Returns & Refunds Policy

If you’ve changed your mind, you can request a return within 30 days of the purchase date. To start a return, email info@divineaudio.co.uk
with your order number and the item(s) you’d like to return.

To qualify for a refund, the item must be returned:

– In the same condition as it was received
– With no damage or faults caused by misuse, incorrect installation, or improper handling
– Packed securely for transport (see “Responsibility for returned items” below)

If a returned item shows signs of use, missing parts/packaging, or damage beyond what’s necessary to inspect it, we may deduct a reasonable amount from your refund to reflect the reduction in value.

Return shipping

Unless the item is faulty, return shipping is the customer’s responsibility.

If you would like us to arrange collection/return delivery, a £20 per box charge will apply. This fee covers courier collection and the return shipment back to our premises.

Packaging and safe delivery back to us

During the return journey, you remain responsible for the item until it is received and checked at our warehouse. This includes returns where we arrange the courier on your behalf.

Please pack items carefully and protect them properly. We strongly recommend:

– Using the original packaging where possible
– Double-boxing delicate items
– Using sufficient padding to prevent movement inside the box

If an unwanted return arrives damaged due to poor packaging, we may deduct an appropriate amount from the refund to reflect the loss in value or the cost required to restore it to a sellable condition.

Restocking fee (items that have shipped)

As a small business, cancellations create a significant amount of extra work and cost for us. Reversing a transaction affects multiple parts of our operation, including accounting, our website systems, shipping arrangements, final testing, and more.

In addition, our card payment processor does not refund the processing fees, which can be substantial. We understand that many customers are used to instant cancellations and refunds from companies like Amazon, but unfortunately that isn’t always practical for a small company like ours.

Dead on Arrival (DOA) items

Occasionally, an item can arrive non-functional even when the packaging looks fine. If your item is dead on arrival, please contact us as soon as possible at info@divineaudio.co.uk (include your order number and description of the issue).

In many cases we can resolve DOA issues quickly with troubleshooting. If the item needs to come back to us, we’ll advise the next steps (repair, replacement, or refund). If we’re unable to repair the item within a reasonable timeframe, we will offer a refund.

Order cancellations

Before dispatch: If your order hasn’t been dispatched yet, we can cancel it straight away. Please email info@divineaudio.co.uk

After dispatch (before delivery): If the order has already been dispatched but hasn’t been delivered, we may be able to request a delivery stop/return-to-sender depending on the courier/service used. In this case, any refund will be processed once the item has returned to our warehouse and has been checked.

Responsibility for returned items

To be clear: the item remains your responsibility until it is safely received by us, even if we arrange collection. If an item is damaged in transit due to inadequate packaging:

For unwanted returns, we may deduct an amount from the refund to reflect loss in value and/or restoration costs.

For faulty returns, if additional damage occurs due to poor packaging, we may charge for the repair required as a result of that extra transit damage.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.