Returns and Refunds

At Falcon Acoustics we want you to be happy with your purchases. Occasionally though, we know you may want to return items.

Consumer Rights Act 2015 (UK Customers only). If having received the goods upon examination and before any use installation or connection of any nature you change your mind about your purchase, in accordance with Consumer Rights Act 2015 we will refund all money paid for a purchase by UK and EU customers including any postage and packing charged where supplied goods (excluding any Special Order items detailed in Paragraphs 5.5 and 7.2) are advised to us within 14 days of delivery as being returned. Please note that due to the nature of the product kits (once construction has been started), drive units and components once used, installed or connected in any way cannot be returned under the Consumer Rights Act 2015 unless found to be faulty. Returned goods must be received by us in the original packing and all in as 100% new condition including any packaging all as supplied or in the case of second user items as supplied within 14 days of advice of return. The cost of returning any goods under Paragraph 8.2 unless faulty shall be the responsibility of the customer. Goods returned as faulty for refund shall be subject to the provisions in Paragraph 8.5. This right of refund only applies to UK personal customers. Items detailed in Paragraphs 7.2 are hereby specifically excluded because of their personal customised nature from the Consumer Rights Act 2015. Any item returned for refund must be received by Falcon not more than 14 days from the date of requesting a return. Return items received by Falcon after more than 14 days from the date of requesting a refund will not be accepted for refund. Any non-recoverable original transaction charges will be deducted from any refund made.

• Returns - Non-UK Customers. Non-UK customers ( defined as a shipping/delivery address outside the UK) have 14 days from the date of receipt during which a return request can be made. Please note that due to the nature of the product kits (once construction has been started), drive units and components once used, installed or connected in any way cannot be returned unless found to be faulty. Requests for returns made after 14 days from delivery will not be accepted. The cost of returning any such goods including any Import Duties and Taxes is the sole responsibility of the purchaser. Any item returned for refund must be received by Falcon not more than 14 days from the date of requesting a return. Return items received by Falcon after more than 14 days from the date of requesting a refund will not be accepted for refund. Any non-recoverable original transaction charges will be deducted from any refund made.

Non-UK Customers. Please note you are responsible for all contact with shippers/shipping agents once purchases have arrived in the country specified at the time of purchase and to use all reasonable endeavours and provide any documentation needed to effect Customs Clearance. Please also note we never under declare the Customs Value of any non-UK shipments, we will always only declare the correct transaction value.

You are responsible for payment of all import taxes, tariffs, clearance costs and customs duties incurred, and we will not accept goods returned back to us due to non-payment of same for any reason.

We will not refund any purchase or shipment monies paid by you when ordering due to failure to make contact with or correspond with Shipping Companies or their Agents, Customs Officials or their Agents, failure to provide any documentation requested by Customs Departments to effect Customs clearance, of all import taxes, tariffs, clearance costs and customs duties incurred in any circumstances.

We will deduct all and any outgoing shipping costs and insurances, re-importation charges, taxes and costs, re-stocking costs (10% of order value or £30 whichever is the greater), bank or credit/debit card or payment processor fees and charges in £GBP from any refund made. Any return shipping costs in respect of Special Order Items as defined in 7.1 and accepted back by the manufacturer will be deducted from any discretionary refund made. 

Where any goods supplied by us are received in a damaged condition, you must sign a delivery receipt for them as "damaged" and notify us by email with photographs within 24 hours. If you sign for goods without any written note, comment or qualification they are deemed to be accepted by you as in good condition by both Falcon Acoustics and the delivery service used.

UK Customers are entitled to a reasonable time to examine the goods to ensure they are fit for purpose. Because of the nature of the goods we supply, the time allowed for this is 14 days. You must notify us by email or letter if the goods supplied are not fit for purpose i.e. faulty, and we wil then advise you of the returns procedure. The costs of return of faulty goods from UK customers only will be paid by Falcon Acoustics. Returned goods are subject to the conditions of Paragraph 8.5 below and to these Terms and Conditions generally.

We will not make any refund where an item is returned in accordance with 8.2 and 8.4 above that has been mis-used, wrongly connected, altered, damaged, leads or terminals bent, or where we determine at our absolute discretion on return that you misused, wrongly connected, altered, or damaged any item. Loudspeaker drive units are supplied in good faith to perform in accordance with manufacturer's published criteria and any drive units returned which are believed to fail to meet manufacturer's published criteria or Dead on Arrival will be returned to the manufacturer for testing and only if such returned units are reported by the manufacturer to fail to meet their published criteria and whose report shall be binding on Falcon Acoustics and the buyer will a refund be made. Second User items will not be refunded unless found to be Dead on Arrival. Items supplied as part of a kit for customer assembly are individually covered by manufacturers warranties in accordance with the conditions of this Clause such warranty shall not extend jointly and severally to the whole kit in the event of any warranty claim. Any repairs howsoever arising must be undertaken or approved prior to such work by Falcon Acoustics, any unapproved work renders all warranties in respect of those items or where supplied as part of a kit all associated kit parts and components void with immediate effect.

Please note that we are unable to accept cancellation of, or returns for, any digital items once downloading has commenced.

We do not supply goods on a Sale or Return basis. Items with free shipping or with shipping included in the final price paid returned for refund shall have our shipping costs incurred in shipping to you deducted from any refund.

If you wish to make a return or arrange for a replacement of an item found to be damaged on delivery, please contact us by email and we will be happy to guide you through the returns process. Non-UK customers must pay the costs of any nature howsoever incurred for returning the goods or any import duties payable on re-entry of the goods into the United Kingdom which shall be your responsibility for settlement in advance of delivery to Falcon Acoustics. For your security, at all times we advise returning goods by a fully trackable fully insured service. We will not refund outgoing shipping costs paid by non-UK customers on items purchased in error and will refund outgoing shipping costs only if the item is DoA or found to be faulty on return to us and subsequent examination confirms the fault.

We reserve the right to refuse orders where customers have made multiple previous returns or have bought goods in our oinion on a "sale or return" basis.