Returns Policy
Audio Sanctuary is a long-established and trusted supplier of audio products to a global marketplace. We take every care to ensure all goods we supply are from reputable manufacturers, exactly as described, complete, and in full working order.
All products listed on our website are supplied brand new, except where clearly stated in the product title and/or description. Non-new example descriptions include; ex-demo, open-box, second-hand, etc. If you have any questions concerning a product, please contact us before ordering.
We fully understand that there may be occasions when you wish to return goods to us. Our returns policy and returns procedure is explained below, to assist you with your return, and to help you purchase from Audio Sanctuary with confidence.
If you have any problems or questions regarding a new return, or one that is in progress, please do not hesitate to contact us.
Your Rights
All our policies exist within your consumer rights, as outlined by the following acts:
In addition, the following guide by Which? is useful in understanding faulty goods:
In Brief
You have the right to cancel the purchase of your goods within 14 days.
You have the right to return your goods if they are incorrect, faulty, or not as described.
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple consignments, the 14-day period begins when you receive the last consignment.
Upon safe receipt of returned faulty goods, Audio Sanctuary will refund you the full amount, including postage, within 14 days of their arrival at our premises.
Upon safe receipt of returned non-faulty goods, Audio Sanctuary will refund you the full amount within 14 days of their arrival at our premises.
Please note that goods must be returned exactly as supplied. Audio Sanctuary are entitled to make appropriate deductions if the value of the goods has been reduced as a result of you handling them, for instance if a seal has been broken. Unsealed items can no longer be resold as new.
Exceptions
Due to hygiene reasons we are unable to offer refunds on any item which - once used - has been in personal contact with your body. This includes headphones, earphones, ear pads, ear buds, ear tips, headbands etc. This does not apply to faulty items.
Any made-to-order products (e.g. Custom cables, custom terminations, custom lengths) cannot be returned due to the bespoke nature of their manufacture. This does not apply to faulty items.
We do not accept returns due to non-payment of customs fees, taxes or import charges. If you are ordering goods for delivery outside of the UK, please ensure you check the import fees and taxes payable.
All returned items will be thoroughly tested.
In exceptional circumstances we may agree to accept a return for custom products, however we reserve the right to charge an appropriate restocking fee.
If your return falls into these categories, please contact us in the first instance before starting the returns procedure.
Online Returns Procedure
Please note that our preferred route is for you to contact us before initiating any return. However if you choose to submit an online returns request, here is what to do:
- Sign in to your Audio Sanctuary account.
- Navigate to: MY ACCOUNT > ORDERS
- Click the ID number of the order you wish to return.
- Click "Request a replacement or refund"
- Choose either REPLACE ITEM or REFUND from the dropdown list.
- Check the box next to each product(s) you wish to either replace or return.
- Choose the QUANTITY you wish to return.
- Select a REASON from the dropdown list.
- Add a comment or further explanation, if you wish.
- Click RETURN.
What Happens Next?
You have now started the returns process, notifying us that you wish to return one or more items. You will receive an email confirming your request, plus a Packing Slip which you will need to include with your returned items.
Once we process your request, we will:
- Contact you via email with an authorisation code and organise the return of your goods to us. Please note that non-UK customers are liable for all return shipping costs.
- Upon receipt we will inspect the returned goods. If satisfactory we will process a full refund. Refunds are normally processed within 14 working days on safe receipt of the item using the same method of payment as the original purchase. Please note that depending on your bank, refunds can take between 2-3 working days to arrive back into your account.
When returning your goods to us, please include a copy of your returns packing slip and ensure everything has been carefully & securely packaged.
More Information
Please see below for more details on the different reasons for returning an item to us:
- Wrong Item Ordered
Please ensure the unwanted item is complete, unused and in "as new" condition. If you have opened the carton to examine the product, the product or packaging must not be damaged in any way. If the carton has been sealed then this seal must not be broken otherwise we cannot offer a refund. The item should be returned with the original carton, packaging and all accessories. Any free gifts, special offers or promotional items that may have been received with your product(s) must also be returned.
- Wrong Item Supplied
Our procedures normally ensure all items are double-checked before shipping, to exactly match your order. However, errors may sometimes occur. If you have been supplied the wrong item then please contact us in the first instance so we can advise. You may also return the item(s) by choosing either: "Wrong Description Online" or: "Wrong Item Delivered" during the online returns procedure.
- Item Faulty
Should a fault occur with your goods within 28 days of delivery you will be offered the choice of a replacement or refund. Beyond this timescale we will respond to your individual circumstances and assist as much possible, which may include repair or contact with the manufacturer to resolve the issue. In all cases of fault please contact us in the first instance, so we can advise.
- Item Damaged In Transit
We and our couriers take the greatest possible care when delivering your order, however if in the unlikely event that your parcel shows signs of damage when delivered then please contact us and report the damage within 3 working days.
For deliveries where a signature is required, please make sure that you sign for the consignment as "Damaged".
- Item Not As Described
On extremely rare occasions, a product may have had an incorrect description displayed. If you have ordered an item as a result of our error or omission in describing the product, please accept our sincere apologies. Contact us directly and we will rectify the situation.
