Returns & Warranty

Charlie Studio | charliestudio.eu
Last updated: October 2026

Right of Withdrawal & Made-to-Order Policy

Charlie Studio speakers are typically handcrafted individually after your order is placed. Each pair is built specifically for you in our Warsaw workshop in Poland.

• Made-to-Order Items: If your speakers are manufactured according to your individual specifications or ordered as a custom build, 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 these made-to-order products. We normally allow cancellation before the production has started, max. 3 days after payment.

• Ready-Made Items: In accordance with EU law, if you purchase a pre-made or standard-stock product that was not customized or built to your individual order, you have the right to withdraw from the purchase within 14 days of delivery without giving any reason. Please note that in this case the shipping costs of the returned product are customers responsibility.

The specific production status (made-to-order vs. ready-made) is clearly communicated before and during the ordering process. Please note that requesting any custom modifications to the products listed on our website automatically classifies the item as a made-to-order product. By placing an order with Charlie Studio, you acknowledge the terms applicable to your specific product selection.

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.
Dependend on the methd of payment, refunds are processed 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: "CHARLIE STUDIO" Marcin Zaborski, ul. Wenantego Burdzińskiego 5, 03-480 Warszawa

· Charlie Studio is not responsible for items that are damaged or lost in transit during a return shipment. In such cases, any claims for compensation must be filed directly by the customer with the shipping carrier.

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

Returns Due to Customer Choice (14-Day Right of Withdrawal)

If you change your mind or ordered a standard, non-customized product by mistake, you can return it within 14 days of delivery.
For these returns:

· Initiating the Return: To help us assess the return, please log your request through our online contact form or email us at hello@charliestudio.eu before shipping the item back. Please do not send any items back without our confirmation of the return.

· Shipping Responsibility: You are responsible for organizing and paying for the return shipping.

· Transit Risk: Charlie Studio cannot be held liable for goods lost or damaged during return transit. We highly recommend using a tracked and insured shipping service, as the customer is responsible for resolving any claims directly with their chosen carrier.

Returns Due to Charlie Studio’s Error or Warranty Claims

If you need to return a product because it arrived defective, damaged, or because we mistakenly sent the wrong item:

· Reporting the Issue: Please contact us immediately at hello@charliestudio.eu with your order number and photos/videos of the issue so we can evaluate the claim.

· Return Shipping: In these cases, Charlie Studio will fully organize and cover the costs of the return transit. We will provide you with a pre-paid shipping label. Charlie Studio assumes all responsibility for the package during this return transit.

The following cannot be returned:

· Products made to your specifications (see Right of Withdrawal & Made-to-Order Policy 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 standard returns and warranty claims. Charlie Studio will manage the claim process with the carrier on your behalf. Please note that damage caused during a return shipment organized by the customer is not the responsibility of Charlie Studio (please see Returns Due to Customer Choice).

Always inspect your delivery carefully upon receipt. If the outer packaging appears damaged, you may either refuse the shipment or accept it and immediately fill out a damage report with the courier:

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

2. Report the issue promptly: within 48 hours of delivery for visible external damage, or within 5 business days for concealed damage discovered after unpacking. We strongly recommend filling out the damage report with the courier at the time of delivery.

3. Email hello@charliestudio.eu with your order number, photos/videos, and a description of the damage and the copy of the damage report.

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 including return shipping 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

Contact us at hello@charliestudio.eu with:

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 make a warranty claim, please describe the issue using our contact form at charliestudio.eu/contact or email us directly at hello@charliestudio.eu.

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, and warranty period.

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 1 year 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

"CHARLIE STUDIO" Marcin Zaborski
ul. Wenantego Burdzińskiego 5
03-480 Warsaw, Poland
NIP: 5971639368
Phone: +48 507688762
Email: hello@charliestudio.eu