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7 Year Extended Guarantee Terms and Conditions

Date Created: 19/5/2022



“SYEG” means this Seven Year Extended Guarantee

“Company” means Exceptional AV, a trading division of Now Group UK Ltd.

“Product” means the item purchased from the company which is clearly marked as being included in the SYEG on the item sales receipt.

“you”, “your” means the original named purchaser of the Product from the Company.

“Cash Settlement” means a voucher or credit note provided to You which can be spent with the Company.

“Date of Purchase” means the date on the sales receipt or invoice from the Company.

“Manufacturer” means the organisation who manufactured the Product.

IMPORTANT: Products must be registered with the Manufacturer within 30 days of the Date of Purchase for the SYEG to become valid. Proof of registration must be made in the event of a claim.

If this SYEG is purchased alongside a Product at the time of sale the following prices apply:

Sales Price of Product         Cost of SYEG

£0-50                                     £50

£500-1000                            £50

£1000-2000                          £100

£2000-3000                          £200

£3000-4000                          £300

£4000-6000                          £400

£6000-10000                       £600


If the SYEG was included as a free gift with the Product at the time of purchase you will not be charged the above fees.

The Company’s liability for this SYEG comes into effect after the expiry of the manufacturer’s warranty with the seven year period counting down from the Date of Purchase from the Company. Most manufacturer warranties will be between 2 and 5 years from Date of Purchase. Some manufacturers offer complimentary extended warranty periods by registering your Product with them. Failure to register for the manufacturer’s extended guarantee (if available) or register your Product with the Manufacturer within 30 days of the Date of Purchase will invalidate this SYEG. Information on how to register will be found within your Product packaging, on your receipt or on the Manufacturer’s website.

The SYEG is for private purchases only and does not cover commercial purchases.

If this SYEG was included with your purchase from the Company, the Company will extend your guarantee to 7 years in total from the Date of Purchase. For example, if the manufacturer’s warranty was 5 years, this SYEG will cover the sixth and seventh year after purchase. This warranty cannot be claimed against if the manufacturer’s warranty is in place for the Product. The SYEG is governed by these terms and conditions.

Please note: This extended guarantee does not apply to surround speakers and active speakers. This guarantee is only valid with the original receipt showing the Guarantee with the Product and (where applicable) your manufacturer registered guarantee details. This does not affect your statutory rights. In the event you need to make a claim you will need to produce proof of your manufacturer registration and the Company’s invoice or receipt of purchase.

In the event of a failure of the Product covered please follow these procedures:-

1. Be sure you have checked your Product fully by referring to the manufacturer's instruction booklet. Follow the instructions carefully to ensure the fault cannot be corrected by yourself. Failure to operate can often be due to simple circumstances such as the Product not being switched on at the mains, being unplugged or a fuse blown in the plug. Also check that batteries (where appropriate) do not need replacing.

2. Contact ourselves, who will advise you of the returns procedure. Subject to the conditions and exceptions of cover, your repair will be carried out free of charge but the cost of returning the Product to the Company will be your responsibility.

The Company agrees, subject to the following conditions, restrictions and exceptions, to extend the guarantee for the Product(s) for the benefit of the named bearer within the duration of 7 Years from the Date of Purchase, which is valid in the UK only, the bearer will not be charged for repairs to, or replacement of, the extended guaranteed Product(s) in the event of electrical or mechanical failure.

The Company's liability is limited to the lower of the following:

a)       the original purchase price of the Product;

b)       its Current Value (Current Value means the cost of replacement of the Product immediately prior to the time of failure with an item of similar age, usage, specification and condition);

c)       Replacement of the Product with a significantly similar alternative of similar age, usage, specification and condition.

d)       Estimated Value calculated using the Usage Scale in these terms and conditions.

Any Cash Settlements will be given in the form of a voucher or credit note which can be used with the Company for a future purchase.

Usage Scale

Time from Date of Purchase

Cash Settlement

1st year (day 1 to 365)

Purchase Price

2nd year (day 365 to 730)

Purchase price less 30%

3rd year (day 731 to 1,095)

Purchase price less 70%

4th year (day 1,096 to 1,460)

Purchase price less 80%

5th year (day 1,461 to 1,825)

Purchase price less 90%

6th year (day 1,826 to 2,190)

Purchase price less 90%

7th year (day 2,191 to 2,555)

Purchase price less 90%



1. All benefits under the agreement will cease if:

a) A fraudulent claim is made.

b) The Product covered is at any time used for the purposes other than exclusively private and domestic. Commercial, professional or semi-professional use and use on commercial premises is specifically excluded. If the purchase is made in the name of a company, partnership or sole trader this SYEG will not apply to the Product(s).

c) A Cash Settlement in lieu of repairs is made, or a faulty unit is exchanged or part-exchanged for a different model.

d) If the manufacturer has refused to process a claim under their warranty due to a breach of the terms of their warranty.

e) Exceptional AV changes ownership, ceases trading, closes the website www.exceptional-av.co.uk or is dissolved, but Now Group UK Ltd continues as a going concern.

f) Now Group UK Ltd enters administration, changes ownership or ceases to trade.

2. If the Company or its authorised repairer consider the Product covered to be beyond economic repair, the Company may at its option replace the Product or pay to the named person an agreed sum in lieu thereof. The cost of replacing a part destroyed or damaged or no longer available shall not exceed the manufacturer's last published price of the part.

3. If the Company accepts there is a claim under this agreement, but there is a disagreement in respect of the amount to be paid then the matter will be referred to an Arbitrator appointed in accordance with current statutory provisions. The Arbitrator must make an award before there is any right of action against the Company.

4. Following settlement of a total loss claim, the agreement expires.

5. The SYEG applies in the UK only and excludes Northern Ireland.

6. The SYEG only applies to Product(s) specifically indicated in the sales Invoice from the Company to the Customer. If it is unclear which items are covered by the SYEG then points 7 to 12 below will prevail.  

7. Passive (non-powered) stand mount, floor standing and custom installation speakers are included in this warranty.

8. Active and powered speakers (e.g. subwoofers, powered stereo or surround speakers, portable audio and SMART, connected or Bluetooth speakers) are excluded.

9. Where the SYEG is applied to a speaker package or speaker and electronic items (for example amplifier, midi system, cd player, av receiver etc) package the sub-woofer and electronic items are excluded.

10. Soundbars are excluded from the SYEG.

11. The SYEG expires 2555 days from the Date of Purchase. For example, the SYEG would expire on 30th December 2026 for a qualifying Product purchased on 1st January 2020.

12. You fail to register the Product with the manufacturer within the first 30 days after the Date of Purchase or cannot provide a valid proof of registration from the manufacturer in the process of making a claim against the SYEG.

13. The Product is not returned to the Company within 14 days of the fault being reported to the Company.



This agreement does not cover

1. Failures arising from or due to:

a) Failure to comply with the manufacturer’s instructions for use, whether by the named or any other person.

b) The use of accessories which have not been approved by the manufacturer.

c) The application of an incorrect or abnormal electrical supply or signal lead connection, defects in external wiring or in the electrical connection not forming part of the Product covered.

d) Negligent or wilful abuse or misuse of the Product covered.

e) Fire, flood, lightning, theft, explosion, or other causes external to the Product covered.

f) Scratching or denting or from the direct application of a tool.

g) Accidental damage.

2. Costs for which the manufacturer, supplier or any other person may be held responsible under the terms of any existing guarantee or warranty.

3. The costs of:

a) Repairs to exterior paintwork/finishes, external fuses or wires, aerials (other than those which are an internal part of the equipment), bulbs, cosmetic items i.e. knobs, loss or damage to trim etc.

b) Delivery or collection of Product(s) taken to a store for repair.

c) Repairs to components subject to wear and tear, e.g. styli/batteries.

d) Repairs to loudspeaker drive units when, in the opinion of the manufacturers, such damage has been caused by overdriving and/or clipping distortion.

4. Repairs carried out by anyone other than the Company or its authorised repairers.

5. Loss of use of the Product covered or consequential loss of any nature.

6. Costs incurred in respect of the removal or reinstallation of equipment.

7. Loss of damage occasioned by happening through or in consequence of war, invasion, act of foreign enemy hostilities (whether war be declared or not) civil war, rebellion, revolution or civil commotion.

8. Destruction or damage to or loss of any property whatsoever or any loss or expense whatsoever resulting or arising there from or any consequential loss directly or indirectly caused by or contributed to by or arising from:

a) Ionising radiation, or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel.

b) Any radioactivity, toxic or explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof.

c) Biological and chemical attack.

d) Electromagnetic or magnetic fields.

9. Damage caused by the equipment to tapes, discs, hard drives or any other type of software or data storage device.

10. Loss, destruction or damage directly occasioned by pressure waves caused by aircraft and other aerial devices travelling at supersonic speeds.

11. Plasma screens, LCD monitors, televisions, projectors, tablet PCs and portables.

12. Individual applications or features on SMART Products, and their continued operation are not covered by our SYEG as manufacturer's of the Product or provider's of the 'apps' reserve the right to update, modify or remove support entirely.

This agreement does not affect your statutory rights.

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Up to 90 Day Returns!

Returns are easy and flexible. We will accept returned goods up to 90 days from purchase with the following restrictions as summarised below. For more details please read our Terms & Conditions of Sale, a link is shown at the bottom of the home page.

Changing your Mind
It's OK to change your mind but please be aware that all goods must be returned in as new, unused and re-saleable condition. This means that all packaging must be intact, all accessories are complete in their original wrappers and any free items are also returned with the goods. Essentially the product must be returned in the same condition as you would expect to receive a new unit in. In all cases the cost of returning the goods will be the customer's responsibility. All faulty items must be returned complete and will be repaired under the manufacturer's warranty.


How we Handle Returns
Depending on how long you have had the goods there are different options availble to you. In the case of faulty items, if the item fails due to a manufacturing fault between 1 and 28 days from delivery we will exchange it for a brand new one of the same model. Any items which are found faulty after 28 days from delivery will be repaired under the manufacturers warranty. For returns where you have changed your mind, please find our policy below:


This is were you return your item and we will exchange it for another item of equal or higher value. If the item you wish to change to is of higher value you only pay the difference. If the item is of a lower value we will issue you with a credit note for the difference which you can spend with us at a later date.

Credit Note
This is where you return your item and we issue you with a credit note which you can use against another purchase with us.

This is where you return your item and we issue a refund back to the same method you paid with. e.g. the same credit card. This is not available after 14 days, only exchange or credit note is available after 14 days.

25% Restocking Fee
If your item is returned to us between 29 and 90 days from delivery we will charge a restocking fee of 25% of the price you paid for the item initially. This will be deducted from the value of the exchange or credit note which is issued to you. This is because  technology in the AV marketplace moves fast, and as a result the value of items decrease very quickly.

Please note we do not accept returns after 90 days, except for repairs under warranty.

To complete your order please call us
free on 0800 634 4484

9.00am to 5.30pm Mon-Fri

Thank you!