WARRANTY AND RETURNS POLICY OF
CRYSTAL SOUND
Thank you for choosing Crystal Sound.
We have implemented strict quality control procedures to ensure that our products meet the highest professional standards. Our systems are designed for intensive use in guided tours, museums, and events and can be purchased with full confidence.
If you experience any issues or have questions, please contact us at support@crystalsound.eu.
Our technical and customer support team will be happy to assist you and provide the most appropriate solution. We sincerely apologize in advance for any inconvenience.
WARRANTY PERIOD
Crystal Sound provides:
- 2-year warranty on main devices (receivers, transmitters, audio guides);
- 2-month warranty on accessories.
Accessories include, but are not limited to: headphones, batteries, antennas, cables, lanyards, housing parts, and similar components.
The warranty covers manufacturing defects and malfunctions occurring under normal professional use.
RETURNS AND REFUNDS
1. GENERAL CONDITIONS
Orders are usually processed and prepared for shipment within 4–10 business days, excluding customized products, pre-orders, or items temporarily out of stock.
Customers may request order cancellation before shipment for immediate processing.
Returns are accepted within 30 days from the delivery date, provided that:
- The product has not been used;
- The product is undamaged;
- The product is returned in its original condition and suitable for resale.
2. RETURNS SHIPPING AND REFUNDS
- Customer-initiated returns (change of mind, ordering error, etc.):
return shipping costs are borne by the customer. - Crystal Sound errors (defective items, shipping damage, incorrect items): return shipping costs are covered by Crystal Sound.
Approved refunds are processed within 3–7 business days after inspection and are issued using the original payment method.
3. RETURN ADDRESS
The return address will be provided only after return authorization has been approved by Crystal Sound. Returns sent without prior authorization will not be accepted.
NON-RETURNABLE CASES
Returns will not be accepted in the following cases:
- Damage caused by misuse, negligence, unauthorized repair, or modification.
- Return requests submitted more than 30 days after delivery.
- Custom-made or specially configured products, except in cases of verified manufacturing defects.
In cases of misuse-related damage, customers may contact Crystal Sound to request paid post-warranty repair or servicing.
PRODUCT REPLACEMENT
- If items, accessories, or documentation are missing from the package, please contact our support team to arrange re-shipment.
- If a product is damaged during transportation (not caused by the customer), photo or video evidence is required. After verification, Crystal Sound will arrange a replacement.
IMPORTANT CONDITIONS
- Returns without prior authorization will not be accepted.
- All returns must include a Return Merchandise Authorization (RMA) code issued by Crystal Sound.
- After shipping the return, customers must provide the tracking number to ensure timely processing.
SCOPE OF APPLICATION
This policy applies exclusively to purchases made directly through the official website www.crystalsound.eu or via Crystal Sound’s direct sales channels.
If the product was purchased through a distributor or third-party platform, customers must contact the respective seller directly.
We strongly recommend checking the package contents and condition immediately upon receipt.
FREQUENTLY ASKED QUESTIONS (FAQS)
Q: How can I return a product and receive a refund?
A: Please review this policy and contact us at support@crystalsound.eu to request return authorization. Refunds will be processed after the returned item is received and inspected.
Q: What if I have not received my refund?
A: If more than 7 business days have passed since return approval, please contact our support team. We typically respond within one business day.
Q: What if I received the wrong product?
A: Contact us immediately. We will arrange the return and send the correct product at no additional cost.
Q: What is the warranty duration?
A: 2 years for main devices and 2 months for accessories. A 30-day return period applies under the conditions outlined above.
