We want you to purchase from Elise Audio with confidence while also ensuring that returned products can be offered to another customer in the condition they would reasonably expect. Please read the following policy carefully before purchasing.
14-Day Refund Policy
Eligible products may be returned for a refund to the original payment method if a return request is submitted within 14 calendar days of delivery.
Change-of-mind refunds are subject to a 10% restocking fee, calculated on the merchandise purchase price.
The customer is responsible for return shipping. If Elise Audio provides a prepaid return label, the cost of that label may be deducted from the refund.
Original expedited or paid shipping charges are non-refundable. Where an order qualified for standard free shipping, we do not normally deduct the original standard outbound shipping cost.
The 10% restocking fee does not apply where the return results from a verified product defect, shipping damage, or an error by Elise Audio.
30-Day Exchange Policy
Eligible products may be exchanged for another product for up to 30 calendar days from delivery.
For an approved exchange, the standard 10% restocking fee is waived provided the returned product meets all of the condition and completeness requirements below.
From day 15 through day 30, products are eligible for exchange rather than a refund to the original payment method.
Exchanges are subject to product availability and approval by Elise Audio.
Where the replacement product is more expensive, the customer must pay the difference.
Where Elise Audio approves an exchange for a lower-priced product after the 14-day refund period, any remaining balance will normally be issued as Elise Audio store credit rather than refunded in cash.
One Change-of-Mind Exchange
Each product is eligible for one change-of-mind exchange only.
An exchange does not restart or extend the original return period.
A replacement product received through a change-of-mind exchange is therefore not eligible for a further change-of-mind return or exchange. This does not affect any rights relating to defects, warranty claims, or products that do not conform to the order.
Products Must Be Complete and in Like-New Condition
All change-of-mind returns and exchanges must be received in complete, clean and like-new condition.
We understand that a customer needs to handle and reasonably try a product in order to evaluate it. However, a return period is not intended to allow prolonged use of a product.
Returned products must include everything originally supplied with the product, including, where applicable:
- Original retail and presentation packaging
- Carrying cases and storage cases
- Cables and adapters
- Charging cables and power supplies
- Manuals and documentation
- Warranty cards
- Protective accessories
- Eartips
- Earphone filters and nozzles
- Cleaning tools
- Spare parts
- Manufacturer accessories
- Promotional items or gifts supplied as part of the purchase
Packaging must also be returned in good condition. Please do not write on, tape, label, tear or otherwise damage the manufacturer's retail packaging.
Serial numbers must match the product originally supplied by Elise Audio. Products with removed, altered or mismatched serial numbers will not be accepted.
IEMs, Earphones and Eartips
Universal-fit IEMs and earphones are eligible under our normal return policy provided they meet our condition and hygiene requirements.
We understand that reasonably evaluating an IEM may involve trying the supplied eartips.
However, all eartips originally supplied with the product must be returned, including all sizes, materials and spare sets supplied by the manufacturer.
Used eartips must be clean and free from earwax, debris or other contamination. Unused eartips should be returned unused and in their original packaging where applicable.
Missing eartips, cables, adapters, cases or other accessories may result in a deduction reflecting the reasonable replacement cost.
Where supplied eartips or other hygienic accessories are damaged, missing or contaminated beyond reasonable trial use, Elise Audio may also deduct the reasonable cost of replacing those accessories before the product can be resold.
Products returned with significant earwax, biological contamination, strong odors, smoke exposure or other hygiene issues may be refused.
IEM shells, connectors, cables and accessories must not show scratches, dents, chips, discoloration, excessive connector wear or other signs of use beyond what would reasonably result from a careful product evaluation.
Missing, Damaged or Incomplete Returns
The standard return policy assumes that a product comes back complete and in like-new condition.
Where a returned product is missing accessories, has damaged packaging, requires cleaning or reconditioning, or otherwise cannot be resold in like-new condition, Elise Audio may make an additional reasonable deduction from the refund to reflect the resulting loss in value.
Such deductions may be up to 25% of the product purchase price, depending on the condition and completeness of the return.
Where a product is materially damaged, significantly incomplete, unhygienic, modified or no longer reasonably capable of being resold, Elise Audio may refuse the change-of-mind return entirely.
We encourage customers to contact us before returning a product if they are unsure whether its condition qualifies.
Return Authorization
All returns must be authorized by Elise Audio before being shipped back.
Please contact us with your order number and reason for return to request a Return Merchandise Authorization (RMA).
After an RMA has been issued, the product should normally be handed to the return carrier within 7 calendar days.
Packages sent to us without authorization may be delayed or refused.
Customers remain responsible for the product until it has been safely delivered to Elise Audio. We strongly recommend using a tracked and adequately insured shipping service, particularly for high-value products.
Defective or Damaged Products
Products believed to be defective should be reported to Elise Audio as soon as reasonably possible.
Please notify us promptly if a product arrives damaged in transit or appears to be defective on arrival. Where possible, shipping damage should be reported within 7 days of delivery so that we can pursue the matter promptly with the carrier.
Where we verify that a product is defective, damaged in transit, incorrectly supplied, or otherwise the responsibility of Elise Audio, the normal change-of-mind restocking fee will not apply and Elise Audio will arrange or reimburse reasonable return shipping.
Depending on the circumstances, we may offer a replacement, repair or refund.
A product reported as defective but subsequently found to be operating normally may be treated as a change-of-mind return if it otherwise qualifies under this policy.
Manufacturer warranty rights continue independently of the change-of-mind return period.
Products That Cannot Normally Be Returned
Unless required by applicable law, the following are generally not eligible for change-of-mind returns:
- Custom-molded IEMs
- Personalized or customized products
- Special-order products clearly identified as non-returnable before purchase
- Made-to-order products or custom configurations
- Eartips and other hygiene-sensitive accessories sold separately once opened
- Gift cards
- Products clearly identified as Final Sale
- Products that have been modified, altered or damaged after delivery
Sale or promotional pricing by itself does not make a product Final Sale unless this is clearly stated on the product page before purchase.
Open-Box and Demonstration Products
Unless otherwise stated on the product page, open-box and demonstration products may be returned within 14 days of delivery, subject to the same 10% restocking fee for refunds and the same condition requirements described above.
The extended 30-day change-of-mind exchange period does not normally apply to open-box or demonstration products.
Any different return conditions applicable to a particular open-box or demonstration product will be clearly disclosed before purchase.
Excessive or Abusive Returns
Our return policy is designed to allow customers to purchase high-quality audio products with confidence. It is not intended to operate as a free product rental or ongoing audition service.
Elise Audio reserves the right, where permitted by law, to limit change-of-mind return or exchange privileges where we identify an excessive or abusive pattern of returns.
This may include, for example, repeated returns of high-value products, repeatedly purchasing products primarily for short-term audition, returning a disproportionate percentage of purchases, or attempting to avoid return restrictions through multiple customer accounts or members of the same household.
In such circumstances, Elise Audio may advise a customer before a future purchase that different return conditions will apply or that a future transaction will be Final Sale.
This provision does not limit legitimate warranty or defective-product claims.
Inspection and Refunds
All returned products are inspected after receipt.
Once a return has been inspected and approved, the applicable refund will normally be processed promptly to the original payment method.
The final amount will reflect, where applicable:
- The 10% change-of-mind restocking fee
- Return shipping paid on the customer's behalf
- Missing accessory replacement costs
- Any applicable condition or damage adjustment
- Non-refundable expedited shipping charges
Depending on the customer's bank or payment provider, additional time may be required for a processed refund to appear on the customer's account.
Important
This policy applies to purchases made from eliseaudio.us
Nothing in this policy is intended to exclude or limit any rights a customer may have under applicable federal or state law. Where applicable law provides rights that cannot be waived or restricted by this policy, those rights will apply.