Terms & Conditions

We pride ourselves on providing a professional, friendly and reliable service. The following terms are designed to keep everything clear, fair, and transparent for both you and us. If you ever have a question, we’ll be happy to help.

Booking Jobs

Please provide as much information as possible. Product description and serial number, full customer details (including name, address & phone number) and an accurate fault description should be included. If the product serial number is not provided, it will not be possible to give a reliable estimate of the repair cost. Only parts supplied by Merlin Audio Visual Limited will be fitted by our engineer. All repairs are undertaken on the assumption that the product is mounted on a genuine Bang & Olufsen stand/bracket. Third party and aftermarket mounting solutions may prevent the repair.

Estimated Cost of Repair

Estimates for the cost of chargeable repairs are supplied in good faith but are an advisory amount using information gained from previously repaired products with similar faults. When the product is not inspected prior to the estimate, it will be based solely on the information supplied by the customer. If this information is incorrect or incomplete, the cost may be subject to change. Ancillary equipment attached to the product, may increase the time taken to complete the repair and, therefore the cost. Certain faults can cause secondary problems, which only become apparent once the initial fault is repaired. If this proves to be the case, the dealer/customer will be advised, and a revised estimate will be provided as soon as possible. Certain fault conditions can be caused by different component failures, which would give the same symptoms. The most likely cause would be assumed and repaired first, but a second visit may be required, if the fault persists. 

Repair Charges

Repair costs are subject to VAT at the prevailing rate (currently 20%), irrespective of method of payment. Invoice terms are strictly payment upon receipt. All parts and items supplied remain the property of Merlin Audio Visual Limited until paid for in full. Payment can be made by cash, cheque, bank transfer or credit/debit card. Call-out charges should be paid in advance of the visit. The call-out charge only covers the cost of travel to and from the customers home. The call-out, repair and inspection work is chargeable whether or not a repair is ultimately possible

Cancellations & Missed Appointments

We understand that plans can change, and we always try to be flexible. All we ask is a little notice so we can offer the appointment to another customer. If we arrive and you are not at the property or cannot provide access: 100% of the call-out fee applies

Late Payment Charges

All invoices are due upon receipt of the invoice, unless otherwise stated. Late payments will incur a fee of 1.5% per month (18% per annum) on the outstanding balance or the maximum rate permitted by law. The customer agrees to reimburse Merlin Audio Visual Limited for all reasonable collection costs, including legal fees, court costs, and collection agency fees. Interest will accrue on overdue amounts from the due date until paid in full.

Warranty

Bang & Olufsen will only cover the cost of warranty repairs if it proves to be the product at fault. If it’s a problem with setup, installation or associated items, then the visit and repair will be chargeable. 

Unless stated otherwise, all chargeable repairs carry a 90 days parts and labour warranty for the same fault with the same parts. Only repairs using parts supplied and fitted by Merlin Audio Visual Limited are covered by this warranty. No warranty is offered if the invoice is not fully settled within an acceptable period. The repair warranty is on a “like for like” basis, i.e. If the initial repair included a call-out, the warranty repair will be done in the same place. Workshop/in-store repairs will need to be returned to base. Certain Bang & Olufsen parts carry a 6 month or even a 12 month warranty. If the repair used these parts, the warranty repair will include these parts at no charge during this period. If the initial repair was more than 90 days ago and the cost of call-out and/or labour cannot be reclaimed from Bang & Olufsen, these will have to be passed on to the customer. 

The Warranty does not cover:

• New or unrelated faults

• Damage, misuse, wear and tear, lightning, electrical surges, or network instability

• Third-party equipment or accessories

• Labour or call-out charges beyond 90 days where manufacturer reimbursement is not available

Network Issues & Third Party Equipment

Many issues can be caused by third-party equipment such as mesh systems, ISP routers, HDMI devices, or network congestion.After extensive testing, we have proved that networks using ISP-supplied equipment (i.e. BT HomeHub or Virgin Superhub) do not offer enough capacity for reliable media streaming and multi-room operation. Mesh networks, in particular, cause problems with multi-room audio. Bang & Olufsen suggest an incoming internet speed of at least 30Mbs is required for stable media streaming. Due to the nature of wireless networking, we can provide no warranty against problems caused by interference by neighbouring networks or local conditions. If we identify that a non-Bang & Olufsen product is responsible, we will stop work, explain the findings, and discuss your options. Diagnosis time up to that point remains chargeable.

We will try to mitigate the problem, but conditions can change once our engineer has left the site. 

Liability

We will always work with care and professionalism, but we cannot be liable for:

• Indirect or consequential loss

• Loss of recordings, data, or personal settings

• Pre-existing faults or third-party equipment failures

Customers are responsible for backing up content and providing any required PINs or passwords.

Privacy & GDPR

We respect your privacy. Any personal information you provide will be used only for administration, repair work and customer communication. For full details, please see our Privacy Policy.

Right to Refuse Work

We reserve the right to decline work where conditions are unsafe, the equipment has been significantly modified, or where completing the repair may cause further damage.

Uncollected Equipment

If an item is not collected or a repair is not progressed within 60 days, it may be recycled or disposed of. We will always make reasonable attempts to contact you before doing so.

Company Details

Merlin Audio Visual Limited - 12 Bailey Grove Road, Eastwood, Nottingham. NG16 3PB

Registered in England No. 10414446

VAT registration No. GB 282462396

Registered office (not trading address) 2a Oxford Road, West Bridgford, Nottingham. NG2 5QN

Established 6th October 2016

Governing Law

These terms are governed by the laws of England and Wales.

Errors and omissions excepted (E&OE).

E&OE - October 2025