Returns & Credits
We want you to be completely happy with your purchase from the American Audio Company. We are sure that through reading our website (as well as other) and calling on our expertise where needed, you will create an order you will be really happy with.
But we do understand that your needs or the requirements of your system may change, this is why our unique 45day Policy makes returning a product you have purchased from us quick and easy.
When your order is delivered, please check your purchase thoroughly and as soon as possible, you must advise us of any discrepancies, missing components or damage within 3 business days of delivery. Any such claims after this cut off cannot be rectified.
When unpacking & checking your order, please take care to maintain its condition and all of its packaging, including any accessories, operating & installation manuals. We want you to be completely confident in the products your receive from us and to be 100% satisfied with it, please DO NOT install or configure any part of your order unless you are completely happy with it all. Set Up or Installation could affect the performance or restock condition of your order.
If you no longer wish to keep a product, you can arrange to return it to us within 45 days of its delivery, subject to the following policy:
Within 14days* : We will refund, exchange or credit your American Audio account with the full purchase value of the item or items returned, according to your requirements.
Between 15 & 28days** : We will exchange and / or credit your American Audio account with the full purchase value of the item or items returned.
Between 29 & 45days*** : We will credit your American Audio account with a maximum of 70% of the purchase value of the item or items returned.
To return items, you must request a RMA authorisation & reference number from American Audio Co, using firstname.lastname@example.org. Hopefully we will have spoken to you before this to try to rectify any issues and this should make the process easier. Items must arrive with us within 7 working days of the RMA Issue, unless agreed by us in writing (email only)
* 14 Day Refunds will be credited within 7 business days of us receiving & testing the product, We will only use the original method of payment.
** Any of your items returned within 28days can be exchanged for another from our store, of equal value or higher. If higher you will be asked to pay the difference before we arrange shipment. If lower we will issue a credit note for any outstanding balance that you can spend in our store at a later date.
*** Items returned to us between 29 and 45 days from the date of delivery will be subject to a minumum of a 30% restocking fee, dependent on its completeness and condition at point of return. This will be deducted from the original item value and raised as a credit note issued to your account.
The only cost to you will be the insured postage costs that you will incur in returning the product to us. We strongly advise you to return any item to us using the full insured value.
Please note that our unique 45 day returns policy applies only to transactions where you are an EU Retail Consumer. Transactions that are to EU Business orders (trade sales), and all customer orders from outside of the EU, are non-returnable and non-refundable unless otherwise agreed in advance.
In the unlikely event that you wish to return a product because of an error on our part or because it has been received damaged / defective at point of delivery, We will discuss the options with you for exchange, credit or upgrade! and arrange a collection by our couriers or agent. We will confirm with you the full details before any pickup occurs and items must be returned to us in their original packaging and with all their accessories and manuals. You must still notify us within 3 Business Days of Delivery and we will start the returns process from there.
Products that fail due to a manufacturing fault within 28 days, from the day of delivery, will be exchanged for the same make and model where possible. We will ask you to arrange the return of the faulty item to us for testing before the replacement item is shipped. Initially this will be at your cost, however, if the item is faulty we will agree, arrange your replacement and credit you or your account with the shipping cost (proof of cost required). We check and test all items returned as damaged or defective. In the event the item is NFF (No Fault Found), we reserve the right to return the original item to you and refuse to refund the postage costs you incur in shipping it to us.
Products that fail due to a manufacturing fault on the 29th day or more from the day of delivery (but still within the product’s guarantee period) will be repaired or replaced at our discretion. The only cost to you will be the insured shipping costs that you will incur in returning the product to us. In all cases we strongly advise you to return any item to us using the full insured value.
Ultimately, if you wish to return a product purchased from us we would like to talk to you first. After that, initiating the return process will be done using a completed RRA form which we will send to you with much of the info needed already completed. We will ask you to complete any outstanding information, signing it to confirm you understand the process identified here and any of your liabilities, and then email it back to us within 3 Business Days of issue. We will then reply to you by email as soon as possible to advise you of a returns identification number (so we can identify the returned package) and confirm any other return details you may need.
Products should arrive back with us within 7 days of us providing a returns identification number and instructions or further costs may be incured.
For any items returned under our Returns Policy that are received back below their originally supplied condition, we reserve the right to return them to you, or to charge a degradation fee. We therefore ask that you ensure any items are complete and cartons are suitably protected from additional damage as best you can.