Terms & Conditions
Terms & Conditions
1. General
1.1 These Terms & Conditions apply to all quotations, offers, agreements, purchases, rentals, services and deliveries provided by Rover Playback.
1.2 By placing an order through the Rover Playback website or accepting a quotation, the customer agrees to these Terms & Conditions.
1.3 A purchase agreement is only concluded once Rover Playback has confirmed the order, quotation or shipment in writing.
1.4 Product availability, pricing and specifications are subject to change without prior notice.
1.5 Rover Playback reserves the right to refuse, cancel or limit orders at its discretion, including in cases of pricing errors, unavailable inventory, supplier issues or suspected fraud.
1.6 Rover Playback reserves the right to amend these Terms & Conditions at any time.
2. Products & Specifications
2.1 Product images, renders, descriptions and specifications are provided for illustrative purposes only and may differ slightly from the final product.
2.2 Minor variations in finish, materials, color, labeling, dimensions or construction do not constitute a defect.
2.3 Rover Playback reserves the right to make technical, cosmetic or production-related changes to products without prior notice where such changes do not materially affect functionality.
2.4 Compatibility with third-party hardware, software, accessories or production environments is not guaranteed unless explicitly confirmed in writing.
3. Payment
3.1 All prices displayed on the website are exclusive of VAT unless stated otherwise.
3.2 Payments are processed through external payment providers including iDeal, PayPal, Bank Transfer, SEPA and Bancontact.
3.3 VAT is included where legally applicable for orders within the European Union.
3.4 Import duties, customs charges, taxes and additional fees for orders outside the European Union are not included unless explicitly stated otherwise.
3.5 Rover Playback does not store or process credit card information directly.
3.6 All payment information is handled securely by third-party payment providers.
3.7 Products remain the property of Rover Playback until full payment has been received.
4. Quotations
4.1 All quotations, estimates and offers issued by Rover Playback are non-binding unless explicitly agreed otherwise in writing.
4.2 Quotations remain valid for 14 days from the date of issue unless stated otherwise.
4.3 A quotation becomes binding once accepted in writing by the customer or once payment has been received.
4.4 Rover Playback reserves the right to amend or withdraw quotations prior to acceptance.
4.5 Changes requested after acceptance may result in additional costs and revised delivery times.
4.6 Unless otherwise agreed in writing, quotations exclude:
- Shipping costs
- Taxes
- Import duties
- Additional carrier or customs fees
4.7 Custom work, services and made-to-order products may not be cancelled once production has commenced.
5. Delivery & Shipping
5.1 Rover Playback ships worldwide from the Netherlands.
5.2 Standard in-stock products are typically processed within 1–3 business days.
5.3 Processing times may vary due to warehouse workload, product availability, supplier delays, carrier disruptions, public holidays or other operational factors.
5.4 Custom-built systems, custom panels, personalized products and made-to-order configurations may require additional production time.
5.5 Shipping costs and estimated delivery times are calculated during checkout and may vary depending on destination, carrier availability and product configuration.
5.6 Once an order has shipped, the customer will receive tracking information where available.
5.7 Rover Playback reserves the right to use alternative shipping providers where necessary.
5.8 Delivery dates and transit times are estimates only and are not guaranteed unless explicitly agreed in writing.
5.9 Rover Playback shall not be liable for delays caused by carriers, customs authorities, force majeure events, component shortages, geopolitical disruptions or circumstances beyond its reasonable control.
5.10 For business customers, delivery risk transfers to the customer once the shipment has been handed over to the carrier.
5.11 Nothing in these Terms & Conditions limits mandatory consumer rights under applicable law.
5.12 For shipping-related questions, contact: contact@roverplayback.com
6. Incorrect Delivery Information
6.1 The customer is responsible for providing complete and accurate shipping information.
6.2 Additional shipping costs, storage fees, rerouting charges or return costs resulting from incorrect information may be charged to the customer.
7. Import Duties & Additional Charges
7.1 Only the product price and shipping fee displayed during checkout are included in the order total unless stated otherwise.
7.2 Additional charges imposed by the destination country or carrier may include:
- Import duties
- VAT
- Customs charges
- Carrier handling fees
- Local delivery fees
7.3 These charges remain the responsibility of the customer.
7.4 If delivery is refused due to unpaid import charges or customs fees, Rover Playback reserves the right to deduct any resulting costs from a refund.
8. Transport Damage
8.1 The customer must inspect delivered goods immediately upon receipt.
8.2 Any visible transport damage must be reported to Rover Playback and the carrier within 48 hours of delivery.
8.3 Damage claims should include:
- A description of the damage
- Clear photographs of the product and packaging
- The carrier’s claim reference where applicable
8.4 Failure to report transport damage within a reasonable timeframe may affect claim eligibility.
9. Lost Shipments
9.1 Once an order has been transferred to the carrier, delivery responsibility transfers to the shipping provider.
9.2 No refund, replacement or compensation will be issued for allegedly lost shipments until the carrier investigation has been completed.
9.3 Playback rigs are insured during transit.
9.4 If a shipment is officially declared lost by the carrier, Rover Playback will provide either:
- A replacement product; or
- A refund at Rover Playback’s discretion
9.5 Accessory-only orders with a total value below €100 may be shipped uninsured.
9.6 For uninsured shipments, Rover Playback cannot guarantee reimbursement once the order has been transferred to the carrier.
9.7 Nothing in this article limits mandatory consumer rights under applicable law.
10. Warranty
10.1 Warranty coverage applies for one year from the original purchase date unless otherwise stated in writing.
10.2 The warranty covers manufacturing defects under normal intended use only.
10.3 The warranty does not cover damage resulting from:
- Improper or abnormal use
- Negligence
- Accidents
- Incorrect installation or operation
- Unauthorized modifications or repairs
- Failure to follow instructions
10.4 The customer is responsible for providing sufficient order information and documentation for all warranty claims.
10.5 Warranty claims do not extend or renew the original warranty period.
11. Consumer Returns (B2C)
11.1 Consumers purchasing through the Rover Playback website have the right to withdraw from their purchase within 14 days of delivery in accordance with applicable EU consumer protection legislation.
11.2 To exercise the right of withdrawal, the consumer must notify Rover Playback in writing within the 14-day withdrawal period.
11.3 Returned products must:
- Be returned in original condition
- Include original packaging, accessories and documentation
- Show no unnecessary signs of use, installation or modification
11.4 The customer is only liable for any diminished value resulting from handling beyond what is necessary to inspect the product.
11.5 Refunds will be processed within 14 days after receipt or proof of return shipment, in accordance with applicable law.
11.6 Return shipping costs are the responsibility of the customer unless otherwise required by law.
11.7 The right of withdrawal may not apply to:
- Custom-built products
- Made-to-order systems
- Personalized products
- Products manufactured according to customer specifications
11.8 Returns without prior contact may be refused.
11.9 To initiate a return: contact@roverplayback.com
12. Business Returns (B2B)
12.1 Business customers do not have an automatic right of withdrawal or return unless otherwise agreed in writing.
12.2 Return requests are handled on a case-by-case basis and require prior written approval from Rover Playback.
12.3 Approved returns must:
- Be unused and in original condition
- Include original packaging and accessories
- Show no signs of installation, modification or damage
12.4 Rover Playback reserves the right to refuse returns that do not comply with these requirements.
12.5 Custom-built, configured, personalized or special-order products are non-returnable unless defective.
12.6 Return shipping costs remain the responsibility of the customer unless agreed otherwise in writing.
13. Non-Returnable Products & Services
13.1 The following products and services are non-returnable and non-refundable unless defective:
- Custom rack panels
- Custom-built playback systems
- Personalized or made-to-order products
- Custom wiring and integration solutions
- Show programming, technical editing or design services
- Products modified specifically for a client or production
13.2 These items are produced specifically for each order and cannot reasonably be restocked or resold.
14. Promotional Items
14.1 Items included free of charge or as part of a promotional campaign must also be returned when returning an order.
15. Rental
15.1 Rental services, dry hire agreements and temporary equipment use are governed separately under the Rover Playback Rental Terms & Conditions.
15.2 By renting equipment from Rover Playback, the customer agrees to the applicable Rental Terms & Conditions in addition to these Terms & Conditions.
15.3 The Rental Terms & Conditions can be viewed at: Rental Terms & Conditions
16. Privacy & Personal Information
16.1 Rover Playback collects and processes personal information solely for:
- Order processing
- Delivery and logistics
- Customer communication
- Product and service updates
16.2 Personal information is handled securely and will not be sold to third parties.
16.3 Where legally required, data processing is performed in accordance with applicable privacy legislation, including the General Data Protection Regulation (GDPR).
17. Intellectual Property
17.1 All custom show files, playback sessions, wiring schematics, technical documentation, programming files, rack layouts and workflow designs created by Rover Playback remain the intellectual property of Rover Playback unless explicitly agreed otherwise in writing.
17.2 Customers may not reproduce, distribute, resell or commercially exploit proprietary files, designs or documentation without prior written permission.
18. Limitation of Liability
18.1 To the maximum extent permitted by law, Rover Playback shall not be liable for indirect, incidental, consequential or special damages, including loss of income, production delays or business interruption.
18.2 Rover Playback’s total liability arising from any agreement or purchase shall not exceed the amount paid by the customer for the relevant product or service.
18.3 Nothing in these Terms & Conditions excludes liability that cannot legally be excluded under applicable law.
19. Governing Law
19.1 These Terms & Conditions and all agreements with Rover Playback are governed by Dutch law.
19.2 Any disputes shall be submitted to the competent court in the Netherlands unless mandatory law requires otherwise.
20. Severability
20.1 If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions shall remain in full force and effect.
21. Company Details
Rover Playback
Reg No: 91799104
VAT ID: NL865774675B01
Eerste Weteringdwarsstraat 22-2
1017TN Amsterdam
The Netherlands