At K&B Audio we are committed to providing high-quality products from top brands that you’ll enjoy trouble-free use of for many years, however we understand that there may be times when you need to return or exchange something that you’ve bought.
Happy Sound Guarantee
Thanks to our Happy Sound Guarantee, you have up to 60 days to decide whether you want to keep the item or not.
If you decide it’s not suitable for you then you can return it to us for exchange or a full refund provided that the item is packaged up in as-new condition with all original packaging and accessories.
How To Return An Item
Returning an item to us is simple. Provided it's within the 60 day returns timeline (from date of your order) and in original packaging simply return the item to us requesting a refund or exchange
Our rules are simple, we understand that you need to open and test the item to decide whether or not you’re keeping it, so provided it’s packaged up as new with all original packaging intact and all accessories and within the timeframe then we will accept the return/exchange.
If the packaging is damaged or missing or if the item is not complete then it will be returned to you.
Unit 6 Glenmore Business Centre
Please make sure you include your name, order number and reason for return and ensure it is well packaged - otherwise we will not be able to process the return.
All of our products have their serial numbers tracked against your order details so please ensure the correct item is returned to us.
Note: Items bought as OPEN BOX, which are clearly indicated on the product pages, are excluded from the Happy Sound Guarantee. They come with full manufacturers warranty however the statutory returns period of 14 days apply, after which we are unable to accept returns.
As we already offer amazing prices, guides, customer service and an extended returns period beyond most of our competitors, all we ask is that you cover postage costs for return of unwanted items
We suggest using www.parcelmonkey.co.uk to arrange a label or collection as their pricing is very competitive and makes the whole process much easier.
Important Note: The parcel remains your responsibility until it arrives with us so please ensure that it is well packaged and sent on a tracked and insured courier service. If your item is damaged on arrival due to insufficient packaging then we will be unable to offer a refund.
All refunds are processed to the original payment method within two working days after the day of receiving the items back in our warehouse, so for example if your item arrives with us on Monday we aim to have it processed by end of play Wednesday.
A confirmation email is sent to you once complete.
We are unable to refund to a different payment method from which you placed your order with.
Refunds to debit/credit cards or to Klarna usually return to your account within 3-5 working days and PayPal refunds are instant.
Standard delivery fees will be refunded, if applicable, however optional express or faster delivery options will not be refunded.
Faulty Goods Info
In the unfortunate event that your item arrives incorrect, damaged or becomes faulty please contact us and we will resolve the issue ASAP.
If the item is incorrect we will arrange return and re-send of the correct item.
If the item is damaged we will arrange return and re-send of the item - please send a picture of the damage to firstname.lastname@example.org along with your order details.
If the item is faulty we will arrange a free returns label** to get the item back for testing and resolution under warranty.
All of our products come with a manufacturer's warranty which starts from your date of purchase and the warranty length is indicated on the product pages.
We must follow the manufacturer process for all warranty claims so we typically are not able to provide an advance replacement, the item must first be returned to us for testing and fault confirmation then we can replace it under warranty.
Our process with faulty goods is as follows;
- Fault Is Reported
- Troubleshooting With Our Team Via Email And / Or Phone
- Item Is Returned To Us & Tested In House
- We Liaise With Manufacturer & Arrange Resolution
- Item Is Returned To You Working Or Replaced
We understand that a faulty item is frustrating but in all cases you must first allow us to run through troubleshooting with you as often faults are down to setup or user error and can quickly and easily be resolved without having to return anything.
If you’re not able or willing to do fault-finding then we will not be able to provide you with a pre-paid returns label, however you are welcome to return it to us at your own cost for in-house testing.
Our team will provide you with a free return label allowing you to drop the item into a local post office or, in certain circumstances, DPD collection from your home at our cost.
All returns labels are 48 hour delivery and we aim to test faulty goods within 24 hours of them being received into our warehouse.
Please note that if you return a faulty item by any other postage method then we will not be able to offer a postage refund.
If your product becomes faulty within the first 30 days from when you received the item then you are entitled to a full refund or an exchange.
If your product becomes faulty after 30 days then we will work with you under the manufacturer warranty to repair or replace the item.
If however your product is outside of the warranty period then we are unable to help with a repair or replacement under warranty. Unfortunately you will need to purchase a replacement item.
* If you are within the first 30 days, your product is faulty and you are requesting a refund rather than a replacement then please ensure that you get a free returns label from us as we are physically unable to refund more than your original order amount so cannot retrospectively refund any postage costs. Alternatively we can send the postage refund to your PayPal account.
** If your returned item is found not to be faulty we will not be able to refund the postage fees but, provided it is returned within 60 days of your order being placed, we can process a refund on the product. If we have provided a pre-paid returns label then your refund will be less £10 to cover the return postage costs.