Politique de remboursement
1. Overview of Return Policy
We offer a 14-day return policy. You have 14 days from ordering your item to request a refund. Refunds within this period are subject to the conditions outlined below.
2. 14-Day Right of Withdrawal (Widerrufsrecht)
In compliance with the European Consumer Rights Directive 2011/83/EU and Section 312g of the German Civil Code (BGB), customers in the European Union have the right to cancel or return their order within 14 days of receiving it without providing any reason. This right applies to all distance selling contracts.
To exercise your right of withdrawal, you must notify us via email at support@vas-audio.com. Include the following in your message:
- Your order number.
- A clear statement of your intent to withdraw from the contract.
- The completed Sample Cancellation Form (available for download below).
You can download the form here:
To meet the withdrawal deadline, it is sufficient to send your notification before the 14-day period expires.
3. Consequences of Withdrawal
If you withdraw from this contract:
- We will refund all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the least expensive standard option we offer), without undue delay and no later than 14 days from the day we receive your notification.
- Refunds will be made using the same payment method you used for the original transaction unless otherwise agreed.
- No fees will be charged for the refund.
4. Important Information Regarding Withdrawal Rights
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Right to Information:
Customers are informed of their 14-day right of withdrawal and provided with the corresponding withdrawal policy and sample cancellation form. These documents outline their rights and how to exercise them. -
Loss of Withdrawal Right Upon Full Completion:
If a service is fully completed during the withdrawal period and the customer has explicitly agreed for the service to begin immediately, the right of withdrawal will be forfeited upon full completion of the contract. -
Compensation for Partial Withdrawal:
If a customer withdraws from the contract before its full completion, they are required to provide reasonable compensation for the portion of the services rendered up to the point of withdrawal.
5. Return Conditions
To qualify for any return:
- The item must be unused, with tags attached, and in its original packaging.
- Proof of purchase, such as a receipt or order confirmation, must be provided.
Returns must be approved before being sent back. To initiate a return, contact us at support@vas-audio.com with your order number and the reason for the return. Items sent back without prior approval will not be accepted.
6. Refund Processing
Refunds will be processed as follows:
- 14-Day Withdrawal Period: 100% refund, including initial shipping costs (if applicable).
Refunds are issued within 10–14 business days after receiving and inspecting the returned item. Additional processing time may depend on your bank or payment provider.
7. Exclusions to Returns and Refunds
The following items are excluded from the mandatory 14-day withdrawal period:
- Custom-made or personalized products (e.g., speaker cabinets with custom logos).
- Raw cabinets varnished, painted, or coated by the customer or a third party.
- Kits partially or fully assembled, altered, or customized after delivery.
- Drivers, amplifiers, or components that have been installed or show signs of wear.
- Cabinets with polyurea or custom coatings applied through our service.
- Items modified with non-standard hardware (e.g., screws, handles, connectors).
- Products damaged due to improper handling (e.g., physical damage, overpowered drivers).
- Clearance or final sale items.
- Digital products, such as gift cards or downloadable content.
If you are unsure about the return eligibility of your item, please contact us at support@vas-audio.com.
8. Warranty Information
We offer a two-year warranty on all our products, covering defects in materials and workmanship. If you experience any quality issues, we will repair or replace the item as necessary.
To file a warranty claim, email support@vas-audio.com with your order number and issue description. Further instructions will be provided.
9. Damages and Issues
If your order is defective, damaged, or incorrect upon receipt, contact us immediately at support@vas-audio.com for prompt assistance.
10. Exchanges
For exchanges, return the item under the conditions stated above. Once approved, place a new order for the desired item.
11. Linked Documents
For your convenience, the following forms are available for download:
12. Final Note
This policy does not require a Consumer Declaration Form, as services and assembly work will not begin during the 14-day withdrawal period. All returns and refunds are handled per the terms above.