Diagnostic & Minimum Service Charge

All ship-in repairs are subject to a minimum one-hour diagnostic charge at the current labor rate for the product category being serviced.

This charge:

• Is due at check-in

• Is non-refundable

• Is applied toward the total repair cost if service is approved

• Covers testing, evaluation, documentation, communication, and administrative handling

The minimum diagnostic charge applies in all cases, including:

• No fault found (NFF)

• Customer-declined repairs

• Units found to be operating within manufacturer specifications

• Intermittent or non-reproducible issues

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Shipping & Return Policy (Ship-In Repairs)

Inbound Shipping

Customers are responsible for safe and secure inbound shipment.

British Audio is not responsible for damage caused by:

• Improper packaging

• Insufficient cushioning

• Loose internal components

• Use of thin, single-wall cartons

• Inadequate protection for heavy items

If a unit arrives damaged due to improper packaging, all repair costs related to that damage remain the customer’s responsibility.

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Return Shipping

British Audio ships all return repairs UPS Ground only, fully insured.

Return shipping charges will be:

• Calculated after repair approval

• Invoiced prior to shipment

• Inclusive of insurance coverage

We do not use customer-supplied return labels.

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Packaging & Reboxing Policy

If the original inbound box and packing materials are deemed insufficient for safe return shipment, British Audio will rebox the unit using professional-grade packaging materials.

Additional packaging fees may include:

• New heavy-duty shipping cartons

• Double-boxing for high-value or heavy equipment

• Foam inserts or reinforced cushioning

• Packing materials and handling labor

These charges typically range from $10–$40 depending on the size and value of the equipment and will be added to the final invoice.

British Audio reserves the right to determine whether packaging meets professional shipping standards.

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No Fault Found Returns

If a unit is evaluated and found to be functioning within manufacturer specifications:

• The minimum diagnostic charge applies

• Return shipping charges apply

• Packaging upgrade charges may apply if reboxing is required