1. Return Window

You have 30 calendar days from the date your order is delivered to request a return, for any reason, including a simple change of mind. The 30 days are counted from the delivery date shown on the carrier’s tracking record, not from your order date or your ship date.

To qualify, your return request must be submitted to us within that 30-day window. If your 30th day falls on a weekend or U.S. federal holiday, we extend the deadline to the next business day. Requests submitted after the window has closed are reviewed at our discretion and are not guaranteed approval.

2. Exchange Policy

Audio Imperial does not process direct, swap-style exchanges. If you would like a different model, finish, or product, the fastest path is to return your original item under this policy and place a new order for the item you want — you are not required to wait for your refund to clear before ordering the replacement.

If your item arrived damaged, defective, or incorrect, see Section 9 below. In those cases we will arrange a replacement of the same item directly, at no cost to you, instead of asking you to reorder.

3. No Restocking Fee

Audio Imperial does not charge a restocking fee on eligible returns. Whether you are returning a turntable, amplifier, DAC, music streamer, or speaker because you changed your mind or because it wasn’t the right fit, we do not deduct a percentage of your refund for restocking, handling, or processing.

The only amount that may be withheld from a customer-preference return is the cost of return shipping where that cost falls to the customer, as described in Section 5, or a deduction for missing original accessories or packaging as described in Section 4.

4. Return Eligibility Requirements

To qualify for a full refund, a returned item must meet all of the following conditions:

• The return request is made within 30 calendar days of delivery (Section 1).
• The product is unused, uninstalled, and not connected to any audio system, unless connecting it was solely to verify a defect.
• The product shows no signs of wear, scratches, marks, odors, or damage caused after delivery.
• All original accessories are included — remote controls, power cables, RCA/interconnect cables, styluses or cartridges, dust covers, manuals, and warranty cards.
• The item is repackaged in its original retail packaging, including inner foam or molded inserts, with all manufacturer seals and serial number stickers intact.

5. Return Shipping Costs

Reason for Return	Who Pays Return Shipping
Change of mind / no longer wanted	Customer, even if the original order shipped free.
Damaged, defective, or incorrect item	Audio Imperial, at no cost to the customer (see Section 9).
Order cancelled before shipment	Not applicable — nothing has shipped yet (see Section 10).

For larger, heavier items such as floorstanding speakers and certain amplifiers that originally shipped via freight carrier, return shipping costs are calculated based on the carrier’s freight rate for your location and will be confirmed with you in writing before you ship the item back, so there are no surprises.

6. How to Initiate a Return

Starting a return with Audio Imperial only takes a few steps:

Step 1	Email support@audioimperial.com with the subject line “Return Request – Order #[your order number]”, or call us at +1 888-865-1086 during business hours.
Step 2	Include your order number, the item(s) you’re returning, and the reason for the return. If the item arrived damaged, defective, or incorrect, attach 3–5 clear photos (or a short video) showing the issue.
Step 3	Our support team reviews your request and responds within 1–2 business days with a Return Authorization confirming your return is approved, along with return instructions and, where applicable, a prepaid label.
Step 4	Repackage the item per Section 4, ship it back using the method confirmed with you, and keep your tracking number until your refund is confirmed.

A Return Authorization is required before shipping anything back to us. This lets us track your return correctly and avoid delays at our warehouse. See Section 14 for what happens if an item is sent back without one.

7. Return Methods

Once your Return Authorization is issued, you can return your item using either of the following methods:

For large or freight-shipped items, our team will coordinate a freight return pickup directly with the carrier and confirm scheduling with you in advance.

8. Refund Processing Time

Once your returned item arrives at our warehouse and passes inspection against the eligibility requirements in Section 4, we process your refund within 10 business days.

Refunds are issued to the original payment method used at checkout. Please note that after we issue the refund, your bank or card issuer may take an additional 3–7 business days to post the funds to your account — this final step is outside our control.

You will receive an email confirmation as soon as your refund has been issued on our end, including the amount refunded.

9. Damaged, Defective, Incorrect, or Missing Items

If something went wrong on our end or in transit, we fix it at no cost to you. Here is exactly how each situation is handled:

10. Order Cancellation Policy

If you need to cancel an order, contact us as soon as possible at support@audioimperial.com or call +1 888-865-1086.

Before the order has shipped	Full refund, no fee, processed within 10 business days of confirming the cancellation.
After the order has shipped	The order can no longer be cancelled in transit. Once delivered, it can be sent back under the standard 30-day return process in Sections 1–8.

Because most orders are processed for shipment within 2–3 business days of being placed (see our Shipping Policy), we recommend requesting a cancellation as early as possible to guarantee it can be stopped before the warehouse ships it.

11. Lost Parcel Policy

If your tracking has not updated in several days, or shows no movement past the expected delivery window described in our Shipping Policy, contact support@audioimperial.com with your order number and we will open a trace with the carrier on your behalf.

If tracking shows the package as “Delivered” but you cannot locate it, please first check with household members, neighbors, and your building’s mail or parcel room, and allow 24 hours for a possible late scan correction by the carrier.

If the carrier confirms the shipment as lost, or the delivery address on the tracking record does not match the address on your order, Audio Imperial will issue a free replacement shipment or a full refund, at your preference, with no cost or restocking fee to you.

12. Lost or Missing Returns

If you shipped a return using a label we provided and it does not arrive at our warehouse, contact us with your tracking number and we will trace the shipment with the carrier and resolve the refund based on the trace outcome, at no additional cost to you.

If you arranged return shipping yourself (Section 7) without purchasing carrier insurance or tracking, we are unable to issue a refund for a return that the carrier confirms was never delivered to us, since we have no way to verify receipt. This is why we recommend trackable, insured shipping for any self-arranged return.

13. Late or Missing Refunds

If more than 10 business days have passed since we confirmed receipt and approval of your return and you have not received a refund confirmation email, please check the following first:

• Check your bank or card statement again, since some processing delays happen on the bank’s side after we’ve issued the refund.
• Contact your credit card company or bank directly, as it can sometimes take a few extra business days for a refund to post officially, even after it has been issued.

If you have done this and still have not received your refund, contact support@audioimperial.com with your order number and we will investigate and resolve it promptly.

14. Items Returned Without Approval

Please do not ship an item back to us before receiving a Return Authorization, as described in Section 6. Packages sent to our warehouse without prior approval and a matching order/return reference may experience significant processing delays, since our team cannot immediately identify which order they belong to.

We will still make reasonable efforts to identify and process unapproved returns once received, but cannot guarantee a specific timeline, and recommend always starting with Section 6 before shipping anything back.

15. Policy Abuse Prevention

To keep this policy fair and sustainable for all of our customers, we monitor for patterns that indicate misuse rather than genuine returns, including:

• Repeated “wardrobing” — using a product for an event or short-term purpose and then returning it as unused.
• Submitting return requests for items that show clear evidence of installation, use, or alteration despite being claimed as unused.
• Filing repeated damage or defect claims across multiple orders without supporting evidence.
• Repackaging a different or substituted item in place of the original product purchased.

Where we identify a pattern consistent with the above, we reserve the right to decline a specific return, request additional verification before approving a refund, or limit future return eligibility for the account involved. Genuine returns made in good faith are never affected by this section.

16. Fraud, Abuse & Safety Protection

Audio Imperial screens orders and returns for indicators of fraudulent activity, including payment disputes filed in bad faith, chargebacks submitted for items that were delivered and accepted, and the use of stolen or unauthorized payment methods.

Where fraud is suspected or confirmed, we may decline a return or refund request, cancel an associated order, and where appropriate, report the activity to our payment processor, the relevant card network, or law enforcement. This section exists to protect legitimate customers and does not affect refund requests made honestly and in good faith.

17. Customer Responsibility

When initiating and shipping a return, you are responsible for:

• Requesting a Return Authorization before shipping anything back (Section 6).
• Repackaging the item to meet the eligibility requirements in Section 4, including all original accessories and packaging.
• Paying return shipping costs for change-of-mind returns, unless we have agreed otherwise in writing (Section 5).
• Using a trackable, insured shipping method if arranging return shipping yourself (Section 7).
• Providing accurate order information and, where requested, clear photo or video evidence to support a damage or defect claim.

18. Our Responsibilities

In return, Audio Imperial commits to:

• Responding to return requests within 1–2 business days.
• Charging no restocking fee on eligible returns (Section 3).
• Covering return shipping in full for any damaged, defective, or incorrectly shipped item (Section 9).
• Processing approved refunds within 10 business days of receiving and inspecting the returned item.
• Communicating clearly and promptly at every stage of your return, exchange, or cancellation.

19. Return Address

Audio Imperial uses a centralized fulfillment process, and the correct return address depends on the product and warehouse location associated with your specific order. For this reason, please do not send any item back to our corporate business address shown in Section 20 without first contacting us, as packages sent there will experience delays.

20. Business Information

Legal Business Name	NMG Express LLC (trading as Audio Imperial)
Registered Address	4809 Laddie Ct, Orlando, FL 32821, USA
Email	support@audioimperial.com
Phone	+1 888-865-1086
Business Hours	Monday–Friday, 9:00 AM–6:00 PM Eastern Time

21. Related Pages

This Return & Refund Policy works together with the following pages, which together describe the full terms of shopping with us:

• Shipping Policy — carriers, processing times, and delivery terms.
• Privacy Policy — how we handle your personal information.
• Terms of Service — website use terms, liability, and dispute resolution.
• Contact Us — all the ways to reach our support team.

22. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes in our practices, our carriers, or applicable law. Any changes will be posted on this page with a revised “Last Updated” date at the top. If a change is material, we will provide additional notice, such as a banner on our site or an email to subscribed customers, before the change takes effect. We encourage you to review this page periodically, especially before completing a purchase.