Terms and Conditions
Trident Audio Visual Solutions LTD
Company Number: 17018629
Registered Office: 86–90 Paul Street, London, EC2A 4NE
Email: info@tridentavsolutions.co.uk VAT Number: 519057878
1. About these Terms
These Terms apply to purchases of equipment from Trident AV Solutions, including purchases made through our website, by telephone or email, and to consultation, system design, installation, calibration and related services provided by us.
A written quotation, order confirmation, invoice or other written agreement may contain additional terms specific to your order or project. Where there is a conflict, the specific written agreement will take precedence to the extent permitted by law.
If you are an individual purchasing goods or services wholly or mainly for purposes outside your trade, business, craft or profession, you are a Consumer for the purposes of these Terms.
Nothing in these Terms excludes or restricts any statutory rights that cannot lawfully be excluded or restricted.
2. Orders and Formation of Contract
When you place an order through our website, you are making an offer to purchase the goods shown in your order.
An automated order acknowledgement confirms that we have received your order but does not necessarily mean that we have accepted it.
A contract for the sale of goods is formed when we confirm that your order has been accepted or the goods are dispatched, whichever occurs first.
We may decline an order before acceptance where, for example, a product is unavailable, there has been an obvious pricing or description error, payment cannot be authorised, delivery cannot reasonably be made to the address supplied, or we reasonably suspect fraud or misuse.
If payment has already been taken for an order we do not accept, the amount paid will be refunded promptly.
For services, a contract is normally formed when you accept our written quotation or scope of work and we confirm the booking, or when any deposit specified in the quotation is paid.
You must be at least 18 years old and legally capable of entering into a contract with us.
Orders and contracts are concluded in English.
3. Prices and VAT
Prices displayed to Consumers through our online store are inclusive of VAT at the applicable rate unless clearly stated otherwise.
Any mandatory delivery or other charges will be disclosed before you place your order.
Service quotations may show prices exclusive of VAT provided this is made clear. Where the customer is a Consumer, the total amount payable including VAT will be made clear before the contract is concluded.
We take reasonable care to ensure prices are accurate. If an obvious pricing error occurs, we are not obliged to supply goods at the incorrect price where the error could reasonably have been recognised as a mistake. We will contact you and give you the option of proceeding at the correct price or cancelling for a full refund.
4. Payment
Goods purchased through the online store must normally be paid for in full when the order is placed unless another arrangement is expressly agreed.
For installation or other service projects, the required deposit, stage payments and final balance will be stated in the quotation or invoice.
Unless otherwise agreed in writing, the outstanding balance for services is payable on completion.
We may suspend future work or withhold undelivered goods where an amount properly due remains unpaid, subject to your statutory rights.
Ownership of goods supplied by us does not pass to you until we have received payment for those goods in full. This does not affect the rules concerning when risk in goods passes to a Consumer.
5. Product Information and Availability
We take reasonable care to ensure that product descriptions, specifications, photographs and prices are accurate.
Manufacturers may occasionally revise specifications, finishes, packaging or accessories. Where we become aware of a material change affecting an outstanding order, we will tell you before supplying the product where reasonably practicable.
Images are illustrative. Differences caused solely by screen settings, photography or normal manufacturing variation will not necessarily constitute a defect, although goods must still comply with their description and your statutory rights.
All goods are subject to availability.
Where a product is shown as available to order, pre-order or special order, any estimated lead time is an estimate unless we expressly agree a guaranteed delivery date.
A product being sourced specially from a distributor or manufacturer does not by itself remove a Consumer’s statutory cancellation rights. Different rules may apply to goods genuinely made to your specifications or clearly personalised.
6. Product Advice and System Compatibility
We are happy to provide advice on product selection and system compatibility.
Recommendations are based on the information reasonably available to us, including information you provide about your room, existing equipment, intended use and other relevant circumstances.
You are responsible for providing accurate and complete information where our advice depends upon it.
Nothing in this section excludes any statutory obligation applying where you have made a particular intended purpose known to us and reasonably relied upon our skill or judgement.
7. Delivery of Goods
The available delivery methods, charges and any geographical restrictions will be shown on the website, quotation or order confirmation as appropriate.
Estimated delivery dates are not guaranteed unless expressly agreed as such.
Where you are a Consumer and no different delivery period has been agreed, goods will be delivered without undue delay and normally no later than 30 days after the contract is formed, as required by law. Legislation.gov.uk
Some products, including large loudspeakers, subwoofers, displays and other heavy equipment, may require palletised or specialist delivery. The applicable delivery method and any relevant access requirements will be made clear before purchase where applicable.
You must provide accurate delivery information and tell us before dispatch about circumstances likely to materially affect delivery, such as restricted access, stairs, narrow entrances or unusual access conditions where specialist delivery has been arranged.
If delivery fails because no authorised person is available or because materially inaccurate access information has been supplied, we may charge reasonable additional delivery costs actually incurred.
For Consumers, risk in goods remains with us until the goods come into your physical possession, or the physical possession of a person you identify to take delivery on your behalf, except where the law provides otherwise.
Please inspect deliveries for obvious transit damage where reasonably possible and notify us promptly of any problem. Failure to report visible damage immediately does not remove your statutory rights.
8. Consumer Right to Cancel Goods Bought at a Distance
If you are a Consumer who purchases goods online, by telephone or otherwise at a distance, you will normally have the right to cancel without giving a reason.
The cancellation period normally ends 14 days after the day on which you, or a person nominated by you, takes physical possession of the goods.
Where a single order contains several goods delivered separately, the relevant period will normally run from receipt of the last item.
To exercise the right to cancel, you must clearly tell us of your decision before the cancellation period expires. You can do this by emailing:
You may also use the model cancellation form at the end of these Terms, although you are not required to use that form.
Once you have cancelled, you must normally return the goods within 14 days.
You will be responsible for the direct cost of returning unwanted goods where we informed you of that responsibility before purchase.
For goods which, because of their nature or size, cannot normally be returned by post, we will provide the required information about the estimated direct cost of return before the contract is concluded where the law requires us to do so. Where we arrange collection, any charge will be explained to you before collection.
You should not return goods to our registered office unless we have specifically instructed you to do so. Contact us first so that we can provide the appropriate return address and instructions.
Goods should be protected adequately for return.
You may inspect goods to establish their nature, characteristics and functioning in broadly the same way that you could reasonably inspect them in a shop. We may make a lawful deduction from the refund if the value of the goods has been reduced because they have been handled beyond what was reasonably necessary for that purpose. This is not an automatic “restocking fee”. Legislation.gov.uk
Where the statutory cancellation right applies, we will refund the price paid together with the cost of our least expensive standard delivery option. If you chose a more expensive delivery method, the additional delivery cost does not have to be refunded.
We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first. Refunds will be made without undue delay and in accordance with the statutory timescales. GOV.UK
9. Exceptions to the Consumer Cancellation Right
The statutory cooling-off right does not apply in every situation.
Relevant exceptions may include goods that have been made to your specifications or clearly personalised, and other categories for which the law excludes the cancellation right.
An ordinary stocked product does not become exempt from cancellation merely because we have specifically ordered it from our supplier for you. Legislation.gov.uk
Where an exception applies, we will make this clear before you become bound by the contract where required.
These exceptions concern cancellation where you have simply changed your mind. They do not remove your rights where goods are faulty, misdescribed or otherwise fail to conform to the contract.
10. Faulty, Damaged or Misdescribed Goods
We are responsible for supplying goods which meet your statutory rights.
For Consumers, goods must, among other things, be of satisfactory quality, be fit for any particular purpose made known to us where the relevant legal requirements are met, and be as described.
Where installation forms part of our contract to supply goods, your statutory rights may also apply where the goods have been installed incorrectly.
Consumer law provides remedies which can include the short-term right to reject non-conforming goods, normally for 30 days, and rights to repair or replacement, followed in appropriate circumstances by a price reduction or final right to reject. These rights depend on the circumstances and are not replaced by these Terms. GOV.UK
If you believe goods are faulty, damaged or misdescribed, contact us at:
Where goods are returned because they do not conform to the contract, we will bear the reasonable return or collection costs where required by law.
11. Manufacturer Warranties
Some products are supplied with a manufacturer warranty or guarantee.
Any such manufacturer warranty is in addition to, and does not replace, your statutory rights against Trident AV Solutions as the retailer.
Warranty duration and conditions vary between manufacturers and products.
A manufacturer may offer support directly, and in some cases this may be the quickest way to resolve an issue, but a Consumer is not required to give up statutory rights against us simply because a manufacturer warranty exists.
12. Scope of Services
Our services may include consultation, system design, equipment supply, installation, system configuration, room correction, calibration, optimisation and related AV services.
The agreed scope will be set out in a quotation, invoice, email or other written confirmation.
Work outside the agreed scope is not included unless subsequently agreed.
Where additional work becomes necessary because of circumstances that could not reasonably have been identified beforehand, we will explain the situation and obtain your agreement to any material additional cost before carrying out that additional work, except where immediate action is reasonably necessary for safety.
For Consumer contracts, we will perform services with reasonable care and skill. Legislation.gov.uk
13. Quotations
Unless otherwise stated, quotations are valid for 14 days.
Quotations are based upon the information available to us at the time, including information supplied by you and site conditions reasonably capable of inspection.
If the actual circumstances materially differ from those on which the quotation was based, we may propose a variation to the work, price or timescale.
You are not obliged to accept a material variation. If the project cannot reasonably proceed without it, either party may bring the affected work to an end, subject to payment or refund of amounts properly due under these Terms and applicable law.
14. Deposits, Procurement and Custom Equipment
A deposit may be required before equipment is ordered, project time is reserved or work begins. The amount and purpose of the deposit will be stated in the quotation.
A deposit is not automatically non-refundable simply because equipment has been ordered.
Any refund or deduction following cancellation will depend on the nature of the contract, the timing and reason for cancellation, statutory cancellation rights and any reasonable losses or non-recoverable costs which we are lawfully entitled to recover.
Where goods are genuinely made to your specification or clearly personalised, statutory cancellation rights may not apply.
Where you are a business customer rather than a Consumer, separately agreed cancellation and procurement terms may apply.
15. Cancellation of Services by Consumers
Where you are a Consumer and enter into a qualifying service contract at a distance or away from our business premises, you will normally have a 14-day cancellation period beginning the day after the contract is concluded. Legislation.gov.uk
We will not ordinarily begin a service during that cancellation period unless:
you expressly ask us to begin early; and
where legally required, you acknowledge the consequences of doing so.
If you expressly ask us to begin providing services during the cancellation period and then cancel before the service is completed, you may be required to pay a proportionate amount for the work properly performed up to the point at which you cancel.
If the service is fully completed during the cancellation period following your express request and the required acknowledgement that the cancellation right will be lost upon full performance, the statutory cancellation right may end once the service has been fully performed. London Borough of Bromley
16. Cancellation or Rescheduling of Installation Appointments
After any applicable statutory cancellation period has expired, please give as much notice as reasonably possible if you need to cancel or rearrange an appointment.
Where an appointment is cancelled or materially rearranged at short notice, particularly within 48 hours, we may charge reasonable losses or costs actually caused by the cancellation which we could not reasonably avoid. This may include non-refundable third-party costs, travel already incurred or labour time that could not reasonably be reallocated.
Any cancellation charge will be proportionate and will not operate as a penalty.
Where a deposit has been paid, any lawful cancellation charge may be deducted from that deposit and any remaining balance will be refunded.
Nothing in this section overrides a statutory right to cancel.
17. Your Responsibilities for Installation Work
You must provide reasonable access to the property and the areas in which work is to be carried out at the agreed time.
You must provide accurate information reasonably relevant to the work, including any known structural issues, concealed services, hazardous materials, property restrictions or other circumstances which may affect safe installation.
You are responsible for obtaining any landlord, freeholder, planning, listed-building or other permission required for work to be carried out unless we have expressly agreed to obtain it on your behalf.
Suitable electrical power, network access and internet connectivity must be available where required for the agreed work unless provision of those items forms part of our scope.
We may suspend work where conditions are unsafe, where we reasonably suspect asbestos or another hazardous material is present, where necessary permissions appear not to have been obtained, or where proceeding could reasonably cause unacceptable damage.
If work is delayed for reasons outside our control arising from the site or information supplied to us, reasonable additional costs may apply, but these will be explained before additional chargeable work is undertaken where practicable.
18. Installation Into Walls, Ceilings and Property
AV installation may involve drilling, fixing, cable routing or other physical work to the property.
We will exercise reasonable care and skill when carrying out this work.
Unless included in the quotation, our work does not include plastering, filling, painting, decorating, carpentry or other making-good work beyond what is expressly stated.
We will take reasonable precautions in relation to concealed electrical cables, pipework and other services. However, not every concealed feature or latent defect can reasonably be identified without invasive investigation.
We will not be responsible for loss or damage caused solely by a concealed defect, unsafe structure, undisclosed service or materially inaccurate information which could not reasonably have been detected by us before carrying out the work.
Nothing in this section excludes liability where damage results from our failure to exercise reasonable care and skill.
Fixed electrical work or other specialist building work is not included unless expressly stated. Where appropriate, suitably qualified third-party contractors may be required.
19. Customer-Supplied Equipment
You are welcome to ask us to install or integrate equipment purchased elsewhere.
We are not responsible for pre-existing defects, missing components, manufacturer faults, damage occurring before the equipment came into our possession, or inherent limitations of customer-supplied equipment.
We will nevertheless perform our own installation and integration work with reasonable care and skill.
If customer-supplied equipment proves defective, incompatible or unsuitable and additional diagnostic or installation time is required, additional labour may be chargeable where agreed.
If we reasonably consider customer-supplied equipment to be unsafe, we may refuse to install or use it.
20. Calibration, Optimisation and System Performance
AV performance is affected by factors including room acoustics, speaker and subwoofer placement, room construction, equipment capability, listening position and environmental conditions.
Calibration and optimisation services are intended to achieve an appropriate technical result within the capabilities and constraints of the equipment and room.
Because perception and preference are subjective, we do not guarantee a particular subjective sound or picture preference.
We will, however, perform the agreed calibration service with reasonable care and skill.
21. Networks, Firmware and Third-Party Services
Modern AV systems often depend on third-party hardware, software, internet services, streaming platforms, control systems, manufacturer servers, apps and firmware.
We are not responsible for the future withdrawal, modification, outage or incompatibility of a third-party service or product where this is outside our reasonable control.
A subsequent manufacturer firmware update, operating-system update, network change or alteration by another person may affect previously configured equipment.
Where a later visit is required because of a change outside our control rather than a defect in our goods or workmanship, that visit may be chargeable.
Nothing in this section affects your rights where the original goods or services supplied by us fail to comply with the contract.
22. 12-Month Workmanship Guarantee
In addition to your statutory rights, we provide a 12-month workmanship guarantee on installation work carried out by us, beginning on the date that work is completed.
The guarantee covers faults directly resulting from our installation workmanship.
Where a valid claim is made, we will inspect the issue and, where the guarantee applies, correct the relevant workmanship defect without charge.
The guarantee does not cover faults caused by normal wear and tear, accidental damage, misuse, neglect, unauthorised alteration or relocation, changes made by third parties, subsequent structural or electrical work, or faults inherent in equipment which were not caused by our installation.
Manufacturer defects in goods supplied by us are dealt with separately under the product warranty and, where applicable, your statutory rights as a Consumer.
The 12-month workmanship guarantee is an additional contractual benefit. It does not mean that statutory rights which may continue beyond 12 months are excluded.
23. Delays and Events Outside Our Reasonable Control
We will make reasonable efforts to meet agreed timescales.
We are not responsible for delay caused by circumstances genuinely outside our reasonable control, such as significant courier disruption, severe weather, manufacturer or distributor disruption, property access problems not caused by us, or other comparable events.
We will contact you where a material delay becomes known and take reasonable steps to minimise its effect.
If a delay gives you a statutory right to cancel or terminate the contract, nothing in this section removes that right.
24. Cancellation by Us
We may cancel or suspend a contract where:
payment properly due has not been made;
continuing the work would be unsafe or unlawful;
required access or permissions have not been provided;
goods have become unavailable and no reasonable alternative has been agreed; or
circumstances outside our reasonable control make performance impossible or unreasonable.
If we cancel for a reason which is not your responsibility, we will refund amounts paid for goods or services which have not been supplied.
25. Liability to Consumers
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.
If you are a Consumer, we are responsible for loss or damage which is a foreseeable result of our breach of contract or our failure to exercise reasonable care and skill.
We are not responsible for losses which were not reasonably foreseeable when the contract was formed.
If you are using goods or services as a Consumer, we do not accept liability for purely commercial or business losses arising from that Consumer contract, including loss of profit, revenue or business opportunity.
You should take reasonable precautions to back up important data or system configurations where work may involve computers, servers or networked storage. This does not exclude liability for data loss caused by our failure to exercise reasonable care and skill.
26. Business Customers
If you purchase goods or services wholly or mainly for business purposes, statutory rights which apply specifically to Consumers will not apply to that contract.
Additional or different commercial terms may be included in a quotation or other written agreement with a business customer.
Nothing in these Terms excludes liability which cannot lawfully be excluded.
27. Electrical Equipment Recycling
Electrical and electronic equipment must not simply be disposed of with normal household waste.
As a retailer of electrical and electronic equipment, Trident AV Solutions is subject to applicable Waste Electrical and Electronic Equipment requirements.
Details of our recycling and take-back arrangements will be available on our Electrical Recycling / WEEE information page.
28. Personal Information
We process personal information in accordance with our Privacy Policy and applicable data-protection law.
Please refer to the Privacy Policy on our website for information about the data we collect, why we use it, how long it may be retained and your rights.
29. Complaints
If you are unhappy with goods or services supplied by us, please contact:
Please include your name, order or invoice number where available, and enough information for us to understand the issue.
We will try to resolve complaints fairly and promptly.
Where we are legally or contractually required to participate in an Alternative Dispute Resolution arrangement, information about the relevant arrangement will be provided as required.
Nothing in this section prevents a Consumer from exercising statutory rights or bringing proceedings before a court where entitled to do so.
30. Changes to these Terms
We may update these Terms from time to time.
The Terms applying to a particular order or contract will normally be those in force when that contract is entered into, unless a change is required by law or is expressly agreed with you.
31. Severability
If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
32. No Waiver
If we do not immediately enforce a right under these Terms, that does not mean we have waived that right.
33. Third-Party Rights
Except where the law provides otherwise, a person who is not a party to the contract has no right to enforce these Terms.
34. Governing Law and Jurisdiction
These Terms and contracts entered into under them are governed by the law of England and Wales.
If you are a Consumer resident elsewhere in the United Kingdom, this does not deprive you of mandatory consumer protections applying in the part of the UK in which you live.
A Consumer may bring proceedings in any court which has jurisdiction under applicable law.
Business customers submit to the jurisdiction of the courts of England and Wales unless otherwise agreed in writing.