Refund & Return Policy

To be eligible for a return, your item must be in the same condition that you received it, with tags if applicable, and in its original packaging. All accessories, manuals, documents, and proof of purchase should also be included. Products that are custom-configured, customized, specially ordered, branded, or made to your specifications are not eligible for return unless they are defective, damaged, or incorrect upon arrival. Items returned not in their original condition may be subject to a restocking fee, which will be deducted from the refund amount. To avoid any issues when returning the product, we recommend keeping the original packaging for at least 30 days after receiving your order.

To start a return, please contact us at support@crysound.com and provide your order information and reason for return. Once your return request has been reviewed and accepted, we will provide you with a return shipping label or return address, as well as instructions on how and where to send your package. Please do not ship any items back to us without first requesting a return. Items returned without prior approval may not be accepted.

CRYSOUND will cover the return shipping cost for returns caused by the following reasons: product defect, delayed shipment caused by CRYSOUND, damaged packaging, or incorrect item. For returns due to all other reasons, including personal reasons or other non-product-related reasons, return shipping and handling fees will be the customer's responsibility and may be deducted from the refund amount. If an item is claimed to be defective but is found to be functioning properly after inspection, shipping, handling, and/or restocking fees may apply.

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at support@crysound.com. Please include your order number, proof of purchase, and photos or videos showing the issue, so that we can evaluate the problem and assist you accordingly. If the item is confirmed to be defective, damaged, or incorrect, we may arrange a return, exchange, or refund depending on the situation.

If you receive a defective, damaged, or incorrect item, please contact us at support@crysound.com to request an exchange. After reviewing your request, we may arrange an exchange depending on the situation. Approved exchange items will usually be shipped to the same address as the original order unless you provide a different address. If the item is confirmed to be defective, damaged, or incorrect, we will cover the shipping cost for the approved exchange.

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. After CRYSOUND receives your returned item, we will process the refund within 5 business days. If approved, the refund will be issued to your original payment method within 10 business days from the approval date. Please remember that it may take additional time for your bank or credit card company to process and post the refund. If you have not received your refund after the expected processing time, please first check your bank account or credit card statement again. Then contact your bank or credit card company, as it may take some time before the refund is officially posted. If you have done this and still have not received your refund, please contact us at support@crysound.com.