Returns & Refunds Policy

How long do I have to return or exchange my purchase?

Returns and exchanges are accepted within 30 days of the date you received your package.  No exceptions.

How do I start the process of returning a product?

You will need an RMA (Return Merchandise Authorization) number before any return or exchange. First step is to open a return request here: RMA Return Request

I’ve opened a return request already; what’s next?

You will receive an e-mail from our Returns Department with the address and important information about sending back the product(s) within 24-48 business hours.

Who pays for return shipping?

You will pay for shipping unless the product has been diagnosed as defective by a Spiral Audio technician or it has been confirmed by Spiral Audio that you received an incorrect or damaged product.

How much will my refund be?

A restocking fee will be deducted from the refund. This fee varies based on the necessity for repackaging, testing, and covering fees for shipping, handling, and processing. Below are examples of what you can expect:

Brand new condition: 10%*
Opened but verifiably not used: 10%*
Opened and visibly used, but not modified or damaged: 20%
Opened and visibly used, modified, or damaged: return will not be accepted

*Restocking fee is waived if the brand new product is being exchanged instead of refunded.

*Paid shipping is non-refundable.

My part is defective. Do I have to pay for return shipping and do the restocking fees apply to me?

First and foremost, it must be diagnosed as “defective” by a Spiral Audio technician. If you do not have that diagnosis, you should send an email to info@spiralaudio.com to begin the troubleshooting process. If you have the diagnosis from one of our technicians already, simply provide the tech support ticket number on the return request and we’ll proceed. If you don’t want to troubleshoot, you can still return the product if you’re within the 30 day window, but the return shipping cost and the above restocking fees will apply.

I bought a fiber optic interface and it’s not working out for me, I just want to return it.

First, have you contacted Tech Support?  If not, we recommend doing so right away to see what’s going on with your part.  Our fiber optic wiring options are intricate and take time to make and refurbish.  So, if you are returning it without verification that it is defective, the normal 20% restocking fee will be deducted from your refund.   The good news is that if Tech Support finds that the product is defective, we will exchange it at no extra cost to you.

If you have not used the part, a 10% restocking fee will still be deducted from the refund. The reason for this is the same as above; our fiber optic options are expensive and intricate. Even when a product has not been used or at least looks that way, we have absolutely no way of knowing that unless we inspect and test. Testing products takes time and time equals money. We cannot repack and resell a product until we are 100% sure that it has not been used and is in fully working order.