International Shipping & Return policy – Useful Information

Stack Audio frequently ships globally direct to customers. This page provides general guidance on duties.

Disclaimer

Customs duties, rates and shipping information change frequently. You should always check your country’s customs website for information on importing items for personal use. Whilst we try to keep the data as accurate as possible Stack Audio cannot be held responsible for any incorrect information on this page.

All EU AUVA orders are now shipped from our Netherlands warehouse to avoid import duties for our customers. As such, IP-based country specific VAT will be automatically applied to EU customers whilst browsing our website.

Order dispatch estimates

1-2 estimate on AUVA 50s, 7 day current lead time on AUVA 70 and 100s.

EQs currently on backorder, delivery of components expected by 12/10.

We advise up to 5 working days dispatch time on all SERENE products.

Orders from United States of America

Average delivery time 2-4 working days

Stack Audio does not charge sales tax to customers in the USA. If you are viewing Stack Audio from outside the UK with a US IP address prices shown will be without Sales Tax (VAT). Please check your state specific import & duty information for accurate pricing. www.simplyduty.com is a great tool to use to do this.

If your order is over $800 you may be subject to import duties. 

Sales tax is not automatically charged on imported goods. However, Customers and Border Protection (CBP) declarations are made available to state tax representatives that may occasionally claim state taxes from the importer.

Orders from within the European union  

Average delivery time 2-4 working days

Due to now shipping from directly inside the EU through our Netherlands distribution center to avoid unexpected import fees and duties for customers, IP-based country VAT will be applied to all AUVA prices on our website.

We do not currently hold SERENE stock with our Netherlands distributor; all SERENE items will be subject to country based VAT rules upon import. Please check your country specific import and duties.

Stack Audio EU EORI number: NL87303038 NL, VAT number: NL827303038B01.

Orders from the rest of the World

With orders from countries outside of the EU, USA and UK, please refer to your countries customs websites for information regarding importing items for personal use and local customs duties.

A helpful tool for working out country specific import and duties can be found here: www.simplyvat.com

You will need to use the HS code applicable to the items:

SERENE parts: 85229000

AUVA products: 40169990

What is a HS CODE?  The Harmonized System is a standardized numerical method of classifying traded products. It is used by customs authorities around the world to identify products when assessing duties and taxes and for gathering statistics.

Returns Policy

AUVA

All AUVA products come with a 30-day money back guarantee. The period will commence once you have received the AUVAs. AUVAs must be returned with proof of purchase and in the original packaging, complete with all supplied fittings and accessories in original condition. This includes the AUVA user guide, spikes, felt pads & threads. Accepted returned items will be offered for re-sale as ‘B-Stock’.

SERENE

Stack Audio will accept returns or exchanges for the period of 90 days from the day we ship your order.

Items must be returned with proof of purchase complete with all supplied fittings and accessories in original condition. They must arrive in a re-saleable condition or at our discretion your return will either (1) not be accepted, or (2) your refund will reflect the cost of replacing those missing items and repair. Accepted returned items will be offered for re-sale clearly marked as refurbished/pre-owned.

Please note Stack Audio is not responsible for any installation or removal costs associated with the SERENE components.

General Moneyback conditions

We will request a detailed explanation of why you want to return the item so we can continue to offer good customer service.

Items need to be returned via registered post/delivery service to Stack Audio at your cost within the specified days of the date of receipt. We recommend you use a recognised service and insure all items for the full value as stated on your invoice. Stack Audio will not be held responsible for items that are lost, stolen or damaged in transit.

Refunds will be processed within 10 working days of receiving your return package following inspection of the condition of the contents.

If you received free shipping as part of your order, the initial shipping fee will be deducted from your refund.

Warranty

In addition to the Moneyback guarantee, all Stack Audio products are guaranteed for 3 years from the date of purchase against defects in manufacture and design. 

This warranty applies to the first owner and is not transferrable. 

Proof of purchase from Stack Audio or authorised dealers are required to process the warranty. For the LINK the serial number must be supplied. 

Items must be returned in the original packing with all supplied accessories and fittings. 

If returning an item directly to Stack Audio, please ensure they are returned via registered post/delivery service at your cost. We recommend that you use a recognised service and insure all items for the full value as stated on your invoice. Stack Audio will not be held responsible for items that are lost, stolen or damaged in transit. 

This warranty is limited to the repair or replacement of the equipment at our discretion. 

Exclusions

The following are not covered by the Stack Audio warranty:

• Transportation costs.
• Installation or removal costs associated with the SERENE components.
• Damage caused by incorrect installation, connection or packing.
• Damage caused by any use other than the correct use described in the User Guide, negligence, modifications, or use of parts that are not made or authorised by Stack Audio.
• Damage caused by faulty or unsuitable ancillary equipment.
• Damages caused by accidents and causes beyond the reasonable control of Stack Audio.
• Products where the serial number has been altered, deleted, removed or made illegible.
• Repairs or modifications that have been carried out by an unauthorized person including to the installed software on the LINK.

If you purchased your Stack Audio product from a dealer or distributor, please contact them first in the event of a warranty claim or technical query. If purchased from the Stack Audio website, please contact Stack Audio directly. 

The Stack Audio Moneyback Guarantee and Warranty do not affect your statutory rights.