Refund policy

Returns and Refunds

We accept return requests for eligible items within 30 days of delivery, subject to the exclusions below.

To qualify, your item must be unused and in the same condition you received it, with all original packaging, accessories, manuals, and tags. A receipt or proof of purchase is required.

How to request a return

Contact onlinesales@audio-exchange.com with your order number and the reason for your return.

All returns require approval before shipment. Once approved, we will provide a return shipping label and instructions. Items sent back without prior authorization will not be accepted.

Approved returns should be sent to:

Audio Exchange
6007 W Broad St
Richmond, VA 23230

Special-order products

Products identified as Special Order before purchase are ordered specifically for you. Special-order purchases are final sale, non-returnable, and non-refundable, except where a refund is required by applicable law.

Please confirm compatibility and suitability before placing your order. Contact us if you need help choosing the correct product.

This restriction does not eliminate applicable warranty rights or our responsibility to address damaged, defective, or incorrectly supplied merchandise. If we cannot fulfill your order, we will issue a refund. Shipping delays will be handled in accordance with applicable cancellation and refund requirements.

Other exclusions and restocking fees

We do not accept returns on:

  • Opened or used turntable cartridges.

  • Sale items or open-box items.

  • Gift cards.

  • Hazardous materials, flammable liquids, or gases.

Otherwise eligible returns of opened or used headphones are subject to a 15% restocking fee.

Contact us before purchasing if you have questions about a particular item’s return eligibility.

Damaged, defective, or incorrect items

Inspect your order upon delivery and contact us promptly if an item arrives damaged, is defective, or is not what you ordered. Include your order number, a description of the issue, and photographs where applicable.

Retain the product and packaging while we assess the issue and arrange the appropriate resolution. Contact us before sending anything back.

Exchanges

Exchanges are subject to the same eligibility requirements and exclusions as returns. For eligible items, request a return first. Once approved, you may place a separate order for the replacement item.

Refunds

After receiving and inspecting an authorized return, we will notify you whether your refund has been approved.

Approved return refunds will be issued to your original payment method within 10 business days, less any applicable restocking fee. Your bank or card issuer may need additional time to post the credit.

If more than 15 business days have passed since approval and you have not received your refund, contact onlinesales@audio-exchange.com.

Nothing in this policy limits rights or remedies that cannot be excluded under applicable law.