Returns & Exchanges
We want you to be happy with your purchase. Our 60 Day Happy Sound Guarantee gives you time to try eligible products at home, with a refund or exchange if they’re not right for you.
60 Day Happy Sound Guarantee
Unwanted Items
If your purchase isn’t right for you, you can return eligible products for a refund or exchange within 60 days of your order date.
To qualify for our extended return, the product(s) must be returned in:
- As-new condition with no scratches or damage.
- Complete with all accessories and manual.
- Original, undamaged packaging (with no tape or writing on the box).
If any of these conditions are not met, we reserve the right to refuse the return or deduct a reasonable amount for the refund to cover any loss in value.
Exchanges
Want a different model, colour or system? Write the product you would prefer in the returns section of your packing slip or on the returns form. If you need advice choosing an alternative, our team can help.
If the replacement costs more, we’ll send you a payment link for the difference. If it costs less, we’ll refund the difference. Your replacement will be sent once your return has been received and checked, any additional payment has been made and the replacement is available.
How To Return An Item
1. Complete Your Returns Details
Complete the returns section of the packing slip included with your order. If you no longer have it, download and print our returns form. Include the completed slip or form with your return.
Tell us which items you’re returning and whether you would like a refund or exchange. There’s no need to contact us before returning an unwanted item that meets our returns conditions.
2. Return Your Item
Send your item to the returns address below using a tracked and insured courier service. You cover the return postage for unwanted items.
Faulty, damaged or incorrect item? Please contact sales@kbaudio.co.uk before sending it back so we can help and arrange the return at our cost.
3. Receive Your Refund Or Exchange
Once your return arrives, we’ll inspect it and aim to process your refund or arrange your exchange within two working days. We’ll email you when your return has been processed.
Returns Address
FAO Returns, K&B AudioUnit P1, Pegasus Building
Daedalus Drive
Lee-on-the-Solent
PO13 9GX
Please take care when returning your items. It is your responsibility to package the item(s) securely for transit. We also recommend that you use a tracked & insured courier.
Refunds & Return FAQs
When Will I Receive My Refund?
We aim to process refunds within two working days of receiving your return. Refunds are issued to your original payment method. Card and Klarna refunds typically take a further 3–5 working days to appear; PayPal timings depend on how the original payment was funded.
Who Pays For Return Postage?
You cover the return postage for unwanted items. We cover return costs for faulty, damaged or incorrect items, so please contact us to arrange these returns.
Will My Original Delivery Charge Be Refunded?
Where applicable, we refund the standard delivery charge. If you chose an express or premium service, the additional upgrade cost is not refunded for a change-of-mind return.
Faulty, Damaged Or Incorrect Items
If something isn’t right, email sales@kbaudio.co.uk with your order number and details of the issue. For damage or an incorrect item, include photos where possible so we can investigate quickly.
For a suspected fault, our team may suggest a few troubleshooting steps. If a return is needed, we’ll arrange it at our cost and explain the next steps for inspection, repair, replacement or refund, as appropriate.
Your rights for faulty goods are separate from our 60-day change-of-mind guarantee. Original packaging is not required for a faulty-item claim.
Frequently Asked Questions
What Condition Should My Return Be In?
What Condition Should My Return Be In?
Your return must be in original, as new condition with no damage, scratches or wear & tear.
The packaging must be complete with all accessories, manual etc.
The packaging must also be in original condition with no tape or writing.
Are There Any Exclusions To The Returns Policy?
Are There Any Exclusions To The Returns Policy?
Yes, there are restrictions on the following items:
- In Ear Headphones
- Turntable Cartridge / Stylus
- Vinyl Records
These items can only be returned unopened and sealed.
Open box and ex-demo items are excluded from our 60 day extended returns policy, for these items the standard 14 days applies.
Who Pays For Returns?
Who Pays For Returns?
For change of mind returns under the Happy Sound Guarantee the shipping costs are your responsibility.
If the item is faulty, damaged or incorrect then we will cover return shipping costs.
You can also return in-store. But please note that the default timelines still apply.
Can I Cancel My Order?
Can I Cancel My Order?
Yes, if you need to cancel an order please contact us ASAP to request cancellation.
If the order has already shipped then it is too late to cancel and you will need to return it using the returns process instead.
Where Is Your Full Returns Policy?
Where Is Your Full Returns Policy?
How Long Do Refunds & Exchanges Take?
How Long Do Refunds & Exchanges Take?
We aim to process all returns within 48 hours of receiving them into our warehouse.
A confirmation email is sent to you once complete.
Refund Timescales
The following timescales are guidelines for how long it takes to receive your money back once your return has been processed.
Credit/Debit Card: 3-5 Working Days
Paypal: Instant
Klarna: 3-5 Working Days
Please note that we are unable to refund to a different payment method from which you placed your order with.
Standard delivery fees will be refunded, if applicable, however optional express or faster delivery options will not be refunded.
Need Help With A Return?
We’re here to help with returns, exchanges and product support. Have your order number ready so we can find your purchase.
Call 02393 190955
Monday to Friday, 9am–5pm.