Returns & Refund Policy

Our commitment to your satisfaction with every audio purchase

Last Updated: January 2026

At ProStereo Audio Systems Ltd. ("ProStereo," "we," "our," or "us"), we want you to be completely satisfied with your audio equipment purchase. We understand that selecting the right speakers, headphones, amplifier, or studio monitors often involves personal preference, and we have designed our return policy to give you confidence when ordering from prostereo.pro. Please read this policy carefully before making a purchase so you understand the conditions under which returns and refunds are processed.

1. Return Window

You may return most products purchased from ProStereo within 30 calendar days of the delivery date. The delivery date is the date on which the carrier confirms the shipment was delivered to your specified address. To be eligible for a return, you must initiate the return process within this 30-day window by contacting our support team. Returns initiated after the 30-day period will not be accepted unless the product is covered under a warranty claim for manufacturing defects.

2. Eligibility

To qualify for a return and refund, the following conditions must be met:

  • The product must be in its original packaging, including all inner cartons, foam inserts, protective sleeves, and outer shipping box. Audio equipment packaging is specifically engineered to protect delicate components during transit, and items returned without adequate packaging cannot be accepted.
  • The product must be undamaged and free of cosmetic defects that were not present at the time of delivery. Minor surface marks from normal unboxing and evaluation are acceptable.
  • All included accessories must be returned: power cables, signal cables, remote controls, user manuals, warranty cards, driver discs, replacement ear pads, and any bundled items listed on the product page.
  • Products must not show signs of misuse, modification, or unauthorised repair. This includes removal of driver units from speaker cabinets, soldering modifications to amplifier circuits, or physical alteration of headphone housings.

Important note for speaker owners: Normal speaker break-in (running the drivers at moderate volume for a recommended period to loosen the suspension) does not void your return eligibility. We recognise that speakers often require a break-in period before reaching their optimal sound quality, and a product that has been broken in within the 30-day window remains fully eligible for return.

Important note for tube amplifier owners: If you are returning a tube (valve) amplifier, all original vacuum tubes must be included and returned in their individual protective boxes or sleeves. Tubes are matched and tested for each unit, and returns missing original tubes or containing substituted tubes will be declined or subject to a restocking deduction to cover the cost of replacement tubes and re-biasing.

3. Return Process

To initiate a return, follow these steps:

  • Step 1: Contact our customer support team by emailing [email protected] with your order number, the product you wish to return, and the reason for the return.
  • Step 2: Our team will review your request and, if the return is approved, issue a Return Merchandise Authorisation (RMA) number. This number is required for all returns — packages received without a valid RMA number will be refused.
  • Step 3: Pack the product securely in its original packaging, clearly write the RMA number on the outside of the shipping box (do not write on the product packaging itself), and ship the item to the return address provided by our team.
  • Step 4: Once we receive and inspect the returned product, we will notify you by email regarding the approval or rejection of your refund.

4. Refund Timeline

Approved refunds will be processed to your original payment method. Please allow the following timeframes after we have received and inspected your returned item:

  • Refund processing: 5 to 7 business days from the date we confirm the return meets all eligibility requirements.
  • Bank or card statement: An additional 5 to 10 business days for the credit to appear on your statement, depending on your financial institution.

If you have not received your refund within the timeframes above, please check with your bank or card issuer first, then contact us at [email protected] for further assistance.

5. Exchanges

We offer direct exchanges for products of equal or greater value. If you wish to exchange an item — for example, swapping a pair of bookshelf speakers for floor-standing models, or exchanging closed-back headphones for an open-back variant — please indicate this when you contact our support team. If the replacement product is of greater value, you will be invoiced for the difference. If it is of lesser value, the balance will be refunded. Exchange items are shipped once we receive and inspect the original product. Exchanges are subject to stock availability.

6. Damaged or Defective Items

If your order arrives damaged during shipping or you discover a manufacturing defect, please contact us within 48 hours of delivery with the following information:

  • Your order number and the affected product.
  • Photographs of the shipping packaging (inner and outer), the product, and the specific damage or defect.
  • A brief description of the issue.

We will arrange a prepaid return label or courier collection at no cost to you. Depending on your preference, we will either send a replacement unit or issue a full refund including any shipping charges you originally paid. For defects discovered after the 48-hour window but within the manufacturer warranty period, please contact us to initiate a warranty claim, which is handled separately from this return policy.

7. Custom Orders

Products that are custom-built, made to order, or specially configured to your specifications are non-returnable and non-refundable. This includes but is not limited to:

  • Speakers built with custom driver configurations, crossover tuning, or non-standard cabinet finishes.
  • Amplifiers assembled with specific output transformer windings or non-standard valve complements requested by the customer.
  • In-ear monitors produced from custom ear impressions.
  • Any product with personalised engraving or custom branding.

If a custom order arrives with a manufacturing defect, we will repair or replace it at no additional cost under our warranty terms. The non-refundable deposit referenced in our Terms & Conditions applies to all custom orders.

8. Shipping Costs

For standard returns (change of mind or preference), the customer is responsible for all return shipping costs. We strongly recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in transit during the return. Original shipping charges paid at the time of purchase are non-refundable for standard returns. For defective or damaged products, ProStereo will cover all return shipping costs as described in section 6 above.

9. Contact Us

If you have any questions about our Returns and Refund Policy, need help initiating a return, or require guidance on packaging your audio equipment for safe transit, please contact our customer support team:

We aim to respond to all return enquiries within one business day.