returns policy


The statutory cooling off period is set at 14 days, however Orange Audio offers its customers a 28 day money back guarantee as standard. This guarantee gives the customer the right to cancel an order for items purchased from the vendor’s website in writing or any other durable medium including letter, email, or fax.

As part of this additional guarantee products may be returned for a  refund within 28 days of purchase. Standard delivery charges will be refunded.

Some items are only eligible for money back guarantee if they are returned to us unused and sealed in the original packaging, and in the case of software, unregistered. These items can include, but are not limited to:


  • Software
  • CDs & DVDs
  • Headphones and In-ear Monitors
  • Earplugs and Ear Protection
  • Mouthpieces, Reeds etc… for Woodwind and Brass instruments
  • Mouth / Lip Care Products


We are unable to accept returns of any custom made items designed to work together as a unique package, such as computer system built to a customer’s personal specifications. Exceptions may only be possible with prior agreement of the vendor, and may be subject to a cancellation fee.


Your statutory rights state that a return request may be made within 14 days from the day after the day on which you receive the goods. At Orange Audio we offer an additional Money Back Guarantee as standard, extending the return request period to 28 days from the day of purchase. Standard delivery charges will be refunded and the vendor can also collect the goods from the customer free of charge for return requests made within 7 days from purchase date. Delivery charge refunds and free collections exclude delivery upgrade options including installation, two man delivery, timed and Saturday services.

When the vendor receives returned goods they will be inspected to ensure all manuals, accessories, free items and any other components are within the returned package and that the customer has taken reasonable care of the goods and also taken reasonable care to ensure the goods are appropriately packaged for safe transportation back to the vendor. If the vendor receives goods that have not had reasonable care taken, the vendor shall charge the customer a fee equivalent to the reduction in the value of the goods. If the goods have missing manuals, accessories, free items or any other components, the vendor shall charge the customer the cost of the missing items. These costs will be deducted from any refund that is due to the customer.

Items returned during 28 day Money Back Guarantee period must be in as ‘new’condition. If items are returned as NOT  ‘new’ with or  without the original boxes and packaging a re-stocking charge will be applied.

Products returned as ‘NEW’ the customer will receive back , a full refund, (100%) of the purchase price, including any delivery charge, within 14 days of receiving the returned product, by the original   method  we received payment.
Product  returned ‘USED’ Orange Audio reserves the right to charge and deduce 25% of any refund.

Definitions of condition: 

A brand-new, unused, unopened and undamaged item in the original packaging (where packaging is applicable).  Packaging should be the same as what is found in the retail shop. If the item comes straight from the manufacturer.  (So as any future customer would regard as ‘NEW’)

An item that has been previously used.  The item may have some signs of cosmetic wear, the packaging has been open or damaged, but is fully operational and functions as intended, with or without all the contents of the original product, including free items and any other components accessories and manual. This item may be a floor model or an item that has been returned to the seller.  (So as any future customer/s would regard as been ‘USED’)


All products carry a 1 year warranty unless otherwise stated. If items become defective due to manufacture fault within six months of purchase then the vendor will arrange for the collection and repair of the product entirely at the vendors cost. If the product cannot be repaired within 60 days, then a replacement product will be issued, which will not be older and not be in worse condition than original product returned by the purchaser. If the item becomes defective within the warranty period, but after six months from the date of delivery, then the same conditions as above apply but the customer will be responsible for the cost of returning the product to the vendor. Products may not be returned to the Vendor for refund later than 28 days from delivery unless the vendor is unable to comply with its warranty obligations. This warranty excludes items that have become defective due to miss use, accidental damage or any reason other than manufacture fault. If an item is found to be without fault on its return to Orange Audio, and is out of the period of 28 day money back guarantee, then we will return the item to you for a small charge. We recommend that you insure your goods.



Any goods received by the customer that have suffered damage in transit must be reported to the vendor as soon as possible, and at the latest within 7 days of receiving the goods. The vendor will collect damaged goods from the customer and deliver replacement goods as quickly as possible at its own expense. The vendor will not accept any responsibility for goods damaged in transit if the customer reports the damage more than 7 days after receiving the goods.

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