Start a Return
Please email us at email@example.com to begin the return process. While we're happy to have additional conversations over the phone or through live chat, we manage all returns and exchanges via email, so return requests must originate there.
The return window is 30 days from delivery for all products without batteries (such as headphones and earphones) and 14 days for products with batteries (such as portable DAC/amps and DAPs).
The non-returnable products in our store are custom-made IEMs, individual sets of eartips or earpads, eGift cards, and special orders.
Any returned product that has a serial number different than what was purchased from us will be refused. We record the serial number on every product that we ship.
If you placed an order (including a preorder/backorder) and decide you would like to cancel it, please reach out to us at firstname.lastname@example.org. Depending on the method of payment used, there will be a refund deduction between 3.5-5%. This is the payment fee from PayPal, Shopify Payments (which processes credit/debit cards), Affirm that does not get refunded to us. However, we can change an order before shipping (e.g. you need a different size set of eartips) and doing so would not involve a cancellation or non-refundable payment fee.
It is the buyer's responsibility to cover the cost of shipping back a return. If you would like us to provide a shipping label, we can, and the return label cost will be deducted from the refund.
There is no restocking fee when an order is returned for store credit or to exchange for a different product of equal or greater value. If you choose a refund back to your original payment method, there is a 10% restocking fee with shipping costs deducted.
The restocking fee is only applied to any amount refunded. So for example if you return a $1000 item and exchange towards a $900 item, and want the difference refunded, a restocking deduction is only applied towards the $100 amount refunded back to your original payment method.
If there is any damage or missing components in a returned package, we'll reach out to you regarding restocking fee amount. Noticeable scratches, dents, or any other damage is subject to a minimum 20% additional restocking fee. Refunds are not offered for products returned in non-resellable condition.
Open Box Items
Open box items have the same return and restocking fee policy as new items. Unlike most other stores, they are not "final sale" and you are more than welcome to return or exchange if needed.
Any product that is defective out of the box will be replaced free of charge. We would first troubleshoot with you before initiating a return in any case that a product seems potentially defective. We carefully inspect and test returns to verify the defect when received. If it is confirmed defective, a new unit will be shipped right out. Refunds would still incur a restocking fee. Software or device incompatibilities are not considered defects, so for example if you purchase a DAC and it isn't compatible with your computer's version of Windows, if you return it, the normal return policy applies (i.e. a restocking fee if you chose to refund).
We allow a maximum of 3 returns, cancellations, and/or exchanges per household in a 12 month period. Also, if you repurchase a product that you previously returned, you cannot return it again.
Returns for orders paid for via Bitcoin are refunded with store credit (or exchange) only.