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

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:
  • Olive Media
  • Ortofon DJ
  • Ecler DJ Division (excluding the Eternal Crossfader)
  • Reloop
The following brands have a two year warranty:
  • Pro-Ject Audio Systems
  • Box Design by Pro-Ject Audio Systems
  • Audio-Technica
  • Ortofon Hi-Fi cartridges
The following brands have a three year warranty:
  • Sansui
The following brands offer a five year warranty:
  • Roksan (one year for spares and accessories)
The following brands offer an open-ended warranty:
  • Audiovector
  • Art Vinyl
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. Audiovector speakers are very hard to ‘blow’ without overly excessive force, so they should offer you many years of good service as long as they are bought in a good working order. Art Vinyl frames 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 one of these brands; we will then be able to advise you with exactly what we can do for you.

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

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.

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.

Where the Repair will be Made
We do have an onsite service centre with a skilled and well-trained technician. In this service centre, we aim to repair most returns for the following brands:
  • Pro-Ject Audio Systems
  • Olive Media
  • Ecler DJ Division
  • Reloop
For the rest of our brands, we will receive the faulty item back here to confirm the fault, before forwarding it on to the relevant manufacturer for repair.

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 one week – including transit. If the repair is done off-site, turnaround time is usually around 2-3 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.*

Out-of-the-Box Issues
If a fault is reported within the first six weeks after purchase, and is proven as faulty by Henley Designs, a replacement will be offered.*

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

*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.

Out of Warranty Service

Henley Designs 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:
  • Pro-Ject Audio Systems
  • Olive Media
  • Ecler DJ Division
  • Reloop
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@henleydesigns.co.uk.

Our guideline returns process is as follows:
  1. Customer returns the damaged unit. Collections can be arranged in certain circumstances for a pre-paid fee (dependent on location). In all cases we recommend returning products in their original packaging (genuine packaging can often be provided for a fee). Henley Designs will not be held responsible for damages caused to poorly packed products.
  2. Our service department inspects the model and calculates a repair fee. (Dependent on time taken, this inspection can incorporate a fee.)
  3. Providing the customer wishes to press ahead, we repair and return the product for the agreed cost.
  4. If the customer decides not to follow through with the repair, the unit is returned, as received, for a nominal fee. The fee is dependent on the level of work already undertaken.
Brands Not Listed Above
If you have a Henley product that 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 fee. Contact numbers for each of our UK brands are below…
  • Roksan Audio – 0208 900 6801
  • Audio-Technica - 0113 277 1441 
If the manufacturer of your non-warranty product is not UK-based, please call us on 01235 511 166 to discuss your options.