Understanding Our Return Process

Return Window

Acoustara offers a comprehensive 30-day return window for most items purchased through our online platform. This timeframe is in accordance with the FTC Mail/Internet/Telephone Order Merchandise Rule, ensuring that customers have ample opportunity to evaluate their acoustic solutions. The countdown commences from the date of delivery, allowing for a thorough assessment of each product’s performance in your space. To initiate a return after this period, please contact our customer service team.

How to Initiate

To initiate a return, customers must reach out to Acoustara at [email protected]. In your correspondence, include your order number, the reason for the return, and any relevant images that may assist in processing the request. Upon verification, a return authorization will be issued, which is required for all returns. This step ensures a smooth transition back to our facility and enables us to maintain accurate tracking of returned items.

What’s Returnable

Items eligible for return include sound absorption panels, acoustic treatment bundles, and other products that have not been installed or altered. We prioritize customer satisfaction; however, items showing signs of wear or damage may not be eligible for return. For hygiene and safety reasons, certain products, such as custom or made-to-order items, are excluded from returns. Always check product descriptions for specific return eligibility before purchase.

What’s Final Sale

Please note that some items are considered final sale and are not eligible for return under any circumstances. This category typically includes custom-designed products or those marked clearly on the website as non-returnable. We recommend reviewing your selection thoroughly prior to purchase, as final sale items cannot be exchanged or refunded once delivered.

Refund Method & Timeline

Refunds for eligible returns will be processed within 10 business days of receipt at our facility. Refunds will be issued to the original payment method used during the purchase. Please allow up to two billing cycles for the credit to appear on your statement, depending on your financial institution’s processing times. We strive to ensure a prompt and efficient refund process.

Damaged or Wrong Items

In the event that an item is received damaged or is incorrect, please notify Acoustara within 48 hours of delivery. We take such matters seriously and will work swiftly to resolve the issue. You may be required to provide photographic evidence to facilitate our assessment. Once verified, we will arrange for the correct item to be sent or the damaged item to be replaced at no additional cost.

Return Shipping

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part or a damaged item. We recommend using a trackable shipping service to ensure your return reaches our facility safely. If you choose not to use a trackable service, we cannot guarantee that we will receive your returned item. Retain your shipping receipt for reference.

Exchanges

Exchanges may be initiated for items that are eligible for return. If you wish to exchange an item for a different product, please follow the return process outlined earlier. Upon receiving the returned item, you can place a new order for the desired product. Note that exchanges are subject to product availability, and additional shipping fees may apply.