Refund policy
Choosing audio equipment is personal. My goal is to help you find equipment that suits your taste, your room and the rest of your system, not simply to sell you something for the sake of it. If you would like to talk through a purchase before ordering, I’m always happy to help.
I also understand that sometimes a product isn’t the right fit once it arrives. When that happens, I want the return process to be clear and fair to both of us. The policy below explains what can be returned, what fees may apply, and which special-order or opened products are final sale. If you have any questions, you can always give me a call.
Returns and exchanges
Eligible regular stocked products may be requested for return within 14 calendar days of delivery or in-store pickup. Eligible products may be exchanged within 30 calendar days for another product of equal or greater value. Return eligibility, condition requirements and applicable fees also apply to exchanges.
To request a return or exchange, contact us before sending or bringing back the product. Returns sent without prior authorization may not be accepted. Proof of purchase is required.
Product condition
Products must be returned in their original condition with all factory packaging, internal supports, accessories, manuals and promotional materials. A product with missing packaging or accessories, physical or cosmetic damage, misuse, or signs of installation beyond what is reasonably necessary to inspect it may be ineligible for return or exchange.
Unopened stocked products
An unopened regular stocked product returned in factory-sealed, resalable condition within the applicable return period is not subject to a restocking fee. The customer is responsible for return shipping. Original outbound shipping or delivery costs, including the actual cost of shipping an order that qualified for free shipping, are non-refundable and may be deducted from the refund.
Opened stocked products
An eligible opened regular stocked product accepted for return or exchange is subject to a 15% restocking fee. The customer is responsible for return shipping, and original outbound shipping or delivery costs are non-refundable.
Special orders and custom configurations
Products identified as special order, as well as custom finishes, custom cable lengths and other specially configured products, are final sale once the order has been placed with the distributor or manufacturer. Any applicable final-sale terms will be identified before the order is confirmed.
If you need to cancel an order, contact us as soon as possible. If the product has not yet been ordered from the supplier or shipped, we will make reasonable efforts to cancel it. Once a special order has been placed with the supplier, it cannot normally be cancelled, returned or exchanged.
Non-returnable products
The following products are not eligible for change-of-mind returns or exchanges once opened, installed or used: phono cartridges and styli, vacuum tubes, headphones and other hygiene-sensitive products, custom-length cables, gift cards, and clearance merchandise or other products expressly identified as final sale. These restrictions do not apply to products confirmed to be defective, damaged in transit, materially misdescribed or supplied incorrectly.
Demo and pre-owned equipment
Condition, included accessories and any product-specific return terms for demo or pre-owned equipment will be stated on the individual product page or sales invoice. Cosmetic characteristics disclosed before purchase are not considered defects.
Defective, damaged or incorrect products
No restocking fee applies when a product is confirmed to be defective, damaged in transit, materially different from its description or supplied incorrectly. Contact us promptly and retain all packaging. For shipping damage, please contact us within 48 hours of delivery when reasonably possible and provide photographs of the product and packaging. We may request additional information needed to arrange service, replacement, a shipping claim or a refund, as appropriate.
After the initial return period, Speaker & Song will assist with warranty service within the scope of the manufacturer's warranty and service policies.
Return shipping and responsibility
Customers are responsible for safely packing and insuring preference-based returns. Large, fragile or freight-shipped products may require an approved carrier or packing method. Speaker & Song will cover reasonable return shipping when we confirm that a product was damaged in transit, defective on arrival or supplied incorrectly.
Refunds
Approved refunds are issued to the original payment method after the returned product has been received and inspected. Please allow time for your bank or card issuer to process the refund. Shipping charges and the applicable 15% restocking fee will be itemized.
Website and pricing accuracy
We make every reasonable effort to ensure that product information, availability and pricing are accurate. Speaker & Song may cancel and refund an order affected by an obvious pricing, availability or catalogue error. We will contact you where practical before doing so.
Nothing in this policy limits rights or remedies that cannot lawfully be excluded under applicable consumer-protection legislation.