Bad customer support from KVS Audio (I'm sorry they didn't give me any other option)

[ecwl]

Hmm… I see now that the Denafrips Singapore website doesn’t talk about return policy. The Vinshine audio (US dealer/distributor) says absolutely no returns. 
 

it’s the European website that’s the worst and most confusing. Denafrips Europe website clearly states that it’s run by KVS audio. Denafrips Europe doesn’t talk about any return policies. But KVS audio website clearly states that everything they sell has a 14-day return policy. You have to wonder if they’re trying to cheat by having a separate Denafrips Europe website so they don’t have to honour their global company policy. 
 

and while I’m also curious what you didn’t like about the sound, and what other DACs you’ve compared it to, I 100% agree with your principles. If a company says they have a 14-day return policy no questions asked, then you should be able to return the product even if you just don’t like the black casing. 

[ecwl]

2 minutes ago, PeterG said:

Weird.  When I look at the website it says no returns very clearly, for both US and Europe. 

 

We must be looking at different websites. 
https://www.denafrips.eu/contact-us

that page clearly has a sticker symbol actually that says 30-day money back guarantee. And

https://kvsaudio.com/?page_id=909
this page clearly says 14-day full refund.

[ecwl]

1 minute ago, PedroS said:

I think I should put both, as KVS, I have the emails, told they will ask Denafrips about this return, and the answer was: Denafrips doesn't accept return of this special order item.
So, two things, 1st don't know if KVS contacted Denafrips, must I must rely on their word (?), and second "special order item???

No. I agree with @davide256 here. Denafrips (and Vinshine) have a no-return policy that KVS audio obviously knows about (or should know about). KVS as an independent dealer/distributor is allowed to offer whatever return policy they want. Because in theory, they can buy 30 Terminator Plus at distributor cost from Denafrips/Vinshine, and then expect 3-5 returns and then calculate how much they need to charge to still make money and offer a 14-day return to their own KVS customers. 

 

So to me, when you asked to return your Denafrips, KVS is trying to not honor KVS's own 14-day return policy and dump the problem to Denafrips. And of course, Denafrips is going to say, we don't have a return policy, because they don't. 

 

To me, KVS should eat the loss, give you money back and then sell your Denafrips used to recoup the loss (if any because they can probably still get a price above distributor/dealer cost for it even sold as used).