Returning an Item

We take great care to make sure that everything we sell is in the best possible condition when it leaves our premises. However, for those rare instances when a problem does occur, we offer a swap-out facility or a time-limited full parts and labour warranty, depending on the time and nature of the fault, to make sure your purchase continues to be as enjoyable as possible.

If you've purchased something through our site and it has gone wrong, we recommend you email or call us directly so we can offer more immediate support. The rest of this page details what warranty term is associated with what product, how to go about a return for an item purchased through a retailer, and what to do if your product is out of warranty.


Shortcut to an area of the document:

Warranty Length  |  Warranty Requirements  |  Turnaround Time  |  Out of Warranty Issues  |  Pro-Ject Turntable Servicing


Warranty Issues

Please find below a brief explanation of how we organise and process warranty claims.

Warranty Length

The following brands have a One Year warranty:

  • Lehmannaudio (extended to two years if you register your warranty with us)
  • Ortofon DJ
  • Reloop
  • SUMIKO
  • Unison Research (extended to two years if you register your warranty with us)
    • Unison Research valves carry a 90-day warranty

The following brands have a Two Year warranty:

  • Pro-Ject Audio Systems (extends to three years if registered within 4 months of purchase)
  • Box Design by Pro-Ject Audio Systems
  • Jamo
  • Klipsch
  • Musical Fidelity
    (Henley Audio will honour the warranty on Musical Fidelity products sold by the old Musical Fidelity company with 2.5 years of support, starting from the date of manufacture (printed on the rear of all products). No "extended" warranties - longer than the coverage offered by Henley Audio - will be supported.)
  • Music Hall
  • Opera Loudspeakers
  • Ortofon Hi-Fi cartridges
  • Reloop HiFi
  • Roon
  • Synthesis
  • Hi-Fi Rose

The following brands offer an open-ended warranty:

  • Glorious Record Boxes

Because of the nature of the products these brands produce, if ever an issue happens within a traditional ‘warranty period’ it is almost always from new. Glorious Record Boxes are very rarely faulty due to manufacturer error - so we deal with these returns on a case-by-case basis. We therefore suggest you contact us directly if you ever have an issue with this brand; we will then be able to advise you with exactly what we can do for you.

To read Pro-Ject Audio System's manufacturer warranty terms and conditions, please click here.
To read Ortofon A/S's manufacturer warranty terms and conditions, please click here.

Definition of Warranty

Warranty claims relate only to an issue that results from a manufacturing fault, or a failure in normal use.

The issue can be in any form that has a detrimental effect on the aesthetic, electrical or mechanical performance of a product, within the warranty period. Any faults from ‘user error’ are unfortunately not covered by the warranty of any of our brands.

Please Note: Products sold "open box" or "ex-demonstration" from an authorised Henley Audio retailer carry a warranty from the date the product was invoiced to the dealer by Henley Audio. Any extension of this period is offered only by the dealer, and will not be financed by Henley Audio. Similarly, Factory Outlet, End of Life and any other special clearance stock may be subject to a reduced warranty period.

If you have any questions regarding your specific situation, please call our office on 01235 511 166.

Commercial Use
Faults caused due to using domestic products in commercial environments or on commercial scales are not covered by warranty. Most products distributed by Henley Audio – unless expressly advertised otherwise – are intended for domestic use only. Using them for business applications are done so at your own risk.

Proof of Purchase
All warranty claims are validated and approved by returning the product with an authorised proof of purchase (a receipt or invoice) from an approved retailer. If you do not have the original receipt, try to get back in touch with the place where you bought it, to see if they still have a copy within their system.

Product Packaging
All warranty returns should be sent in the original product packaging. Failure to use the original packaging could result in transit damage to the product. Any defects caused by insufficient packaging of the product, and any associated charges that come as a result of those defects, are entirely the responsibility of the customer. With Pro-Ject turntables, exact information on how to pack the turntable is contained in the product's user manual.

In the case where products returned without original packaging are repaired and made available to send back to the customer, Henley Audio will either offer alternative packaging (if available, for a fee) or will make best use of the original return packaging (at the same time as making the customer aware of our concerns). Any damages incurred on the return transit to the customer as a result of poor packaging originally supplied by the customer will not be the responsibility of Henley Audio.

Dealers First
As a customer of the shop where you bought your Henley product from, your contract of sale is with them. As part of this contract, they are legally obliged to help support any warranty claims you may have. The dealer can help verify the fault and offer you more ongoing support during the warranty process.

If for any reason this is not possible, please call our office on 01235 511 166 before following the same returns process as outlined below in the 'Out Of Warranty' section.

Please note: if for any reason you do arrange a warranty repair directly with Henley Audio, your contract of sale and legal obligation for support remains with your retailer. For this reason, all transportation will need to be arranged at the customer's own cost and there is no possibility of a refund being offered directly by Henley Audio.

All items purchased through Amazon, Amazon Marketplace, eBay and other "third-party" sites can only be returned under warranty via the retailer who handled your sale.

Where the Repair will be Made
We do have an onsite service centre with skilled and well-trained technicians. In this service centre, we aim to repair most returns for the following brands:

  • Box Design by Pro-Ject Audio Systems
  • Jamo
  • Klipsch
  • Lehmannaudio
  • Musical Fidelity
  • Music Hall
  • Pro-Ject Audio Systems
  • Reloop
  • Reloop Hi-Fi
  • Roon
  • Synthesis
  • Unison Research (depending on the product/fault this may be returned to the manufacturer)

For the rest of our brands, we will receive the faulty item back here to confirm the fault, before liaising with the relevant manufacturer about a repair.

Out-of-the-Box Issues
If a fault is reported within the first six weeks after purchase, and is proven as faulty by Henley Audio, a replacement will be offered. The item will need to be returned in the original packaging with all included accessories before a replacement is sent.*

False Claims
If the warranty claim cannot be confirmed after inspection at Henley Audio's service department, the original unit will be returned, as it was received. Customers may incur some transport and labour fees in these circumstances.

Turnaround Time

We aim to turnaround all warranty products as quickly as we can. If the repair is to be done on site, and we have the required spare parts, we aim to have a turnaround time of roughly 1 or 2 weeks – including transit. If the repair is done off-site, turnaround time is usually around 4-5 weeks; but is again reliant on availability of parts.

Unfortunately there is no guaranteed time, so regular contact with your place of purchase is recommended, so they can help chase the repair on your behalf.*

* Please Note: This is only a guide on the normal protocol surrounding a warranty return. As most situations are unique, please recognise there may be some changes in this protocol depending on the circumstance.

What Happens to my Warranty After a Repair?

When a repair has been conducted under warranty, the original warranty timescale - starting from the point of purchase - remains and expires on the same date as before. However, Henley Audio aim to be an integrity company, and will consider all unique cases.


Out of Warranty Service

Henley Audio strive to offer the best possible after sales support, for new and old customers alike. As a result, we have a skilled service centre on-site, capable of offering out-of-warranty servicing on the following brands:

  • Box Design by Pro-Ject Audio Systems
  • Musical Fidelity (see special notes below about historical Musical Fidelity products)
  • Pro-Ject Audio Systems
  • Reloop
  • Reloop Hi-Fi
  • Roon
  • Unison Research (most repairs are carried out by the manufacturer in Italy)

For all out-of-warranty Ortofon issues, please consult our Ortofon Moving Coil Trade-In Scheme page.

Returns Process

All cases are circumstantial, so we ask all customers to call our office on 01235 511 166 to book your product in before sending anything back. Alternatively you can email us at sales@henleyaudio.co.uk

For Pro-Ject Turntable Servicing, we recommend you read our dedicated page here.

For out of warranty Musical Fidelity repairs, all bookings are made on the express understanding that there is a minimum inspection fee of £50.00 (for still current products) or £150.00 (for discontinued products). This fee includes 0.5 days inspection/labour time and the fee is absorbed into the final invoice. If at the end of this inspection period no resolution for the repair is found, one of our Service Engineers will be in touch to suggest the most economical solutions for you moving forward.   

Our guideline returns process is as follows:

  1. Confirm what you want us to do.
    Call us to discuss your situation. At this time we will also provide you with an RMA number, which is your reference should you need to chase the repair while it is with us
  2. Print out and fill in our Customer Returns Form.
    This form gives us all your necessary contact information, allows you to let us know what you want us to do, and allows you to highlight exactly what parts you're returning to us.
    Form available to download at the bottom of the page
  3. Pack your item carefully.
    Take care when packing, if you don't have the full original packaging we recommend you read our Packing Advice document.
    Failure to use the original packaging could result in transit damage to the product. Any defects caused by insufficient packaging of the product, and any associated charges that come as a result of those defects, are entirely the responsibility of the customer. Henley Audio will do all they can to report damages as soon as possible. In the case where products returned without original packaging are repaired and made available to send back to the customer, Henley Audio will either offer alternative packaging (if available, for a fee) or will make best use of the original return packaging (at the same time as making the customer aware of our concerns). Any damages incurred on the return transit to the customer as a result of poor packaging originally supplied by the customer will not be the responsibility of Henley Audio.
    Advice sheet available to download at the bottom of the page
  4. Return your item to us.
    You can arrange to send your item back at a competitive price using DPD Local's online service. DPD are our recommended courier, so we're confident you should experience no problems using their service. Find out more about shipping with DPD at this link.
    You are also welcome to send using your own preferred courier service. We cannot be held responsible for any damages caused in transit, regardless of the service used.
  5. Wait to hear from us.
    We'll inspect your item, and report back with our findings

Labour Charges

Our typical hourly rate for work is £45.00 +VAT, however we recognise the nuanced nature of the repairs we conduct, which means we price your repair in the most cost-effective way we can in order to find the best balance of service and economic viability. As a result, our quotes for work will include a labour charge, but this factors in not just time, but also parts required (including their cost) and the complexity of work required. The function of our Service Department is to help as best we can.

Fault Diagnosis Fee

In cases where a failure diagnosis is required before providing a quotation for repair, then a nominal charge of around £50.00 (excl. VAT), plus carriage, may be applied. This is only in cases where the quoted repair is rejected by the customer and the unit is to be returned un-repaired, and is dependent on the amount of time spent analysing the item. If the item is repaired here at the Henley Audio Service Department the diagnosis fee will be waived.

The exception to this rule is Musical Fidelity repairs, where a set pricing policy is in place as detailed above.

Warranty on a Repair

Out of Warranty repairs carry a limited warranty of 3 months, to ensure the viability of a completed repair. However, Henley Audio aim to be an integrity company, and will consider all unique cases.

Brands Not Listed Above

If you have a historical Henley product that needs an out-of-warranty repair but is not listed above, we recommend you get in touch directly with the manufacturer, if they are UK-based. We can happily help you with your return, but because the repair would not be done on-site, we would only act as middle-man, incurring extra carriage charges to your final bill.

If the manufacturer of your non-warranty product is not UK-based, please Contact Us to discuss your options.


Downloads

Packing Advice
Customer Returns Form