Refund policy

We want you to be happy with your purchase from K&B Audio. This policy explains our 60 Day Happy Sound Guarantee, how to return an item and your rights if you change your mind or something goes wrong.

Our Happy Sound Guarantee is additional to your statutory rights. Its conditions and exclusions do not restrict your legal rights.

60 Day Happy Sound Guarantee

You can return eligible products for a refund or exchange within 60 days of your order date. Please send your return within this period and retain proof of postage.

You can open and test the product to decide whether it suits your needs. To qualify for this extended guarantee, it must be:

• In as-new condition, without scratches, damage or signs of permanent installation.
• Complete with all accessories and manuals supplied.
• In its original, undamaged packaging.

Please check that products suit your needs before installing or modifying them. You may return all or part of your order, subject to these conditions.

Open Box, bespoke, custom-made and special-order items are excluded from the extended 60-day guarantee. Your statutory cancellation and faulty-goods rights are explained below.

If an item does not meet the extended guarantee conditions, we will explain why and discuss the next steps. We will assess any statutory rights separately.

Your Right To Cancel An Online Order

For most online purchases, you can cancel without giving a reason from the time you order until 14 days after delivery. Where goods from one order arrive separately, this period normally runs from delivery of the last item.

Tell us clearly that you wish to cancel before the cancellation period ends. You can email sales@kbaudio.co.uk, call 02393 190955 or write to the address below. Include your order number if available.

Once you have notified us, you have a further 14 days to send the goods back. You pay the direct return costs for unwanted items.

You can inspect goods as you would in a shop. The as-new and original-packaging conditions of our extended guarantee do not apply as blanket restrictions to a statutory cancellation. Where legally permitted, we may deduct an amount for any loss in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning. We will explain any proposed deduction.

Statutory change-of-mind cancellation rights generally do not apply to goods made to your specifications or clearly personalised. An ordinary catalogue item being ordered specially for you does not, by itself, remove those rights. Faulty-goods rights still apply.

Open Box Products

Open Box products are excluded from our extended 60-day guarantee but include a full manufacturer's warranty. For online Open Box purchases, the statutory cancellation rights above normally apply, including the further 14 days to send goods back after notifying us.

Your rights if the product is faulty, not as described or unfit for purpose remain unaffected, taking account of its description and any condition issues disclosed before purchase.

How To Return An Item

1. Include your details. Complete the returns section of your packing slip or use the printable form on our returns page. Alternatively, include a note with your name, order number and whether you would like a refund or exchange.
2. Pack the item securely. Protect the product and its retail packaging with suitable outer packaging. Follow any manufacturer instructions for transport, especially for turntables.
3. Send it to our returns address. For unwanted items, arrange return postage at your own cost. We recommend a tracked service with suitable insurance and keeping your proof of postage.

There is no need to contact us before sending an eligible unwanted item back under the Happy Sound Guarantee. If you are exercising your statutory cancellation right, make sure you notify us within the cancellation period as explained above. Using our form is optional.

For faulty, damaged or incorrect items, please contact us first so we can help and arrange the return at our cost.

Returns Address

FAO Returns
K&B Audio Ltd
Unit P1, Pegasus Building
Daedalus Drive
Lee-on-the-Solent
PO13 9GX

You can also return items in person. Please contact us before travelling. These returns follow our usual inspection and refund process, so we cannot guarantee an immediate refund at the premises.

Refunds & Delivery Charges

We aim to inspect unwanted returns and process refunds within two working days of arrival. We will email you once your refund has been issued.

For statutory cancellations, we refund without undue delay and no later than 14 days after receiving the goods or evidence that you have sent them back, whichever is earlier. If no goods were supplied, we refund within 14 days of being informed of your cancellation.

Refunds go to your original payment method unless we expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may take additional time to display the refund.

• Whole-order unwanted returns: we refund any standard outbound delivery charge paid.
• Express or premium delivery: for change-of-mind returns, we refund only the equivalent standard delivery charge. The additional upgrade cost is not refunded.
• Part-order unwanted returns: we do not normally refund the original delivery charge where the same charge would have applied to the items you keep.
• Free delivery: there is no outbound delivery charge to refund.

These change-of-mind delivery rules do not limit any reimbursement you are legally entitled to for faulty, damaged or incorrect goods.

Exchanges

If you would prefer another product, include its details with your return or contact us for help choosing. If it costs more, we will send you a payment link for the difference. If it costs less, we will refund the difference.

We will arrange the exchange once your return has been received and checked, any additional payment has been made and the replacement is available.

Faulty, Damaged Or Incorrect Goods

If your order arrives damaged or incorrect, or develops a fault, contact sales@kbaudio.co.uk with your order details and a description of the problem. Photos or video can help us understand the issue, where practical.

Our team may suggest troubleshooting steps and may need to inspect or test the product. We will explain the next steps and cover reasonable return costs where goods are faulty, damaged or incorrect. Please let us arrange a prepaid label or collection wherever possible.

Original packaging is not required for a faulty-goods claim. Please still pack the item safely for transport. If you need help with packaging, contact us.

Your Faulty-Goods Rights

• Within the first 30 days: you normally have the right to reject goods that are faulty, not as described or unfit for purpose and receive a full refund. You may choose a repair or replacement instead.
• After 30 days: you can normally require a repair or replacement, subject to the legal rules on feasibility and proportionate cost. This must be provided free of charge, within a reasonable time and without significant inconvenience.
• If the remedy fails: you may be entitled to a price reduction or to reject the goods if a repair or replacement is unsuccessful, unavailable or not completed within a reasonable time and without significant inconvenience.

A lawful deduction for use may apply to a final-rejection refund after the first six months. It does not apply to these goods when rejected within the first six months. Where you are entitled to a faulty-goods refund, we issue it without undue delay and within 14 days of agreeing that you are entitled to it.

If testing does not reproduce a reported fault, we will explain our findings and discuss the issue with you. If the return is instead agreed to be an unwanted-item return, we will explain and agree any applicable return-label charge before deducting it from your refund.

Manufacturer's Warranty

Our products include a manufacturer's warranty, with the duration shown on the product page. We can help arrange assessment, repair or replacement under the applicable warranty terms.

A manufacturer's warranty is additional to your statutory rights. Those rights may continue after the warranty expires. Manufacturer procedures do not replace K&B Audio's legal responsibilities as the retailer.

Need Help?

Email sales@kbaudio.co.uk or call 02393 190955, Monday to Friday, 9am–5pm.

For practical return instructions and the printable returns form, visit our returns page.