Terms & Conditions
Shipping & Delivery, Warranty
When determining damage on receipt, via courier UPS or GLS, buyer should inform Ludic Audio this by return and inform the courier at delivery, you can use the contact website pages. When no damage is visible on the outside package but product inside is damaged than this must be reported assap, but not later than 5 workdays after receiving the product. All the pieces need to be kept by the buyer as the damaged pieces / products and associated packaging such as boxes and inner packaging. Without these documents, the courier can not determine any damage report and without this the courier will not accept liability . If one of the pieces are missing , you expressly not entitled to compensation because Ludic Audio could no thorough investigation can be carried out concerning the damage caused and the reason thereof. Products that are shipped can be traced through GLS or DHL for 8-10 weeks. In case customer makes a claim after 2 months after shipment, shipping number is uploaded in the order, than this number is proof of shipment and also confirmation of delivery at customers adress. Customer must make a claim in time after shipment that there is not any delivery so we can claim it as well in time at our shipping company. In case customers does not follow this than customer will loose any right for lost shipments and it’s determined as delivered.
Demonstration models reduced warranty can apply this product as either hand used and sold. Such products are placed are listed with a lower price and and mentioned with the leadtime for a warranty. Upon acceptance of the product or purchase buyer accept this condition.
On cleaning or maintenance work as well as repairs due to lightning, water or moisture damage, is not covered by warranty. Van Ludic Audio is not obliged to rectify as long as the customer is in default regarding any performance. Shippingcost is mentioned in the checkout for Your country and depends on the kind of products are ordered. Ludic Audio always tries to offer the best rates.
Warranty is normal standard legal warranty 2 years. In case of any warranty issues, You pay shipping to us, and we pay shipping back, unless no fault is found. In that case you pay shipping both ways. In case there is defect and we pay the return shippingcost, it must always be confirmed that your shippingcost that you make is agreed in advance (so before you ship it or make cost) for height of the shippingcost. In case the shippingcost you are charged by the shipping company is found to high by us, we let it pick up by GLS or DHL to avoid high return shippingcost. We will refund these cost in 2 weeks after we received the product at our warehouse or agreed upon with the customer. When we pick it up and help you as service, the responsibility of the shipment remains with the buyer in case a package is lost or damaged. After all, we help you to generate a lower shipping costs, but the sender is still responsible for the return shipment and agree on this in advance. Once again, customer will not be relieved of his risk and duty for the return shipment of the package if we have picked it up, this is an agreement between Ludic Audio and buyer and customer when accepting the General terms. B2B (business 2 business) warranty is not under consumer law and is 1 year unless mentioned otherwise. In B2B shippingcost is not covered but always customers responsibility, also the return shipping after repair.
In case its shipped back withour our confirmation about your cost, we only refund our standard shippingcost as we had to make when we did pick up. Its best to use DPD if provided in your country, that has good rates and can be insured shipping. If you paid 0 euro for shipping at your order, we also advise to contact us about our shippingcost for pick up so you can check our pick up cost and your shippingcost locally, so we can avoid high shippingcost. In case you have a valid return, than we dont refund the shippingcost if you did not informed us about your shippingcost. but in the end also avoid higher cost than necessary. So again, if you have a valid return than we only refund your shippingcost in case we had the chance to decide if we do pick up or use your shipping, so we can choose the best shipping for us. In case we do pick up, you must agree that we can deduct the shippingcost from the refund (only in case its not a valid return and customer is obligated to pay the cost themselves). Also shippingcost is not provided when bought in Belgium for example and now you live in France, these extra cost is not covered by us. In case a product is send for warranty and after inspection we find out there is no defect, we charge 30 euro inspection cost for labour. The shippingcost for return are also charged. When products are second hand so bought from the first customer we dont provide shippingcost in any way under warranty to cover shippingcost. The agreement is made with the initial customer mentioned on the invoice. So when a product is sold to another owner, warranty is not handed over to the second owner. We will do service for second-hand purchases, however there is a charge for those services since the warranty does not transfer to second owners. This charge will be quoted to the customer by email.
Shipping dates when shipped? Just click on the product pages and you see stock status mentioned under the price. What is expected stock? well there is simply no stock at the moment but we expect new stock at the date mentioned. Its not a hard date you can derive rights from. Also the expected shipping dates are not guaranteed, we do our best to ship, but there can always be a delay when its busy. Do you want to wait when its on stock stock than you can do that also. In case we need to ask more information about your adress since its not clear to us what you filled in at the order, than the expected shipping dates are not valid anymore. In that case we need to wait on your information and after that we can book your shipment. We get a lot of questions if there can be placed an pre-order. If we open this, you must be aware that the expected date of shipment is not fixed and can be extended in case production lasts longer than expected etc. On the website at product page itself the status will be uploaded. Customer can check on the product page for an update. Once we have a guaranteed date we will inform customers. An order will only be shipped once all products are available for shipment. Placing an order customer agree with this. When a order is placed and customer wants to cancel afterwards, there is a possibility the order is shipped yet, also customer must take in mind we have 3 workdays to answer emails. When an order is placed and shipped already, also in that case customer is responsible for the return shipment in case customer still wants to cancel the order. Refund is processed once the package is returned.
Shipping cost is calculated in checkout, for Islands please note we have to charge an additional 25 euro shippingcost after the order is made. This extra shipping free is not in any way refundable.
Privacy & Security
Ludic Audio respects the privacy of all users of its site and ensures that the personal information that buyer will be treated confidentially. We use the information from buyer to process orders as quickly and easily as possible to proceed. For the rest, we will use this information only with the consent of the buyer. Ludic Audio will not sell personal information of the buyer to third parties and will only make available to third parties involved in the execution of the order placed by the buyer.
The transmission of personal offers, newsletters and / or advertising material by Ludic Audio just happens and has given, on Buyer‘s only permission.
Returns & Replacements, warranty, Liability
All sales are covered under European Dutch Law, which means a customer can send back a product within a 2 weeks period. In this period, a so called cooling off period, the customer can request to send the product back. We advise to send the item back with insured packaging where upond delivery the receiver must sign for it. Ludic Audio is not responsible for any lost packages or shipments that did not used the correct return adress as mentioned on the return form. In the so called cooling off period, a product can’t be used in a normal way (so use it for 2 weeks, but you can use it like you test it in a hifistore), since than the product is bought by the customer and there is no return possible. If a product is send back in the 2 weeks leadtime (from the day the product is delivered at the adress from the customer) Ludic Audio will inspect the product. Any damages on the product will be deducted from the total amount which customer will receive back. If there are any damages or glue etc on it, than there will be send a report first to the customer. The refund to the customer will be done within 2 weeks after receiving the product.
Charges or shipping for sending products back in return are not covered unless Ludic Audio will mention themself the cost are covered. When you have a return cost that is high, more than you paid for shippingcost when you ordered at our website than we advise to contact us. In case your returncost are covered (and also confirmed by Sonority) than we ask for a receipt of your shippingcost and we pay back the shippingcost on your account. In case you just send it without consulting Sonority and your product is indeed defective, we refund you the original shippingcost that we charged to ship you the product when you ordered it on our website. You need an Return form and authorisation to send items back, also you will get our adress in that case for shipping back. You can’t use the adress on our website or invoice. If you do, we are not reliable for any extra cost that comes out of this or when any shipment is lost. A sender is legally always responsible for the return shipment. In case its lost, damaged or not send to the correct adress we cant file a claim as receiver, that must always be done by the sender.
There is a 2 year legal warranty period for most products according to Dutch law. Dutch legislation also applies to any dispute that exists with the customer under warranty or any other situation. In any dispute the court in The Netherlands The Hague is the designated court. For warranty issues you pay shipping to us and we pay shipping back (see remarks for shippingcost return), unless no fault is found. In that case you pay shipping both ways. Always send us an email first to get a return shipment for warranty issues. Warranty is 2 years but can be up to 5 years on parts for some specific products like Schiit Policy. Labor is still 2 years. Warranty on repairs is 1 month.
Products that are excluded to return within the 14 day legal cooling off period are installed upgrades that are done on second hand products and send by the customer to Van Ludic Audio. This is upgrade is done on specifications of the buyer. We provide a service to the customer and the right of return policy is excluded. When customer order the upgrade service on this website customer agree with the direct delivery of this service and thus renounce the right of return policy. The consumer has declared to waive his right of termination once Ludic Audio has fulfilled the agreement. In any case there can be a return (only on decision of Sonority), than customer is obligated to pay the shippingcost both ways (return to sonority and return to customer), Ludic Audio will charge the actual shippingcost (which can be higher than the shippingcost we charged at the order), if you want to know these cost just contact us so we can inform you about the height of the shippingcost. Returns from Swiss or other Outside the no duties zone Europe, are charged with 5% return fee from the retail price.
Shipments that are send to Sonority and responsibility
Customer is always responsible for the return shipments such as standard returns within the 14 day cooling or when a customer send a product to us for repair or an ugrade. When we receive a package and we find out the product is damaged, we will report this asap and we will send pictures as well from the box and the damaged parts from the product itself to the customer. We also try to inform the shippingcompany when we see damage on the outer package when we accept the package. Most shippingcompany will not give a damage rapport from the driver so we can only mention this to the driver, since there is a special department at the carrier who will handle such claims. Sonority Audio Import can’t be held responsible in any way for accepting a package and when we open it, its damaged. The legal responsibility lies with the sender and you as contractor (sender) must inform the carrier about the damage.Therefore you as sender must than claim your damage at your shippingcompany. You can than already use our pictures we send you from the box and product to substantiate your claim. We will hold your package for maximum of 8 weeks so that the shippingcompany can inspect your package and product, to find out if the package is sufficient enough within the terms from the shippingcompany. When we dont hear any update from you as sender that the shippingcompany will inspect the product, we are not forced to keep your package in our warehouse more than 8 weeks after we send the email that the product is damaged at arrival. Customer (sender) is obligated to keep us informed that the claim has been submitted at the carrier and when the carrier will come and inspect the package at our facility. Normally a shippingcompany wil inspect the damaged package/product within 1-2 weeks. Sonority Audio Import takes no responsibility for these damaged products upon arrival. Full responsibility lies with the sender and sender has agreed on these terms when placing the order. We do, however, try to facilitate you where possible to substantiate your claim to the shippingcompany.
In case there is a damaged product that is delivered from customer to Sonority and the inspection will not took place within 4 weeks after we informed you and we are not informed when the inspection will take place. Sonority will charge 30 euro per week for the time its stored in our warehouse untill we have informed you that we put your product for waste processing for electronical products. Customer is responsible for his product and we are wiling to keep it without any additional cost in our warehouse to support your claim, but than we need to know about the progress of the claim. In case its not we are entitled to charge this amount and after 4 months to throw away the product without any liability.
B2B, business to business order, so EX VAT order on special request, are not included within the internet consumer regulations for buying over the internet, because you choose to handle as company and not as consumer. Returns are not accepted in general. In case a return is accepted the shippingcost we had to make to ship it to your adress is not refunded, only the price for the product. B2B orders customer always pay shippingcost both ways (to us and returncost to customer adress), these shippingcost are the actual cost we have to pay and can be different than the shippingcost when placing an order on our website. Returns are not accepted for dealers or distributor orders and are excluded in any way for return or refunds. In case a business relationship is terminated in one way or both ways, any outstanding orders must be paid. Any remaining stock has become the property of the dealer or importer as soon as it is delivered and will not be returned or reimbursed in any way.
We have the right to change the prices and supply, especially when this is necessary due to (legal) regulations. An agreement is only final after we accepted the order placed by the buyer. We have the right to refuse or to attach certain conditions to the delivery, unless expressly stated otherwise. If an order is not accepted, this will be stated within 5 days or later when you know a product is on backorder (than it depends on the fact we could deliver or not).All prices are mentioned before check-out and also mentioned including VAT and shippingcost.
When a product is ordered, we send it asap. We mention an expected shipping day, but we could also send it earlier (for example same day). In case a customer changes his mind, the customer has no immediate right to get a refund for th order if the product has already been sent. It is also possible that we have not yet read the email from the customer and the product has already been sent in the meantime. We have 2-3 workdays to read an email. We assume that before the customer places an order, he / she should carefully consider this. In our process we cannot take into account customers who change their mind within a few hours or 1 day and want to cancel the order already. The customer must ensure that the product is first returned to us, so that we can refund the customer with regard to the order. The customer agrees to this when placing an order on our website. So if the product is still on its way to the customer, the customer will have to wait for it to be delivered and than send it as return request to Sonority. Or refuse the deliver so that it will automatically return to us. The same is also applicable in case we missed your email and could not confirm the cancellation before shipping the order. We also dont want to send orders when customer dont want the order anymore, but we must ensure the product is not on its way to the customer, we refund you meanwhile and it will also be delivered. So for both parties must be ensured, customer cancel the order, we have the product in our possession and customer get a refund.
Stock status, Just click on the product pages and you see stock status mentioned under the price. What is expected stock? well there is simply no stock at the moment but we expect new stock at the date mentioned. Its not a hard date you can derive rights from. Do you want to wait when its on stock stock than you can do that also. When ordered one product and you want to order more but second or third product is not on stock, we will ship your first order. We will not wait untill you can place the order for second or third product, when this is on stock. We have the right to ship your first order at any time. Any cost for returning the product is offcourse for the customers, since there is a buy for a product which we are legally bound to deliver.
Payment, Pricing & Promotions
The prices for the products and services are listed in Euros, including VAT. If there are shippingcost, this will be stated at the checkout, so a customer must agree before buying. All prices are subject to change. Payment must be made without discount or compensation prior to delivery or upon delivery of the goods , unless otherwise agreed in writing.Payment can be done with the following options:– Standard banktransfer (IBAN/BIC), please transfer the amount to our bankaccount with the ordernumber. – IDEAL, electronic payment for Netherlands– Giropay, electronic payment for Germany – Sofortbanking, electronic payment for Belgium– PaypalAll orders will be shipped when payment is received. When payments will take too long to be received, 10 days or more, we will cancel the order. If the Buyer is in default with the payment of outstanding claims we will refuse any new orders as long the outstanding claim is still open. We are entitled to suspend or dissolve the agreement. We are entitled to make use of third parties in use in the collection of claims. SEPA transfer through the website needs to be paid within 12 days otherwise it will not be accepted by Mollie and automatically refunded.
Shipments that are returned after acceptance the amount will be credited back usually within 5 working days but at the most within 14 days to the account of the buyer. Buyer agrees to that period when making a purchase on this website. This return payment shall also be applied in the case the customer decides to return his money back before shipment went out. The refund to a customer will be made back on the same way the customer paid. You cant send an new bankaccount unless the one on which you paid is deleted. For example when you pay with paypal the funds for refund will be made on your paypal account. Always in the same currency on which you paid us and the same amount on which you paid us. We are not reliable for any losses in this. In case we have to give a refund and a customer paid with another currency, we are not reliable for losses. We pay you back the same currency as we received and the same amount that we received. In case a paypal payment is choosen and a backorder is more than 60 days, we need to refund you within 60 days. We cant keep payments open longer than 60 days. if you pay through normal banktransfer, Ideal, Bancontact or Giropay than this is no problem and it can stay open longer and we can give you a refund at any time.
Customer can log-in with his private username and password. In the private area a customer can always see the status of the order and shipment.
Updating Account Information
Customer can log-in with his private username and password. In the private area a customer can change his personal data, such as name and adress