Return and Refund Policy

At Euro Electronic Space, we want customers to have clear information about returns, refunds and order issues before purchasing professional audio equipment.

Our inventory includes everything from compact DSP processors and amplifiers to large loudspeakers, flightcased equipment and complete professional sound systems. Because the size, condition and nature of these products can vary considerably, return arrangements may differ depending on the product, customer type and reason for return.

Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.

Our Return Policy

If you need to return an eligible product purchased from Euro Electronic Space, please contact us before sending the equipment back.

Do not return equipment without first receiving return instructions. Professional audio products can be heavy, fragile or require specialist transportation, and unauthorized returns may result in unnecessary shipping problems or damage.

When contacting us, please provide:

  • Your order number
  • Your full name or company name
  • The product you wish to return
  • The reason for the return
  • Photographs or video where relevant
  • Details of any damage, fault or missing item

We will review the request and provide the appropriate next steps.

Consumer Right of Withdrawal

If you purchase as a consumer and applicable European distance-selling legislation applies to your order, you may have a statutory right to withdraw from an eligible online purchase within 14 days without giving a reason.

The withdrawal period generally begins when you, or a person designated by you other than the carrier, receives the goods, subject to applicable law.

To exercise an applicable right of withdrawal, you must notify us within the required period through a clear statement indicating that you wish to withdraw from the purchase.

Certain products, transactions or circumstances may be legally excluded from the right of withdrawal.

Business-to-Business Orders

Many Euro Electronic Space customers purchase equipment for professional purposes, including rental companies, production businesses, venues, resellers and system integrators.

Different rules may apply when a customer purchases equipment in the course of a business, trade or profession.

A statutory consumer cooling-off period does not automatically apply to every business-to-business transaction.

Where a business customer wishes to return correctly supplied equipment for reasons unrelated to a fault or error, acceptance of the return may be subject to prior agreement and applicable contractual terms.

Eligible Returns

Subject to applicable law and the circumstances of the transaction, a return may be accepted where:

  • You exercise an applicable statutory withdrawal right
  • The wrong product was supplied
  • The quantity supplied does not match the confirmed order
  • Equipment arrives materially damaged
  • Equipment is materially different from its listing
  • A product has a qualifying fault
  • We otherwise agree to accept the return

Eligibility will depend on the individual circumstances and any mandatory legal rights that apply.

New, Used and Ex-Installation Equipment

Euro Electronic Space sells professional equipment in different conditions.

Products may be described as:

New

Like New

Mint Condition

Pre-Owned

Used

Ex-Installation

Serviced

Refurbished

or another condition stated on the individual listing.

When purchasing used or ex-installation equipment, customers should expect reasonable cosmetic signs consistent with the condition described.

A return generally cannot be based solely on cosmetic characteristics that were clearly disclosed in the product description or photographs before purchase, subject to applicable statutory rights.

Complete Sound Systems

Some of our listings contain multiple pieces of equipment sold together as one system or package.

These can include combinations of:

Loudspeakers

Subwoofers

Amplifiers

DSP processors

Racks

Flightcases

Rigging

Cables

and other accessories.

If an eligible complete package is returned, all components originally supplied as part of that package should normally be returned together unless we agree otherwise or applicable law provides differently.

Reporting Damaged Deliveries

Professional audio equipment can be large and heavy, so customers should inspect delivered shipments as soon as reasonably possible.

If the external packaging, pallet or flightcase shows visible transport damage, record the condition with the carrier where possible.

If equipment appears to have been damaged during shipping:

  1. Take clear photographs of the packaging before removing it where possible.
  2. Photograph the damaged equipment.
  3. Keep the original packaging, pallet or flightcase.
  4. Record visible transport damage with the carrier where possible.
  5. Contact Euro Electronic Space promptly with your order details.

Do not dispose of packaging while a transport-damage claim is being assessed.

Incorrect Products or Missing Items

If you receive the wrong product, incorrect quantity or believe an item specifically listed as included is missing, contact us promptly.

Provide your order number together with photographs of the equipment and packaging where appropriate.

We will review the order against the confirmed product or package contents and determine the appropriate solution.

Faulty Equipment

If you believe equipment is faulty, please contact us with a clear description of the problem.

Depending on the product, we may request reasonable diagnostic information such as:

  • Photographs
  • Video
  • Error messages
  • Display information
  • Serial number
  • Description of the system configuration
  • Other information necessary to understand the reported issue

Please do not carry out unauthorized modifications or repairs before contacting us if doing so could prevent the equipment from being properly assessed.

Any applicable statutory rights relating to faulty goods remain unaffected.

System Compatibility

A product is not necessarily faulty because it is incompatible with another piece of equipment that was not included in the transaction.

Professional audio systems can involve specific requirements relating to:

Impedance

Amplifier power

DSP presets

Network protocols

Dante

AES

Connectors

Voltage

Software

Firmware

and other technical considerations.

Customers should check essential compatibility before ordering. If you are uncertain about a technical requirement, contact us before purchasing or seek appropriate professional advice.

This does not affect your rights where compatibility was expressly represented as part of the sale.

Return Condition

Where appropriate and legally permitted, returned equipment should include the components and accessories originally supplied with it.

This can include:

  • Cables
  • Power leads
  • Covers
  • Flightcases
  • Wheelboards
  • Mounting accessories
  • Rigging components
  • Manuals
  • Packaging
  • Other included accessories

Customers should take reasonable care of equipment while it is in their possession.

For consumer withdrawals, any deduction for diminished value will only be made where permitted by applicable law.

Return Packaging

Professional audio equipment must be packaged appropriately for return transportation.

Where possible, use the original protective packaging, flightcase or shipping materials.

Heavy loudspeakers, subwoofers and amplifier racks may need to be returned on a pallet rather than through a standard parcel service.

A product should not be shipped in packaging that is clearly inadequate for its weight or dimensions.

Return Shipping Costs

Responsibility for return shipping depends on the reason for the return and applicable law.

If an eligible consumer simply changes their mind under an applicable withdrawal right, the customer may be responsible for the direct cost of returning the goods where legally permitted and properly disclosed.

Where goods are faulty, incorrectly supplied or otherwise non-conforming, different rules may apply and we will handle return costs in accordance with applicable law.

Because some professional audio systems require expensive freight transportation, please contact us before arranging return shipping.

Large and Palletized Returns

Large equipment such as:

Line arrays

Subwoofers

Complete PA systems

Amplifier racks

and multi-unit orders

may require specialist freight.

Do not arrange an unauthorized pallet or freight return without contacting us first.

Where a return is approved, we can provide the relevant return information so that the equipment can be transported appropriately.

Inspection of Returned Equipment

Returned equipment may be inspected after it arrives.

The inspection can include verifying:

Product identity

Serial number where applicable

Physical condition

Included accessories

Package contents

and the reported issue where relevant.

Inspection helps us determine the appropriate refund, replacement, repair or other resolution according to the reason for the return and applicable legal requirements.

Refunds

Once an eligible return has been received and processed, an applicable refund will be issued in accordance with the relevant legal and contractual requirements.

Where legally required, refunds will include amounts that must be refunded under applicable consumer legislation.

Refunds will normally be returned using the original payment method where practical and legally appropriate.

The time required for funds to appear can vary depending on the payment method, bank or financial institution.

Refund Processing

Where an applicable consumer withdrawal right applies, refunds will be processed within the legally required timeframe.

Applicable law may permit us to withhold reimbursement until the goods have been received back or until the customer provides evidence that they have returned the goods, whichever occurs first.

For other approved returns, processing may begin after the returned equipment has been received and reasonably inspected.

Exchanges and Replacements

Where appropriate, we may offer a replacement or exchange instead of a refund.

This may be useful when:

  • An incorrect product was supplied
  • A replacement unit is available
  • An agreed alternative better suits the customer’s requirements

Any replacement option depends on available inventory.

You will not be required to accept an alternative where applicable law entitles you to another remedy.

Order Cancellations Before Dispatch

If you need to cancel an order that has not yet been dispatched, contact us as soon as possible.

Where cancellation is legally or contractually available and the order has not yet entered an irreversible shipping or special-order process, we will provide the appropriate next steps.

Consumer cancellation rights remain unaffected where applicable.

Non-Returnable Items and Exceptions

Certain transactions may be excluded from standard withdrawal or voluntary return arrangements where permitted by law.

Examples can include products that have been:

  • Made or modified to customer specifications
  • Specially sourced under individually agreed terms
  • Customized for a particular installation
  • Otherwise excluded under applicable legislation

Any exclusion from statutory consumer rights will apply only where legally permitted.

A product being expensive, large, used or professional-grade does not by itself remove mandatory consumer rights.

Unauthorized Repairs or Modifications

If equipment develops a problem, contact us before carrying out significant repairs or modifications where reasonably possible.

Unauthorized alterations can make it difficult to determine the original cause of a fault.

This section does not remove any statutory rights and will not be applied where doing so would be unlawful.

Refunds for Shipping Delays

An estimated delivery date is not necessarily a guaranteed delivery date.

Transport delays can occasionally occur due to carriers, customs, weather or other circumstances.

Where a delay occurs, any cancellation or refund rights will be determined according to applicable law and the circumstances of the order.

How to Request a Return

To request a return, contact Euro Electronic Space through the official contact details published on our website.

Please include:

Subject: Return Request – Order #[Your Order Number]

Then provide your:

Full Name:
Company Name, if applicable:
Order Number:
Product:
Reason for Return:
Date Received:
Description of Issue:

Attach photographs or other supporting information where relevant.

Our team will review the request and provide return instructions where appropriate.

Important Return Notice

Please contact Euro Electronic Space before returning any equipment.

Professional audio products can require specific packaging, addresses and freight arrangements. Sending equipment without appropriate instructions may cause unnecessary delays or transportation problems.

Our Commitment

At Euro Electronic Space, we want customers to understand what they are purchasing and what options are available if something goes wrong.

We aim to handle legitimate return and refund requests fairly, clearly and in accordance with applicable law, whether the order involves a single DSP processor or an entire professional sound system.

For questions about a product’s condition, package contents, compatibility or shipping requirements, we recommend contacting us before placing your order.