Please read the procedures below, then click on the link to create the case.
CREATE RETURN / COMPLAINT
- In case of complaint or cancellation of purchase, a case must always be created via our return system before the item is returned.
- As a Christmas gift service in the webshop, we offer extended return rights on items purchased before Christmas in November and December. Christmas gifts will be exchanged until February 1, 2026 for all goods that are returned in unopened packaging and in the same condition as received.
- In the event of defective goods or suspicion thereof, a complaint can be created with a complete description of the error. To resolve any doubts about the use or error, our customer service must also be contacted before creating a complaint.
- When/if the complaint is approved, you will be informed directly about the further course of action, either via email or telephone. Likewise, if the complaint can possibly be resolved without sending in the product.
Private consumers are offered a 30-day right of withdrawal at AV-Connection. The cancellation period expires 30 days after the day the entire order is received, or the last item in the order is received.
If the purchase is cancelled, you must notify AV-Connection within 30 days of receipt. Cancellation can be made via the return system, or by contacting customer service. If there are any challenges with this, you can use the standard cancellation form found in our terms and conditions as a last resort, but the former provides the fastest processing. In the notification, you must clearly state that you wish to exercise your right of cancellation.
You cannot cancel by simply refusing to receive the item without also giving AV-Connection clear notice of this (e.g. by creating a return case).
The right of cancellation applies as standard
only to private customers who shop via the webshop. The right of cancellation therefore does not apply as a rule to customers who shop in physical stores or to business customers, unless otherwise agreed in writing prior to the purchase.
If multiple items have been purchased in the webshop, you have the option to return one or more items, even if they were purchased in one order.
- Delivery of goods that are manufactured according to customer specifications, or have been given a clear personal touch, will generally not be subject to a right of withdrawal. Please contact customer service for specific information regarding your purchase.
- Delivery of goods that are likely to deteriorate or become obsolete quickly.
- Delivery of sealed goods that are not suitable for return for health or hygiene reasons and where the seal has been broken after delivery.
- Delivery of goods that, due to their nature, are mixed with other goods upon delivery and cannot be separated again.
- Agreements for specific urgent repair or maintenance work at the customer's premises that have been expressly requested.
- Delivery of sealed audio or video recordings or computer software with broken seals/packaging, e.g. projector bulbs/lamps, CDs, DVDs, Blu-ray media or LPs.
- Agreements concluded at a public auction/fair.
- Delivery of digital content, e.g. computer programs, apps, games, music, films, etc., which are not delivered on physical media if the customer has previously accepted that the execution will be initiated and that the right of withdrawal will thus be lost.
When returning, the order must be sent back to AV-Connection without undue delay, and no later than 14 days after AV-Connection has been notified of the cancellation of the purchase. The customer must bear the direct costs in connection with the return shipment of the goods. The customer bears the risk of the goods until the delivery is received by AV-Connection.
The return package should always be marked with a valid return case number when returning for quick processing, unless a return label has been purchased from AV-Connection, as it will then be marked automatically. In that case, a copy of the invoice or order registration must not be included.
AV-Connection DOES NOT receive packages without distribution, i.e. return shipments sent to a parcel box/delivery point, and not shipments that are delivered directly person-to-person.
The customer is only liable for any deterioration in the value of the item due to handling other than what is necessary to determine the nature, properties and functioning of the item.
In other words - It is possible to try the item in the same way as if it were tried in a physical store, but it must not be put into actual use.
If the item has been tried in addition to what is described above, AV-Connection considers it used, which means that if the customer cancels the purchase, only part or none of the purchase amount will be refunded, depending on the commercial value of the item.
The packaging is considered to be a significant part of the product's value, and the item must therefore always be returned in its original packaging. If this cannot be met, AV-Connection reserves the right to refuse the return or to deduct part of the return amount due to depreciation, but always with information about this beforehand. It is of course OK to open items in sealed blister packs to be able to try the item, but please be gentle.
The item(s) must always be returned in proper packaging, as the customer is liable for damaged returned items due to poor packaging.
The refund will be made no later than 14 days from the day on which we have received your message that you wish to cancel the agreement. However, we may withhold the money until we have received the returned goods or have sent documentation that the goods have been returned.
AV-Connection normally carries out such a refund with the same means of payment (and the same payment card) that was used for the original order/transaction.
All terms and conditions of sale and delivery
HIFI STEREO
