Returns, Warranty Claims & Withdrawal

How can I return a product?

• Please bring or send the product to us in its original packaging with all accessories included.
• Please include the invoice or provide your order number with the returned product.
• Detailed information about our return conditions can be found in our Terms and Conditions.
• You can download the standard withdrawal form here: Withdrawal Form

Which products cannot be returned?

• If you have used the Bang & Olufsen App, the product must first be removed from your Bang & Olufsen account. When removing the product, please select either “Sold” or “Help with installation”.
• For hygiene reasons, we do not accept returns of headphones.
• For products removed from sealed hygienic packaging, we may apply a deduction of up to 30% of the original purchase price or refuse the return.
• Software and other digital media cannot be returned.
• For products whose functionality or services are affected by activation, we may apply a deduction of up to 30% if the product has been activated.
• Electronic licences cannot be returned.
• A complete list of exceptions can be found in our Terms and Conditions.

How can I make a warranty claim?

1. Bring or send the product to our showroom in Dušní Street, Prague.
2. Include a brief description of the issue, your preferred resolution and how you would like the product returned once the claim has been processed.
3. Provide your contact details, including your e-mail address, telephone number and delivery address if you would like the product returned by courier.
4. Do not forget to include the invoice or your order number.
5. Warranty claims are processed within 30 days, although we usually complete them sooner. You will be informed about the progress by e-mail.

How can I send a return or warranty claim?

• You can bring the product to us in person or use a courier service of your choice.
• We recommend packaging the product securely and insuring the shipment with your carrier. The sender is responsible for any damage that occurs during transport.

You can also use one of the return services prepared for you. The maximum parcel weight is 30 kg depending on the service.

How are refunds processed?

• If you paid online by card, the refund will be returned to the same payment card. For all other payment methods, we will contact you by e-mail to request your bank account details.
• Refunds are processed within two working weeks, although we usually complete them sooner.