The short version
You have 30 days from delivery to return unused items for a full refund. Returns are free in the EU and the US — we email you a prepaid label. Start a return at returns@kestrelaudio.com with your order number. Refunds are issued within 5 business days of the parcel arriving back at our warehouse.
What can be returned
An item qualifies for return if it is:
- returned within 30 days of delivery (14 days in the EU is the legal minimum; we extend it voluntarily);
- unused, unwashed and in a resaleable condition;
- returned with its original packaging, tags and any accessories;
- accompanied by your order number or the returns note included in the parcel.
Not returnable (unless faulty): personalised or engraved items; gift cards; sealed hygiene or food-contact items that have been unsealed; items marked "final sale" at the time of purchase; and made-to-order furniture once production has begun.
You are welcome to unpack an item and handle it as you would in a shop. We may deduct an amount for diminished value caused by handling beyond that — for example washing a a pair of headphones, or assembling and damaging a stool.
How to return an item
- Email us at returns@kestrelaudio.com with your order number and the item(s) you want to return. Tell us the reason — it helps us improve, and it is not required.
- Get your label. We reply within one business day with a prepaid label (EU and US) or return instructions and the address (other destinations).
- Pack the item in its original packaging where possible and attach the label. Keep the tracking receipt.
- Send it within 14 days of receiving your label. Once the parcel arrives, we inspect it and refund you — you will get an email either way.
Returns address:
KESTREL Returns, c/o Fulfilment House, Industrivej 12, 6600 Vejen, Singapore
For US returns, use the domestic address printed on the prepaid label — parcels sent to Singapore by US customers may incur customs charges.
Return costs
| Scenario | Who pays return shipping | Refund includes |
|---|---|---|
| EU & US — change of mind | KESTREL (prepaid label) | Item price |
| UK, Canada, Australia, Asia — change of mind | Customer | Item price |
| Faulty, damaged or wrong item | KESTREL, worldwide | Item price + original shipping |
| Refused or uncollected parcel | Customer | Item price less outbound shipping and duties |
Original shipping charges are refunded only when the whole order is returned within the EU statutory withdrawal period, or when the item is faulty. Import duties and taxes collected by us at checkout are refunded automatically when the goods are returned, because they are reclaimed from the tax authority.
Refund timing and method
We inspect returns within two business days of arrival and issue the refund within 5 business days. Refunds always go back to the original payment method:
- Google Pay: refunded to the card or account behind the token used at checkout. You will see it in the Google Pay activity feed and on the underlying card statement.
- Card: to the card used. Card networks typically take 3–5 business days to post the credit; your bank may take up to 10.
- PayPal: to your PayPal balance, usually within 24 hours.
- Klarna: your plan is adjusted or cancelled; any paid instalments are returned.
- Gift card: returned to the original gift card code, which we will reissue if it has expired.
If 10 business days have passed and you cannot see the refund, email us with your order number before contacting your bank — we can provide the acquirer reference number, which speeds up any trace.
Damaged, faulty or incorrect items
If something arrives broken, faulty, or is not what you ordered, contact us within 30 days of delivery with your order number and a photo. We will arrange a free replacement or a full refund, including original shipping, and we will collect the item at our expense — you do not need to return it first in most cases.
Faults that appear later are covered by the statutory conformity guarantee: two years in the EU/EEA, and up to six years in the UK depending on jurisdiction. We also offer a voluntary five-year repair promise on a speaker. Normal wear, accidental damage and incorrect care are not covered, but we will always try to help — spare parts are available for at least five years after a product is discontinued.
Cancelling an order
You can cancel free of charge any time before your order is dispatched. Email support@kestrelaudio.com or call +65 6812 4470 with your order number. If the order has already left the warehouse, please use the returns process above; your 30-day window starts on delivery.
Exchanges
We do not process direct exchanges. Return the item for a refund and place a new order — this is faster and means you are not waiting for the return to arrive before the replacement ships. If the item was faulty, contact us first and we will ship the replacement immediately.
EU and UK right of withdrawal
Consumers in the EU/EEA and the UK have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason. Our 30-day policy is more generous and replaces the 14-day period for practical purposes. To exercise the statutory right, you may use the model withdrawal form in section 9 of our Terms of Service. Withdrawal does not apply to personalised goods, sealed goods unsealed after delivery, or gift cards.
Contact
Returns: returns@kestrelaudio.com
General support: support@kestrelaudio.com · +65 6812 4470
Hours: Monday to Friday, Mon–Fri, 09:00–18:00 SGT. We answer within one business day.
This policy does not affect your statutory rights. Where this policy and mandatory consumer law conflict, the law prevails.