Exchanges / Store Credit
There is no restocking fee when returned for store credit or in exchange for a different product of equal or greater value.
Returns
If you choose a refund back to your original payment method, there is a 10% restocking fee with the original shipping cost deducted.
The restocking fee is only applied to the amount refunded (e.g. if you return a $1000 item and exchange towards a $900 item and would like the difference refunded, the restocking fee is only applied towards the $100 refunded back to your original payment method.)
Open Box
Open box items have the same return and restocking fee policy as new items. Custom-made IEMs, individual ear tips, consumables, and special order items are non-returnable.
Defective Product / DOA
Any product that is defective or DOA (dead on arrival) out of the box will be replaced free of charge. We will troubleshoot with you prior to initiating a return in any case where a product is suspected as defective. We carefully inspect and test returns to verify the defect when received. If it is confirmed defective, a brand new unit will be shipped to you immediately. All refunds for defective items would still incur a restocking fee since there is the option for it to be replaced free of charge. Software or device incompatibilities are not considered defects, e.g. if you purchase a DAC and request to return it because it isn't compatible with your computer's operating system, the normal return policy applies (i.e. a restocking fee if you chose a refund).
Damage / Abuse / Missing Components
If there are any cosmetic damages 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 a condition where they are not re-sellable.
We reserve the right to refuse a return in general if it's returned in 'poor condition' (e.g. if you purchase a leather product such as the Focal Stellia, and it is returned smelling of cigarette smoke, it will be considered non-returnable).
Serial Numbers
Any returned product that has a different serial number than what was purchased from us is ineligible for return. We record the serial number on every product we ship.