Refund policy
Version: 18 July 2026
1. Supplier
This policy applies to products supplied by:
Ceratec Audio Design GmbH
Registered office: Straubingerstrasse 5, 28219 Bremen, Germany
Business, production and returns address: Walter-Bertelsmann-Weg 2, 27726 Worpswede, Germany
Telephone: +49 (0) 4792 9557080
Email: info@cerasonar.de
2. Business customers only
2.1 Ceratec Audio Design GmbH supplies exclusively to entrepreneurs within the meaning of section 14 of the German Civil Code, legal entities under public law and special funds under public law.
2.2 The online shop and dealer ordering facilities are not directed at consumers.
2.3 Business customers do not have the statutory 14-day consumer right of withdrawal provided for distance contracts under German law.
2.4 A binding order cannot therefore be withdrawn or returned merely because the customer has changed its mind, ordered an incorrect quantity, selected the wrong product or no longer requires the products.
3. Order cancellations before dispatch
3.1 A customer may request cancellation of an accepted order by contacting info@cerasonar.de.
3.2 A cancellation request is not effective unless and until the Seller has approved it in text form.
3.3 The Seller may refuse cancellation, particularly where:
a. production or procurement has commenced;
b. the products have been allocated, configured or packed;
c. the order has been handed over for dispatch;
d. the products were manufactured or obtained specifically for the customer; or
e. the order concerns a special price, project order or discontinued product.
3.4 Where the Seller voluntarily accepts a cancellation, it may deduct reasonable costs already incurred, including production, procurement, configuration, payment-processing, packaging, administrative and logistics costs.
3.5 Any remaining amount will be refunded using the original payment method or credited to the customer’s dealer account, as agreed.
4. Products excluded from voluntary return
Unless the Seller expressly agrees otherwise in text form, the following products cannot be returned:
a. custom-made, made-to-order or specially procured products;
b. discontinued, legacy or project-specific products;
c. products with customer-specific firmware, DSP settings, labelling or configuration;
d. products cut, altered, painted, plastered, veneered, coated or otherwise finished;
e. installed or partly installed products;
f. products that have been connected, commissioned or operated, except solely for an approved incoming inspection;
g. products without their original packaging, accessories, manuals or serial-number labels;
h. products damaged after risk passed to the customer;
i. cable or other goods cut to the customer’s requested length;
j. opened consumables, adhesives, mounting materials or surface-treatment products; and
k. products purchased as part of a clearance sale, special promotion or non-returnable project quotation.
5. Voluntary return of non-defective standard products
5.1 The Seller may, at its sole discretion, approve the return of an unused, non-defective standard-stock product.
5.2 The customer must request approval before returning any product.
5.3 The request must include:
a. customer and contact details;
b. order and invoice number;
c. product name, quantity and serial numbers;
d. reason for the requested return;
e. photographs showing the product and packaging; and
f. confirmation that the product has not been installed, modified or used.
5.4 If the return is approved, the Seller will issue a return-material authorisation or other written return instructions.
5.5 Approval of a return request does not constitute final acceptance of the returned product. Final acceptance is subject to inspection after receipt.
5.6 Products sent without prior written approval may be refused, returned to the customer at the customer’s expense or stored at the customer’s expense.
6. Condition of returned products
6.1 A voluntarily returned product must be:
a. unused and uninstalled;
b. technically and visually undamaged;
c. complete with all accessories, documents and packaging;
d. clean and suitable for resale as new; and
e. packaged safely for international transport.
6.2 The Seller may refuse a return or reduce the credit where the product:
a. shows signs of installation, use or handling;
b. is incomplete;
c. has damaged or missing packaging;
d. requires testing, cleaning, repacking or refurbishment; or
e. can no longer be sold as new.
6.3 The Seller may deduct reasonable inspection, testing, cleaning, repacking, refurbishment, payment-processing and restocking costs from any voluntary credit.
7. Return transport and risk
7.1 The customer is responsible for all costs of a voluntary return, including freight, insurance, customs clearance, duties and other charges.
7.2 The products remain at the customer’s risk until they have been physically received and recorded at the Seller’s returns address.
7.3 The customer must use appropriate original or equivalent protective packaging and a traceable, adequately insured shipping service.
7.4 The customer must not send a return with freight, duties or customs charges payable by the Seller unless expressly authorised.
7.5 International return documents must clearly state that the shipment is a commercial return. The customer is responsible for correct customs documentation.
8. Credit or refund
8.1 Following inspection, the Seller will notify the customer whether the voluntary return has been accepted.
8.2 Unless otherwise agreed, an accepted voluntary return will be credited to the customer’s dealer account.
8.3 Where a monetary refund has been expressly agreed, it will normally be made using the original payment method.
8.4 Original delivery, freight, insurance, customs, banking and payment-processing costs are not refundable unless the Seller expressly agrees otherwise.
8.5 Processing begins only after the returned products and all required documentation have been received.
9. Incorrect deliveries and transport damage
9.1 The customer must inspect delivered products without undue delay.
9.2 Incorrect quantities, incorrect products, visible damage and transport damage must be reported to the Seller in text form without undue delay, preferably within two business days after delivery.
9.3 The customer should document transport damage before unpacking and retain the packaging for inspection by the carrier or the Seller.
9.4 If possible, visible transport damage should also be recorded on the carrier’s delivery receipt.
9.5 The commercial inspection and notification obligations under section 377 of the German Commercial Code remain applicable.
10. Defective products
10.1 This voluntary returns policy does not restrict statutory or contractually agreed rights concerning defective products.
10.2 A product believed to be defective must not be returned without first contacting the Seller and following the diagnostic and return instructions provided.
10.3 The customer must provide the information reasonably required for technical assessment, including installation details, photographs, serial numbers, amplifier information and DSP settings.
10.4 The Seller may require remote troubleshooting, functional tests or inspection before authorising a return.
10.5 If an alleged defect is not confirmed or is caused by circumstances for which the Seller is not responsible, the Seller may charge reasonable testing, handling and return-shipping costs.
10.6 Damage caused by incorrect storage, installation, finishing, amplification, DSP configuration, modification, misuse or failure to follow instructions is not treated as a product defect.
11. Contact and returns address
All cancellation and return requests must first be sent to:
Email: info@cerasonar.de
Telephone: +49 (0) 4792 9557080
Approved returns must be sent in accordance with the return instructions to:
Ceratec Audio Design GmbH
Walter-Bertelsmann-Weg 2
27726 Worpswede
Germany
The return-authorisation number must be displayed clearly on the outer packaging where requested.
12. Relationship with the General Terms and Conditions
This policy forms part of the Seller’s General Terms and Conditions for Business Customers.
In the event of a conflict, individually agreed terms and the applicable order confirmation take precedence.