Try Before You Buy
As part of our commitment to your satisfaction we offer in home trial of most products before purchase. Please call us for details—we are very flexible!
At Essential Audio we want you to be happy with your purchase and enjoy your music, because that's what it's all about. As a progressive retailer of ultra performance audio products obsessed with providing exemplary customer service, we stand behind the quality of what we sell. Anything we ship is sent in the factory sealed packaging (opened only if additional services are provided such as digital music transfer), carefully packed, but in the event you are not satisfied with your purchase, please note the following return policy.
Essential Audio offers a 15-day money back guarantee on most new equipment and accessories. Fluids, treatments, custom and special order items, and used and demo items are not returnable.
We will require an explanation and reason for the return (defective, damaged, etc.). Hearing first hand what our customers are experiencing enables us to provide the best possible service.
Returns require a return authorization number which must be obtained by phone or email. A return authorization must be obtained within 10 days of the purchase, and Essential Audio must receive the package within 5 days of issuing the RA. Note that after 15 days all sales are final. Include the return authorization number on the outside of the shipping box (not the product box). Failure to do this will delay the processing of your return. Your return package must include the following: a copy of your invoice, a note detailing the reason for the return, all original packing materials, including cables, power supplies, instructions, remote controls, warranty cards, etc. Your package must arrive in resaleable condition. If these instructions are not followed your return will not be accepted.
If your return package is deemed acceptable after inspection, Essential Audio will refund the purchase price of the returned item. Shipping costs will not be refunded. Return shipping costs are also the responsibility of the customer. Essential Audio will absorb the shipping costs only in the case of defective merchandise. Please note that if defective merchandise proves to be non-defective upon inspection, or if Essential Audio otherwise determines the customer is exercising abuse of the return policy, the customer will be charged a restocking fee at Essential Audio's discretion. Essential Audio also reserves the right to impose a restocking fee at our discretion for any returned item that is damaged, cosmetically damaged or returned missing accessories. Please note, if your order was shipped for free and you returned the non-defective item, we will deduct the initial shipping fee from your refund. Any and all packages that are refused delivery and sent back to Essential Audio without an return authorization number will not be refunded the initial shipping charge and a restocking fee will be added to the return. Customers who refuse or abandon shipments will be charged all fees that Essential Audio incurs to retrieve such packages.
We strongly recommend sending your return package insured and tracked (this is especially important with heavy, fragile, and more expensive items). FedEx and UPS are suggested. If a return is sent via US Mail, then the customer accepts all responsibility if the package is lost, stolen, or damaged in transit. Essential Audio is not liable for any uninsured packages.
Phono cartridges are non-refundable and returnable only if they are defective, in which case they may only be exchanged for the same item. Phono cartridges must be deemed defective by the manufacturer before they can be exchanged. Please make sure phono cartridge problems are not due to user error as the item will not be returnable in such cases.
At Essential Audio we strive to provide the best possible customer service. If you are experiencing problems or difficulties with your merchandise we recommend calling us before returning any items, as we may be able to help you resolve any issues. We're here to help, just about any time.