Refund policy

1. Overview of Return Policy

This Return & Refund Policy distinguishes between:

• Consumers (B2C) within the meaning of §13 BGB
• Business customers (B2B) within the meaning of §14 BGB 

Consumers are entitled to a statutory 14-day right of withdrawal in accordance with EU Directive 2011/83/EU and §312g BGB.

Business customers (including purchases made using a VAT number or company registration) do not have a statutory right of withdrawal.

The 14-day withdrawal period begins on the day the goods are received.

2. 14-Day Right of Withdrawal (Widerrufsrecht) – Consumers Only

In compliance with the European Consumer Rights Directive 2011/83/EU and Section 312g of the German Civil Code (BGB), consumers in the European Union have the right to cancel or return their order within 14 days of receiving it without providing any reason. 

You may exercise your right of withdrawal in any of the following ways:

• Online withdrawal form: Use the withdrawal function directly on our website: Withdraw from Contract →
• By email: Send a filled-in form to support@vas-audio.com, including your order number and a clear statement of your intent to withdraw. 
  • Model Withdrawal Form (English) →
  • Muster-Widerrufsformular (German) →
• By post: Send a filled-in form to: VAS Audio GmbH, Emdener Str. 105, 50735 Köln - NRW, Germany

To meet the withdrawal deadline, it is sufficient to send your notification before the 14-day period expires. Where the online withdrawal function is used, we will send you an immediate confirmation of receipt.

3. Consequences of Withdrawal (Consumers Only)

If you validly withdraw within the statutory period:

• We will refund all payments received from you, including standard delivery costs (excluding additional costs arising from premium shipping options).
• Refunds will be issued using the same payment method as the original transaction unless otherwise agreed.
• We may withhold reimbursement until the goods are returned and inspected.

Refunds are processed within 14 days after receipt and inspection of the returned goods.

4. Inspection vs. Use – Important for Audio Components

Consumers may inspect goods only to the extent necessary to determine their nature, characteristics, and basic functionality, comparable to inspection in a physical retail store. Any use beyond such inspection constitutes use that may reduce the product’s value.

Due to the technical nature of professional audio components, the following actions are considered use beyond necessary inspection:

Loudspeaker Drivers:

• Installing or mounting drivers into cabinets or baffles;
• Securing drivers with screws or mounting hardware;
• Connecting drivers to amplifiers, crossovers, DSP units, or signal chains;
• Running audio signal through the driver (including short tests, break-in procedures, test tones, pink noise, or music playback);
• Subjecting the driver to mechanical excursion or thermal load;
• Visible gasket compression or mounting marks.

Once mounted or operated under a signal, a driver is considered a used component.

Amplifiers, Transformers, Sirens, Preamps, DSP Units, and Electronic Devices:

• Electrical connection to the power supply;
• Powering on the device;
• Running a signal through the unit;
• Configuration, programming, or firmware modification;
• Removal of factory seals;
• Installation into racks or systems;
• Any evidence of electrical or operational use.

Electronic devices that have been powered or connected are considered used goods for technical and safety reasons. If a product is returned within the 14-day withdrawal period showing signs of installation or operation, we reserve the right to deduct compensation reflecting diminished value. After the 14-day withdrawal period, returns are not accepted unless a verified manufacturing defect exists under warranty.

5. Return Conditions (Consumers Only)

To qualify for a return within the statutory withdrawal period:

• The product must not have been installed or operated;
• The product must be in its original condition;
• Original packaging, accessories, and documentation must be included;
• No visible mounting marks, electrical use, or wear may be present.

Returns must be approved in writing before shipment. Items sent without prior written approval will not be accepted.

Customers are responsible for the direct costs of returning the goods. Return shipments must be arranged and paid for by the customer. We do not provide return labels or cover return shipping costs, unless the return is due to a confirmed defect or incorrect delivery. Customers are responsible for arranging suitable, insured transport.

6. Made-to-Order Speaker Systems and Cabinets

VAS Audio speaker systems, touring systems, complete sound system configurations, and enclosures are manufactured upon order confirmation and are not held as standard stock items.

These products are produced:

• In specific finishes (e.g., Raw, Clear Coating, Vintage Oak, Polyurea Pro-Coating, etc.);
• With selectable configurations (e.g., amplifier bundles, hardware options);
• According to individual order specifications;
• As limited production or build-to-order items.

Consumers (B2C)

If a speaker system or cabinet is manufactured according to the customer’s individual selection or configuration, the statutory right of withdrawal does not apply pursuant to §312g(2) BGB.

This includes:

• Selection of finish;
• Selection of configuration;
• Custom logos or modifications;
• System bundles;
• Production started specifically for the customer order.

Once production has begun, cancellation is not possible.

If a standard configuration product is delivered without customization and qualifies as prefabricated stock, the statutory withdrawal right applies unless excluded under other provisions.

Business Customers (B2B)

All speaker systems, touring systems, enclosures, and complete configurations are considered binding commercial orders upon confirmation. No cancellation or return is permitted unless a verified manufacturing defect exists. Commercial dissatisfaction, sound preference, project cancellation, or financial reasons are not valid grounds for return.

7. Preorder and Limited Production Items

Preorder items are products that are manufactured, allocated, sourced, or prepared specifically upon customer order and are not held as standard stock items.

For Consumers (B2C):

The statutory 14-day right of withdrawal generally applies only after delivery of the goods. However, the right of withdrawal does not apply to preorder items that are:

• non-prefabricated;
• made to order;
• clearly personalized;
• or manufactured according to the customer’s individual specifications in accordance with §312g (2) BGB.

This includes, in particular:

• made-to-order speaker systems, touring systems, and enclosures;
• custom cable assemblies (e.g. specific lengths, connectors, or configurations);
• products with selected finishes, coatings, or custom modifications;
• system bundles configured specifically for the customer;
• any product entering production or procurement specifically for the customer order.

Where a preorder item is a standard, prefabricated product without customer-specific configuration, the statutory right of withdrawal remains applicable after delivery, unless excluded under other provisions of this policy.

8. Exclusions to Returns and Refunds

The following items are excluded from the statutory withdrawal right where applicable:

• Custom-made or personalized products;
• Products manufactured according to customer specifications;
• Made-to-order speaker systems and cabinets;
• Limited production and build-to-order systems;
• Preorder items once production or procurement has begun;
• Cabinets coated, painted, or modified;
• Kits assembled or altered after delivery;
• Digital products (downloads, firmware, preset files, gift cards);
• Clearance or final sale items;
• Custom cable assemblies manufactured to customer-selected specifications;
• System bundles or configurations prepared specifically upon order;
• Preorder items that are produced, configured, or procured specifically for the customer.

The following electronic components are not eligible for return once installed, mounted, connected, powered, or operated:

• Loudspeaker drivers;
• Amplifiers;
• Transformers;
• Sirens;
• Preamps;
• DSP units;
• Electronic signal processors;
• Power supply units.

Products showing evidence of electrical connection, signal application, mechanical stress, or operational use are considered used goods and are not eligible for return after installation or operation.

9. Business (B2B) Transactions

Orders placed under a valid VAT number or company registration are treated as B2B transactions. No statutory right of withdrawal applies.

Returns are accepted only in the case of:

• Confirmed manufacturing defect;
• Incorrect delivery.

Commercial dissatisfaction, sound preference, application mismatch, or evaluation testing are not valid grounds for return in B2B transactions.

10. Warranty Information

We provide a two-year warranty covering manufacturing defects in materials and workmanship.

The warranty does not cover:

• Improper installation;
• Incorrect wiring or voltage supply;
• Incorrect enclosure design;
• Amplifier mismatch;
• Overpowering, clipping, or signal distortion;
• Mechanical damage;
• Thermal overload;
• Unauthorized modification;
• Water or moisture damage.

Warranty claims must include:

• Order number;
• Detailed description of the issue;
• Supporting documentation (photos, measurements if applicable).

Returned products may be subject to technical inspection.

11. Damages and Issues

Transport damage must be reported immediately upon delivery. Visible shipping damage must be documented and reported within 48 hours. Failure to report promptly may affect claim eligibility.

12. Exchanges

Exchanges are processed as new orders. If eligible, the original item must be returned under the conditions stated above.

13. Final Note

VAS Audio products are professional-grade audio components intended for technical integration into sound systems. They are not consumer trial products. Purchases made for evaluation, sound comparison, or testing purposes do not constitute valid grounds for return outside the statutory withdrawal period. All returns and refunds are handled strictly in accordance with the terms above.