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FAQ - Frequently Asked Questions

General Information

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Ordering

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Shipping and Delivery

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Returns and Refunds

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Accounts and Payments

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Website Support

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General Information

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Ordering

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Shipping and Delivery

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Returns and Refunds

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Accounts and Payments

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Website Support

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General

1

Who can buy from Leisuretec?

We are a trade-only distributor supplying to AV hire production companies, installers, system integrators, dealers, and other AV professionals. You must hold a trade account with us to place an order.

2

How do you define a trade customer?

A trade customer is a business or professional operating within the audio, lighting, video, or special effects industry who purchases products for installation, hire, resale or commercial use. This includes AV hire production companies, system integrators, installation contractors, resellers, retailers, and other professionals working on commercial or professional AV projects. We are a B2B supplier and do not sell to the general public or end users.

3

How do I apply for a trade account?

You can apply for a trade account by completing our trade application form. A member of our team will contact you once your application has been reviewed.

4

How do I place an order on your website?

You must be a trade customer to place online orders. If you are not a customer, apply for a trade account here. If you are an existing customer but don't have a website login, contact our team so we can get you set up.

5

What brands do you distribute?

We offer a wide range of market-leading brands across professional audio, lighting, video, special effects and ancillary. As UK distributors for many manufacturers, we provide competitive trade pricing, technical support and fast access to stock. See our brands here or get in touch to discuss your requirements.

6

Can I get product advice or technical support?

Of course! Our experienced and knowledgeable technical team are here to help you choose the right products and support you before and after the sale. Give us a call or drop us an email, whichever is most convenient for you.

7

What do you mean by competitive trade pricing?

As a trade customer, we offer you a trade discount from the manufacturer's suggested retail price to make sure you can make a healthy profit when installing, renting or selling your AV equipment and services. We aim to make your trade discount as competitive as possible, giving you the best price up front. If you find a better deal elsewhere, talk to us - we'll do our best to match it where possible.

8

Do you attend trade shows?

We proudly exhibit at PLASA London in September and PLASA Focus Leeds in May. Visit our blog on the lead up to these shows to get your free tickets. We're quite relaxed at our shows - you're welcome to to let our team know in advance that you're attending or just drop by the booth for a conversation.

9

Do you offer training opportunities?

Before Covid, we hosted regular audio, lighting and video training events in our state-of-the-art training facility, the TecZone. With more training materials now readily available online, we find it more effective to organise training sessions on request to help with a specific product, technology or challenge. We will usually organise our events in close partnership with our manufacturers, to make sure you're talking directly to the experts behind the products. If you do have any training requirements, please get in touch and we can explore the various ways in which we can help.

10

Can you help me specify my large AV project?

Yes, absolutely. Our experienced team is here to support you with specifying products and building tailored solutions for projects of any size. Whether you're working on a complex installation, a multi-zone audio system, or a full-scale AV integration, we’ll help you choose the right equipment for performance, compatibility, and budget. As a trade-only supplier, we expect our customers to have the technical skills, product knowledge, and professional experience required to design, install, and support their own end-client solutions. Our role is to back you with the right products and advice so you can deliver high-quality, reliable AV systems with confidence. Contact our team on 01525 850085 to get started with your project.

11

Can I visit Leisuretec to collect an order or discuss a project?

Yes, absolutely. You're welcome to visit us by appointment to collect your order or meet with our team to discuss your requirements. While we don’t operate a traditional trade counter, we’re fully equipped to process orders and provide expert support on site. Just contact us in advance to arrange a suitable time and we’ll make sure the right people are available to help you.

12

Where are you based?

We’re based in Leighton Buzzard, Bedfordshire. If you'd like to collect an order or make an appointment with our team, please contact us in advance to arrange a time.

13

What are your opening hours?

Our standard business hours are Monday to Friday, 9:00am to 5:30pm (excluding public holidays). Orders placed outside of these hours will be processed the next working day.

14

I can't find a product on your website?

We list most of our products on our website but there are some exceptions. If you can't find the product you're looking for, please contact us on 01525 850085.

15

I am a supplier/manufacturer. Can I sell my products through Leisuretec?

We're always open to new supplier relationships that fit into our current product portfolio! For this, it's best to send a general enquiry to sales@leisuretec.co.uk and our team will forward your message to the correct person to discuss your opportunity.

16

Can you help with discontinued or legacy products?

We’ll always do our best to support legacy products whether it’s identifying replacements, sourcing end-of-line stock, or providing technical advice. Please contact our sales or support team with the details and we'll be happy to help.

Ordering

1

How do I place an order?

You can place an order via our website once logged into your trade account, by calling our team on 01525 850085 or by emailing us at sales@leisuretec.co.uk.

2

Can I check stock levels?

Yes! Once logged in, our website shows availability for all of our products. You can also check stock by contacting our team.

3

Can I place an order over the phone?

Assuming you are an existing trade customer, of course! We have an internal sales team ready to answer your enquiries and support your requirements. We also have an expert technical sales team who can help with technical questions, specific technical challenges and project specifications on audio, lighting and video. Call us on 01525 850085 to speak to a member of our friendly team.

4

Can I cancel my order?

Yes, but only if your goods have not yet been collected by our couriers. Our last courier collection is between 16:00 to 17:00 Monday to Friday. If you need to cancel or change an order, please call us before 16:00. It is worth noting that our couriers also conduct numerous sweep collections throughout the day, so even if you call before our last collection, there still may be a chance that your order has already been collected by our courier. Once your order has been collected by our courier, it can no longer be cancelled. In such circumstances, your order can still be returned, assuming it meets all of the criteria detailed in our Returns and Refund Policy.

5

Can I change an order once it's been placed?

Yes, but only if your goods have not yet been collected by our couriers. Our last courier collection is between 16:00 to 17:00 Monday to Friday. If you need to cancel or change an order, please call us before 16:00. It is worth noting that our couriers also conduct numerous sweep collections throughout the day, so even if you call before our last collection, there still may be a chance that your order has already been collected by our courier. Once your order has been collected by our courier, it can no longer be cancelled. In such circumstances, your order can still be returned, assuming it meets all of the criteria detailed in our Returns and Refund Policy.

Shipping and Delivery

1

Do you offer next day delivery?

Yes. We offer next-working-day delivery to UK Mainland as standard for all in-stock items ordered before our cut-off time. Please check our delivery post codes and zones to see where is available for next-working-day delivery.

2

Which couriers do you use?

We use a combination of DPD and Palletways to ensure your goods arrive safely and on time. We use DPD for smaller consignments and may opt to use Palletways for larger consignments that require a pallet.

3

Which postcodes do you deliver to?

We deliver to all postcodes in the UK. We split the UK into 8 zones based on the delivery services available from our couriers:

Zone | Service | Postcodes

UK Mainland | NEXT WORK DAY, NEXT DAY BY 1030, NEXT DAY BY 1200, SAT BY 1200, TWO DAY | All postcodes except for the below

Scottish Highlands | TWO DAY | HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

Scottish Islands | TWO DAY | AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

Channel Isles | NEXT WORK DAY, TWO DAY | GY1-10, JE1-5

Isle of Man | TWO DAY | IM1-9, IM86-IM99

Isle of Wight | NEXT WORK DAY | PO30-41

Scilly Isles | TWO DAY | TR21-25

Northern Ireland | NEXT WORK DAY, TWO DAY | BT1-94

4

Are any post codes not reachable for next day delivery?

Postcodes unreachable for next working day delivery are Scottish Highlands (HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3), Scottish Islands (AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50), Isle of Man (IM1-9, IM86-IM99) and Scilly Isles (TR21-25). Please see Delivery and Shipping Question 1 for more information on our courier service zones, postcodes and delivery speeds.

5

Can I choose a specific time or day for my delivery?

The shipping services we offer are:

  • Next working day
  • Next working day by 10:30
  • Next working day by 12:00
  • Saturday by 12:00
  • Two day (only available for remote locations)

If shipped with DPD, you should receive delivery updates and tracking links vis SMS or email.

6

Can I collect my order?

Yes! We have many local customers who choose to collect. You can select the Customer Collection on our online checkout or request this on the phone. Orders placed for collection should usually be ready within an hour. If your order is more urgent than this, let us know and we can prioritise the preparation of your order. We do not charge for customer collections.

7

Can you deliver to a PO box address?

Our couriers are unable to deliver to PO boxes.

8

Can I have my order redirected to another address?

Only if the goods have not yet been despatched from our warehouse. Our courier collects from us on weekdays between 16:00 and 17:00. If you need to redirect your order to another address, please let us know before your goods have been despatched.

9

How do I track the delivery of my order?

We use DPD for smaller consignments and Palletways for larger or palletised shipments. DPD will send you delivery updates and tracking links vis SMS or email, and Palletways should notify you with a rough time slot of when they expect to deliver your goods.

10

Do you deliver to Northern Ireland?

We can deliver your goods to Northern Ireland on an overnight service (next working day) or a two day service, depending on which delivery speed you choose when placing your order.

11

Do you deliver to the Channel Isles?

We can deliver your goods to Channel Isles on an overnight service (next working day) or a two day service, depending on which delivery speed you choose when placing your order.

12

Do you deliver to the Republic of Ireland?

We currently do not ship goods outside of the UK. If you require delivery to Republic of Ireland, the Europe or Rest of World, we ask that you organise your own courier collection. Please get n touch for more information.

13

Do you do ship internationally?

We can prepare goods for export, but we ask that international customers arrange their own collection and shipping. All export sales are ex-works (EXW) from our UK warehouse.

14

What does 'Ex-Works' (EXW) mean for international orders?

'Ex-Works' (EXW) is a trade term we use for export orders. It means that we make the goods available for collection from our UK warehouse, and the buyer is responsible for arranging the rest of the shipping process. This includes collecting the goods, organising international transport, handling export and import paperwork, and covering all shipping costs, insurance, and customs duties.

This approach gives our international customers full control over how their goods are shipped. If you're placing an export order, we’ll let you know when your items are ready for collection - then you can instruct your courier or freight forwarder to collect from us.

15

How long will it take for my order to arrive?

Depending on how which shipping service you select, your goods should arrive between one and two working days.

16

What happens if I'm not in to receive my order?

If you are not in when our couriers try to deliver your goods, DPD will try to redeliver your goods next day, and Palletways will return your shipment to their depot, requiring a redelivery free before attempting to redeliver your goods. Please make sure you have someone available to receive your order. If you are not available to receive your order and your goods fail to be delivered, we cannot be held responsible for any redelivery fees that may be incurred. You will be expected to pay these before redelivery is attempted.

17

What if I order on the weekend?

All orders placed during hours that we are closed will be despatched as soon as our team arrives back on the next working day. Please bear in mind that we close the business for UK bank holidays.

18

What if I order on a bank holiday?

Good question! We close the business for all UK bank holidays, so if you place an order whilst we are closed, your order will be despatched as soon as our team returns on the next working day.

19

What should I do if my order hasn't been delivered yet?

First of all, please check your SMS, email or App updates from DPD to find a tracking link. If your order is late, please contact us on 01525 850085 and we'll investigate this as a matter of priority.

20

What is Leisuretec's approach to sustainable packaging?

To minimise our carbon footprint and waste, we try to recycle as many cardboard boxes and internal packaging as possible. The majority of cardboard boxes we use are recycled from incoming stock shipments that arrives to Leisuretec. We shred any surplus cardboard for use as internal packaging, and therefore don't need to purchase plastic air pillows or other internal packaging. We do ship more valuable items in an LDPE 4 (low-density polyethylene) recyclable plastic material, which protects your goods from damage and theft. All of our cardboard and plastic packaging is recyclable, so please make sure you dispose of it sensibly.

Returns and Refunds

1

What is your returns policy?

You can find our Returns and Refund Policy here.

2

How do I arrange a return?

If you need to return a product, the first step is to complete our Returns Request Form so we can issue you an SOR (Sales Order Return) number. This helps us process your return quickly and efficiently. You can view our full Returns and Refund Policy for details on eligibility, restocking fees, and timeframes.

Once you have submitted your Return Request Form, a member of our team will contact you within one working day to issue you with an SOR number. and instructions on what to do next.

When your goods arrive back to us, we will inspect the unit to establish what action should be taken next. Our service team will keep you updated throughout this process so you know the status of your return.

3

What is your returns address?

Our returns address is: Service Department, Leisuretec Distribution Ltd, Unit L3, Cherrycourt Way, Leighton Buzzzard, Bedfordshire, LU7 4UH, UK

4

How do I ship my return item (s) to you?

As a trade customer, you are expected to organise the shipment of your returned items (s). It is your responsibility to make sure your returned item (s) arrive to us safely, and meet the Conditions of Return detailed in our Returns and Refunds Policy. We look at each situation on an individual basis and will accept responsibility where the mistake is ours - and in such circumstances may organise a collection for your item (s) at our cost - but we cannot be held responsible where the customer has made an error.

5

Can I return more than one item at a time?

Yes, our return request form lets you return multiple items at a time. When completing the form, select the number of items you need to return, and then complete the information required for each item.

6

Can I exchange my item for something else?

Assuming that your item meets the conditions for return in our Returns and Refund Policy, then yes, you can exchange your item for something else. If the item you wish to exchange for has a higher than your exchanged item , you will be required to pay the difference. If the item you wish to exchange for is less value than your exchanged item, your account will be credited with the difference. You can use this credit on your next order or we can refund it to you via the original payment method.

7

Do you refund delivery charges?

We look at each situation on an individual basis and will accept responsibility where the mistake is ours, but we cannot be held responsible where the customer has made an error.

8

Have you received my returned item (s)?

Our customer service team should notify you when we have received your item (s). If you haven't received notification of receipt, please contact our service team on 01525 850085 or service@leisurete.co.uk.

9

What is your warranty period?

Our warranty varies for all of our manufacturers. For more information on product warranties, please contact our service team on 01525 850085 or service@leisuretec.co.uk.

10

How long does a refund take to arrive in my bank?

Once your refund has been processed by our team, it should take between 3-5 days to arrive in your bank account. If you are expecting a refund and it is late, please contact us on 01525 850085 or accounts@leisuretec.co.uk.

11

I'm missing an item from my order What should I do?

If you are missing an item from your order, please call our team on 01525 850085 and we will investigate this immediately.

12

I've received a faulty item. What should I do?

If you have received a faulty item, you will need to request a return via ourreturns page. Please also contact our customer service team on 01525 850085 or service@leisuretec.co.uk.

13

I've received an incorrect item in my order. What should I do?

If you have received an incorrect item on your order, please contact our customer service team on 01525 850085 or service@leisuretec.co.uk so we can investigate this immediately.

14

Can you help with spare parts?

Yes, we can help you with access to spare parts for all of our brands. Please contact us to discuss your requirements.

Accounts and Payments

1

How do I apply for a trade account?

You can apply online by filling out our trade account application form. One of our team will be in touch once your application has been reviewed.

2

Do you offer credit terms?

Yes. We offer credit accounts to approved customers. Terms are subject to a credit check and ongoing account review.

3

What payment methods do you accept?

We accept payments by bank transfer, credit/debit card, and cheque.

Website Support

1

I'm having trouble logging into my account

To log in to your trade account, enter your email address on the login page and we’ll send you a one-time code to access your account. If you don’t receive the code within a few minutes, please check your spam or junk
folder, just in case it landed there.

We use this secure, code-based login system to protect your account and ensure only authorised users can access sensitive trade pricing,
order history, and account details, without the need to remember a password.

If you're still having trouble, make sure you’re using the correct email address registered to your trade account. If you’re unsure or need help updating your details, contact our team and we’ll be happy to assist.

For urgent orders or access issues, you can also call us on 01525 850085 and we’ll help you place your order directly.

2

What should I do if I didn't receive my login code?

Check your spam or junk folder, as the email may have been filtered. Make sure you’re using the correct registered email address. If you still don’t receive the code, contact us and we’ll help you troubleshoot.

3

I’ve created an account, but I can’t see trade pricing or place an order - why?

While anyone can register an account on our website, only verified trade customers with an approved B2B account will have access to trade
pricing and the ability to place orders.

 

If you've created an account but it's not yet linked to a trade account, you'll only see retail pricing (including VAT), and the checkout options will be hidden. This is because our website is built on a flexible platform that also supports retail functionality, but Leisuretec is strictly a B2B distributor.

 

To gain full access, including exclusive trade pricing and ordering features, please apply for a trade account, or contact our team to link your website login to your existing trade account.

4

Why can't I see trade prices or stock levels?

Prices and stock levels are only visible to approved trade customers when logged in. If you're logged in and still don’t see this information, your account may not be fully verified or linked to a trade account. Please contact us and we’ll be happy to check for you.

5

Can I change the email address on my account?

Yes. Please contact our team and we’ll update your login email address for you. For security reasons, this can’t be changed manually via the website.

6

Can I have multiple users on one trade account?

Yes. If you have a larger team, we can create individual logins for each staff member under your main trade account. Just let us know who needs access and what level of permission they require.

7

Can I place an order over the phone instead of online?

Yes. Our sales team is happy to take orders by phone or email if you prefer not to use the website. Call us on 01525 850085 or contact your account manager directly.

8

How do I build a Project List?

Our Project List feature lets you create and manage multiple wish lists for different jobs, helping you stay organised across projects and streamline your purchasing process.


To build a Project List:

  1. Make sure you’re logged into your account.
  2. Browse products and click "Add to Project List" on any item you want to save.
  3. You can create a new list or add to an existing one - name your lists based on the project or client to keep things clear.

You can create as many Project Lists as you need, and easily share them with colleagues or clients by using the "Share" option. This makes it simple to collaborate on product selections or send a kit list for approval.


When you're ready to place an order, you can add items from a Project List directly to your basket.

9

Do you have an app I can buy from?

We don't currently have an app, but we have optimised our trade website to give you a good browsing experience on all devices and screen sizes.

10

Your website isn't working properly - what should I do?

If you're having trouble accessing parts of the site, seeing incorrect prices, or running into login or display issues, it may be due to saved cookies or cached data in your browser.


Here are a few steps you can try:

  1. Refresh the page or try opening the site in an incognito/private window.
  2. Clear your browser cache and cookies, then reload the page.
  3. Try a different browser (we recommend using the latest version of Chrome, Edge, or Safari).
  4. Make sure your browser is up to date to ensure full compatibility.

If the issue continues, feel free to contact our team with a description of the problem (and screenshots if possible), and we’ll help get it resolved quickly.

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