Refund policy

Includes shipping policy below

What should I do if there is a problem with my order?
If you experience any issues with your order, contact us immediately at contact@blackoutaudio.com. We’re here to make it right. Our commitment is simple: we’ll do whatever it takes to resolve the issue and ensure your satisfaction.

What should I do if I receive a defective product?
Reach out to us at contact@blackoutaudio.com, and we’ll promptly assist you. If the defect is confirmed under warranty within 30 days of purchase, we’ll provide a return authorization (RA) number and send you a replacement unit.

Manufacturer Warranty

Most products we sell include a manufacturer’s limited warranty. Warranty length and coverage vary by brand and product. The warranty period shown on the product page reflects the minimum included warranty for that brand’s range.

Within 30 days of delivery: If your item arrives defective or fails under warranty, contact us at contact@blackoutaudio.com. We’ll help confirm the issue and, when applicable, provide a return authorization (RA) and arrange a replacement or next step.

After 30 days: Warranty claims are handled by the manufacturer or their authorized service center. Contact us at contact@blackoutaudio.com and we’ll help point you to the correct warranty process. You’ll typically need your order number and proof of purchase from Blackout Audio.

What’s usually covered: Defects in materials or workmanship under normal use, as defined by the manufacturer.

What’s usually not covered: Accidental damage, misuse, unauthorized repair or modification, normal wear, consumables (e.g. tubes, styli, cartridges unless stated), and damage from improper storage or transport after delivery.

Open-box and demo items: Sold as-is for returns and may not be eligible for our standard return policy, but the manufacturer warranty may still apply where the manufacturer allows it.

Manufacturer warranty is separate from our 14-day return policy for change-of-mind returns (see below).

Return & Refund Policy

Your satisfaction is our priority. If you’re not completely happy with a product, you can initiate a return process to get a refund or store credit - within 14 days since when you've received the product. After the return has been initiated, the item should be delivered to be received at Blackout Audio address within 14 days of initiating the return.

Returns must come back complete with all original parts, accessories, and packaging. Items missing any parts are not eligible for return. 

  • For refunds on orders that have been placed and not shipped, a 3.5% - 5.5% card processing fee will be withheld from the refund.
  • Return Shipping Costs: Customers are responsible for return shipping costs unless the item is defective, in which case we’ll cover the cost.
  • Reshipping Costs: If a package is returned to us because it couldn't be delivered (e.g., refused delivery, incorrect address, or failed pickup), the customer is responsible for all reshipping costs.
  • Restocking Fee: Depending on the item’s condition upon return, a restocking fee of up to 25% may apply. While we do not wish to charge a restocking fee, manufacturer quality control requirements mean that any items returned in sealed condition must be opened, inspected, and tested, including verification of matching serial numbers. This process ensures that the next customer receives an authentic, fully functional unit and helps protect against undetected damage or counterfeit products.

    It also helps cover:

    • Inspecting and testing returned items (required by manufacturers to confirm authenticity and matching serial numbers)

    • The original shipping we covered, even on free shipping orders

    • Packaging, handling, and the credit card fees (3.5% to 5.5%) we are charged and do not get back
  • Non-Refundable Costs: After the order was processed for shipment, shipping insurance and add-ons are non-refundable.
  • Exceptions: Certain items are not eligible for return (see below).

    We reserve the right to deny returns that do not meet our requirements and are not responsible for lost returns. We cannot process a refund unless all original contents of the product are returned, including packaging and accessories.

    How to Make a Return

    We’re sorry if the item you bought didn’t work out for you. To process a return:

    1. Contact us at contact@blackoutaudio.com for an RA (Return Authorization) number.
    2. Follow these guidelines to ensure a smooth return process:
      • Items must be in their original condition, including all accessories, manuals, and packaging materials.
      • If the item was shipped in a double-box, return it double-boxed.
      • Use the original packaging, ensuring the UPC codes remain intact.
      • Avoid using adhesives like duct tape that can damage the product packaging.
    3. Once we receive the item, refunds will be processed promptly, but note it may take 2-3 business days for the credit to appear on your card.

    If you have any questions, reach out to your sales representative or email us.

    Non-Returnable Items

    Certain items cannot be returned due to specific conditions. These include:

    • Special Orders: Custom items ordered specifically for you.
    • Demo and Open Box Items: Discounted items that were displayed or tested. Sold as-is, may show minor wear, and are final sale.
    • Software, Digital Products and Gift Cards: Due to registration restrictions.
    • Oversized or Overweight Items: Due to high shipping costs.
    • Tubes and Turntable Cartridges: Due to their fragility and single-use nature.
    • Personal Items: Such as headphones, earphones, instrument mouthpieces, microphones, and harmonicas, for sanitary reasons.
    • Control Vinyl: Once used, it cannot be considered new.
    • Defective Products: For defective items you should contact their support team so they can help with warranty or repair options.
    • Purchases that involved instalments/financing payment methods: Payments done through Affirm, Shop Pay Instalments, and other instalments/financing methods are not subject to returns.

    Blackout Audio reserves the right to update this policy at any time.

    Gift Card Policy

    • Gift cards are delivered via e-mail and are non-refundable.
      Gift cards never expire and have no additional fees.
      Remaining balance after a purchase stays on the card for future use.
      Gift cards cannot be redeemed for cash or used to purchase other gift cards.
      To redeem, enter the gift card code at checkout.

    Shipping Policy

    Order Processing
    Orders are typically processed within 0-2 business days. Orders placed after 4pm are typically processed within 1-3 days. You will receive a confirmation email with tracking information once your order ships. Orders placed on weekends or holidays will be processed on the following 2 business days.

    Shipping Costs
    Shipping costs are calculated at checkout based on the size, weight, and destination of your order. Occasionally, promotional shipping rates or free shipping options may apply. Express shipping and shipping insurance are available for an extra fee.

    Shipping Insurance
    You can add shipping insurance to your order at checkout. This covers loss, theft, or damage while in transit, with claims handled according to the carrier’s policies. Orders placed without insurance are shipped uninsured and are not eligible for claim coverage through us.

    Split shipping & Shipping upgrades
    Customers can request a split shipping or express shipping upgrade after purchasing their order. Split shipping means the order will be shipped in more than one or a previously agreed-upon number of separate shipments. Split shipping and upgrades are not refundable.

    Free Shipping
    Orders above $199 qualify for free shipping.

    Still Have Questions?

    We’re committed to providing you with an exceptional shopping experience. Reach out to us at contact@blackoutaudio.com with any questions or concerns.