Thank you for shopping with Audio Bass, operated by AUDIO BASS LTD. This Return & Refund Policy explains how to request a return, who pays return shipping, how exchanges and refunds work, and what to do if a product is damaged, defective, incorrect or no longer wanted.
Our store delivers to the United Kingdom only. Outbound shipping is free, with an estimated shipping transit time of 5–8 business days after dispatch. Order processing and transit are separate; please review our Shipping Policy for delivery arrangements.
This policy applies to purchases made directly from Audio Bass. It provides a commercial return window in addition to your legal rights. Nothing here excludes or limits rights concerning faulty, damaged, incorrect or misdescribed goods, statutory cancellation, or any other right that cannot lawfully be excluded.
1. Our 30-Day Return Window
We accept return requests for eligible products, including change-of-mind returns, within 30 calendar days from the date of delivery. Contact us within that period to notify us that you wish to return the product. You do not have to wait for a response before the notification counts as received.
To start a return, email support@audiobass.co.uk with your order number and the item you wish to return. For a change-of-mind return, an explanation is helpful but is not compulsory. For a fault, damage or incorrect item, describe the problem so that we can arrange the appropriate resolution.
After notifying us, send the goods back without undue delay and normally within 14 days of your notification, following the return instructions provided. If you need help arranging a return or cannot meet that period for a practical reason, contact us promptly. This commercial window does not shorten a longer entitlement given by law.
2. Return Eligibility and Product Condition
For a standard change-of-mind return, the product should be complete, in the condition received apart from reasonable inspection, and accompanied by its supplied accessories, cables, manuals and components. Please provide proof of purchase, such as your order confirmation, receipt or another record identifying the purchase.
Please use the original packaging where possible, or suitable protective packaging if it is unavailable. Missing original packaging does not automatically remove a statutory cancellation right or a remedy for faulty goods. However, you should take reasonable care to prevent damage during the return journey.
You may inspect a product to establish its nature, characteristics and functioning. Handling beyond what is reasonably necessary may result in an actual reduction in value. Any deduction must be lawful, proportionate and explained; it is not an automatic percentage or a penalty for opening a box.
Damage caused after delivery by misuse, accidental damage, an unauthorised modification or an attempted repair may affect a particular claim. We will assess the facts rather than automatically rejecting every claim involving a used or opened product. A separate manufacturing defect or another legal right may still apply.
3. When Audio Bass Pays for Return Shipping
We cover the reasonable return shipping costs where the return is required because of our error or a product problem for which we are legally responsible. This includes, as applicable:
- An item that arrives damaged or defective.
- A product that does not match the description or the model or variant ordered.
- An incorrect item or an unauthorised duplicate order sent by us.
- A shipment sent to the wrong address because of an error by us.
- A product that develops a fault for which we are responsible, including a fault reported during the 30-day return period and qualifying faults reported later.
Contact us before arranging postage so that we can provide a suitable return method, prepaid label, collection arrangement or instructions for reimbursement, as appropriate. We will not require you to pay return postage as a condition of exercising a right where the law makes that cost our responsibility.
If an order has not been delivered, contact us so we can investigate the delivery and arrange the appropriate remedy. You cannot be required to return a product you never received, and a seller delivery error will not automatically be treated as a change-of-mind return.
4. When the Customer Pays for Return Shipping
For a return based only on a change of mind, the customer pays the direct cost of sending the product back, except where we have expressly agreed otherwise or the law requires us to cover it. A free prepaid return label is not included automatically with a change-of-mind return.
Examples of change-of-mind returns include:
- You no longer want or need the product.
- You prefer a different model, finish or product.
- The product meets its description but does not suit your personal listening preferences or expectations.
- You ordered the wrong item or accidentally ordered too many.
- You misunderstood an accurate product description, provided that we did not give misleading information or an incorrect compatibility assurance.
- You decide to cancel after dispatch for a reason unrelated to a fault, our error or another matter for which we are legally responsible.
We do not charge a restocking fee for an eligible return. Because our outbound shipping is free, we do not deduct an undisclosed original shipping or handling charge from your refund to recover the cost of sending the order to you. A lawful deduction for an actual reduction in value is addressed separately in this policy.
If you supplied an incorrect delivery address or caused a delivery to fail, contact us promptly. We will explain the available options. Any proposed redelivery or return cost must have a lawful basis, be explained and, where necessary, agreed; it is not an automatic flat penalty or a reason to remove a cancellation right.
For goods that cannot normally be returned by post because of their size or nature, the applicable return method and return cost must be disclosed before purchase if you are expected to pay it. We will not impose an undisclosed compulsory collection charge afterwards.
5. Reporting Damage, Faults or an Incorrect Item
Please inspect your delivery when reasonably possible and notify us promptly if something appears damaged, faulty, incomplete or incorrect. Include your order number, the product model and a description of the issue. Prompt reporting helps us investigate but does not create a short deadline that replaces your legal rights.
Where practical, clear photographs of the product, relevant packaging or a short video of the problem can help us assess the issue and avoid unnecessary returns. We may request reasonable evidence or arrange an inspection where needed.
If you cannot provide photographs or video, contact us so we can discuss another reasonable way to assess the problem. A failure to provide a particular photo or video does not automatically turn a faulty-product claim into a change-of-mind return, impose return charges, or justify a restocking fee.
We will review the available information and explain the proposed resolution. Depending on your rights and the circumstances, this may be a refund, replacement, repair or another remedy required by law. We will not require you to accept a repair when you are legally entitled to reject the goods for a refund.
6. Return and Exchange Process
- Contact us. Email support@audiobass.co.uk with your order number, the product concerned and whether you want a return, refund, exchange or help with a fault. You can also use our contact form or call +44 7473 980902.
- Receive the return instructions and package the item. We will confirm the appropriate destination and available return method. Include enough information to identify your order, return the supplied components and pack the item securely. Photographs of the packed item may be helpful but are not an absolute condition of a legal remedy.
- Send the item and keep proof. Use the agreed return method and retain proof of posting or collection. A tracked service is recommended, particularly for valuable audio equipment. Share the tracking information if available. We will assess the returned item and any reported problem without unnecessarily delaying a refund.
- Receive the agreed resolution. We will explain the refund, replacement, repair or exchange outcome and any relevant dispatch information. Confirm your current contact and delivery details if a replacement or repaired product is to be sent to you.
A return reference or RMA number helps identify a parcel, but it is an administrative aid. A statutory cancellation or remedy does not become invalid simply because you did not obtain our prior approval or a return reference.
7. Refund Method, Amount and Processing Time
For an eligible return, we refund the amount paid for the returned product, including applicable taxes, subject only to a lawful and explained deduction. Refunds are made to the original payment method unless you expressly agree to another method. We do not impose a refund processing fee or require you to accept store credit instead of a monetary refund to which you are entitled.
We process eligible returned-goods refunds within 7 business days after receiving the returned item. We inspect goods within that processing period rather than starting an additional open-ended approval period. Where an earlier legal deadline applies, we meet that earlier deadline.
For a UK statutory cancellation, reimbursement is made without undue delay and no later than 14 calendar days after we receive the goods back or receive evidence that you sent them back, whichever is earlier. If no goods need to be returned or we have offered to collect them, the deadline is normally 14 days after you notify us of cancellation. We do not insist on physical receipt where the law requires a refund based on evidence of return.
For a refund following the lawful rejection of faulty goods, reimbursement must also be made without undue delay and within the applicable legal deadline, normally no later than 14 days after we agree that you are entitled to it. We will not delay assessment unreasonably to postpone that deadline.
When a statutory cancellation requires reimbursement of an outbound delivery charge, the standard delivery charge is refundable; a premium above the least expensive standard option need not be refunded. Our current outbound shipping charge is zero, so there is no outbound delivery payment to reimburse or undisclosed shipping cost to deduct.
Your bank or payment provider may take additional time to display a refund after we issue it. We will provide the available confirmation or transaction reference if you need help tracing it. Bank processing time does not permit us to submit a refund later than a legal deadline.
For this policy, business days are Monday to Friday, excluding applicable UK bank holidays. Calendar-day legal cancellation and refund periods are not converted into business days.
8. Exchanges and Replacements
You may request an exchange for an eligible product within the 30-day return window. Exchanges depend on stock availability. We will explain the proposed replacement, any difference in price and the return arrangements before you agree.
If an exchange cannot be arranged, an eligible refund remains available. You may also return the original product under this policy and place a separate order for the product you prefer. We will not charge you for an additional item or impose a price difference without your agreement.
Where a replacement is provided because of our error or a defect for which we are responsible, we cover the reasonable return and replacement-delivery costs required by law. An exchange does not remove statutory rights relating to the replacement product.
9. Order Cancellations Before or After Dispatch
To cancel an order, contact us as soon as possible at support@audiobass.co.uk and include the order number. If fulfilment can still be stopped, we will cancel the affected order or item and refund the payments due.
We cannot guarantee that an order can be stopped after it has entered fulfilment or been dispatched. However, a processing status or dispatch does not by itself remove a statutory cancellation right.
If the parcel has already been dispatched, we will explain how to return it or arrange another appropriate solution. For a change-of-mind cancellation, direct return postage is your responsibility as disclosed above. For our error or a qualifying fault, we cover the reasonable costs for which we are responsible.
Do not rely on refusing delivery as the only way to tell us that you are cancelling; send us a clear notification as well. No cancellation fee or automatic deduction of our free outbound shipping cost applies.
10. Repairs, Warranties and Rights After 30 Days
The 30-day commercial return window is not the end of your legal rights. UK consumer law requires products to be of satisfactory quality, fit for an applicable agreed purpose and as described. A qualifying fault reported after 30 days may still give you rights to repair, replacement, a price reduction or a refund, depending on the circumstances.
Any additional manufacturer or commercial warranty is governed by the coverage, duration and conditions supplied with the product or expressly stated in the product listing. Warranty periods may differ by product and manufacturer. The applicable warranty period and terms are those expressly provided for the product, in addition to your statutory rights.
Where a repair is appropriate and you agree to it, we will explain the available process. This may involve a replacement component, technical support or returning the product for assessment. A repair must not be used to avoid a refund or replacement to which you are legally entitled, and a remedy required by law must be provided at no cost where the law so requires.
Any additional after-sales service, including on-site assistance, must be separately agreed, with its availability and terms explained beforehand. You are not required to perform a repair yourself as a condition of exercising a legal right.
We remain responsible for the obligations we owe you as seller. You do not have to rely exclusively on a manufacturer warranty where you have a valid claim against Audio Bass, and the expiry or absence of a commercial warranty does not automatically end a statutory remedy.
11. Exceptions and Reasonable Handling
Certain legal exceptions to change-of-mind cancellation may apply, for example to genuinely personalised goods or sealed goods that are unsuitable for return for genuine health or hygiene reasons once unsealed. Any relevant exception must actually apply to the product and be clearly disclosed before purchase.
We do not apply a blanket exclusion to every opened headphone, earphone, speaker or other electronic product. Opening packaging for a lawful inspection does not automatically remove the right to cancel. A relevant hygiene exception does not remove rights concerning a fault, damage, an incorrect product or misdescription.
If we propose a deduction for diminished value, we will explain the handling or damage concerned and the basis for the amount. We do not impose a flat percentage deduction, restocking fee or handling penalty on eligible returns. Sale or discounted goods retain the same statutory protections as full-price goods.
12. Return Destination
Contact support@audiobass.co.uk for the return instructions and the appropriate return destination for your order. This helps ensure your parcel reaches the correct receiving location and that any seller-paid label or collection can be arranged.
Our registered office, shown in the company information below, is our legal correspondence address. It is not automatically designated as a warehouse or returns receiving location. Please confirm the return destination with customer support before posting a product.
Requesting routing instructions does not make a legal cancellation dependent on our approval or allow us to delay a return or refund unlawfully. The return destination and any return cost or material restriction affecting your purchase must be communicated as required by law; an undisclosed overseas return charge will not be imposed after purchase.
13. Your UK Statutory Cancellation Rights
For most online purchases of goods covered by the UK Consumer Contracts Regulations, you have the right to cancel without giving a reason up to 14 days after the day you, or a person you nominate, receives the goods. Where one order is delivered in separate parcels, the applicable starting date is determined by law. You normally then have 14 days after notifying us to send the goods back.
This legal cancellation right is separate from our additional 30-day commercial return window. It is not conditional on an unopened box, an RMA number, photographs, a video or acceptance of store credit. Valid legal exceptions and a justified deduction for handling beyond necessary inspection may apply as explained above.
You may cancel by email, telephone, the contact form or another clear statement. The optional model below is provided for convenience and is not compulsory. Legal deadlines and remedies prevail over any inconsistent administrative instruction.
Optional Model Cancellation Form
The address below is for sending a cancellation notice and is not an instruction to post goods there.
To: AUDIO BASS LTD, 5 Brayford Square, London, United Kingdom, E1 0SG; support@audiobass.co.uk.
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
- Goods and order number:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s), only if this notice is sent on paper:
- Date:
Delete whichever wording does not apply.
14. Late or Missing Refunds and Customer Support
If a refund has not appeared within the period we advised, check the original payment account and contact your bank or payment provider to confirm whether it is pending. Then contact us with the order number and any relevant refund reference so that we can investigate.
For a return, exchange, cancellation, repair or refund enquiry, email support@audiobass.co.uk or call +44 7473 980902. We aim to respond within two business days during our customer-service hours. A support-response estimate does not extend a cancellation period, refund deadline or other legal obligation.
If you disagree with an assessment, contact us with the relevant information and the resolution you are seeking. This policy does not restrict your right to seek independent advice, contact a consumer authority, use an available payment-provider dispute process or bring a claim before a competent court.
Audio Bass
Operated by AUDIO BASS LTD
Company Number: 16772805
Registered Office: 5 Brayford Square, London, United Kingdom, E1 0SG
Email: support@audiobass.co.uk
Phone: +44 7473 980902
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM (UK local time, GMT/BST), excluding UK bank holidays.
For shipping questions, please review our Shipping Policy. For returns, refunds, exchanges, or cancellations, please review our Return & Refund Policy. For information about how we handle personal information, please review our Privacy Policy.