Return Policy | SoundStageDirect

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Return Policy

At SoundStageDirect, we strive to provide our customers the best listening experience possible. We guarantee all LPs and audio equipment against defects. In the case you should need to make a return, the process can be initiated by contacting our customer service department by phone at 267-247-5051 or 877-929-8729, via email at or by utilizing the live chat service found on our web site.

Exchanges and returns will be processed at no additional charge. We may ask some questions but only as an effort to ensure our customers receive the best service possible. On domestic orders, if a product is deemed defective or the result of a shipping error, SoundStageDirect will provide you with return postage via the United States Postal Service. Returns can be left for your mailman or dropped at your local post office. We encourage you to use the original packing material, if available, and method to ensure safe transit and that we receive any and all returned products in the same condition in which they were received. On international orders, replacements will be sent with a future order. For all other returns, the customer will be responsible for shipping costs.

Exchanges and returns on any LP can be made up to 30 days after the original purchase date. Exchanges and returns on unopened audio equipment and accessories can be made up to 60 days after the original purchase date for a full refund or store credit, minus applicable shipping charges. Opened equipment can also be returned up to 60 days after the original purchase date, however, it is subject to a 25% restocking fee and only store credit will be issued after 30 days. Phono cartridges are not returnable. For opened audio equipment that is not defective, only one unit per customer per year is eligible for refund and after that only a store credit will be issued, minus applicable restocking fees/shipping charges. Exchanges and returns on audio equipment and accessories will require a return authorization number, which will be handled by our customer service department. Exchanges are subject to inspection before shipment to guarantee against recurring issues. Exchanges also fall under the same processing times listed on our web site. Please note that exchanges are subject to availability and that we cannot make substitutions. If a product is unopened, we must receive the item back in its original condition.

Once the return process is started, refunds will be issued as store credit in the form of an email gift certificate or a credit back to the original form of payment at the time of purchase. Please note that returns initiated after 120 days from the original purchase date can only be issued as store credit. You will be notified via email once we receive your return. Please note that refunds and store credits can take up to 72 hours to process.
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