Refund policy

This page summarises returns and warranties at Kitted Audio. Clauses 10 and 12 to 16 of our Website Terms & Conditions set out the full position, and the terms prevail if anything here differs. Nothing here removes your rights under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).

Check your order when it arrives

Check the model, serial number, accessories and visible condition on receipt. Please report a wrong, damaged or short-shipped item within two business days, with photographs where you can. This is a request to help us investigate promptly, not a deadline that removes your statutory rights. Where we are responsible, we arrange collection and the remedy at our cost.

Changed your mind: 7-day cooling-off

Where section 44 of ECTA applies, you may cancel an online purchase within seven days after receiving the goods, without giving a reason and without penalty. Send a clear cancellation notice to [CUSTOMER SUPPORT EMAIL ADDRESS] or [BUSINESS WHATSAPP NUMBER] within that period.

  • The only charge we may levy is the direct cost of returning the goods.
  • We refund your payment in full within 30 days after cancellation, including the original delivery charge where the whole order is cancelled.
  • Return the goods promptly with the supplied accessories, reasonably protected for transport. Opening ordinary product packaging does not, by itself, remove this right.

Goods made to your specifications or clearly personalised are excluded from cooling-off, and we will tell you before purchase if this applies. Ordinary car-audio hardware is not excluded simply because it is electronic. Defect and misdescription rights still apply to excluded goods.

Unsuitable goods: 10 business days

Where section 20 of the CPA applies, goods that are unsuitable for a particular purpose you told us about may be returned within 10 business days after delivery, subject to that section's conditions. The return is at our risk and expense.

Defective goods: 6 months

Where section 56 of the CPA applies, goods that fail to meet the statutory quality, safety or suitability requirements may be returned within six months after delivery, without penalty and at our risk and expense. You choose repair, replacement or refund. If, within three months after a repair, the original problem is not fixed or a further defect appears, you are entitled to a replacement or refund.

Warranty and installation-related damage

Any additional manufacturer or distributor warranty is shown on the product page and adds to your statutory rights. We do not install products. A claim may be declined to the extent that incorrect installation, misuse, accidental damage, unsuitable electrical supply, overloading, water exposure outside the product's rating, or unauthorised alteration caused the problem, where the law permits. We look at the actual cause. A blown speaker or damaged amplifier does not, by itself, prove misuse. We may ask for installation details, and we will explain our reasons if we decline a claim.

How to start a return

Email [CUSTOMER SUPPORT EMAIL ADDRESS] or WhatsApp [BUSINESS WHATSAPP NUMBER] with:

  • your order number or other proof of purchase;
  • the product model and serial number;
  • photographs of the item and the problem; and
  • what happened and the outcome you want.

We will confirm return arrangements, including collection where the return is at our expense. We may check returned items against the serial numbers recorded at dispatch. Our target is to complete an initial assessment within 10 business days after we receive the goods.

Refunds

  • Refunds go to the original payment method. If that is not reasonably possible, we will agree a secure alternative.
  • Our target is to initiate an approved refund within five business days, and always within any legal deadline. The ECTA 30-day refund period runs from your cancellation, not from our assessment.
  • There are no restocking fees or automatic deductions on statutory returns.
  • You do not have to accept store credit instead of a refund you are legally entitled to.