Purpose
This Policy explains warranty and repair arrangements for ORFF CABLE products. Any commercial warranty is additional to statutory rights and does not replace, reduce or limit rights under applicable consumer law.
Commercial warranty
Where a separate commercial warranty is offered with a product, its duration, start date and eligibility conditions will be stated on the product page, order documentation or warranty document supplied with that product.
Even after a commercial warranty expires, you may retain statutory rights where goods are faulty, misdescribed, not of satisfactory quality or not fit for purpose.
Eligible purchase channels and place of purchase
Subject to the product-specific terms, an ORFF CABLE commercial warranty applies to eligible products purchased directly from ORFF CABLE or from an authorised ORFF CABLE dealer or distributor. The seller must have been authorised at the time of purchase.
Current authorised purchasing locations will be shown on our Dealers page. If a seller is not listed, email info@orffcable.co.uk before purchasing and ask us to confirm its status in writing. A marketplace listing, reseller description or use of the ORFF CABLE name does not by itself confirm authorisation.
For a product bought through an authorised dealer or distributor, contact the original place of purchase first. The seller will normally handle statutory remedies and may coordinate warranty service with us. You may also contact ORFF CABLE for product assessment or repair guidance.
Keep the original invoice or receipt showing the seller’s name, purchase date and product. A purchase from an unauthorised seller may not qualify for an ORFF CABLE commercial warranty, although statutory rights against the seller remain unaffected and paid repair support may still be available.
Coverage
Subject to inspection, a commercial warranty may cover defects in materials or workmanship arising under normal, reasonable use, such as:
- Manufacturing defects in conductors or internal wiring
- A connector, splitter or termination failing because of a manufacturing fault
- Assembly or workmanship problems present on delivery
Coverage is assessed from product condition, purchase records and technical inspection without affecting statutory rights.
General exclusions
Unless applicable law requires otherwise, a commercial warranty generally does not cover:
- Normal wear, ageing or minor cosmetic change
- Improper pulling, bending, twisting, coiling, crushing or storage
- Drop, impact, liquid, moisture, extreme temperature, chemical or other external damage
- Damage caused by incompatible equipment, connectors or adapters
- Unauthorised disassembly, modification, soldering or repair
- Damage caused by the customer, a third party or an accident
- Loss, theft, missing packaging or removable accessories
- A fault in an earphone, player or other connected equipment rather than the cable
These exclusions do not apply where liability or a statutory remedy cannot legally be excluded.
Making a warranty or repair request
Email info@orffcable.co.uk with:
- Order number or other proof of purchase
- Place of purchase, including the dealer or distributor name and country where applicable
- Product name and configuration
- Clear description of the issue
- Photographs or video showing the product and issue
- Customer name, address and contact details
Do not send a product before receiving written return instructions.
Initial assessment and return
We may carry out remote troubleshooting and request more information. If physical inspection is required, we will provide return instructions.
Package the product securely and follow the specified return method. Reasonable transport arrangements for a suspected statutory defect or covered issue will be handled according to applicable law and the inspection outcome.
Inspection and remedies
After inspection, and depending on statutory rights, coverage, parts availability and proportionality, we may offer:
- Repair
- Replacement with the same or a reasonably equivalent product
- A price reduction or refund where applicable
- A quotation for an out-of-warranty repair
No chargeable repair will be undertaken before a quotation is provided and accepted.
An identical replacement may not be possible for a limited or discontinued product. Where it is unavailable, we will discuss reasonable options without limiting statutory rights.
Repair time
The estimated inspection or repair time will be confirmed after initial assessment. The actual period depends on the fault, parts availability, international transport and customs. We will provide reasonable progress updates.
Shipping costs
Where a product is confirmed to be faulty, misdescribed or otherwise our legal responsibility, we will meet reasonable return and redelivery arrangements as required by applicable law.
For a product outside statutory or commercial warranty coverage, the customer may be responsible for inspection, repair and shipping charges. Any charge will be explained before work begins.
International returns may involve customs procedures. Follow our instructions to avoid unnecessary charges.
Return address
ORFF CABLE / Grand Audio Design Ltd
62A Queen Street
Portsea
Portsmouth
Hampshire
PO1 3HW
United Kingdom
Written authorisation and return instructions are required before sending goods.
Contact
For warranty or repair assistance, email info@orffcable.co.uk.