Returns and Exchanges

Standard Return Policy

With all returns, shipping costs are the responsibility of the customer. Although we offer free shipping on most of our products, the original shipping fees will be deducted from the refund amount. We reserve the right to charge a restocking fee on all opened items being returned. Any items refused and returned to Altitudo Audio will have the return freight deducted from the refund.

Limitations of Standard Return Policy

Unopened products that are returned will have the initial shipping costs deducted from the refund total. Opened items will be subject to a restocking fee based on the condition or any product wear. Any order that is refused or returned because the customer does not like the product, no longer wants the product, or believed the order was cancelled, is considered a buyer's remorse return. Buyer's remorse is determined if a replacement of the same working product will not resolve the issue.  In the event that a product's advertised product specifications are not satisfactory, such as: colour/finish, build materials and/or durability, retail packaging, loudness or audio clarity, screen brightness, contrast, clarity and/or colour, wireless strength, issues and/or, or physical dimension, return shipping costs must be covered by the customer and a restocking fee will be deducted on open products.  As with all accepted return authorizations, packaging and all materials and paperwork must be included.

Dead of Arrival/Damaged Products

Products that arrive damaged or out of error and cannot be fixed with replacement parts, Altitudo Audio will pay for a replacement to be shipped if the damage, shortage or mis-shipment is properly signed for. If damage, shortage or loss is not signed for, the manufacturer may not be able to ship replacements. If the customer does not want parts or a replacement unit, the product may be returned for credit as detailed above.

If an order is cancelled, Altitudo Audio will contact you via email or phone to confirm. If you do not receive confirmation of the cancellation, your order has not been cancelled. Once an order has shipped, it cannot be cancelled. All shipping fees (round-trip) will be deducted from the return total. Refused orders are still considered return and will be subject to a restocking fee and shipping costs both ways.

Limited Return Policy

Headphones are sold as a final sale due to health and safety reasons.

Special order items are purchased directly from the manufacturer to you. These orders typically charged and ordered within 24hrs of being placed. Products are covered in the event of defects or shipping damage, but these items cannot be returned under our standard return policy.

Other exceptions:
Elipson Legacy Speakers
Triangle Alpha/Delta Speakers
Audiovector R 3 Speakers
AudioControl Amplifiers
Krell Amplifiers
Gold Note Amplifiers

These products are considered special order items and will fall under the policy above.
Any items listed as a final sale do not fall under our standard return policy.

Altitudo Audio will provide credit for returned items only once they have been received and processed.


Refund Policy

For returns by mail or courier, once we receive your return, we will process it within 2–3 business days. For limited return items, product inspection can take an additional business day. Depending on your bank's processing time, it may take up to 7 days after we process the return to reflect on your account.

Dispute Policy

Our policies are clearly listed on the website. These policies form part of the website terms and condition; so by making a purchase from our website, or by calling and ordering over the phone, we assume that the customer has reviewed and understands these policies as they are clearly marked.