Refund policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy. Most items sold on exotonaudio.com may be returned within 90 days from the delivery date with some exceptions (see Non-Returnable Items section below) if they meet all applicable return requirements listed in this Return Policy. Please review it carefully before requesting a return.
90 Day Return Period
EXOTON accepts eligible return requests submitted within 90 calendar days from the carrier-confirmed delivery date.
For an order delivered in multiple packages, the 90-day return period begins on the date the final package in the order is delivered.
This policy applies only to products purchased directly from exotonaudio.com or through an order or invoice created directly by EXOTON. Products purchased from Amazon, Walmart, eBay, an authorized dealer, or another third-party seller must be returned according to that seller's return policy.
Keep the Original Packaging
Please retain the original cartons, foam inserts, and internal packaging throughout the 90-day return period, especially for large speakers and multi-package PA systems. Original packaging provides the best protection during return transportation and helps prevent avoidable damage or refund deductions.
Return Eligibility
To qualify for a return, the product must:
· Be returned within the applicable 90-day return period.
· Include all original components, accessories, cables, microphones, remotes, manuals, hardware, and promotional items.
· Be free from misuse, abuse, unauthorized modification, liquid damage, or excessive cosmetic damage.
· Include valid proof of purchase.
· Be securely packed in its original packaging or other packaging approved by EXOTON.
Reasonable testing of the product is permitted. However, products showing excessive wear, event-related damage, missing components, or damage unrelated to a product defect may receive a reduced refund or be rejected.
Return Authorization Required
Before returning any product, contact support@exotonaudio.com and provide:
· Your order number.
· The product and quantity being returned.
· The reason for the return.
· Photos of the product, accessories, and packaging.
· A video showing the issue if the product is defective or not functioning correctly.
If the return is approved, EXOTON will provide a prepaid return shipping label.
Products returned without prior authorization may be refused or returned to the sender. Do not ship a product to any EXOTON warehouse without receiving written return instructions and a designated return address.
Packaging Requirements
EXOTON speakers and PA systems are large and heavy products that require protective packaging during transportation. The customer is responsible for securely packing the product before carrier pickup or drop-off. A prepaid shipping label or scheduled carrier pickup does not include packing services.
If the original packaging is unavailable, contact EXOTON before returning the product. Alternative packaging must:
· Use a strong shipping carton suitable for the product's size and weight.
· Include adequate foam or protective material on all sides.
· Prevent the product and its components from moving inside the carton.
· Protect speaker grilles, control panels, corners, poles, and connectors.
· Be reviewed or approved by EXOTON before shipment.
EXOTON may refuse a return that is not safely packaged. If a return is exceptionally approved without its original packaging, reasonable costs for missing packaging, repacking, product damage, or restoration may be deducted from the refund.
Return Shipping Costs
For verified product defects, items damaged during the original shipment, or incorrect items sent by EXOTON, EXOTON will provide a prepaid return shipping label or another approved return solution.
For returns caused by personal preference, ordering the wrong product, no longer needing the product, or other reasons unrelated to a verified product defect:
· The customer is responsible for return shipping costs.
· Original shipping, expedited shipping, and handling charges are non-refundable.
· If EXOTON provides a prepaid return label, its cost may be deducted from the refund.
· For orders originally shipped free of charge, EXOTON may deduct the actual outbound shipping cost from the refund.
Because large PA systems may ship in multiple cartons, return shipping costs are calculated according to the number, size, and weight of the returned packages.
Return Shipping Risk
Customers must follow the return instructions and use the shipping label approved or provided by EXOTON. If a customer chooses an unapproved carrier or shipping method, the customer is responsible for the product until EXOTON confirms receipt.
EXOTON is not responsible for return shipments that are lost or damaged because of inadequate packaging, an unapproved shipping method, or carrier mishandling when the customer arranged the shipment independently. Keep all tracking numbers and shipping receipts until the refund is completed.
Damaged Defective or Incorrect Products
Please inspect all cartons and products immediately after delivery. If the shipment arrives visibly damaged, incomplete, or incorrect, contact us as soon as possible and provide:
· Your order number.
· Photos of the outer carton and shipping label.
· Photos of the internal packaging.
· Photos or video showing the damage or issue.
· The serial number of the affected product, if applicable.
Keep all cartons and packaging until the case has been resolved. EXOTON may need the packaging for carrier inspection, replacement, return, or claim processing.
Depending on the issue, EXOTON may provide troubleshooting, replacement parts, repair, replacement, or return authorization. Warranty service, replacement parts, and repairs are handled under the EXOTON Warranty Policy and do not automatically qualify the entire order for a refund.
Inspection and Refund Deductions
All returned products will be inspected after arrival. A full refund may be issued when the return is complete, properly packaged, and in eligible condition.
EXOTON may make a reasonable deduction from the refund if the returned product has:
· Missing accessories, cables, microphones, manuals, or components.
· Missing promotional or bundled items.
· Missing or severely damaged original packaging.
· Cosmetic or physical damage not reported before return.
· Damage caused by misuse, improper installation, or inadequate return packaging.
· Excessive wear beyond reasonable product evaluation.
· Cleaning, repair, repacking, or replacement-part costs.
If a product is returned without its original packaging or requires substantial inspection, repacking, or restoration, a restocking fee of up to 15% may apply. Any deduction will be based on the condition of the returned product and disclosed after inspection.
Bundles Gifts and Promotional Items
If a product was purchased as part of a bundle, promotion, buy-one-get-one offer, or order that included a free item, all related items must be returned to receive a full refund. If any bundled, discounted, promotional, or free item is not returned, its retail value or the applicable promotional discount may be deducted from the refund.
Non Returnable Items
The following products are not eligible for return unless defective or otherwise required by applicable law:
· Gift cards.
· Custom-made, personalized, or special-order products.
· Products clearly marked Final Sale or Non-Returnable.
· Replacement products or parts supplied through warranty service.
· Products damaged by misuse, abuse, unauthorized repair, or modification.
· Products returned without authorization.
· Products received after the approved return period without prior written approval.
Exchanges
EXOTON does not guarantee direct exchanges. The fastest way to receive another product is generally to return the original item and place a new order after the return is approved. For a verified defect, EXOTON may provide a replacement instead of a refund where appropriate.
Refund Processing
Once the return is received and inspected, EXOTON will notify you whether the refund has been approved and whether any deductions apply.
Approved refunds will be issued to the original payment method, generally within 3-5 business days after inspection. Your bank, credit-card company, PayPal, Klarna, Afterpay, or other payment provider may require additional time to post the refund.
Shipping charges, customs duties, brokerage charges, and other non-refundable fees will not be refunded unless the return results from a verified EXOTON error or product defect.
If more than seven business days have passed since EXOTON confirmed approval of your refund, contact support@exotonaudio.com.
International Returns
International orders shipped outside the United States and Canada are final sale and are not eligible for return or refund.
If an international customer experiences a product problem during the applicable warranty period, please contact support@exotonaudio.com and provide the order number, and photos or video showing the issue. After troubleshooting and verification, EXOTON will provide the necessary replacement parts at no charge in accordance with the EXOTON Warranty Policy.
International customers should not return a product to any EXOTON warehouse unless specifically instructed in writing by EXOTON.
Order Cancellation and Refused Delivery
You may request cancellation within 12 hours after placing your order by emailing support@exotonaudio.com with the subject line Order Cancellation followed by your order number. Cancellation is not guaranteed after an order has entered processing or has shipped.
Refusing delivery does not automatically cancel an order. A refused or undeliverable shipment may be treated as a customer-initiated return, and outbound shipping, return shipping, storage, customs, or carrier charges may be deducted from the refund.
Contact Us
For return, refund, or exchange questions, contact support@exotonaudio.com.