Returns Policy - 2025/26

Returns Policy

 

Kronos AV | Returns & Asset Integrity Policy 

1. Our Commitment to You: The Kronos AV Approach

As a specialist, family-run company, our goal is never to leave a customer let down. We are enthusiasts ourselves, and we understand that investing in high-end audio is a significant journey. Our default position is always to work with you to find a fair and practical solution to any issue, whether it’s a technical hurdle, a setup challenge, or a change of heart.

We pride ourselves on our reputation for expert support and long-term relationships. However, to maintain these high standards and protect the precision instruments we provide, we ask for a mutual partnership of respect:

  • Open Communication: If something isn't right, please speak to us honestly. We are far more capable of finding a flexible "real-world" solution when we are working from the same facts.
  • The Professional Standard: While we will always go the extra mile to help, we cannot accept returns that involve aggressive threats, "simulated" faults to bypass policies, or negligent repacking.
  • The Technical Safety Net: The formal policy below exists to provide a clear, legal framework. If a resolution cannot be reached through our standard support process, or if the terms of professional conduct are breached, we must revert strictly to the technical and legal protections outlined in this document.

2. Statutory Right to Cancel (Online Orders Only)

In accordance with the Consumer Contracts Regulations 2013, you have 14 days from delivery to notify us of your intent to return an item purchased online.

  • Condition: Items must be in Factory-Original, Absolute "Mint" Condition.
  • In-Store Sales: Purchases made in-person at our showrooms are final and exempt from the 14-day cooling-off period.

3. Absolute Exemptions (Non-Returnable Items)

Under Section 28 of the Consumer Contracts Regulations, the following items are strictly non-returnable unless a manufacturing defect is proven:

  • 3.1 Hygiene Items: Headphones, Earphones, and In-Ear Monitors once the factory seal is broken.
  • 3.2 Bespoke/Custom Orders: Custom-length cables, specialized finishes, or items specifically imported/manufactured for you.
  • 3.3 Consumables: Opened Vinyl, CDs, cleaning fluids, and any phono cartridge or stylus that has been mounted or used.

4. Aesthetic & Functional Integrity

Kronos AV does not deal in B-grade or refurbished stock. Consequently, for a return to be accepted, the item must be returned in absolute, factory-perfect condition. *

Zero Usage Marks: There must be no signs of use (beyond inspection and initial testing), including mounting marks on terminals, scratches on chassis, or fingerprints on high-gloss finishes.

  • Internal Seals: Any internal protective films, (Including screen protectors) cable ties, or sealed accessory bags must remain intact.
  • 7-Day Cosmetic Window: You must report any cosmetic or "out-of-the-box" defects within 7 days of delivery. After 7 days, the goods are deemed accepted in perfect condition. Claims made later (e.g., 2 or 18 months later) are classified as user-induced wear and tear and are not eligible for remedy.
  • Failure to Meet Standard: If an item is not returned in "as-new" condition, the return will be rejected in full. We do not "subsidise" customer usage; the item will be held for your collection as it is no longer sellable as a Kronos AV product. In these cases, we would ask the unit is collected within 7 days. 

5. Technical Faults & Verification 

  • 0–30 Days: Genuine manufacturing faults qualify for a refund or replacement.
  • 30 Days – 6 Months: Kronos AV reserves the right to Repair or Replace as the primary remedy.

     

     

     

  • Mandatory Verification: All "faulty" returns undergo a diagnostic.

    • No Fault Found (NFF): If the unit passes factory benchmarks, the return is reclassified as a "Change of Mind." If it has been used/opened, it will be subject to a Diminished Value Fee (minimum 30%) or rejection.

    • Costs: The customer is liable for all shipping and diagnostic costs for "No Fault Found" units.

6. Mandatory Repackaging & Transfer of Risk

The "Transfer of Risk" remains with the customer until the item is inspected by Kronos AV.

  • Original Materials: Use of original factory foam, bespoke inserts, and double-boxing is mandatory. Failure to do so is a breach of your duty of "Reasonable Care."
  • Negligent Packing: If an item is returned with substandard packaging and suffers transit damage, the return will be rejected in full. We will not facilitate refunds for goods rendered unsellable by poor packing.
  • Advice: If you are unsure how to repackage, you must request guidance before shipping.

7. The 6-Year Warranty

Covers internal mechanical or electrical failure. It does not cover cosmetic wear, accidental damage, or "burn-in" degradation. After 6 months, the burden of proof rests with the customer to show the fault was present at the time of manufacture.

8. Third-Party Courier Liability

The contract for carriage is between the customer and their chosen courier.

  • Damage in Transit: If your courier damages the item, Kronos AV will reject the return.
  • Claims: It is the customer's sole responsibility to pursue an insurance claim with their carrier. We will provide evidence of the damage to assist your claim. and support you were we can in this.

9. Dispute Resolution & Chargebacks

By completing a purchase, the customer agrees to follow the internal dispute resolution process in Section 1.

  • Pre-emptive Disputes: If a chargeback is initiated before our 14-day inspection period is complete, we will provide this policy and our technical reports to the card issuer as evidence of a breach of contract.
  • Legal Fees: Kronos AV reserves the right to recover administrative and legal fees incurred by successfully defending an invalid chargeback.