Refund policy
Audio Emotion Returns & Refunds Policy
We stand by our products 100% and offer comprehensive satisfaction frameworks tailored to where you are shopping from. Please review the specific rules below based on your delivery location.
UK Orders (Extended 90-Day Satisfaction Guarantee)
For orders delivered within the United Kingdom, we offer flexible return options up to 90 days from purchase. Depending on when you request your change-of-mind return, the following resolution options apply:
- Up to 14 Days: Full Exchange, Store Credit, or Refund to your original payment method. (Note: Full refunds are only available within the first 14 days and do not apply to in-person shop purchases or orders involving a trade-in).
- 14 to 28 Days: Exchange or Store Credit only.
- 28 to 90 Days: Exchange or Store Credit, subject to a 25% restocking fee deducted from the final credit value.
- After 90 Days: Returns are no longer accepted (except for warranty repairs).
European Union & EEA Orders (Statutory 14-Day Cooling-Off)
If your merchandise is being shipped into the European Union or the European Economic Area (EEA), you have a legal right under the EU Consumer Rights Directive to cancel or return your order within 14 days of delivery for any reason and without justification, in exchange for a full refund, exchange, or store credit.
Rest of World Orders (USA, Australia, & All Non-UK/EU Locations)
For all international orders shipped outside of the United Kingdom, European Union, and EEA, all sales are final.
- No Change-of-Mind Returns: We do not accept returns, cancellations, exchanges, or refunds for international orders if you change your mind, buy by mistake, or dislike the sonic profile.
- Faulty Goods Only: Returns from these regions will strictly only be accepted if the product arrives damaged, is inherently defective, or is subject to a valid manufacturer warranty claim.
Eligibility, Condition & Unboxing Rules
To be eligible for a change-of-mind return (UK and EU/EEA orders only), your item must be returned in as-new, unused, complete, and re-saleable condition in its original packaging with all included accessories, manuals, and cable ties.
The product must be in the exact condition you would expect to receive a brand-new unit in. A receipt or proof of purchase is required. We reserve the right to reduce the refund value or reject the return entirely if the product shows signs of handling beyond what is necessary to establish its nature and characteristics.
International Shipping & Customs Procedures
- Return Shipping Costs: In all eligible change-of-mind cases (UK and EU), the cost of returning goods is entirely the customer's responsibility.
- Crucial Customs Declaration: For any international return (including faulty items), the package must be clearly marked on the outer customs declaration as: "RETURNED GOODS - RELIEF CLAIMED". If you fail to mark this clearly and Audio Emotion is charged import VAT or duties by UK Customs to receive the item back, this amount will be deducted directly from your refund or credit note.
How to Start a Return
To initiate any return, you must contact our team first for authorisation. Items sent back to us without prior approval will be rejected.
- Email: info@audioemotion.co.uk
- Phone: 01592 407700
- Return Address: Audio Emotion Ltd, Units 18-19 Flemington Road, Glenrothes, FIFE, KY7 5QF, United Kingdom
Exchanges & Credit Notes (UK & EU Only)
- Exchanges: We can exchange your item for another of equal or higher value (you simply pay the difference). If exchanging for an item of lower value, the balance will be issued as store credit. Only one exchange is permitted per transaction, and Price Promise discounts cannot be combined with exchanges.
- Credit Notes: Can be issued for use against future purchases with Audio Emotion.
Damages, Faults & Warranty Issues
Please inspect your order immediately upon arrival. Contact us right away if an item is defective, damaged, or if you receive the wrong product so we can evaluate and resolve the issue.
- All faulty items must be returned complete.
- Faulty items will be repaired or replaced under the terms of the manufacturer's warranty.
- Audio Emotion will cover or reimburse reasonable return shipping costs only for items verified by our tech team to be genuinely faulty or damaged upon arrival.
Exceptions / Non-Returnable Items
Certain items cannot be returned under any circumstances:
- Custom Products: Special orders, bespoke cables, or personalised items.
- Gift Cards: Non-refundable and cannot be exchanged for cash.
- Trade-In Orders: If a trade-in item was accepted as part of the transaction, cash or card refunds are strictly prohibited.
Refunds & Processing Time
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
- Approved refunds are processed automatically back to your original payment method within 10 business days.
- Depending on your bank, it typically takes an additional 2 to 5 business days (debit cards) or 3 to 7 business days (credit cards) for funds to clear into your account.
- If more than 15 business days have passed since approval and you haven't received your funds, please contact us at info@audioemotion.co.uk.
