Returns & Refund Policy
Last updated: August 2026
At EOS, customer satisfaction is important to us. We strive to provide accurate product descriptions and transparent condition information for every item we sell. This Returns & Refund Policy explains how returns and refunds are handled for orders of used audio visual equipment for sale supplied throughout Europe.
Return Eligibility
Customers may request a return if the product received:
- Arrives damaged during shipping.
- Does not match the product description.
- Is significantly different from the advertised specifications.
- Was delivered incorrectly.
To be eligible for a return, the product should be returned in the same condition in which it was received, including any accessories, manuals, or included components where applicable.
Return Request Period
If you experience an issue with your order, please contact EOS as soon as possible after receiving your delivery.
Prompt notification allows us to investigate the issue and provide the most appropriate solution.
Non-Returnable Items
Returns may not be accepted for:
- Products that have been modified or altered after delivery.
- Products damaged through misuse, improper installation, or accidental damage.
- Products returned with missing parts or accessories that were originally supplied.
- Products showing signs of misuse after delivery.
- Clearance or final sale items where stated on the product page.
Return Process
To request a return:
- Contact EOS by email with your order number and a description of the issue.
- Where applicable, include photographs showing the product and any damage or defects.
- Wait for return instructions before sending the product.
- Carefully package the item to help prevent damage during return shipping.
Returns sent without prior approval may experience delays in processing.
Product Inspection
Once your returned item is received, our team will inspect it to confirm that it meets the requirements of this policy.
After inspection, we will notify you of the outcome of your return request.
Refunds
Where a return is approved, refunds will be processed using the original payment method whenever possible.
The time required for the refund to appear may vary depending on your payment provider or financial institution.
Exchanges
Where stock is available, EOS may offer a replacement product instead of a refund if this is the preferred solution.
If a replacement is unavailable, a refund or alternative solution may be offered.
Return Shipping
Where a return results from an incorrect item, a product significantly different from its description, or another confirmed issue attributable to EOS, we will work with the customer to determine the most appropriate return solution.
For returns requested for other reasons, return shipping arrangements may be the responsibility of the customer unless otherwise agreed.
Damaged Deliveries
If your package arrives with visible shipping damage, we recommend:
- Inspecting the package before accepting delivery where possible.
- Taking photographs of the packaging and the product.
- Contacting EOS promptly with the relevant details.
This helps us work with the delivery provider to resolve the issue efficiently.
Order Cancellations
Orders may be cancelled before dispatch by contacting EOS as soon as possible.
Once an order has been dispatched, it will be subject to this Returns & Refund Policy.
Used Equipment
EOS specialises in used professional audio visual equipment. As a result, normal cosmetic wear may be present unless otherwise stated.
Minor cosmetic imperfections that have been accurately described or shown in product photographs do not normally qualify as product defects.
Our Commitment
We believe transparency is essential when buying used AV equipment. Every product listing is prepared with clear specifications and condition information to help customers make informed purchasing decisions and shop with confidence throughout Europe.
Contact Us
If you have any questions regarding returns, refunds, or your order, please contact us.
EOS
Email: contact@eurleos.com