Terms of Service

GENERAL RETURN/EXCHANGE POLICY

Elise Audio has a standard 14-day return / exchange policy for electronic products (DAC/DAP): 

  • Must be returned in like-new factory condition 
  • Must include all original packaging and accessories

 

Please note that the return shipping cost is to be paid by the customer. 

Returning products that raise hygiene concerns - Products that have contact with the ear, nose or throat can only be returned for a full refund if sent back sealed and in unused condition. This applies all in-ear monitors. 

If you are dissatisfied with your product please get in touch with us. We may be able to offer credit for another purchase (subject to inspection of the returned product) or to purchase the product back as used if we can dispose of the item as B stock. Please note the products would need to be inspected before any final offers are made but, as a guidance only, a 20% restocking fee will be applied on most in-ear monitors. 

3) Custom made products - Products that have been custom made to the customer's specification cannot be returned for a refund or credit under this policy.

 

By ordering from us, you agree to the following terms: if you claim a product is defective, we reserve the right to test it. If we cannot find or replicate the defect, we will treat the return like a standard return, which may include fees.

Your ability to return is voided if:

  • you damage the headphone/IEM (by listening at unreasonably high volumes or otherwise), or
  • Open Boxes, B-Stock, and Refurbished items. 
  • Clearance items.
  • Special order
  • Purchases made with discounted gift cards, which are FINAL SALE.

 

If we issue a refund, it can take up to 10 business days for it to be credited back to you by your bank.

We reserve the right to cancel any order for pricing error.

Feel free to contact us at eliseaudiouk@gmail.com or on our discord server (here) anytime (to avoid our responses landing in your spam folder, we recommend adding eliseaudiouk@gmail.com to your contacts)

Please note, if we discover an item has been tampered with, we will NOT issue a refund or accept a return.

Elise Audio won't be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to a freight forwarder. This means that Elise Audio isn't able to provide a replacement or a refund for any shipment taken outside of the UK by hand-carrying or using a freight forwarding service.

 

RETURN BY MAIL

All mail returns must be authorized first. Returns without confirmation from us can incur up to a 50% restocking fee.

Contact us at eliseaudiouk@gmail.com to receive your RMA (to avoid our responses landing in your spam folder, we recommend adding eliseaudiouk@gmail.com to your contacts). Returns missing RMA numbers may be delayed or refused. 

PLEASE NOTE: When you mail back an item worth more than £100, you must insure it with the courier for the full value of the item or else, if the package gets lost, the most you'll be able to get back is £100 from the courier. Elise Audio is unable to refund lost package returns.

 

EXCHANGES

Exchanges can begin once we receive the returned item. We will work with you on the most efficient way to use the refunded amount to cover the new item.

 

RESCISSION OF SALE

Shipped orders cannot be cancelled.

Non-shipped orders that are NOT special orders: can be cancelled and refunded at no extra charge. We reserve the right to cancel any order if it has not shipped yet due to inventory, quality control, typographical errors, or payment processing issues.

 

FEE POLICY

Fees

Fee Amount

All Digital Audio Players (DAPs)

15% restocking fee

All AAW, Kinera, STAX and Woo Audio products

10% restocking fee

Return shipping (General)

Customer is responsible for the cost of return labels unless item is defective or a mistake was made. DEFECTS MUST BE REPORTED WITHIN 7 DAYS TO QUALIFY FOR RETURN LABEL. International orders are NOT eligible for prepaid return shipping even if item is defective.

Return via PayPal payment (for PayPal purchases)

In addition to the above, as of Nov 2019, all PayPal returns have a 3.5% restocking fee due to PayPal's new policy of not refunding retailers the 3% PayPal transaction fee

Return without our confirmation

up to 50% restocking fee

Returns with damaged packaging and/or accessories

up to 50% restocking fee

Returns missing packaging or accessories

up to 50% restocking fee

Return of a bundle that's missing items from the set or has damage

full retail value of the missing/damaged items from the bundle

Return of a purchase with free item that's missing free item or has damage on free item

full retail value of the missing/damaged gift items

 

RETURN POLICY ABUSE

Our return policy is designed for customers who need it in good faith, which is the majority of you! Our regular customers should have nothing to worry about.

Elise Audio monitors the ratio of purchases versus returns, both in terms of quantity and of total value, whether through a single account or across multiple account. We will alert customers if we feel they are in danger of excessive returns. If the customer continues to return after the warning, we will begin charging at least 20% in restocking fees (depending on the condition of the returned item/s). If we feel the return ratio exceeds a certain threshold, we reserve the right to refuse customers from purchasing from us again.

 

NON RETURNABLE PRODUCTS

Sales are FINAL on the following items:

  • All products that come in contact directly with the ear
  • Special orders (which incur a 20% cancelation fee)
  • Opened/used eartips and earpads that are sold separately from earphones/headphones
  • Headphone cables, audio cables, and adapters (unless it's a defect reported within 7 days)
  • Open Box
  • B-stock
  • Refurbished products
  • Custom in-ear
  • Limited Edition, Special edition
  • Items meant for underwater use
  • Clearance sale items marked 15% off or more
  • Purchases made with discounted gift cards are FINAL SALE and are NOT eligible for price matching

 

Return labels will ONLY be supplied when a customer has received a defective product or a mistake was made by Elise Audio.

Please note your ability to return is voided if:

  • you damage the headphone/IEM (by listening at excessively high volume or otherwise), or
  • you fill out the warranty card (do NOT register for warranty if you do not intend to keep the item)

PRODUCT COMPATIBILITY AND DEFECTIVE PRODUCTS

Elise Audio will not be held liable for incompatibility of DACs and amps with Android, iOS, or Windows operating systems. Here at Elise Audio, we simply cannot test every DAC and every amp with every operating system. It is the customer’s responsibility to contact the manufacturer regarding compatibility with their devices.

You MUST report a defective product within 14 business days of receiving the item. If we determine the unit failed under warranty within 14 days of purchase, we will cover shipping costs within the UK to replace the unit for you.

If you believe that you have received a defective product, contact us at eliseaudiouk@gmail.com or on our Discord Server ((here) ) anytime (to avoid our responses landing in your spam folder, we recommend adding eliseaudiouk@gmail.com to your contacts).

 

INTERNATIONAL RETURNS

Products shipped internationally are still eligible for returns. Please note that any customs fees and taxes that were associated with your package may be non-refundable in the event of a return. International duties are only refundable at the discretion of the country receiving the package. Elise Audio has no control of these costs and therefore has no ability to refund them.

Please note International orders are not eligible for Prepaid return shipping, even if item is defective. Buyer must ship at there own expense.

Elise Audio won't be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to a freight forwarder. This means that Elise Audio isn't able to provide a replacement or a refund for any shipment taken outside of the UK by hand-carrying or using a freight forwarding service.

 

REFUSAL TO PAY CUSTOMS

In the event that a customer wishes to not pay the customs fees associated with their package, it will be returned to Elise Audio by their country. Any shipping costs will be on the burden of the customer. If the customer received free shipping, the shipping cost for both trips will be deducted from their refunded amount.

Please note: Some countries will require that customs be paid for even if the package never leaves customs. Refusal to pay customs fees in these countries, will result in the fees and any shipping costs to be deducted from your refunded amount. In the event that your fees exceed the purchase price, Elise Audio reserves the right to bill you for the difference.