Neunaber Audio guarantees total customer satisfaction. If you are not completely satisfied with your purchase, you may return unused merchandise within 15 days of receipt for a prompt refund. (One per 365 day period. Subsequent returns are subject to a 15% restocking fee.) Shipping and handling charges are not refundable unless the product arrived damaged or the incorrect product was shipped. Please allow 10 business days for us to process your return. Please allow 1 to 2 billing cycles for the credit to show up on your credit card statement.
If you return any part of your order and that order was part of a promotion, any refund may be reduced.
We do not offer refunds for digital goods. Please take advantage of the free trial, if available, to make sure the software suits your needs before purchasing a license.
RETURN INSTRUCTIONS
In the USA
You will be responsible for return shipping. Only exchanges are allowed if the incorrect product was shipped or if the product arrived damaged.
Reuse the original packaging if available. Securely package your item(s) and attach the pre-paid return label.
Outside the USA
You will be responsible for return shipping. Only exchanges are allowed if the incorrect product was shipped or if the product arrived damaged.
Customs, duty and taxes paid are not refundable by Neunaber Audio. Please contact your country's Customs Office to inquire about receiving a refund for returned items.
Send an email to info@quilterlabs.com with your customer information, order number, and the item you would like to return. If you are returning the item because it is defective, please let us know.
Items must be returned in brand new, unused condition, with all accessories and packaging intact. Returns must be shipped within the 15-day return period, or they will not be eligible for refund. Refunds will be issued in the original form of payment used to purchase the item. The original shipping charges will not be reimbursed.
If you need assistance with the return process, please email us at info@quilterlabs.com.
NO EXCHANGE POLICY
We do not accept items for exchange. If you need a different product, please return your item(s) for a refund and place a new order at your convenience. Placing the new order now ensures that you will receive it quickly, and that it won't go out of stock.
RETURNING DAMAGED OR INCORRECT MERCHANDISE
If your merchandise was damaged in transit, is defective or is not what you ordered:
- Send an email to info@quilterlabs.com with your customer information, order number, the item you would like to return and reason for returning it.
- We will email you a return label.
- Print out the provided pre-paid return label. Reuse the original packaging if available. Securely package your item(s) and attach the pre-paid return label.
All returns are inspected by our warehouse. The return fee will be waived if your item is found to be damaged or incorrect. If the item is not deemed damaged or incorrect, your refund will be less the return fee as described above.
LOST IN TRANSIT / ITEM NOT RECEIVED
If your order tracking number shows that your package is “lost in transit,” please email us at info@quilterlabs.com as soon as possible so we can process a carrier claim.
If your order tracking number shows that your package was "delivered" but you did not receive the package, please ensure that you have taken the following steps prior to contacting customer service:
- Check the immediate area, including any mailbox, garage, porch, front desk, leasing office, neighbor or anyone that may have signed or picked the package.
- Please also track your package online to see if there are any special instructions or updates listed.
If you are still unable to locate your package, then please email our customer service team at info@quilterlabs.com within 7 days so we can do a driver inquiry with the carrier. Inquiries are not able to be made after this time. Please note that driver inquires and Carrier Claims are not guaranteed.