Refund policy
31 DAY MONEY BACK GUARANTEE - We want you to enjoy your purchase from SKY by Gramophone. In most cases, eligible* items can be exchanged or returned for a full refund within 31 days of delivery. The following additional limitations will apply:
- Refunds must be issued to the same credit card, debit card, gift certificate, or other form of payment used in the original transaction.
- The money-back guarantee does not apply to prepaid installations or items that have been installed once installation has been performed.
- Items that have been installed included but not limited to mounts, in-wall/in-ceiling speakers and mobile audio equipment will only be exchanged due to manufacturer defects only. Issues arriving from improper customer installation can not be exchanged.
- You may choose an exchange or a refund for eligible* items that are returned in original condition with all packaging material and accessories.
- Refunds must be issued to the same credit card, debit card, gift certificate, or other form of payment used in the original transaction.
- The money-back guarantee does not apply to prepaid installations or items that have been installed once installation has been performed.
- Items that have been installed included but not limited to mounts, in-wall/in-ceiling speakers and mobile audio equipment will only be exchanged due to manufacturer defects only. Issues arriving from improper customer installation can not be exchanged.
*Media Servers/Players and Oversized items (Furniture, Televisions, Projectors, Screens, Floorstanding Speakers and ALL items over 50 lbs) will receive a partial refund less any applicable restocking and shipping fees.**
DEFECTIVE ITEMS - Eligible products that are deemed to be defective during our 31 day guarantee may be exchanged for a new, working unit. Certain oversized products will require the manufacturer to schedule a service call or appointment with you in order to arrange service. Please contact us at 1.844.GRAMOPHONE to discuss any issues with an item that you have purchased from us.
FREIGHT DAMAGE - In the unlikely event that your item arrives damaged, we require notification of damages within 24 hours of receipt of the unit. You should also note any damage on the Driver's Bill of Lading for scheduled freight deliveries (if applicable).
SKY by Gramophone may refuse a customer return or charge a restocking fee when the returned item is not like new. Examples of conditions that will lead to refused returns or restocking fees include:
- Different item or serial number than what was originally shipped
- Missing parts, accessories or the original packaging materials
- Damaged because it was improperly packaged for return shipment
- Customer abuse or items that show excessive wear or use
**RETURN FEES
STANDARD ITEMS - You are responsible for shipping return items to our warehouse with a proper RMA number for your return. Please call 1.844.GRAMOPHONE to receive your RMA number. Please pack your items carefully and use an insured carrier as we cannot be responsible for items that are lost, missing or damaged on their way back to our warehouse. Your RMA instructions will include the address to send your item to. Please do not ship your item back to the return address on your package.
FREIGHT & OVERSIZED ITEMS - Items originally shipped via a specialized freight (LTL) carrier require special shipping and will incur actual round trip freight charges which will be deducted from your refund in addition to any other return fees. Please contact 1.844.GRAMOPHONE to arrange for the return of an oversized item. NOTE: Our standard returns fee is 20% of the original purchase price for all freight/oversized items.
RESTOCKING FEES - In the event merchandise is not returned in its original condition or packaging, has excessive use a restocking fee greater than 20% may be assessed based on the item's condition.
REFUSAL FEES - Any package or shipment that is refused for any reason other than shipping damages will be subject to all round trip shipping/freight charges.
How to make a return:
- Get a Return Authorization. email customer service
- Pack your items carefully. Return items in the original packaging, complete with all original accessories and manuals. To protect products in shipping, SKY over-boxes most products. Please use the original over-box and the manufacturer’s packaging.
- Attach the shipping label. Print a shipping label with your preferred mailing provider and affix it to your package.
- Give the package to your preferred mail provider. We strongly recommend purchasing insurance as we are not responsible for any loss or damages to your item before it reaches our warehouse.
How will I know if you've received my return?
We will email you a letter confirming that the return was processed.
How long does it take SKY to process my return?
After we receive your package, we normally process your exchange or refund within two business days.