Returns, Warranty Claims & Withdrawal

 

How can I return a product?

• Please bring or send the product back to us in its original packaging with all accessories included.
• Please include the invoice or your order number with the returned product.
• Detailed information about our return policy 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 B&O 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 their 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 licenses cannot be returned.
• A complete list of exceptions can be found in our Terms and Conditions

 

 

How can I make a warranty claim?

1. Please bring or send the product to our Bang & Olufsen showroom in Dušní Street, Prague.
2. Include a brief description of the issue, your preferred resolution, and your preferred delivery method after the claim has been processed.
3. Please include your contact details such as your email address, phone number, and delivery address (if you would like the product returned by courier).
4. Don't forget to include your invoice or order number.
5. Warranty claims are processed within 30 days, although we usually complete them much sooner. You will receive updates by email throughout the process.

 

 

How can I send a return or warranty claim?

• You can either bring the product to us in person or use the shipping 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.
• Please send all returns and warranty claims to our showroom at Bang & Olufsen Prague Old Town, Dušní 10, 110 00 Prague 1. Shipments delivered to any address other than one of our showrooms will not be accepted.
  • (Alternatively, you may send your parcel to our second showroom located on the same street: VOIX Audio & Cinema, Dušní 3, Prague 1, 110 00.)
• You may also use one of the return services we have prepared for you. The maximum parcel weight for these services is 30 kg and the maximum insured value is CZK 20,000 depending on the selected service (see details below).
  • Packeta (Zásilkovna): Maximum parcel weight: 15 kg. Simply bring your securely packed parcel to any Packeta branch and provide return code 94885778.
  • PPL Collection: Maximum parcel weight: 30 kg. Complete the request form and follow the instructions provided at this link

 

 

How are refunds processed?

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