policy under review from time to time.

Line managers are responsible for monitoring the conduct of their team members and are expected to follow the company’s disciplinary procedure in any event where a team member is found to have failed to comply with this policy.

Destiny Entertainments Ltd values feedback and takes all complaints seriously. We strive to resolve issues fairly, transparently, and promptly.