Returns, Claims & Warranty

Statutory right of withdrawal

If you are an EU consumer buying online, you may withdraw from the contract without giving a reason within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. For goods from one order delivered separately, the period starts when the last item is received.

To exercise this right, send an unambiguous statement before the period expires to KVS TECHNOLOGY EOOD, Angel Karaliychev 1A Str, 1700 Sofia, Bulgaria, or email [email protected]. You may use our model withdrawal form, but it is not compulsory.

Returning the goods

Send the goods back without undue delay and no later than 14 days after telling us that you are withdrawing. Unless we agree otherwise or the goods are faulty or incorrect, you bear the direct cost of return. We recommend a tracked and suitably insured service because you remain responsible for the parcel until it reaches us.

You may inspect a product as you would in a shop. You are only liable for diminished value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Original packaging is helpful for safe transport, but missing or opened packaging does not by itself remove the statutory right.

Refund after withdrawal

We reimburse all payments received for the withdrawn goods, including the cost of our least expensive standard delivery option. We do not have to reimburse any extra amount caused by choosing a more expensive delivery method.

We reimburse without undue delay and no later than 14 days after receiving the withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence that you sent them back, whichever occurs first. We use the original payment method unless expressly agreed otherwise, and we do not charge a processing or restocking fee for exercising the statutory right.

Exceptions

The right of withdrawal does not apply where a statutory exception applies, including goods made to the consumer’s specifications or clearly personalised goods, and sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken. Any product-specific exception will be clearly disclosed before purchase. These exceptions do not remove rights relating to faulty or misdescribed goods.

18-day voluntary home trial

In addition to the statutory 14-day period, Audiophoria accepts a change-of-mind notice up to 18 days after delivery for products that are not subject to a lawful exception. During this voluntary extension, return the product with its supplied parts and accessories and without damage beyond reasonable evaluation. Direct return costs remain the customer’s responsibility. This commercial promise never restricts the statutory rights described above.

Faulty, damaged or incorrect goods

The withdrawal process is separate from your legal guarantee. New goods sold to EU consumers carry a minimum two-year legal guarantee from delivery. If goods are faulty, damaged on arrival, misdescribed or not what you ordered, contact [email protected] with the order number and available evidence. Repair or replacement must be provided without cost where required by law; where those remedies are unavailable, disproportionate, delayed or cause significant inconvenience, the applicable price-reduction or refund rights remain available.

We cover the necessary return cost for a valid conformity claim. A manufacturer’s commercial warranty is additional and does not replace the legal guarantee owed by the seller.

Exchanges

To exchange an unwanted item, contact us and place a new order after arranging the return. This practical process does not affect your withdrawal or legal-guarantee rights.