Returns

Simply package up your unwanted item(s) and return it to us on the below address.

Please include your packing slip or a note including your name, order number, address and reason for return.

Once we receive it we'll aim to get it processed within 48 working hours.

FAO Returns
K&B Audio
Unit P1, Pegasus Building
Daedalus Drive
Lee-On-The-Solent
PO13 9GX

Note: All of our products have their serial numbers tracked against your order details so please ensure the correct item is returned to us.

Returned Items

Yes, if you are returning an item under our 60 day returns period then all items must be fully boxed in all original packaging with all original accessories.

The item(s) must be returned in outer packaging, if you write on or tape up the retail box your return will be declined.

If you return an item in damaged or missing packaging your return will be declined.

If you are returning a turntable, specifically the Audio-Technica LP60X then the platter MUST be removed from the turntable and packaged as per new otherwise it will cause significant damage to the turntable and your return will be refused.

Faulty Items

No, if your item is faulty then provided we receive it back un-damaged and in good condition we do not require original packaging.

Thanks to our Happy Sound Guarantee, you have up to 60 days to decide whether you want to keep the item or not.

If you decide it’s not suitable for you then you can return it to us for exchange or a full refund provided that the item is packaged up in as-new condition with all original packaging and accessories.

Note: Items bought as OPEN BOX, which are clearly indicated on the product pages, are excluded from the Happy Sound Guarantee. They come with full manufacturers warranty however the statutory returns period of 14 days apply, after which we are unable to accept returns.

Yes no problem at all. When you complete the return request in your account simply add a note requesting an exchange and state the product you want.

We'll then add an exchange, send you a payment link for the difference (or refund if the exchange item is cheaper) then once the item has been received back and any required payments have been received we'll get the alternative item sent out to you.

We aim to process all returns within 48 hours of receiving them into our warehouse.

A confirmation email is sent to you once complete.

Refund Timescales

The following timescales are guidelines for how long it takes to receive your money back once your return has been processed.

Credit/Debit Card: 3-5 Working Days

Paypal: Instant

Klarna: 3-5 Working Days

Please note that we are unable to refund to a different payment method from which you placed your order with.

Standard delivery fees will be refunded, if applicable, however optional express or faster delivery options will not be refunded.

As we already offer amazing prices, guides, customer service and an extended returns period beyond most of our competitors, all we ask is that you cover postage costs for return of unwanted items

We suggest using ParcelForce or DPD via www.parcelmonkey.co.uk to arrange a label or collection as their pricing is very competitive and makes the whole process much easier.

Important Note: The parcel remains your responsibility until it arrives with us so please ensure that it is well packaged and sent on a tracked and insured courier service. If your item is damaged on arrival due to insufficient packaging then we will be unable to offer a refund.

If your item is faulty, damaged or incorrect then we will always cover the costs to resolve the issue.

Email: sales@kbaudio.co.uk

If you state an item is faulty in order to get a paid returns label and the item is tested as not faulty then we will deduct a £10 shipping charge from your refund.

Yes.

If you are returning an item within the 60 day returns period then it must be complete with all original packaging and accessories, in as new condition.

Failure to return an item in this condition will result in the item being returned to you at your cost.

Note that if your item is faulty and under warranty then you do not need original packaging.

Yes this isn't an issue.

Please complete the return process int the normal way but add a note stating that you want to return in store.

Please note that we are unable to process the return/refund instantly. It will be subject to our usual 48 hour process.

In the unlikely event that you receive the incorrect item please contact our team ASAP.

We will arrange for the incorrect item to be collected and the correct item sent to you as soon as possible.

Email: sales@kbaudio.co.uk

Telephone: 02393 190955

We package your order securely using sturdy outer boxes and recyclable void fill, but in the unfortunate event that you receive a damaged item please send a picture clearly showing the damage on receipt to the below details and our team will respond ASAP.

We will arrange for the damaged item to be collected and a replacement item sent to you as soon as possible.

All damages must be reported within 7 days from the order being received.

Email: sales@kbaudio.co.uk

In the unfortunate event that your item arrives incorrect, damaged or becomes faulty please contact us and we will resolve the issue ASAP.

If the item is incorrect we will arrange return and re-send of the correct item.

If the item is damaged we will arrange return and re-send of the item - please send a picture of the damage to sales@kbaudio.co.uk along with your order details.

If the item is faulty we will arrange a free returns label** to get the item back for testing and resolution under warranty.

All of our products come with a manufacturer's warranty which starts from your date of purchase and the warranty length is indicated on the product pages.

We must follow the manufacturer process for all warranty claims so we typically are not able to provide an advance replacement, the item must first be returned to us for testing and fault confirmation then we can replace it under warranty.

Our process with faulty goods is as follows;

1. Fault Is Reported
2. Troubleshooting With Our Team Via Email And / Or Phone
3. Item Is Returned To Us & Tested In House
4. We Liaise With Manufacturer & Arrange Resolution
5. Item Is Returned To You Working Or Replaced

We understand that a faulty item is frustrating but in all cases you must first allow us to run through troubleshooting with you as often faults are down to setup or user error and can quickly and easily be resolved without having to return anything.

If you’re not able or willing to do fault-finding then we will not be able to provide you with a pre-paid returns label, however you are welcome to return it to us at your own cost for in-house testing.

Our team will provide you with a free return label allowing you to drop the item into a local post office or, in certain circumstances, DPD collection from your home at our cost.

All returns labels are 48 hour delivery and we aim to test faulty goods within 24 hours of them being received into our warehouse.

Please note that if you return a faulty item by any other postage method then we will not be able to offer a postage refund.

If your product becomes faulty within the first 30 days from when you received the item then you are entitled to a full refund or an exchange.

If your product becomes faulty after 30 days then we will work with you under the manufacturer warranty to repair or replace the item.

If however your product is outside of the warranty period then we are unable to help with a repair or replacement under warranty. Unfortunately you will need to purchase a replacement item.

* If you are within the first 30 days, your product is faulty and you are requesting a refund rather than a replacement then please ensure that you get a free returns label from us as we are physically unable to refund more than your original order amount so cannot retrospectively refund any postage costs. Alternatively we can send the postage refund to your PayPal account.

** If your returned item is found not to be faulty we will not be able to refund the postage fees but, provided it is returned within 60 days of your order being placed, we can process a refund on the product. If we have provided a pre-paid returns label then your refund will be less £10 to cover the return postage costs.