Returns & Warranty

Charlie Studio | charliestudio.eu
Last updated: May 2026

Our Products Are Made to Order

All Charlie Studio speakers — Django, Dizzy, and Mingus — are handcrafted individually after your order is placed. Each pair is built specifically for you in our Warsaw workshop.

Because our products are manufactured according to your individual order, they fall under the exception to the standard right of withdrawal provided in Article 16(c) of EU Directive 2011/83/EU on consumer rights. This means that the standard 14-day cancellation right does not apply to made-to-order products.

This policy is clearly communicated before and during the ordering process. By placing an order with Charlie Studio, you acknowledge that your speakers will be built specifically for you and that the standard right of withdrawal is excluded.

Cancellation and Refunds

If you wish to cancel your order before production has started, contact us immediately at hello@charliestudio.eu with your order number.

Django & Dizzy (full payment at order):

· Production not yet started — full refund to your original Stripe payment method within 14 days.

· Production already started — partial refund at Charlie Studio's discretion; cost of materials already procured may be deducted.

Mingus (50% deposit + 50% balance):

· Production not yet started — full deposit refund within 14 days.

· Production already started — deposit is non-refundable, as it has been used to cover materials and labour costs incurred for your specific build.

For details of the payment process per model, see Ordering, Payment & Shipping.

Refunds are processed via Stripe to the original payment method within 5–10 business days of the refund being agreed.

Returning Goods

In the rare circumstances where a return is agreed with Charlie Studio (e.g., incorrect product delivered, significant undisclosed defect), the following apply:

· Goods must be returned in their original packaging with all included accessories.

· You are responsible for the cost and risk of return shipping, unless the return is due to a defect or our error. We strongly recommend an insured and trackable shipping service.

· Returns should be sent to: Ludwika Kickiego 7, 04-373 Warsaw, Poland.

· Charlie Studio cannot be held responsible for goods damaged or lost during return transit.

· Upon receipt and inspection, we will process your refund within 14 days.

The following cannot be returned:

· Products made to your specifications (standard Charlie Studio policy — see above)

· Products showing signs of use, modification, or damage caused by the customer

· Products returned without original packaging or accessories

Transit Damage

Transit damage is handled separately from returns and warranty claims.

If your speakers arrive damaged in transit:

1. Accept the delivery and note any visible damage with the courier.

2. Document everything — photograph the outer packaging and the product before and during unpacking. Video documentation is strongly encouraged.

3. Report within 48 hours for visible damage, or 5 business days for concealed damage.

4. Email hello@charliestudio.eu with your order number, photos/video, and a description.

Charlie Studio will manage the carrier claim on your behalf. Transit damage does not affect your warranty rights.

Warranty — Your Legal Rights

In accordance with EU Directive 2019/771 and applicable national law, Charlie Studio provides a minimum 2-year legal guarantee on all products. This covers any lack of conformity (defect or fault) that exists at the time of delivery and becomes apparent within two years of the delivery date.

Under this guarantee, if your speakers develop a defect, you are entitled to:

1. Repair of the defective product

2. Replacement (if repair is not possible or disproportionately costly)

3. Full or partial refund (if repair and replacement are both impossible or unreasonably delayed)

All remedies are provided at no cost to you.

Non-EU customers (Switzerland, UK, and other countries): The 2-year guarantee applies to your purchase as a matter of our company policy, even where local law may provide a different minimum period.

What the Warranty Covers

Covered:

· Manufacturing defects in materials (wood, veneer, cabinet joints)

· Defects in electronic components (drivers, crossovers, terminals)

· Any fault present at the time of delivery that manifests within the guarantee period

Not covered:

· Damage caused by misuse, accident, or improper installation

· Damage caused by exposure to moisture, excessive heat, or physical impact after delivery

· Normal wear and tear (e.g., gradual changes in wood finish under extreme humidity)

· Damage caused by modifications made without our consent

· Transit damage (handled separately — see above)

How to Make a Warranty Claim

1. Your order number

2. A description of the fault

3. Photographs or video clearly showing the defect

4. Date of delivery (or estimated date)

We will acknowledge your claim within 3 business days and propose a solution within 10 business days. If physical inspection or return is required, we will arrange and cover the cost of collection.

Warranty Registration

To activate and record your warranty, complete the online registration after delivery:

Scan the QR code included with your speakers, or visit charliestudio.eu/warranty-registration.

Registration is optional — your legal guarantee rights apply regardless. However, registration allows us to contact you proactively in the unlikely event of a product notice, and speeds up any future claim.

A printed warranty card is included with every pair of Charlie Studio speakers, containing the model name, serial number, production date, warranty period, and QR code for digital registration.

Our Commitment Beyond the Legal Minimum

In addition to your statutory rights, Charlie Studio commits to:

· Craftsmanship support: if a structural or acoustic issue arises from our build process after the 2-year legal period, we will assess every case individually and aim to find a fair solution.

· Spare parts availability: we aim to keep key components (drivers, crossover parts) available for a minimum of 5 years after the production of each model.

· Paid repair service: outside the guarantee period, we offer a repair service at cost. Contact us for a quote.

Contact

Email: hello@charliestudio.eu
Address: Ludwika Kickiego 7, 04-373 Warsaw, Poland