Shipping, Returns & Warranty

Should your Oakcastle product develop any faults during its first year of use due to defective software or materials, your Oakcastle product must be returned to the retailer purchased from or the gift provider. Due to defect, the retailer protects your statuary rights for a return and will provide prepaid returns options under terms and conditions.

Our certified online retailers usually offer one year of warranty for Oakcastle products, unless otherwise stated. Should a fault or defect occur in the first year, the customer is required to take their warranty claim with the retailer directly and not Oakcastle.

Royal Mail

We use a Royal Mail free returns service for UK customers to get your faulty purchase back to us. This is used for parcels under 20kg in weight and dimensions no greater than 61cm (L) x 46cm (W) x 46cm (D).

Please ensure that the returned product is within its original packaging or another suitable box. The returning package should include all parts that were included in your purchase unless specified otherwise.

Once the product has been packaged appropriately and according to the guidelines provided in our free returns procedure, the product is able to be dropped off at your local post office and get on its way back to us safely!

Please be advised that we recommend customers to keep their proof of postage receipt should you need it.

DPD

For our heavier items we also offer a DPD drop off label service to get this back on the way to us! This is so that we can get the item back safely.

Please note that this service is only provided for our heavier radios and soundbars. This is a free service that will be arranged for you when you email us with all the information requested in our free returns procedure.

If you have changed your mind or are unhappy with your Oakcastle purchase, please contact the retailer directly. It is at their discretion whether they are able to refund or replace your item.

An extended warranty claim cannot be made for the following:

Registration & Proof

• Products not registered for Extended Warranty within 30 days of purchase.
• If valid proof of purchase cannot be provided.
• Products still covered by the retailer’s original warranty (the extended warranty only applies once the retailer warranty has expired, and any claim must be made within 3 years from the original purchase date).
• Products that are refurbished or purchased second-hand.

Usage, Damage & Servicing

• Wear of tear from normal use
• Cosmetic damage (including scratches, dents, fading, or discolouration) that does not affect functionality.
• Accidental damage, neglect, improper or inadequate care, carelessness (including being dropped), liquid damage, or abnormal usage conditions.
• Use other than in accordance with Oakcastle’s instructions or good practice.
• Any repair, modification, or servicing carried out by anyone not authorised by Oakcastle.
• Damage caused by non-genuine parts or accessories.

Power, Environment & External Factors

• Damage caused by power surges, lightning, unstable power supply, or incorrect voltage.
• Damage caused by environmental factors such as moisture, excessive heat, dust, or corrosion.
• Loss or damage caused by fire, flood, or other events outside of Oakcastle’s control.

Consumables & Accessories

• Consumable items such as batteries, remote controls, stylus/needles, belts (for turntables), cables, or accessories unless faulty at the point of delivery.

Software, Networks & Compatibility

• Issues caused by customer network environments, including Wi-Fi routers, internet service providers, firewalls, or network configuration.
• Compatibility issues with third-party devices, apps, operating systems, or future software updates (for example phones, tablets, TVs, or computers);
• Changes in performance caused by operating system or firmware updates on external devices.

Third-Party Services & Licensed Features

• Any issues arising from third-party platforms or services used to provide content or functionality, including (but not limited to) Internet radio portals such as Airable and licensed services such as Spotify Connect.
  
  This includes changes made by these providers to station availability, logos, display information, features, or service access.
  
  As these services are owned and operated by third parties and are outside of Oakcastle’s control, they are not covered under the extended warranty.

Product Lifecycle

• Discontinuation of services, features, or content by third-party providers.
• Availability of spare parts or replacements once a product model has been discontinued (Oakcastle will provide the closest equivalent where possible).

The extended warranty covers manufacturing faults only and does not guarantee the continued availability of third-party services, content, or licensed features.

Please know that in order for an extended warranty to be considered valid, the purchase needs to be through an authorised re-seller, and you need to retain evidence of your purchase (E.g. An official invoice/receipt from the authorised re-seller). Failure to provide proof of purchase may invalidate your warranty claim.