Refund policy
Returns
All returns should be processed via our returns centre. No return will be accepted unless the return form is completed in its entirety and returned. Any false or missing information from this form will result in a refusal of the return. Any return which does not meet the criteria for return or features any issues of damage, missing parts or signs of misuse will automatically be rejected.
Any item which is rejected will be asked to be collected by the customer within 48 hours or a surcharge for storage of £20/day will apply. This will be a running charge until the item is collected. This will only be charged on days of business where the customer is able to collect the item.
Kronos AV LTD are not responsible for the shipping or condition of the goods for return. It is the customers responsibility to choose a courier and to pack the item as per their instructions. Kronos AV do not take responsibility for missing or mis-delivered items. Items may only be returned during working hours. Items MUST NOT be left with neighbours or in a safe place. Only items signed for or accepted by authorised Kronos AV staff will be accepted.
Our policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including EVERY accessory and part included. Any part or feature missing will be subject to rejection.
Several types of goods are exempt from being returned. Items ordered from outside of the United Kingdom are non returnable, and are not covered under the 14 day return policy. Furthermore Perishable and Intimate Good are included in this. We do not accept products back that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items (including headphones & earphones)
Products classed as intimate are exempt from return. This is due to health and safety reasons. Goods classed as intimate are the following:
- Headphones (over ear or on ear)
- Earphones
- Vinyl or other Cleaning Products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where no refund may not be granted or partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery
We will also be unable to accept returns of intimate items which are not able to be cleaned. This will cover products such as headphones, earphones or cleaning products. Products which have fabric or other materials which cannot be wiped clean for hygiene reasons, may also be declined a return. This is due to Hygiene reasons, as we cannot verify the item is free of contamination, thus this may endanger staff and future customers.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@kronosav.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@kronosav.com and send your item to: Kronos AV Ltd, 8-9 Scotch Street Centre, Dungannon, BT701AR, United Kingdom.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Loan items
If you are returning an item which was either loaned for evaluation purposes or loaned in the interim while awaiting delivery of ordered goods, these must be returned in the same condition as received, and in like new re-sellable condition with all accessories, packaging and manuals included. Please note that any item returned in incorrect condition, or missing parts (packaging, manuals or other) may result in partial refund in covering the cost of damages, or full payments being required for the goods.
Shipping
To return your product, you should mail your product to: Kronos AV Ltd, 8-9 Scotch Street Centre, Dungannon, BT701AR, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. You are responsible for the condition of the item and packaging prior to despatch. If the item is being collected by Kronos AV, you are also responsible for the condition and of the products, as well as ensuring they are packed as per the courier's guidelines. Should you require these guidelines, please contact support@kronosav.com, and a copy will be sent to you.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
When shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
By completing our returns form you are agreeing to have read and accepted these terms.