Townshend Audio Exchange and Returns Policy
At Townshend Audio, we want you to be completely satisfied with your purchase. That’s why we offer a 30-day audition period for all our products, allowing you to experience their performance firsthand. Below are the details of our exchange and returns policy.
30-Day Audition and Refund Policy
- Timeframe: You may return any product within 30 days of receiving it for a full refund, provided it meets our conditions. The 30-day period begins the day your item is delivered and ends the day it is shipped back to us. Late returns, including delays due to uncollected items at postal depots, will not be accepted.
- Condition: Items must be returned in “as new” condition, with no visible damage, wear, or alterations. All original packaging, tags, and accessories must be included. If the product is returned damaged, a reconditioning charge will be applied based on the cost price to restore it to as-new condition (see “Damaged Returns” below).
- Process: To initiate a return, contact us at mail@townshendaudio.com. We will provide a return shipping docket via DHL, and the product will be picked up from your home. You are responsible for the return shipping cost, which must be paid before pickup is scheduled.
- Refund Details: Once we receive and inspect the returned item, we will issue a full refund of the purchase price (excluding the original shipping cost) to your original payment method. Refunds typically process within [insert timeframe, 5-7days of receipt.
Exchange Policy
- Timeframe: We offer exchanges within 30 days of receipt if you need a different product (e.g., due to compatibility or preference).
- Condition: The same “as new” condition requirements apply as for refunds.
- Process: Contact us at mail@townshendaudio.com] to arrange an exchange. Return the original item using the DHL docket we provide (you cover return shipping costs). Once received, we’ll ship the replacement product, and you’ll be responsible for the new shipping cost TBD, every effort is made to charge you the most economical form of transportation for your return goods and no money is made on shipping.
- Availability: Exchanges are subject to stock availability. If the desired item isn’t available, we’ll offer a refund instead.
Damaged Returns
- If a returned product shows signs of damage or wear beyond fair audition use (e.g., scratches, dents, or missing components), we will assess it and charge a reconditioning fee based on the cost price to restore it. This fee will be deducted from your refund or invoiced separately if an exchange is requested. We’ll notify you of any charges before processing.
Non-Returnable Items
- Custom Products: Any custom-made or bespoke audio equipment is non-returnable once purchased. If unsure about specifications, please contact us before ordering.
- Opened Accessories: (e.g., cables must be handled with care and packed in the correct way to avoid damage, please see care instructions.)
How to Return or Exchange
- Standard Returns: Send all products to:
Townshend Audio
44-46, Uxbridge Road, Hampton, Middlesex, TW12 3AD - Special Instructions: For larger items (e.g., speakers or amplifiers requiring freight), email us at mail@townshendaudio.com for specific return instructions before shipping.
- Shipping Responsibility: You are responsible for return shipping costs and ensuring the item is adequately packaged and insured during transit. We recommend retaining tracking information.
Contact Us
Questions about returns or exchanges? Reach out to us at:
- Email: mail@townshendaudio.com
- Phone: +44 (0) 208 979 2155
