Returns policy

In addition to the terms and conditions of our Warranty Policy, the following conditions must be adhered to when returning a product to Naim Audio Ltd, Salisbury, Wiltshire. To avoid unnecessary charges, please refer to the Retailer Pre-Checklist before raising an RMA. If you have any questions or concerns, please contact our support team.

General Return Guidelines

• Authorised Retailer Handling – All product returns must be processed through an authorised Naim retailer. For warranty returns, it is best practice for the original retailer that sold the product to handle the return. Naim Audio does not accept returns directly from end users.

• Required RMA Paperwork – All returns must be accompanied by the correct RMA paperwork. Returns without the required paperwork will be refused and returned at the sender’s risk.

• Packaging Requirements – It is the retailer’s responsibility to ensure the product is correctly and securely packaged. If a product is returned in unsuitable or non-Naim packaging, it will be repackaged in a new Naim box to ensure safe return after repair/service, and the retailer will be charged for the new packaging.

• Transit Damage Responsibility – If a product is sent in non-Naim packaging, packaged unsuitably in Naim packaging, or the original packaging is no longer fit for purpose and sustains damage during transit, Naim Audio is not responsible for the damage. Any repairs required as a result of transit damage will be chargeable to the sending retailer.

• Return For Credit – If a unit has been approved as a return for credit, it must arrive at Naim in the same condition as described with the Tech Support team, and in the same state it arrived with the distributor, retailer or customer. If this is not the case, Naim will not authorise the credit note and instead offer a chargeable repair and return shipping to the customer.

• Timescale of return – Once RMA documents have been issued, the retailer has 30 days to return the unit to Naim (unless otherwise agreed). For an Export distributor, this period is extended to 180 days. The timeline starts from the date we issue the RMA paperwork. If this deadline is not met, the RMA process will reset, and a new RMA must be requested. Note that if the warranty or credit period expires because the deadline is missed, the status of the return will be impacted and may result in a change to the previously agreed resolution.

Shipping & Costs

• Shipping to Naim Audio – The retailer is responsible for covering the cost of shipping to Naim Audio.

• Return Shipping – Naim Audio will cover the cost of return shipping to the sending retailer for all products, regardless of warranty status.

No Fault Found (NFF) Returns

• If a returned product is found to be No Fault Found (NFF) after diagnosis, a £75 diagnostic/re-stocking fee will be charged.

Missing Accessory Charge

• If a product is returned with an accessory missing from the box, Naim will deduct a standard charge from the credit. Details of charges incurred, by range, are below:

• Mu-so: £50
• Uniti: £150
• New Classic: £300
• Statement & 500 Series: £1000