While we strive to fulfill every order perfectly every time with the exact products you need, sometimes issues can arise. Please read this page before contacting our sales staff about a return.
What happens if the items shipped are not the items I ordered?
If you notice an issue with your order, contact us immediately and we will do what we can to fix the order. Please hold onto the original packaging your order came in, as we may send you a shipping label to return the missent items.
What if I receive a defective product?
If you believe that a product you received is defective, contact us immediately. We will walk you through some trouble shooting steps to help you determine if your item is actually defective. If the item is found to be defective, we will be happy to replace the item.
My order was damaged during shipping, what can I do?
First, take pictures of the outside packaging, inside packaging, and the unboxed item, then send the pictures along with a description to us on our contact us page. We will work with you to either replace the items or file a claim through the shipping companies.
Return Policy
We want you to feel happy and comfortable with your equipment. If, for any reason, you are not satisfied with your purchase, please contact us within 30 days of the shipping date. We will help you determine if there is another product that will better suit your needs. If there is, we can set up an exchange. You can also choose to return the item to the store for a refund or in-store credit. If your purchase was eligible for free shipping, the shipping cost will be deducted from your credit or refund. Also, the store reserves the right to charge a 20% restocking fee for cash refunds.
Who do I contact about a warranty claim?
Warranty claims on all new products sold by Starsound are handled by the manufacturer. Please follow the instructions included with the product or on the manufacturer’s website to register your product and file a warranty claim. For items purchased that were marked as “used” that malfunction or fail, they may be returned within 90 days of purchase only if they malfunction or fail and haven’t been abused or misused. Used items may be returned for a refund of the purchase price or an in-house credit minus the cost of shipping. Customer will be responsible for paying all shipping charges (to and from Starsound) on returned used items.
How to make a return
If an item needs to be returned, please contact us to let the store know an item is coming back. Then, to help us process your return quickly, follow the checklist below:
- If you have redeemed a manufacturers rebate or promotion, your return will be subject to a restocking fee.
- Items must be returned in the condition they were received, including all accessories, documentation, and packing materials.
- If your package was originally shipped double-boxed, please return the unit double boxed.
- When repacking the product box, avoid using duct tape or other adhesives that can leave a residue.
- Please use a shipping method that is trackable, such as FedEx, UPS, or USPS.
- Please don’t use packing peanuts.
Once we’ve received your return, we’ll process it as quickly as possible, but it can take 2-3 business days for the credit to be applied by the issuer of the credit card.
Non-returnable items
While we would like to be able to accept all returns, there are some items which cannot be returned to the store. Please be aware of this when making purchases, and contact us if you have any questions.
- Oversized or overweight items.
- Used gear from our concerts department (unless it malfunctions)
- Earphones and hearing protection
- Wind screens
- Gaff tape
- Discontinued products or blowouts
- Replacement Speakers
- Microphones