Refund Policy

1. CANCELLATION OF ORDERS

Once the product has been shipped, it cannot be cancelled. However, if the customer wishes to cancel the order and it was placed at short notice, they are advised to contact AudioTok as soon as possible. They will inform them of the order status and the possibility of canceling it.

2. EXCHANGE AND RETURN POLICY. WARRANTY.

To exchange a product, you must first return it and then purchase the new product.

Return due to withdrawal from the purchase of the product.

You can return the item by withdrawing from the purchase (if you don't like the product, were expecting something else, or simply want to return it) as long as it is within the 14-day period.

Send us the following information to our email orders@audiotok.com requesting a refund. In the subject line, you must indicate "Return due to Withdrawal: [order number]" and in the content of the email, you must indicate:

• Order number.
• Client name.
• Product to be returned.

In order for us to accept this return, the product must meet the following conditions:

• You must return the same item that was delivered. Don't forget to include the instructions and accessories inside the box.
• The packaging must be original and in the same condition as when you received it.
• The product must be clean and in good condition.

Furthermore, customers should keep in mind that some products, by their very nature, do not have the right of withdrawal. Examples include medical and/or personal hygiene products.

After receiving the return/withdrawal request email, AudioTok will send the customer instructions for shipping the product. The cost of such shipping will be borne by the customer. Upon receiving the product from AudioTok, we will verify that the aforementioned conditions are met. AudioTok reserves the right to issue a partial refund, discounting any loss in value resulting from use that does not comply with the agreement or the nature of the product.

If the return conditions are correctly met by the Customer, a refund of the full retail price of the product will be issued.

Return due to breakage/damage of the product during shipping.

During shipping, products may be damaged and may not arrive in perfect condition. In this case, two very important factors must be met:

• The customer has a period of 48 hours from the delivery of the order to report the incident to the email address orders@audiotok.com.
• Photos of the condition of the product, as well as the boxes and labels from the courier company, must be attached. These images will serve as evidence for filing any claims against the courier.

Send us the following information to our email orders@audiotok.com requesting a refund. In the subject line, you must indicate "Return due to product breakage/damage, order number: [order number]" and in the content of the email, you must indicate:

• Order number.
• Client name.
• Products with breakage/damage.
• Photographs and evidence of breakage/damage.

AudioTok reserves the right to resolve this type of incident, either by sending a new product or issuing a refund.

Return due to order shipping failure/error.

If you receive a product that doesn't match what you purchased, it may be due to a packaging error or a misunderstanding with the courier company. If this is the case, remember that you have 48 hours to report the incident.

Send us the following information to our email orders@audiotok.com requesting a refund. In the subject line, you must indicate «Devolución por fallo/error de producto, nº pedido: [número pedido]» and in the content of the email, you must indicate:

• Order number.
• Client name.
• Products with fault/error.

Return due to product defect/failure. Warranty.

All products sold from January 1, 2022, are covered by a three-year legal warranty against non-conformity, pursuant to the provisions of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users.

For products purchased prior to that date, the legal warranty period is two years from the date of delivery and will apply, in relation to the legal warranty as established by the General Law for the Defense of Consumers and Users in its wording prior to the amendments introduced by Royal Decree-Law 7/2021, of April 27.

The warranty start date will begin on the date the product is delivered. Therefore, we recommend that you keep a receipt or delivery note. Otherwise, the warranty start date will be the date shown on the purchase invoice.

The warranties do not cover defects caused by negligence, impacts, improper use or handling (other than those indicated in the user manuals), incorrect installation, connections to the electrical network other than those indicated, or materials subject to wear and tear due to normal use.

Once the product has been received at our warehouses, its condition will be verified. Our technicians will identify the problem and carry out the repair or replacement with a new model, unless one of these two options proves impossible or, compared to the other corrective measure, would entail disproportionate costs for AudioTok. Both measures will be free of charge for the customer. These measures will be carried out within a reasonable period of time depending on the nature of the products and their intended purpose.

AudioTok may refuse to repair or replace goods when this proves impossible or involves disproportionate costs. In this case, AudioTok may choose to issue a partial refund if the product remains useful to a certain extent. In the event of complete unusability, AudioTok may terminate the contract and issue a full refund of the product's value.

If, after collecting the product and diagnosing it by AudioTok Technical Service, it is determined that the conditions outlined in the General Law for the Defense of Consumers and Users are not met (for example, that the defect has been caused by incorrect use of the product, by a circumstance external to the product, previous repair carried out by unauthorized technical services, etc.), AudioTok will contact the Customer to inform them of the nature of the defect and the estimated cost of its repair.

In the specific case of some products considered "fungible goods," such as batteries, they cannot be used in accordance with their nature without being consumed. Therefore, the warranty will be applied based on their fungible nature and their specific characteristics, such as useful life, specified charging cycles, etc.

To exercise the warranty, the Customer must retain the invoice or proof of purchase. The product sent for repair or replacement must match the one sent by AudioTok, with the invoice or proof of purchase attached. It must be properly packaged and protected. If the product arrives at AudioTok's facilities with damage due to inadequate packaging or protection, the repair may not be covered by the warranty, and the Customer will be informed accordingly.

3. INDEMNIFICATION

AudioTok is not obligated to compensate the customer or third parties for the consequences of improper use of the product, whether direct or indirect damage, accidents suffered by people, damage to property other than the product, loss of profit, or lost earnings.

We also remind you that AudioTok does not cover damage caused by external factors such as power surges or drops, short circuits, atmospheric phenomena, fire, water, abnormal use of the product, burns, cuts, rubbing, creases, marks, scratches, or other damage that may be caused by animals, accidental drops, or improper use, as well as the use or contact with chemicals and treatment with unspecified cleaning products.