Refund policy

At Upscale Audio, we understand how difficult it is to know whether a particular piece of audio equipment will be a great fit. We want you to have the best possible chance to evaluate the gear you buy and be able to return it if it doesn’t work out. 

Full Refund 

A large proportion of the products we sell fall under our full-refund policy. This means you have 60 days to evaluate a product, within which you can ship it back to us (at your cost) to receive a full refund on what you paid. The evaluation period for headphones is 30 days. The free shipping to you stays free. Shipping fees paid, if any, are not refundable. Please see the Freight Exception below.

Partial Refund

Some brands and product categories fall under a partial refund policy where the evaluation period is 30 days, and we levy a 20% restocking fee.

  • Grimm Audio
  • T+A Elektroakustik
  • Berkeley Audio
  • Tannoy
  • Cabasse
  • AURALiC
  • Aurender
  • Custom installation items where installation has not been performed
  • Discontinued, open, blemished, and refurbished items
  • Sale items
  • Products sold at or below 15% off suggested retail pricing
  • Products sold at $9,999 or above

Final Sale Only

Some products do not fall under the refund policy and are final sale only:

  • Turntables
  • Phono Cartridges
  • Record cleaning machines
  • Vacuum tubes (See Warranty Page)
  • In-ear monitors
  • Acrylic Turntable Dustcovers
  • Used items (these receive our 90-day used warranty)
  • Custom installation items where installation has been performed (such as Sbooster upgrades)
  • Special order items
  • Devialet products purchased after 12/13/24

Freight Exception

Larger products such as loudspeakers or high-end amplifiers require expensive freight shipping. For returns on these sales, the customer is responsible for paying the freight charges to and from their shipping location.

Repeat Returns

Upon the second return request in 60 days, Upscale reserves the right to refund your transaction to store credit only. Serial return- policy abusers will be notified of return policy exceptions for them and for all future purchases they make.

Return Acceptance Policy

Returns are not accepted without authorization from Upscale Audio.

Upscale Audio double-boxes or triple-boxes nearly all shipments. Equipment must be returned as new in the same packaging received. A second box must be put around the factory boxes. If you return any product without a generic outer box, you will be subject to a 5% repackaging fee.

All items are inspected upon receipt. The customer may be liable for any returned items damaged or missing parts. Items such as remotes and power cords can shift around in shipping and damage the equipment. Make sure these items are packed securely.