Return policy
I. RULES FOR RETURNING GOODS – BUSINESS CUSTOMERS (B2B)
(Applicable to legal entities and natural persons purchasing for professional / commercial purposes)
1. General Provisions
1.1. These rules establish the procedure for returning goods sold by AUDORES to business customers.
1.2. A business customer is deemed to be a buyer who purchases goods for professional, commercial or economic purposes.
1.3. These rules apply together with contracts, invoices and applicable legislation.
2. Return of Goods of Satisfactory Quality
2.1. Goods of satisfactory quality that conform to the order are not returnable and are not exchanged for business customers.
2.2. Returns are only possible with the prior written consent of AUDORES.
2.3. The Seller has the right to apply:
- an administration fee,
- compensation for loss of value,
- packaging / logistics costs.
2.4. Goods that have been operated, connected, installed or used will under no circumstances be accepted for return.
3. Custom Orders and Special Equipment
3.1. The following goods are non-returnable:
- goods manufactured according to specific customer instructions,
- individually assembled goods,
- goods with non-standard dimensions or functions,
- special project-based solutions.
3.2. Returns are only possible in the event of identified defects.
4. Return of Defective Goods
4.1. Upon identifying defects, the customer must submit a written claim and supporting evidence.
4.2. AUDORES has the right to choose to:
- repair the goods,
- replace the goods,
- reduce the price.
4.3. Goods are returned in accordance with the warranty terms and conditions.
5. Packaging and Completeness Requirements
5.1. A return (where agreed) is accepted only if the goods are returned with:
- intact original packaging,
- full set of components,
- all parts undamaged.
5.2. If the packaging is damaged or incomplete, the Seller may refuse to accept the goods.
6. Disputes
Disputes are resolved through negotiation, and if no agreement is reached – before the courts.
II. RULES FOR RETURNING GOODS – PRIVATE CUSTOMERS (B2C)
(Applicable to natural persons purchasing for personal use)
1. General Provisions
1.1. These rules establish the procedure for returning goods and withdrawing from the contract for consumers.
1.2. The consumer has the right to withdraw from a distance contract within 14 days.
2. Right to Withdraw from the Contract within 14 Days
2.1. The consumer may withdraw from the contract within 14 calendar days from the date of receipt of the goods.
2.2. The notice of withdrawal must be submitted in writing.
2.3. The goods must be returned within 14 days from the date the notice is sent.
3. When the Right of Withdrawal DOES NOT APPLY
3.1. To individually assembled / custom-made professional equipment
- non-standard dimensions, specifications, individual solutions.
3.2. To professional or industrial equipment that has been used more than is necessary for inspection:
This includes (but is not limited to):
- switching on,
- connecting it to electricity, gas or water,
- test runs or operating cycles,
- food preparation or washing,
- temperature processes,
- any operating wear marks on filters or other components.
Even a single start-up of the equipment is considered use.
3.3. To goods which, due to use, can no longer be considered new
(e.g. show mechanical damage, limescale, grease or temperature marks).
4. Packaging Requirements
4.1. The goods must be returned in their original, undamaged packaging.
4.2. Damaged packaging may result in refusal to accept the goods or in a reduction of the refundable amount.
4.3. The full set of components must be returned: documents, cables, screws, transport locks, accessories.
5. Consumer’s Liability for Diminished Value
5.1. If the goods have been used more than is necessary to inspect them, the consumer is liable for any reduction in their value.
5.2. AUDORES has the right to reduce the refundable amount to between 0% and 80%, depending on the extent of the damage.
6. Procedure for Returning Goods
6.1. The goods must be properly packed so as to be protected during transport.
6.2. The consumer arranges delivery of the goods to the Seller at their own expense and covers all direct costs of return, including courier, transport, packaging and any other necessary costs.
7. Procedure for Refunding Money
7.1. The money is refunded to the Consumer within 30 calendar days from receipt of the notice of withdrawal; however, the Seller has the right to withhold the refund until the goods are received or proof of dispatch is provided.
7.2. Only the cost of standard delivery is refunded.
7.3. The money is refunded by the same method used for payment, unless otherwise agreed.
8. Defective Goods
8.1. The consumer may submit claims regarding quality within 2 years.
8.2. AUDORES may offer repair, replacement or a price reduction.
9. Dispute Resolution
Disputes are to be resolved by negotiation, and failing that, in accordance with the procedure laid down by applicable law.