Vail Audio Return & Refund Policy
At Vail Audio, we want you to love your gear. If something isn’t right, we’re here to help. Please review our return and refund policy below.
1. Return Eligibility
You may return most new, unopened items within **30 days of delivery** for a full refund minus return shipping cost. To be eligible for a return, your item must be:
– Unopened and in the same condition that you received it
– In the original packaging, with all accessories, cables, manuals, and inserts included
– Accompanied by proof of purchase (order number or receipt)
Certain items are **final sale** and not eligible for return, including:
– Custom or made-to-order products
– Items marked “Final Sale” or “Clearance” at checkout
2. Opened / Used Items
Opened items may be returned within **30 days** subject to a **15% restocking fee and return shipping cost**, provided the item is complete, undamaged, and includes all original packaging and accessories. Items showing signs of excessive wear, damage, or missing components may be denied a return or subject to a reduced refund.
3. Defective or Damaged Items
If your product arrives defective or damaged, contact us within **7 days of delivery** at [support@vailaudio.com] with your order number and photos of the issue. We’ll cover return shipping and send a replacement or full refund — no restocking fee applies.
4. How to Start a Return
1. Email [support@vailaudio.com] with your order number and reason for return.
2. We’ll issue a Return Merchandise Authorization (RMA) number and prepaid shipping label (for defective items) or return instructions (for standard returns).
3. Pack the item securely, including the RMA number, and ship it to the address provided.
4. Once we receive and inspect the item, we’ll process your refund.
**Please do not send returns without an RMA number** — unauthorized returns may be delayed or refused.
5. Refunds
Once your return is received and inspected, we’ll notify you by email. Approved refunds are issued to your original payment method within **5–10 business days**. Please note:
– Original shipping charges are non-refundable, except in cases of defect or our error
– Return shipping costs are the customer’s responsibility unless the item is defective or incorrect
– If more than 10 business days have passed since your refund was approved, check with your bank or card issuer before contacting us — processing times vary
6. Exchanges
Need a different speaker, model, or size? The fastest way to exchange an item is to return the original for a refund and place a new order. Contact us at [support@vailaudio.com] and we’ll help coordinate the process.
7. Warranty Claims
Manufacturer warranty issues discovered after the 30-day return window are handled separately under our product warranty. Contact [support@vailaudio.com] with your order number and a description of the issue.
8. Non-Returnable Situations
We reserve the right to refuse returns that:
– Are received more than 30 days after delivery
– Show signs of misuse, damage not caused by us, or unauthorized repair
– Are missing significant original packaging or accessories
9. Contact Us
Questions about your return or refund? We’re happy to help.
**Email:** [support@vailaudio.com]
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*Vail Audio reserves the right to update this policy at any time.