This page, together with our Privacy Notice, tells you the general terms and conditions (the "terms") on which we sell products to you. If you reside in the USA, these terms do not apply to the sale of products to you, and you should refer to the terms available here. We are Focusrite Audio Engineering Limited, a company registered in England and Wales under company number 2357989 and our registered office is Artisan, Hillbottom Road, High Wycombe, HP12 4HJ, United Kingdom. Our VAT number is 527223561. We operate the websites focusrite.com and novationmusic.com. The Novation brand is a brand of the Focusrite group and any reference to Focusrite within these terms and conditions shall be construed so as to include Novation.
We amend these terms from time to time, so every time you wish to order products, please check the terms that will apply. These terms were most recently updated on 30 May 2023.
Where to find information about us and our products
You can find everything you need to know about us and our products on our website or from our sales staff before you order.
We also confirm the key information to you after you order by email.
When you buy from us you are agreeing that:
- We only accept orders when we've checked them;
- Sometimes we reject orders;
- We charge you when you place your order;
- Our pricing policy applies;
- Our delivery policy applies;
- We're not responsible for delays and failures outside our reasonable control;
- Products can vary slightly from their pictures. We may charge you if you don't give us information we need. You have a legal right to change your mind;
- You can end an on-going contract (find out how);
- You have rights if there is something wrong with your product;
- We can change products or suspend supply;
- We can withdraw products;
- We can end our contract with you;
- We don't compensate you for all losses caused by us or our products;
- We use your personal data as set out in our Privacy Notice;
- You have several options for resolving disputes with us;
- Other important terms apply to our contract.
We only accept orders when we've checked them
We contact you to confirm we've received your order, and we accept it when we dispatch the product and confirm that dispatch to you. All orders submitted by you are subject to that acceptance by us.
Sometimes we reject orders
Sometimes we reject orders in our discretion without liability to you, unless not permitted under applicable law, for example, because a product is out of stock, we are unable to obtain authorisation of payment, because a credit reference we have obtained is unsatisfactory, because you are located outside our delivery areas, as stated on our website, or because the product was mispriced or incorrectly described by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when you place your order
This happens at the checkout but does not necessarily mean we have accepted your order. We still need to check the order before we accept it, and if we reject it we shall return any money you have already paid.
Our pricing policy
The prices of the products will be as quoted on our site at the time you submit your order. The price includes VAT or other sales tax payable (unless otherwise specified). If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
The price of a product does not include delivery charges. Our delivery charges are as advised to you during the checkout process before you confirm your order. We accept payment in the currency specified for the country of your selected shipping destination.
It is possible, despite our efforts, that some products on our website may be incorrectly priced. Upon dispatching products, if the correct price is less than the price on the website, we will charge the lower unless the error is obvious and unmistakeable. If the correct price is more than the price on the website, we will contact you to give you the option to purchase at the correct price or to cancel your order. We will treat the order as cancelled if we are unable to contact you.
We will contact you with order tracking information which can be used to ascertain an estimated delivery date on our courier partner websites. If no one is available to take delivery, we will leave a note that the products have been returned to us and to contact us to rearrange delivery.
Delivery shall be completed when we deliver the products to the address you gave us or when you or your carrier collect them from us, and the products will be your responsibility from then. We cannot be held responsible if that delivery address is incorrect or incomplete and changes to the shipping address are not permitted once your order has been placed. You own the products once we have received payment in full, including all applicable delivery charges. You must comply with all applicable laws and regulations of the country for which the products are destined.
Occasionally delivery may be affected by an event outside our reasonable control as explained below.
Delays and failures outside our reasonable control
We will not be responsible for any delay or failure to perform any of our obligations under a contract that is caused by an event outside of our reasonable control. If our supply of your product is delayed by an event outside our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport, we will contact you and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: email@example.com to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we incur.
Products can vary slightly from their pictures
A product's colour may not exactly match that shown on your device or its packaging may be slightly different. Images of our products on our website are for illustrative purposes only.
We may charge you if you don't give us information we need
We may charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery, or to provide services, as agreed with us. For example, we might need to re-deliver on another vehicle, with extra manpower or reschedule services. You have a right to change your mind in addition to our goodwill guarantee.
You have a legal right to change your mind
For most of our products, you have the right to change your mind after making your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
Our goodwill guarantee
In addition, we offer all our customers a goodwill guarantee for most products, as set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).
Our goodwill guarantee
- 30 days to change your mind
- We cover the costs of shipping products for refunds or replacements
When you can't change your mind
You can't change your mind about an order for:
- Digital products, after you have started to download or stream these;
- Services, once completed;
- Sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them;
- Goods that are made to your specifications or are clearly personalised; and
- Goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind
If you change your mind about a product you must let us know no later than 30 days after:
- The day we deliver your product if it is goods;
- The day we confirm we have accepted your order if it is for a service;
- The day we confirm we have accepted your order, if it is for digital content for download or streaming, although you can't change your mind about digital content once we have started providing it. If the digital content (including that which is provided by a third party included with a Focusrite product) is for regular delivery (for example, an annual subscription), you can only change your mind after the first delivery.
How to let us know
To let us know you want to change your mind, contact our Customer Service Team: firstname.lastname@example.org. Your cancellation is effective from the date that we receive your e-mail.
How to return products
If your product is goods, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. We recommend speaking to us first before sending us your product by using the Contact Us information here. We cover the cost of returns, but only standard delivery costs and not for any express delivery or particular time delivery options.
You can send the product back to us, using an established delivery service. If you do this, you should keep evidence, such as a receipt or proof of postage, that proves it was sent and when it was sent. Without this, if we don’t receive the returned goods at all or within a reasonable time, we may not provide you with a refund. For help with returns, including our collection arrangements for goods which can't be posted, contact our Customer Service Team: email@example.com.
You have to pay for services received before you change your mind
If you bought a service we don't refund you for the time you were receiving it before you told us you'd changed your mind.
We reduce your refund if you have used or damaged a product
If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
When and how we refund you
If your product is a service, digital content or goods that haven't been delivered or that we're collecting from you, we refund you within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you. We refund you by the method you used for payment. We don't charge a fee for the refund.
You can end an on-going contract (find out how)
We tell you when and how you can end an on-going contract with us (for example, for a subscription to digital content or goods including those provided by a third party included with a Focusrite product) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team: firstname.lastname@example.org.
If you think there is something wrong with your product, you must contact our Customer Service Team: email@example.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. If you return a product to us because it is faulty or misdescribed, we will refund the price of the product in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the product to us.
Your legal rights as a consumer in the UK are summarised below. If you are a consumer outside of the UK, other than in the USA, this summary does not affect your legal rights in the country in which you are located. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website: www.citizensadvice.org.uk. Remember, too, that you have several options for resolving disputes with us.
For products which do not have a manufacturer's guarantee, we provide a warranty available here that on delivery and for a period of three (3) years from delivery, the products shall be free from material defects. However, this warranty does not apply to any defect in the products arising from:
- Fair wear and tear;
- Wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
- If you fail to operate or use the products in accordance with the user instructions;
- Any alteration or repair by you or by a third party who is not one of our authorised repairers; or
- Any specification provided by you.
If you are a consumer, the warranty described in the immediate paragraph above is in addition to, and does not affect, your legal rights in relation to Products that are faulty or not as described.
We can change products or suspend supply
We can change a product or suspend the ongoing supply of a product (including digital products):
- To reflect applicable laws and regulations;
- To make changes and improvements, e.g. to address new security threats.; and
- To update content, provided that the updated content matches the description of it provided prior to your purchase. There may be installation relevant to these updates.
What you can do
If we change or supply a product further to the above, we may adjust the price and may allow you to terminate the contract. Where we are suspending supply, we will contact you in advance to explain the suspension, unless the suspension is for reasons outside our reasonable control (see above).
If suspended, the price of supply services or digital content shall be adjusted so you don't pay for it during that suspension period, unless it is for reasons outside of our reasonable control. If we suspend supply, or tell you we're going to suspend supply, for more than one month you can contact our Customer Service Team: firstname.lastname@example.org to end the contract and we'll refund sums you've paid in advance for products you won't receive.
We can withdraw products
We may stop providing a product, such as an ongoing supply service or a subscription for digital content (including those provided by a third party included with a Focusrite product). We let you know in advance and we refund any sums you've paid in advance for products which won't be provided.
We can end our contract with you
We can end our contract with you and claim any compensation that may be due to us if:
- You don't make payment to us when due and, in the event that we remind you that payment is due, within 14 days of our reminding you that payment is due;
- You don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, delivery address, delivery time or special requirements;
- You don't, within a reasonable time, allow us to deliver the product to you.
We don't compensate you for all losses caused by us or our products
We will not be liable, in contract, tort (including, without limitation, negligence or breach of statutory duty), pre-contract or otherwise however arising (subject to the limitations set out below) in connection with these terms for any losses including, but not limited to, economic losses (including without limitation, loss of profits, revenue, income, opportunity, business, and savings), loss of reputation or goodwill special, indirect or consequential losses or damages that you suffer arising in connection with any matter under these terms.
Nothing in these terms and conditions excludes our liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under applicable law.
Our total liability to you in respect of all losses arising under or in connection within the contract, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall in no circumstances exceed 100% of the price of the products purchased from us or services supplied by us. Except as expressly stated in these terms, we do not give any representation, warranties or undertakings in relation to the products. Any representation, condition or warranty which might be implied or incorporated into these terms by statute, common law or otherwise is excluded to the fullest extent permitted by the law. In particular, we will not be responsible for ensuring that the products or services are suitable for your purposes.
If you are a business, we only supply the products for internal use by your business and you agree not to use the product for any resale purpose. If you are a consumer, we only supply the products for domestic and private use and you agree not to use the products for any commercial, business or resale purposes.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice.
You have several options for resolving disputes with us
Other important terms apply to our contract
These terms are governed by English law and subject to the exclusive jurisdiction of the English courts. This does not affect your legal rights as a consumer in the country in which you reside. We can assign our contract with you, so that a different organisation is responsible for supplying the products. We'll tell you if we do this and ensure that the transfer won't affect your rights under the terms.
Nobody else has any rights under this contract
This contract is between you and us and the provisions of the Contracts (Rights of Third Parties) Act 1999 is expressly excluded from these terms such that no other party can enforce it.
If a court invalidates some of this contract, the rest of it will still apply
Each of these provisions within the terms shall be construed independently of each other. If a court or other authority decides that any of these terms are unlawful, invalid or void, that provision will be deemed deleted and the rest will continue to apply in full.
Delays in enforcing the contract do not constitute a waiver
Any delay in enforcing our rights does not release you from your obligations under the terms or contract and does not waive our rights or remedies that we are entitled to under the terms. If we do choose to waive any breach, this will not automatically waive any future breaches by you.
If you are a consumer, you may only purchase products from our site if you are at least 16 years old.
These terms form our entire agreement
These terms and any document expressly referred to in them constitutes the entire agreement between you and us. The terms and such documents supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter. By entering into this contract, you agree that you cannot rely on any statement, representation, assurance or warranty, made innocently or negligently, that is not included in these terms or any document expressly referred to in them.
Communication shall be in writing
Any notice or communication given by you to us, or by us to you, in connection with the contract shall be in writing and shall be delivered by e-mail. A notice or other communication shall be deemed to have been received, if sent by e-mail, one day after transmission.