Returns policy

We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (excluding Sale items), we will exchange them or give you a full refund for the items*, provided that you return them to us in their original condition and packaging, unused and  with all packaging intact. If ever the packaging or product is damaged, you must inform us of it on the day of delivery. We will not accept any delays in such claims.
*Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you might be charged again for delivery. All replacement items are shipped via standard delivery. Express delivery of replacements may be requested at the time of return and the difference will be charged to your card. In case of replacement, we may alter the quantity of products ordered to reflect the costs of additional shipping.
We reserve the right to refuse returns of items where it is apparent that the item has been used.
We never accept returns of any hearing protection products (eg: earplugs, earmuffs) unless they are returned to us in their original sealed packaging. This complies with DSR regulations (Distance Selling Regulations)
Certain products are also excluded from our general returns policy for hygiene reasons - this will be indicated with the product information for these items on our website. These conditions do not affect your statutory rights.
Gift cards are non-returnable and cannot be exchanged for cash.
Returns period
# UK returns must be received by audilo.co.uk within 14 days of receiving your order. Four days should be allowed for postage, so please ensure your item is posted within 10 days of receipt.
# If original delivery was made to an address outside the UK this is extended to 20 days. 10 days should be allowed for postage, so please ensure your item is posted within 10 days of receipt.

If you wish to return goods to us, you must do so with our prior notice.

Return postage is payable by you. Send your return via an insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs if shipped from non EU country. Please retain your shipping documentation so that you can make a claim with your carrier in the event of items being lost in transit. We will not accetp any goods returned to us that incurs duties or customs charges.
We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.
If no return instructions are enclosed with your return, we will automatically issue a refund for the returned items.
Refunds
If you have requested a refund, replacements of a lower value than the returned goods, or no return instructions are specified, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer credit notes.
Replacements
If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order. Please note that, on orders paid for with only a gift card, we are unable to process replacements of a higher value than is available on the gift card. In these circumstances, you should request a refund for the returned goods. Once this refund has been processed to your gift card you will then be able to use the balance to place a new order, giving your additional payment details for any extra balance on the order form.

Return of Faulty Goods
If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.
Please quote your order number on the top left hand side of the package, to assist us in identification on return to audilo.co.uk.
"I've received some audilo items as a gift from someone else. Can I return them?"
Of course you can return them as normal - please refer to the return guidelines above and on the paperwork that came with the goods.
However please be aware that, as part of the returns process, the purchaser will automatically be notified by email of any returns, refunds or replacements. Unfortunately, we cannot prevent this as it is an automated part of our returns system.
If you request replacement items of a higher value, we would need to obtain the purchaser's permission before making an additional charge to their card. Alternatively, any difference can be paid using your own card - should you wish to do this, please include clear payment instructions with the returned items, together with contact details in case of any query.
If you request a refund, please note that this can only be issued to the card which was used to pay for the goods. We are unable to offer credit notes.