Terms of service
“Buyer” refers to the individual or company accepting the Seller’s quotation for the Goods or whose Order for the Goods is accepted by the Seller, including Consumers.
“Conditions” means these standard terms of sale, including any special terms agreed in writing between the Buyer and Seller.
“Consumer” or “you” refers to the meaning under Regulation 4 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013/3134.
“Contract” means the agreement for the sale and purchase of Goods.
“Goods” refers to the products supplied by the Seller, including any instalments or parts.
“Order” means a written request for Goods submitted by the Buyer.
“Quotation” means the offer provided by the Seller, outlining the Goods to be supplied.
“Seller” refers to Muffle Acoustics Ltd., company number SC650727.
2. Basis of the Contract
2.1. The Seller shall sell, and the Buyer shall purchase the Goods in accordance with the Buyer’s Order, which is subject to these Conditions. A contract between the Buyer and Seller is formed when the Seller confirms acceptance of the Buyer’s Order through an order confirmation or invoice. These Conditions shall govern the Contract to the exclusion of any other terms.
2.2. No variation to these Conditions shall be binding unless agreed in writing between the authorised representatives of the Buyer and the Seller. Any changes to these Conditions must be confirmed by both parties in writing before taking effect.
2.3. The Seller’s employees or agents are not authorised to make any representations concerning the Goods unless confirmed by the Seller in writing. In entering into the Contract, the Buyer acknowledges that it does not rely on any such representations not confirmed in writing.
3. Orders and Specifications
3.1. No Order submitted by the Buyer shall be deemed to be accepted by the Seller unless:
- For orders placed via the e-commerce platform, the Seller confirms acceptance by issuing an automated order confirmation or invoice.
- For orders placed through sales colleagues, the Seller confirms acceptance by issuing a written invoice or confirmation.
- The Contract is formed once the Seller has issued an order confirmation, whether automated or manual.
3.2. The Buyer shall be responsible for ensuring the accuracy of the terms of any Order submitted and for providing the Seller with necessary information relating to the Goods within sufficient time to enable the Seller to perform the Contract in accordance with its terms.
3.3. The Seller reserves the right to make changes in the specification of the Goods required to conform with statutory requirements. Minor changes that do not significantly affect the quality or performance of the Goods may be made without notice to the Buyer.
3.4. For made-to-order or bespoke Goods, the Buyer acknowledges that modifications to the specification cannot be made after production has started.
3.4.1. All Muffle Acoustics Ltd products are made-to-order. As such, once production has commenced, including sourcing of materials or any preparatory work, the Buyer has no right to cancel or modify the order except at the discretion of the Seller.
3.5. Purchase Orders Trade customers may submit a purchase order (PO) to request Goods. However, submission of a PO does not constitute acceptance of an order or form a binding contract. Muffle Acoustics Ltd will not proceed with production or fulfilment until full payment has been received, unless otherwise agreed in writing with an approved trade account.
It is the Buyer’s responsibility to ensure the PO is accurate and complete. Any amendments must be confirmed in writing. The Seller reserves the right to delay or decline fulfilment of any PO until payment has been cleared or credit terms have been agreed in writing.
4. Price
4.1. The price of the Goods shall be the Seller’s quoted price or, where no price has been quoted, the price listed in the Seller’s published price list at the time of Order acceptance. All prices are exclusive of VAT and any applicable delivery charges, unless otherwise stated.
4.2. Pricing Errors 4.2.1. Muffle Acoustics Ltd makes every effort to ensure that prices listed on our website, in quotations, or in any promotional material are accurate. However, occasional errors may occur. 4.2.2. If a pricing error is discovered after the Buyer has placed an Order, Muffle Acoustics Ltd reserves the right to notify the Buyer of the error and offer the Buyer the option to:
- Confirm the Order at the correct price.
- Cancel the Order and receive a full refund. 4.2.3. If the Seller is unable to contact the Buyer regarding the pricing error, the Order will be treated as cancelled, and any payment made will be refunded in full. 4.2.4. Muffle Acoustics Ltd is under no obligation to supply Goods at the incorrect price if the pricing error is obvious and could have reasonably been recognised by the Buyer as an error.
4.3. The Buyer is responsible for any additional costs incurred by customs duties, import fees, or taxes applicable in the Buyer’s country of delivery.
4.3.1. For orders delivered outside the UK, VAT will be zero-rated at checkout. The Buyer is solely responsible for any applicable import VAT, local sales tax, handling charges, and customs duties upon entry to the destination country. Muffle Acoustics Ltd will not be liable for any such costs.
4.4. Discounts and Promotions
4.4.1. Muffle Acoustics Ltd may offer discounts or promotional offers from time to time. These discounts are applied to the prices of goods at the time of purchase and may have specific conditions attached to their use.
4.4.2. Unless explicitly stated, discounts and promotional offers cannot be combined or “stacked.” Only one discount code or promotion can be applied per order.
4.4.3. All promotions are time-limited and may have specific terms regarding the product categories or order minimums they apply to. Muffle Acoustics Ltd reserves the right to cancel or alter promotions without notice.
4.4.4. Certain products or categories may be excluded from promotions, as specified during the promotion period. Promotional codes and discounts cannot be applied to gift cards, shipping costs, or products already marked as on sale, unless explicitly stated.
4.4.5. Certain promotions, including those with a cap on maximum discounts, may have additional limitations on the number of times they can be used per customer. Muffle Acoustics Ltd reserves the right to limit the maximum discount amount per customer across multiple orders within the promotional period. The Seller may review and cancel any orders that appear to circumvent these limits.
4.4.6. Sale Price Adjustments
Muffle Acoustics Ltd reserves the right to reduce the prices of products for promotional or clearance purposes at any time. If a product is purchased at full price and placed on sale within 7 calendar days, the Buyer may request a refund for the difference. Requests must be made in writing and will be considered at the Seller’s discretion.
No retrospective discounts will be applied to purchases made more than 7 days prior to the sale. The Seller is under no obligation to notify customers in advance of upcoming promotions or sale events.
4.5 Quotation Validity All prices provided in a quotation are valid for 30 days from the date of issue, unless otherwise agreed in writing by Muffle Acoustics Ltd. After this period, prices may be subject to change due to market fluctuations, supplier costs, or other relevant factors.
5. Payment
5.1. Regular Customers
Payment for orders placed by non-trade customers is due in full at the time of order. Muffle Acoustics Ltd will not despatch Goods until payment has been received and confirmed.
5.2. Trade Accounts
Trade accounts may be established subject to approval. For trade customers, payment terms are strictly 30 days following the invoice date, unless otherwise agreed in writing.
Submission of a purchase order does not delay the requirement for payment. Orders will not be processed or fulfilled until payment has been received, unless the Buyer holds an approved trade account with agreed credit terms in writing.
Failure to pay within the agreed time may result in suspension of the account and further orders will not be processed until outstanding payments are settled.
5.3. Late Payment
Muffle Acoustics Ltd reserves the right to charge interest on overdue payments for trade accounts at the rate of 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. Interest is calculated daily from the payment due date until the balance is fully settled.
If payment remains outstanding for more than 15 days past the due date, a late fee of 1.5% of the overdue amount, with a minimum charge of £25, will be applied in addition to the accruing interest. Muffle will issue notification of overdue status 15 days after the payment due date.
5.4. Payment Methods
Muffle Acoustics Ltd accepts payments via major credit cards, bank transfers, and other electronic payment methods as specified by the Seller. The Buyer is responsible for any additional charges applied by their payment provider.
5.5 Credit Limit Reassessment
Muffle Acoustics Ltd reserves the right to reassess and adjust the Buyer’s credit limit periodically based on payment history, account activity, or other financial indicators. Credit terms and limits may be adjusted at Muffle’s discretion if the Buyer’s financial status or payment patterns significantly change. Muffle also reserves the right to suspend credit or modify payment terms under these conditions.
5.6 Credit Suspension Policy
If an account remains overdue for more than 30 days past the payment due date, the Buyer’s credit privileges may be automatically suspended until the account is brought current. The Buyer will be notified of any suspension due to non-payment. To reinstate credit privileges, payment of the overdue balance, along with any additional deposits required for future orders, may be necessary.
5.7 Set-Off Rights
Muffle Acoustics Ltd reserves the right to set off any sums owed by the Buyer against any payment due from Muffle to the Buyer. This includes any amounts owed by the Buyer under other orders or agreements with Muffle Acoustics Ltd.
5.8 Dispute Resolution for Trade Credit Terms
Any disputes regarding invoicing or account balances must be raised in writing within 14 days of the invoice date; otherwise, the Buyer waives the right to dispute the amount.
In cases where payment remains outstanding beyond 30 days of the due date, Muffle Acoustics Ltd may initiate formal debt collection procedures. The Buyer will be liable for any additional costs incurred in the collections process, including legal fees if applicable.
6. Delivery
6.0. Risk of loss passes to the Buyer upon collection by the carrier. Any transit insurance will be limited to the carrier’s standard cover unless the Buyer arranges supplementary cover. The Buyer accepts full responsibility for loss or damage during shipping unless reported within 48 hours and accompanied by photo evidence.
6.1. Delivery Times
Estimated delivery times are provided beneath the price on the relevant product page. While the Seller strives to meet these times, delays may occasionally occur due to circumstances beyond the Seller’s control. In the event of a delay, the Seller will inform the Buyer and provide updated delivery information.
6.2. Delivery Charges
Delivery charges to the UK vary depending on the product and delivery area. Delivery charges are estimated at checkout and may be subject to change. For certain products, delivery charges may need to be altered after the order has been placed. In such cases, the Seller will contact the Buyer as soon as possible to discuss alternative delivery arrangements or additional charges.
6.3. UK Mainland vs. Non-Mainland Deliveries
Delivery charges and times to non-mainland UK locations such as the Channel Islands, Isle of Man, Scottish Highlands, Northern Ireland, and other remote areas may differ from standard UK mainland deliveries.
Non-mainland UK orders may incur additional delivery fees and extended delivery times.
Buyers in these regions will be notified of any additional charges or delays before dispatch.
If an Order is placed for delivery to a non-mainland location, and delivery is not feasible based on the Seller’s delivery network, the Seller reserves the right to cancel the Order and refund the Buyer in full.
6.4. International Shipping
For Buyers outside the UK, international delivery options will be available depending on the country selected during checkout. If the Buyer’s country is not listed, they should contact the Seller directly, and the Seller will attempt to arrange a suitable delivery solution.
6.5. Import and Export Duties
For international orders, the Buyer is responsible for any import duties, taxes, or other fees applicable in the destination country. These costs are not included in the total price of the Goods at checkout and must be borne by the Buyer. The Seller is not responsible for any delays caused by customs clearance procedures.
6.6. Risk and Title
The risk of damage or loss passes to the Buyer once the Goods have been delivered to the delivery address specified in the Order. Title to the Goods remains with the Seller until full payment has been received. If the Buyer fails to pay, Muffle Acoustics Ltd reserves the right to reclaim the Goods.
6.7. Shipping Policy
For full details on delivery charges, estimated times, and shipping options, the Buyer is advised to review the Seller’s full Shipping Policy, which can be accessed on the Seller’s website.
6.8. Pallet Deliveries and Offloading Responsibility
- Pallet deliveries are made kerbside only, unless otherwise agreed in writing.
- For pallets up to 750 kg, a tail-lift delivery will be provided. Pallets exceeding this weight or of non-standard size may require forklift access or alternative offloading arrangements.
- The Buyer is responsible for ensuring safe and suitable access to the delivery location and for providing any necessary equipment or personnel to offload the Goods.
- If delivery cannot be completed due to access restrictions or lack of offloading arrangements, the Buyer will be liable for redelivery costs, storage charges, or other fees incurred.
- Muffle Acoustics Ltd accepts no liability for any delays or costs resulting from failed deliveries where the Buyer has not met these responsibilities.
7. Inspection and Acceptance
7.1. The Buyer shall inspect the Goods immediately upon delivery and notify the Seller of any damages or shortages within 24 hours. Notice must include photographs of the damage and any packaging defects. Claims submitted after 48 hours from delivery may not be accepted.
Upon receiving notification, the Seller will work with the Buyer to determine an appropriate resolution, which may include repair, replacement, or other corrective actions. If a resolution cannot be agreed upon, the Buyer may be required to arrange for the return of the Goods for further inspection or refund.
7.2 Installation as Acceptance - By proceeding with the installation of the Goods, the Buyer confirms that they have inspected and accepted the Goods as delivered, free from visible defects or discrepancies. Any claims regarding damage, shortages, or defects must be made prior to installation. Muffle Acoustics Ltd shall not be liable for any claims related to defects or damages identified after the Goods have been installed.
8. Returns and Refunds
8.1. Made-to-Order and Bespoke Products
8.1.1. Most products sold by Muffle Acoustics Ltd are made to order and/or customised according to the Buyer’s specifications. As such, these products cannot be returned or cancelled once production has started, except in cases where the Goods are faulty or do not conform to the contract.
8.1.2. If a product is faulty or not as described, the Buyer must notify Muffle Acoustics Ltd within 14 days of delivery to arrange a return or replacement.
8.1.3. No refunds or returns are accepted for made-to-order or customised Goods except where damage is reported within 48 hours in accordance with Clause 7.1.
8.2. Non-Bespoke Products
For non-bespoke items, you have the right to cancel your order within 14 days of receiving the Goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To initiate a return, please contact us in writing via email. The Goods must be returned in their original packaging, unused, and in resalable condition. You will be responsible for the return shipping costs unless the Goods are faulty or misdescribed.
9. Warranties and Conformity of Goods
9.1. Muffle Acoustics Ltd warrants that all Goods will:
- Be of satisfactory quality.
- Conform to their description.
- Be fit for any particular purpose made known to Muffle Acoustics Ltd at the time of purchase, as long as it is reasonable to rely on our skill and judgement.
9.2. Any failure to conform must be reported within 14 days of delivery.
9.3. Third-Party Products
Muffle Acoustics Ltd does not accept liability for any defects in third-party products supplied as part of an order but will endeavour to pass on the benefit of any applicable manufacturer warranties.
10. Liability and Force Majeure
10.1. Muffle Acoustics Ltd shall not be liable for indirect, special, or consequential losses, including loss of profits, business interruption, reputational harm, or data loss, except in cases of death or personal injury caused by our negligence.
10.3. In any case, Muffle Acoustics Ltd's total liability under this contract shall be limited to the price of the Goods giving rise to the claim.
11. Insolvency of the Buyer
11.1. If the Buyer becomes insolvent or is unable to pay its debts, the Seller may cancel any existing Orders and recover Goods already supplied for which payment has not been made.
12. Consumer Rights and Distance Selling Regulations
12.1. Muffle Acoustics Ltd complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
12.2. The right to cancel does not apply to made-to-order or bespoke items as outlined in the above returns policy.
12.3. For non-bespoke Goods, you may cancel within 14 days of receiving the Goods, provided the Goods are in resalable condition and returned at your expense unless faulty.
12.4. Refunds
Upon receiving returned non-bespoke Goods that are in resalable condition, Muffle Acoustics Ltd will issue a refund within 14 days via the original payment method.
13. Clearance Products and Partner Resale
13.1 Nature of Clearance Products
Clearance products include items that are discontinued, overstocked, or classed as “seconds” due to minor cosmetic imperfections. These products are offered at a reduced price and may differ slightly in appearance or packaging from standard new items.
13.2 Product Condition and Buyer Acknowledgement
Clearance items are sold as described. While every effort is made to ensure accurate representation, such products may show signs of prior handling or minor faults. Buyers accept the product condition at the point of purchase and acknowledge that such items may not meet the aesthetic standard of non-clearance products.
13.3 No Returns or Cancellations
All sales of clearance products are final. These items are non-refundable and non-returnable unless they are faulty in a way that was not disclosed or in breach of statutory consumer rights. This clause does not affect your statutory rights under applicable consumer protection legislation.
13.4 Warranty Limitations
Clearance and seconds products are sold with limited or no warranty, unless explicitly stated otherwise. Where warranties are provided, these may be shorter than those applied to standard stock. Any applicable warranty terms will be confirmed in writing at the time of sale.
13.5 Sales Through Resale Partners
Where clearance stock is offered for sale through authorised partners or resellers acting on behalf of Muffle Acoustics Ltd:
13.5.1. Muffle remains the legal point of sale for the customer.
13.5.2. Muffle will handle customer service and delivery logistics.
13.5.3. The partner remains the owner of the goods until sold and agrees to keep the stock in a saleable condition.
13.5.4. Muffle may deduct transaction, handling, and transport costs from partner proceeds as agreed in writing.
13.6 Risk, Delivery & Transport for Clearance Products
Risk in clearance products passes to the customer upon delivery. Muffle will arrange transport using suitable carriers but accepts no liability for transit damage unless notified within 48 hours of delivery.
Where resale partners are involved, they are responsible for ensuring appropriate packaging is available for collection and delivery. Muffle reserves the right to suspend resale if damages, mis deliveries, or complaints become excessive.
13.7 Liability Disclaimer
Muffle Acoustics Ltd accepts no liability for aesthetic defects or minor imperfections disclosed prior to purchase. Any liability for damages is limited to the purchase price of the clearance item.
14. Intellectual Property
All content, including but not limited to product descriptions, designs, and images, on the Muffle Acoustics Ltd website are the intellectual property of Muffle Acoustics Ltd or its suppliers and are protected under applicable laws. Unauthorised use or reproduction is prohibited.
15. Governing Law and Jurisdiction
15.1. These Conditions and all Contracts entered into under them shall be governed by and construed in accordance with the laws of England and Wales.
15.2. Any dispute or claim shall be subject to the exclusive jurisdiction of the English courts.
15.3. Where the Buyer is located outside the UK, any international claims must comply with UK jurisdictional limits, and Muffle Acoustics Ltd retains the right to litigate in the Buyer’s country of residence where applicable.
These terms were last updated on - 24th July 2025