FAQs

CREDIT CARD SECURITY

We use Secure Socket Layer (SSL) to provide an encrypted transmission path for data between your browser, over the internet, to our web server. This technology uses 128-bit encryption, which means that during the transfer your data cannot be seen by hackers. Credit card information is never sent over an unsecured connection.
The small padlock which appears at the bottom of your browser when you click on Checkout indicates that you have entered a SSL secured page. A click on the padlock will show our digital certificate information guaranteeing the page’s identity, and your security in giving us your credit card details. To our knowledge, no hacker has ever succeeded viewing credit card data sent over the internet via SSL.

PAYMENT

We accept VISA (Debit and Credit), VISA Electron, MasterCard, Switch / Maestro, SOLO and JCB.
We also accept cheques and postal order made payable to Musik Produktiv UK Limited and cash. Please allow a few extra days for cheques to clear. All prices shown are inclusive of VAT.

VERIFIED BY VISA AND MASTERCARD SECURECODE

Verified By Visa and MasterCard SecureCode enables card issuing banks to authenticate the identity of cardholders enrolled in the service when making transactions over the Internet. Verified By Visa and MasterCard SecureCode require the cardholder to enter a secure password at the time of purchase which allows authentication of the cardholder and reduces the risk of fraud, protecting all parties involved in the online transaction.

DEFERRED ORDER

This simply means that your order has been received by us and that payment will only be processed upon despatch of your goods. Please note if the item you ordered is NOT in stock, your order will be held and payment will NOT be taken until such time as those goods become available for despatch.

DEFERRED ORDER RELEASED

After the order has been received by us and if the goods ordered are in stock then we will release the payment held against your order at the time of despatch and send your goods to you via our secure carrier.

PRIVACY STATEMENT

We collect information about you for two reasons: to process your order and to provide you with the best possible service. All personal data that we collect will be used in accordance with the Data Protection Act 1998, held securely, behind a firewall and with physical and procedural protection, in agreement with our internal security policy.
We will not pass on, rent or sell any personal information to any third parties for any reason whatsoever. Only our employees have access to this information, and only to provide our customers with services they have requested. iMuso.co.uk does not store credit card information either electronically or physically. Customer’s credit card information is seen only by SECPay, our real-time payment service provider.

PRODUCT GUARANTEES AND DISTANCE SELLING PROTECTION REGULATIONS

All products are supplied with a 12 month manufacturer’s guarantee unless otherwise specified. If you have a problem with your product, please call or e-mail us at info@imuso.co.uk.
All goods and services are supplied in accordance with the Consumer Protection (Distance Selling) Regulations 2000 (SI 2000). If you are not satisfied with your purchase, you have the right to cancel your order by notifying us in writing or via e-mail within 7 working days from the date of delivery. It is then your responsibility to return any such goods in the condition in which they were supplied to you by us. Any cancelled or returned orders will be subject to a cancellation / re-stocking fee of 2% of the total value of the returned goods + £10. This is to cover the administration costs and credit card charges incurred. This amount will be deducted from the final value of the refund. The consumer is also responsible for the cost of returning any goods to us. Goods received back incomplete, damaged or in any condition other than saleable as new, will be returned at the consumers cost. Please note, we are unable to accept back any software that has been opened, installed or registered. Please ensure that the item to be returned is sent via a recorded service and in adequate protective packaging. Imuso.co.uk will not be responsible for any items lost or damaged in transit from the consumer to us. If any delivery is refused, an additional £15 "Return to Sender" charge will be applied to any refund due.

RETURNS POLICY AND PROCEDURES

If a product is delivered faulty or a fault occurs within the first 14 days from the delivered date (and the fault is covered under the manufacturers guarantee) then we will collect the item and have it returned to our warehouse, where we will inspect and, if found faulty, return the item to the manufacturer for repair. If a fault occurs after the first 14 day period from delivery, then it is the consumer’s responsibility to return the item to our warehouse, where we will inspect and if found faulty return the item to the manufacturer for repair. Once repaired, the item will be returned to the consumer at no extra cost.
All returned goods must be returned in adequate packaging. Imuso.co.uk will not be responsible for any damage that is incurred to goods that are not packaged in the original packaging that the goods were shipped in. If you do not have the original packaging, you will need to obtain some from other sources and ensure that the returning goods are protected against the rigors of courier transit.
Please also send the package via a recorded delivery so that a signature is required on delivery. iMuso.co.uk will not be responsible for any packages mislaid or stolen in transit.
If the returned item is found to be not faulty and the error is down to incorrect usage or operator error, the customer will be liable for the carriage costs of the goods back to us and also for returning the product back to the customer. Any engineer / inspection fees may also be charged. This must be paid before the goods are returned to the customer.
Please ensure that all goods returned have a copy of the original delivery note / proof of purchase and a completed copy of our returns form, which is downloadable here, stating the full reasons for return. Failure to do this may slow down any repair or refund.
All goods being returned should be sent to our West Molesey address:

34 Central Avenue

West Molesey

Surrey

KT8 2QZ

WEEE REGULATIONS 

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.  The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Recycling reduces the environmental and health risks associated with sending electrical goods to landfill.  

Musik Produktiv UK Limited  , trading as www.iMuso.co.uk,  is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item.

These products can either be hand delivered or delivered via courier, at the customer’s cost to the West Molesey address above.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

STOCK AVAILABILITY AND DELIVERY

You can order online through the website. If the ordered product is in stock and the order is placed before 4:00pm, your order will be shipped the same day. If you place your order after this time and would like it shipped the same day, please call us on 0208 481 9610 and we will endeavour to get the goods out that night. Any orders placed after 4pm on a Friday or over a weekend, will not be despatched until the following Monday. In the event of a Bank Holiday, the goods will not be despatched until the following Tuesday.

DELIVERY OPTIONS

UK Standard Mainland delivery during office hours, although 99% are delivered before 3pm. Our Standard delivery charge is £7.99 for UK delivery. The shipment is, depending upon your location, delivered the next working day when the item ordered shows 'IN STOCK, NEXT DAY UK DELIVERY'  at the top of the product description and the order is placed before 4.00pm. If the item ordered does not state 'IN STOCK, NEXT DAY UK DELIVERY' , delivery is usually within 3-10 working days and if this time is likely to become any longer iMuso staff will endeavour to keep you informed.

UK Standard AM delivery. This is the same delivery as above, but your order is guaranteed to be delivered before 12 noon. This service is for mainland UK only

UK Standard Isle of Wight. Unfortunately, the Isle of Wight carries a freight surcharge. Although the Isle of Wight is part of the UK, logistically, it is an island. The carriage charge is £14.99 

Northern Ireland and Eire, select the Ireland carriage charge option. Transit time to Northern Ireland is 1-2 working days. Transit time to Eire is usually 2-4 days. The carriage charge is £19.99.

*Free UK Carriage. If any item in your basket has the FREE UK DELIVERY image, your whole order is entitled to FREE carriage. This offers covers mainland UK only and does not include the Isle of Wight, Northern Ireland or any Scottish islands.

We can ship to the Isle of Man and also the Channel Islands but please contact us for a quote before placing the order.
Fore the Channel Islands, we can remove the UK VAT.

Any incorrect or underpaid carriage charges will be charged before shipping commences.

We can ship to Continental Europe but the carriage charges vary from country to country. Please email us for a quote.

We do not under any circumstances ship to North or South America. Any orders placed for these countries will be deleted and refunded minus a £10 admin fee.

iMuso are very conscious of credit card fraud and so for security reasons, when placing an order through the website, please ensure that the correct billing address is entered. Incorrect data could delay your order being dispatched.
We can alternatively ship to a registered work address. The work address must be put into the additional delivery address section on the checkout. The address must be a registered company address. We will not ship to halls of residence, public houses or second residential addresses.

We are now using City Link as our carrier. City Link deliveries will require a signature. If you are not at home when City Link delivers, a card will be left with City Link contact details. You can then arrange re-delivery for a later date, or to another address, for example to your work address. Please ensure that you contact City Link as soon as possible. Failure to contact City Link could result in your order being returned to iMuso and we will have to charge a second carriage charge to resend your order.

ANY GOODS RECEIVED DAMAGED MUST BE NOTIFIED IN WRITING TO IMUSO WITHIN 2 DAYS OF RECEIPT.
THESE GOODS WILL BE COLLECTED BY US AND REPLACEMENTS SENT ONCE THE DAMAGED GOODS HAVE BEEN RECEIVED BY IMUSO.

Next Day delivery is unavailable to some UK postcodes. These include AB, KW, IV, HS and PH. These areas are at least a 2 day service and do not offer Saturday delivery.

At times, City Link may fail to deliver your package on time, either from human error i.e. misrouting parcels etc or due to other delays such as road accidents and severe weather. We can only apologise for this and any inconvenience caused. No refunds will be made for carriage charges except for failed Saturday deliveries where a standard next day charge will be applied.

Once your order is placed, you will receive a confirmation e-mail from iMuso.co.uk containing details of your order. Once shipped, you will be able to track your shipment using your order reference on the "Where is My Parcel" section on our homepage. This facility will not show your parcel until about 7pm on the day the goods are shipped.

All orders with email addresses will be automatically subscribed to the "iMuso Weekly Newsletter". If you do not wish to receive the newsletter, please email newsletter@imuso.co.uk with your full name and order reference or post code.

Our warehouse is fitted with over 144,000 sq ft of shelving, consequently we aim to maintain stocks of all the products shown on our web site. However, all products and services are subject to availability and may be withdrawn at any time. If we are unable to supply ordered goods, we will refund any money already paid or hold the order until we can fulfil the requirement. In some circumstances the products will need to be ordered from a supplier. If so, your order may take a few days to arrive. We will contact you if there is any excessive delay.

All units that are supplied with a AC mains adaptor, optional extra PSU or mains lead will have a UK 3 pin configuration. Any orders for mainland continental Europe or the rest of the world will need to obtain the relevant 3 pin to 2pin adaptor from their own country. iMuso.co.uk is not responsible for the purchase of these items.
Due to the voltage difference in the USA (110V) we will not ship any orders to the USA.

THE IMUSO RETAIL EXPERIENCE

Alternatively, you can come into the iMuso Shop in West Molesey, Surrey.
The iMuso Shop is open from 9am to 5.30pm Monday to Friday.
Here you can try the goods in the shop, benefiting from the massive stocks in our warehouse or just ask our trained staff any questions regarding the products.
If you wish to visit the shop outside of the normal opening hours, please call the office and we endeavour to stay open for you.

DISCLAIMER

If for any reason, a price appears on the website as £0.00, any orders placed for this item will be cancelled and any monies taken refunded. The customer will first be offered the product at the correct selling price. We try to provide accurate technical information for all the products on our site, and try to keep this information up to date.  However, we cannot guarantee the accuracy of the descriptions or images, and cannot accept responsibility for possible errors.