Return Window

You have 30 days from the delivery date to request a return. Requests made after 30 days cannot be accepted.

Return Authorization Is Required

Contact us at contact@audiointensity.com or 707-999-3071 with your order number and the reason for the return, and we will issue your RMA and return instructions.

If the Problem Is on Our End

If your item arrives damaged, defective, or is not what you ordered, we cover the entire cost of the return. Test-fitting a unit or powering it on for the first time does not void a genuine defect claim. We will email you a prepaid return label and send a replacement or issue a full refund, including your original shipping.

Report visible shipping damage within 5 days of delivery, and report a defective unit within the 30-day return window, so we can file carrier or manufacturer claims where needed.

If You Change Your Mind

We accept returns on unused products in new, resalable condition when you order the wrong item, no longer need it, or simply change your mind. For these returns, please note:

• Return shipping is your responsibility, and we recommend a trackable, insured method. For convenience, we can email you a prepaid label at our discounted carrier rate, which is often lower than counter pricing, and deduct that cost from your refund. We quote the exact label cost when we issue your RMA, so there are no surprises.
• Free shipping is a promotion we absorb on the outbound order, not a two-way service. When you return an order that shipped free, our actual outbound shipping cost is deducted from your refund.
• A restocking fee of 15% applies to opened items and to any return that requires us to re-inspect, re-test, or repackage the product.
• The item must arrive complete, with all hardware, accessories, manuals, and original packaging included.

Condition Requirements

To qualify for a refund, returned products must be:

• Uninstalled and unused, with no signs of mounting, wiring, cutting, or bench testing
• In the original manufacturer packaging, undamaged, with all accessories and documentation
• Free of any modification, with serial numbers intact and matching the unit we shipped

We inspect and photograph every return on arrival. Items that show installation, damage, missing parts, or altered or missing serial numbers do not qualify for a refund and can be returned to you at your expense. Shipping costs are non-refundable, and if you receive a refund, the cost of any return label we provided is deducted from it.

Final Sale Items

The following cannot be returned:

• Custom and made-to-order enclosures, including all Proline X enclosures built to your specification
• Special order items brought in specifically for you
• Clearance and open-box items marked final sale
• Downloadable software, including Goldhorn software downloads
• Gift cards
• Products damaged by improper installation, incorrect wiring, or misuse

Order Cancellations

You may cancel an order for a full refund any time before it ships. For built-to-order and custom enclosures, you may cancel for a full refund before we begin cutting material for your build. Once fabrication has started on a made-to-order item, it cannot be cancelled, because the materials and labor are committed to your specific build. Contact us as soon as possible if you need to cancel.

Exchanges

If your item arrives defective or damaged and you want the same item, we replace it at no cost to you. Contact us for an RMA and a prepaid label, and we will ship your replacement.

If you want to exchange for a different item, model, or size, we handle it as a return of the original, subject to the change-of-mind terms above, paired with a new order for the item you want. This keeps pricing and stock accurate on both items. Contact us and we will help you set it up.

Returns Are Not Warranty Claims

A return is not a warranty claim. If a product fails after correct installation and normal use, it is covered under the manufacturer's warranty, not this return policy. Contact us and we will help you start a warranty claim, either through the manufacturer or, where we handle it directly, through us. Warranty coverage, terms, and timelines are set by each manufacturer.

Refunds

Once we receive and inspect your return, we process approved refunds within 5 to 7 business days to your original payment method. Original outbound shipping, return shipping, and any applicable restocking fee are deducted as described above. We notify you by email when your refund is approved or if there is an issue with the return. Your bank or card issuer may take additional time to post the refund.