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Right of withdrawal, Return & After-Sales Service
Summary
1- RIght of withdrawal and returns
What is the withdrawal period?
What are the steps to follow for a withdrawal?
How do I return my product to Audiophonics in the event of a withdrawal?
What are the customer's return handling costs?
What address should I use to return my product in the event of a withdrawal?
2 - After-Sales Service & warranties
How long is the product warranty period?
How can I benefit from the warranty on my products?
What address should I use to return a product under warranty?
How can I contact Audiophonics After-Sales Service?
3 - Shipping errors and damaged products on delivery
What to do in the event of a shipping error or when you receive a damaged product?
4 - After-Sales Service interface
FAQ
A customer service at your disposal
Audiophonics customer service is committed to respond to your needs in the best possible way and in the shortest possible time!
Attentive listening
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Fast support via ticket system
1 - Right of withdrawal & Returns
What is the withdrawal period?
In accordance with the legislation on the right of withdrawal, the consumer has a period of 14 days from the reception of the product to return, at his own expense, the products that do not suit him.
What are the steps to follow to make a withdrawal?
Step 1: All returns must be reported in advance to Audiophonics Customer Service. A returns form is available in your customer account. To access the form, once you have logged into your CUSTOMER ACCOUNT, simply go to the My Account tab, then to After-Sales Service in the My Orders section. This will enable you to manage your request via a ticket generation interface for better customer service.
Step 2: Once the return request has been made, you will receive a message via the ticket available within your customer account attesting to the possibility of the return and the complete returns procedure.
How do I return my product to Audiophonics in the event of a withdrawal?
The product(s) must be returned to the Audiophonics address shown on the document to download and enclose with your shipment. Please note the return number on the package (visible in your customer account) for faster processing. It is important to note that product returns in the context of a withdrawal are the responsibility of the customer (insurance, tracking, etc.), so it is recommended to choose insurance for products of substantial value and to select tracking options.
What are the customer's return handling costs?
Return shipping costs are at the customer's charge. Also, if AUDIOPHONICS is required to pay customs clearance fees upon receipt of the return package, these fees will be deducted from the refund.
In the case of a withdrawal from a country outside the European Union, AUDIOPHONICS will not be able to refund the customs fees associated with the initial shipment.
What address should I use to return a product in the event of a withdrawal?
The address to use for your withdrawal will be communicated to you following your request to customer service.
Audiophonics customer service and After-Sales Service are located in France.
RETURN POLICY
Only products returned in their entirety (with accessories), in their original packaging and in perfect condition (no trace of use, undirty...) will be accepted. Protect the product during shipment by using a protective cardboard box. For all returns of DIY enclosures and cases, please protect each individual part in the package (with cardboard or bubble wrap). Any product that has been damaged or whose original packaging has been damaged will not be refunded or exchanged. We cannot be held responsible for damage in transit.
Please note that the following will not be accepted for return:
- Sealed products or products with special plastic packaging that have been opened by the customer.
- Custom-made products or products cut to size, such as toroidal transformers, cables/sheaths by the metre, cord assemblies, etc.
- In-ear products will be refused for reasons of hygiene. Exceptionally, and if the condition of the product allows it, we will be able to take back in-ear products at a discount of 10% of the purchase value of the product, with a minimum discount of €30.
What happens if your withdrawal is invalid?
Damaged, used, dirty or incomplete products will not be taken back, and the customer will be charge for returning them if they have been returned despite the above conditions. In certain cases, on a commercial basis, these products may be taken back at a discount of up to -30%.
For further details, please consult our General Terms and Conditions page.
Reactive After-Sales Service
Audiophonics After-Sales Service is committed to repairing or replacing your products under warranty!
A highly qualified technical team
Repair and replacement of defective products
Fast support via ticket system
2 - After-Sales Service & Warranty
What is the warranty period?
In accordance with warranty legislation, the consumer has a warranty period of 2 years from the date of reception of the product.
How can I benefit from the warranty on my products?
First of all, please contact Audiophonics After-Sales Service for a preliminary diagnosis and to obtain an RMA return label, which will facilitate the management of your product return to the After-Sales Service.
What address should I use to return a product under warranty?
The address to be used for warranty returns will be communicated to you following your request to the After-Sales Service.
Audiophonics customer service and After-Sales Service are located in France.
How can I contact Audiophonics After-Sales Service?
To contact our After-Sales Service, you have a form available in your customer account. To access the form, once logged in to your CUSTOMER ACCOUNT, simply go to the My Account tab, then After-Sales Service in the My Orders section. This will enable you to manage your request via a ticket generation interface for better customer service.
This ticket generation interface is also accessible via the link below. Please select the After-Sales Service tab and the subject "Retraction - Delivery error - Product failure". This will redirect you to the ticket interface available in your customer account..
TERMS AND CONDITIONS OF WARRANTY
The warranty applies to all products, with the exception of consumables. Tubes are the only consumable product covered by a 3-month commercial warranty.
The warranty does not cover any damage, breakdown or failure:
- caused by external factors or modifications to the device,
- resulting from failure to comply with the manufacturer's instructions or recommendations,
- due to oxidation, corrosion, incorrect connection or power supply problems,
- aesthetic reasons.
Please note: any product returned for repair which, after testing, proves to be in good working order, will be returned to you for a fixed charge of 30 euros + standard postage for returning the equipment to the customer, to cover the logistical and technical costs of the repair.
Please ensure that your products are well protected before they are picked up by a carrier. You can use packing material such as cardboard, foam or bubble wrap, as well as a securely closed outer box.
For further details, please consult our General Terms and Conditions page.
3 - Shipping error and damaged product on delivery
What to do in the event of a shipping error or when you receive a damaged product?
The customer is responsible for checking the condition of the order on receipt and for reporting any damage, error or missing item on the delivery note to the carrier, and for notifying AUDIOPHONICS without delay using the After-Sales Service form available on the customer account. If you notice a missing product, open a ticket with the reason "Shipping error"; if a product is damaged, open a ticket with the reason "Product damaged during delivery". After-Sales Service will then take your request into account and get back to you as soon as possible to deal with your request.
4 - After-Sales Service interface
Instructions for ticket generation.
Find here the presentation of the ticket generation interface available via your customer account.
Select the subject of your request.
Select the order concerned (only orders made with your customer account will be displayed).
Select the relevant product(s) within the order (only products from the order selected in step 2 will be displayed).
Write your message, detailing your situation.
You can send us an attachment such as a photo of the product concerned. Accepted attachment formats are JPEG, PNG and PDF.
Click on the "send" button to generate a ticket which will then be processed by our teams.
- Once your ticket has been created, a current file line is generated. You can access the ticket via this same interface.
Frequently asked questions
How long will it take to get my refund in the event of a withdrawal?
Refunds are usually processed within 72 hours to a week. If this is not the case, please contact Audiophonics customer service again.
Are the initial delivery costs refunded in the event of a withdrawal?
In the event of a valid withdrawal, you will be refunded the full amount paid, including delivery costs, only if the withdrawal concerns all the products in your order.
Which payment method will be used for a refund?
Audiophonics will refund you using the same payment method as for your purchase.
How long does it take to process an after-sales repair?
Your product repairs are generally processed within 2 working days of receipt, except in cases where complex tests and handling are required.
What happens if a malfunction cannot be repaired by the After-Sales Service?
Audiophonics will then offer you an identical exchange depending on stock availability. If not, a voucher or a refund may be considered, depending on your situation*.
*After-Sales Service reserves the right to decide whether to offer you a voucher or a refund for your product under warranty.
My product has a problem, but is no longer under warranty. What can I do?
You can contact the After-Sales Service department, which will evaluate your request and make a diagnosis on a case-by-case basis. If the service is able to take charge of the problem, we will send you a quotation. The repair will be carried out once the estimate has been accepted and payment has been received. This repair will benefit from a three (3) month commercial warranty.
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