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Returns Policy

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Nebula Audio Ltd Returns Policy

To successfully return an iKON AVS item, please adhere to the following steps. Failure to follow these procedures may result in your return being rejected upon receipt.


Obtain an RTB number


You must obtain an RTB (Returns To Base) number before making any returns. To obtain an RTB number please contact Customer Services on 01299 250991 or email support@ikonavs.com and provide the following information:
 
The order reference number
The part number(s) of the goods to be returned

The serial number of the goods to be returned (where applicable)
The reason for returning the goods (including a full fault description if there is a problem with the product)


What if there is a problem with the product?


If your item is found to be faulty, damaged in transit or sent in error, please return the item to us.

Any item found to be faulty or damaged in transit must be reported to us within 3 working days of receipt of the item.

Any item found to be faulty, damaged in transit or sent in error, we will reimburse any carriage cost incurred by you, when reported to us within 3 working days of receipt of the item.

You will need to give a full and detailed description of the fault or error before an RTB number can be issued.


Once we have received the item we will then assess it, and send a replacement item if found to be faulty or damaged.
This applies to all items within the 3 years manufacturer’s warranty.
If any item covered by this warranty is found to be faulty we will replace the item free of charge*.
If no fault is found with the item, you will be subject to an evaluation fee.
If any items returned are found to be outside of this warranty period, we will charge you accordingly for a replacement or repair of the item.

For any item covered by the lifetime warranty, only the connection plate will be replaced free of charge.*

Any custom connection plates found to be damaged in transit, we will replace the plate only.
You will be responsible to swap the connections over from the damaged plate to the new plate.

The damaged plate must be returned to us.


*This applies to the original purchaser, and is transferable to the end user.

Proof of purchase will be required by either the original purchaser or end user.

When returning an item, you must obtain proof of postage.
You must retain the proof of posting so that it is available should we request it.

We accept no responsibility for the items being lost or damaged when being returned to us.


What if I’ve changed my mind?


You will have a 7 day “cooling off” period. Nebula Audio Ltd offers a 7 day return option to all customers in any event. Such items must be returned in resalable condition and in original packaging.

Products must be returned at your cost with proof of delivery being available upon request.

Any custom made items or special ordered items cannot be returned for a refund.


Restocking Fee

All items returned within this 7 day “cooling off” period are subject to a 10% restocking fee, this will be deducted from your refund.
We do not refund the original shipping and handling that you paid on the order.

Goods returned after the 7 day period but within 30 days of purchase will be subject to a 30% restocking fee.

We do not accept returns after 30 days of purchase, unless the goods are faulty. (See above)


How do I pack it?


All goods returned must be securely packaged and returned in equivalent packaging to that in which they were received. Nebula Audio Ltd cannot accept returns if goods have been damaged in transit as a result of inadequate packaging.

Please clearly mark the RTB number on the outer transit packaging of your return. Do not write on or mark the product packaging. Please enclose a copy of your delivery note or invoice.


How long will it take?


Nebula Audio Ltd aim to have all returns processed (subject to inspection and acceptance) within 2 days of receipt.
Please allow up to 7 days for delivery for goods returned by post.

Any goods rejected for return will be shipped back to you at your expense.