Shipping & Delivery, Warranty

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. The return shippingcost the customer will have to pay this himself. We advise to send the item back with insured packaging where upond delivery (we) 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.

Return shippingcost (14 days cooling off period) are not covered and are born by the customer. When you have a return cost that is high, a lote more than you paid for the shippingcost when you ordered at our website than we advise to contact us, so we can assist you in perhaps a lower shipping amount. Please note Shipping labels requested through our website portal (returns/warranty page), per country the cost is listed and this shippingcost will be deducted from the refund of the order (customer agree on this when using our shippinglabels).

In case your returncost are covered (a warranty product and also confirmed by Ludic) 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 Ludic 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.

Damages to packages delivered must be reported to the courier at the handover and must be informed to us immediately but not more than 7 days later than the delivery, otherwise we can’t take legal action for our insurances on the shipment. When B2b orders are placed, there is stock available and the order will be shipped mostly within 3 workdays after we received the payment (no later than 7 workdays). Customer will always receive tracking through our shipping partner, we expect customer will follow the trackingnumbers provided and will inform us in time when there are issues in the delivery. Also in the customers account the status of the orders can be followed, in case its shipped, the order will change to completed and (master) tracking is uploaded in the order itself so customer is informed and must follow actively the tracking. In case there are damages or status is delivered but customer did not received anything we expect that customer inform us within 7 workdays. If the customer does not follow this, the responsibility lies with the customer and the order will be considered as delivered. This arrangement is accepted at placing an order on our website, because we as the shipper must also be able to submit a claim to the carrier in a timely manner.

Ordering

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.

Viewing Orders

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