We will request a delivery signature for most orders. If you prefer delivery without a signature requirement, please send us authorization with your order ID to firstname.lastname@example.org. Customers accept liability for any loss or damage to the package after delivery.
Our return window is 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
All earpad sales are final due to hygiene and health concerns. No exceptions will be made.
To complete your return, please first request a return by email and include your order ID and return reason. Non-authorized returns will not be accepted.
All authorized returns must returned back to us within 15 days after a return request has been approved.
For returned items, a restocking fee may be applied. Please check our restocking fee policy.
For international orders, returns are accepted if a product is not as described. Buyer pays return shipping fee.
Please note that we will also deduct the transaction fee incurred by your credit card company or PayPal as we are unable to reclaim it once your order has been processed.
In the case that free shipping was selected by the customer, we will also deduct shipping charges from the final refund.
We do not accept returns of custom IEMs.
To return your product, you should mail it to:
15 Jefferson Ave
Tenafly, New Jersey 07670
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item.
A restocking fee is a percentage of the item's price, depending on the type of item and the condition in which it is returned.
- The buyer changes their mind about a purchase and returns an item in the original condition within the return window.
- Restocking fee: Up to 20% of item's price
- The buyer changes their mind about a purchase and returns within the return window, but the seller receives the item damaged or missing any accessory or materially different than how it was originally shipped to the buyer
- Restocking fee: Up to 50% of item's price
- All Cayin Tube Amplifiers
- Not eligible for return
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return. Please allow up to 2 working days for us to process your return.
If your return is approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Shipping is not refundable for any return that is not due to our error. For orders with expedited shipping, we will only refund the standard shipping cost. Orders that were placed with free shipping will also be subject to original shipping cost deductions.
Credit card and PayPal transaction fees are non-refundable.
Only regular priced items may be refunded. Sales items, custom IEMs, tube amplifier and special orders cannot be refunded. This includes all orders placed with a coupon or discount code and any products sold below MSRP. If an item is not as described or becomes defective within 30 days, we will replace it with a similar product. After 30 days, the item is covered by a one-year manufacturer warranty.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company. It may take some time before your refund is officially posted to your account.
If you still do not see a refund, please contact your bank. There is often a processing period before a refund is posted.
If you’ve done all of this and still have not received your refund yet, please contact us at email@example.com.
Open Box (Used Item) Policy
Open Box (Used) items are not refundable.
Every Open Box item we sell comes with original packaging and accessories, as well as a full manufacture warranty. All open box items are in perfect operating condition or cosmetic condition.
Warranty transfers will be considered as used items to start with. Warranty transfers only cover functional defects and any claims for cosmetic defects will not be accepted.
Pre-orders will be charged at checkout the same day the pre-order is placed. You have five days to cancel your pre-order without penalty. Afterwards there non-refundable transaction fee applied to your refund (varying depending on your payment method).
We only replace items if they are defective or damaged. If you need to exchange something for the same item, please first send us an email at firstname.lastname@example.org and we will follow up with additional instructions.
For all auditions inquires, please first send us an email at email@example.com and we will initiate this process for you accordingly. Once approved and scheduled, you should place the order as a deposit and leave a note: "for audition" in your order. Please use Amazon Pay instead of PayPal or credit card as PayPal and credit card companies do NOT refund the transaction fees. If you insist on using PayPal or credit card, then please be aware that you are responsible for the transaction fees as it will be deducted from your deposit refund.
When placing an order, you are responsible for the shipping cost. You may select different shipping options at varying costs. However, since these prices are only estimates, the actual cost determined by the shipping carrier will be deducted from your refund at the end of the audition period.
The audition period is one day beginning from when the product is delivered. Afterwards, it will be considered as a regular purchase.
To receive your full deposit back, you must return the product in its original condition. If the product is damaged, we will deduct a repair cost from the refund. Please note that you are also responsible for the return shipping cost.
If an item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be electronically mailed to you.
If the item wasn’t marked as a gift when purchased or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.