Effective Date: 1st January 2026
Thank you for shopping with Avenue Sounds. Due to the nature of professional audio equipment, electronics, and technical products, we maintain a strict but fair returns policy to protect both our customers and our business.
Please read this policy carefully before making a purchase.
1. General Return Conditions
We only accept returns where:
- The return request is made within 7 days of delivery.
- The item is unused, unopened (where sealed), and in original packaging.
- The product is in resalable condition.
- Proof of purchase (receipt or invoice) is provided.
Items that have been installed, powered on, programmed, or physically altered may not qualify for return unless confirmed defective.
2. Non-Refundable & Non-Returnable Items
The following items are strictly non-returnable unless defective:
- Opened microphones, earphones, headphones, or in-ear monitors (hygiene reasons).
- DJ controllers, mixers, amplifiers, and speakers once powered or used.
- Special-order or imported-on-request products.
- Clearance or discounted products.
- Software, digital downloads, or gift vouchers.
- Products damaged due to misuse, voltage fluctuations, improper handling, or negligence.
3. Damaged or Defective Products (DOA – Dead on Arrival)
If your item arrives damaged or not functioning:
- You must notify us within 48 hours of delivery.
- Provide clear photos and/or videos showing the issue.
- Retain all original packaging.
After technical inspection and verification:
- We may offer a replacement (subject to stock availability),
- Send the item for repair under manufacturer warranty, or
- Issue a refund if replacement is not possible.
Avenue Sounds reserves the right to conduct product testing before approving any refund.
4. Exchanges
We allow exchanges under the following:
- Exchange within 7 days for unused items in original condition.
- Price differences must be settled before exchange.
- Exchanges are subject to product availability.
Shipping fees for exchanges are the responsibility of the customer unless the product was defective.
5. Refund Processing
If a refund is approved:
- Refunds are processed within 5–10 business days after inspection.
- Refunds will be made via the original payment method (M-Pesa or bank transfer).
- Transaction or payment gateway fees may be deducted where applicable.
- Delivery charges are non-refundable unless the return is due to our error.
6. Order Cancellations
- Orders may be cancelled before dispatch at no extra cost.
- Once dispatched, orders cannot be cancelled and must follow the return procedure.
7. Warranty Coverage
Most products sold by Avenue Sounds are covered under manufacturer warranty terms.
Warranty does not cover:
- Physical damage
- Liquid damage
- Electrical damage caused by power surges or incorrect voltage
- Unauthorized repairs or tampering
Warranty claims may require manufacturer assessment and may take time depending on the brand.
8. Return Shipping Responsibility
- Customers are responsible for return shipping costs unless the return is due to our error.
- We recommend insured and trackable courier services.
- Avenue Sounds is not liable for returns lost during transit.
9. Fraud Prevention & Inspection Rights
Avenue Sounds reserves the right to:
- Refuse returns that do not meet policy conditions.
- Inspect returned items before issuing refunds.
- Charge a restocking fee of up to 15% for approved non-defective returns.
10. Contact Us
For all returns, exchanges, or refund inquiries:
Avenue Sounds
Luthuli Avenue, Nairobi, Kenya
📞 +254 799 553201 / +254 784 026067
📧 info@avenuesounds.co.ke
🌐 https://avenuesounds.co.ke