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Refund and Returns Policy

RETURN AND EXCHANGE POLICY WHEN PURCHASING AT ADAMAUDIO

To ensure convenience and satisfaction for our customers, ADAMAUDIO has implemented policies for product exchanges and returns. We hope the products you choose are the most suitable for you.

Product exchanges and returns come with specific conditions. Please refer to the detailed information below:

  1. EXCHANGE/RETURN POLICY
  2. Cases eligible for exchange/return

1.1 – Defective products:

A product is only considered defective if confirmed by the Technical Center or the Warranty Center.

If you encounter issues with a product purchased from ADAMAUDIO, please follow these steps:

  • Step 1: Check the product usage instructions in the “User Manual” provided with the product (if available).
  • Step 2: Contact the Technical/Warranty Center at HOTLINE: 00120965348, press 02. For certain product lines, warranty information can be found at our store system.
  • Step 3: Within 07 days of receiving the product, if the Technical or Warranty Center confirms the product is defective, please access the Return/Exchange Guide to start the return process. If you cannot reach the Technical/Warranty Center, contact ADAMAUDIO Based on our experience, over half of the products returned for technical defects are evaluated by our technical department as being in perfect working condition. Therefore, to save time and convenience, please carefully read the user manual or directly consult the product’s technical support team to ensure the product has been properly assembled, connected, and operated before returning it to ADAMAUDIO.

1.2 – Damaged, incorrect, or missing items:

ADAMAUDIO encourages customers to check the external condition of the package and product before payment to ensure the goods match the order in terms of type, quantity, color, and that the external condition is intact (not broken or scratched). If any issue is detected, please refuse to receive the package and/or immediately notify our customer support for timely handling.

In cases where the customer has already paid, received the goods, and later discovered that the goods are damaged, incorrect, or missing, please take a photo of the product and send it to [email protected] for assistance with the next steps, such as exchanging/returning the product or sending the missing items to you.

After 48 hours from the time of receipt, ADAMAUDIO reserves the right to deny any claims for issues such as the above.

  1. Non-returnable/exchangeable items
  • Promotional products (with a discount of 10% or more from the original price) and fixed-price items.
  • Products returned without technical defects.
  • Accessories.
  1. Exchange conditions

Please carefully read our Return/Exchange Policy to ensure that the product/item you wish to return/exchange meets all the following conditions:

  • The product must have been purchased online or at a showroom.
  • The product must be in its original packaging and the packaging must not be damaged.
  • Warranty tags, brand labels, technical instructions, and any accompanying gifts (if any) must be intact and complete.
  • No data should be present on products with storage devices.
  • The product must not be dirty, scratched, broken, damaged, have an unusual odor, or show signs of washing or prior use.
  • The item will only be exchanged for a similar product (same model), or a different product (same brand) of equal or lesser value.
  • A purchase receipt must be provided when exchanging the product. The company will not accept returns or exchanges without the accompanying documents.
  • All components, parts, accessories, user manuals, and accompanying gifts (if any) must be complete and unused.
  • Each order is eligible for only one exchange.
  • Products that do not meet the above conditions will be automatically returned to the address provided in the order.
  1. Exchange/return timeframe
  • The exchange/return period for products purchased at our store system is 30 days.
  • For online orders on ADAMAUDIO’s website, the exchange/return period is 30 days from the date of receipt.
  1. Return shipping costs
  • For products exchanged due to technical defects, customers will be exempt from exchange/return fees and will receive free delivery to the address on the return request form.
  • For products exchanged due to customer preference, the customer will bear the shipping costs for both ways.
  1. EXCHANGE AND REFUND POLICY

Depending on the reason for returning the product and the quality assessment results, we will offer suitable return methods.

  1. Exchange for a new product

This option applies to cases where the product is defective due to the manufacturer’s fault. We will exchange the defective product for a new one with the same model (same product code, same size, same brand, etc.).

In cases where the specific product code in your order is no longer available in our system, we will exchange it for another product (same brand) of equivalent value.

  1. Refund

Refunds only apply to defective products that cannot be replaced. Refunds in these cases will be processed via bank transfer, based on the account information you provide.

Currently, we do not offer cash refunds at the office for any cases of product exchange/return.

Processing time: If your return request meets all the conditions, ADAMAUDIO will process the refund within 30 days from the date we receive your bank account information.

III. RETURN/EXCHANGE INSTRUCTIONS

For customers who purchased products in-store, please contact the showroom where you made your purchase to process the return/exchange.

For online purchases, please follow the detailed steps below:

  • Within 3-7 days after receiving the product, if you wish to return/exchange it, please complete the following steps:

Step 1: Check the exchange/return conditions.

Please refer to our Return/Exchange Policy in Section I to ensure the product meets the conditions for exchange/return.

Step 2: Submit an exchange/return request.

Send your exchange/return request to [email protected] with the following information:

  • Full name of the purchaser.
  • Purchaser’s phone number.
  • Order number.
  • Whether you want to exchange or return the product.
  • Reason for the exchange/return.
  • Product code + color + size of the item you want to exchange.

Alternatively, you can contact our Customer Service Department at 00120965348 and provide your order number for assistance.

Step 3: Pack the product.

The product to be exchanged/returned must be carefully packed in the packaging or box we originally sent. Inside the package, include:

  • The product you wish to exchange/return.
  • The sales invoice.

On the outside of the package, please provide the following details:

  • Full name.
  • Phone number.
  • Address.

Note: Products cannot be exchanged without the accompanying invoice from Adam Audio .Inc.