Refund policy

Private customers in the EU are covered by a 14-day return policy, which means you have 14 days right of withdrawal after receiving your item. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Except in the case of incorrect or damaged items received, the cost of returning the goods to Pro Sound Europe is the responsibility of the customer.

To start a return, you can contact us at sales@prosoundeurope.com.

If your return is accepted, we’ll send you an email with this information as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If accepted, returns will need to be sent to the following address: 

Pro Sound Europe
Hellgasse 3
1160 Vienna
Austria

Return requests outside of this 14-day time period will be handled on a case-by-case basis and may incur restocking fees depending on the length of time, condition of the products/packaging and costs incurred in returning or repatriating the goods.

You can always contact us with any questions at sales@prosoundeurope.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Cancellations & Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. You will be refunded the full amount minus any transactional fees or costs incurred in returning the goods.

If more than 15 business days have passed since we’ve approved your return, please contact us at sales@prosoundeurope.com.

Special Order Items & International Returns

Cancellation of orders with special ordered or custom made items (for example cables), or orders shipped internationally (export) are not guaranteed and will be considered on a case-by-case basis. If approved, this will incur a cancellation fee to cover administrative costs and any expenses incurred in the procurement or returns process. This will be 10% of the item's value up to a maximum fee of €750. If you would like to order a special order item and pay in installments (full payment required before delivery) then please contact us at sales@prosoundeurope.com.

Returning Bundled Items

Items purchased together in bundles at special prices carry special conditions:

• bundle product discounts apply only if all items are kept.

• partial returns from bundles will receive partial refunds as breaking up the bundle items will void the original bundle discount.

Returning single items from a bundled product will invalidate the bundle price and only the difference may be credited or refunded on return. 

Delivery Times

Any delivery times, nomatter the product(s), are subject to change dependant on our suppliers. We cannot be held accountable for delays to delivery of goods caused by situations outside of our control.