30 days for most products, 14 days for open-box and demo gear. Honest condition requirements, no surprises.
If something you buy from us is not right for your room, we want to make it right. Most products carry a 30-day return window. Custom installations, special orders, and demo-room sessions are handled case by case. The details are below.
You have 30 days from the date of delivery to return most products for a refund. To qualify:
A 10% restocking fee applies to opened products being returned in like-new condition. This covers our cost to re-pack, re-inspect, and resell the unit. Unopened products in their original sealed packaging are returned without a restocking fee.
Email us via the contact form or call (847) 882-2885 before sending anything back. We will issue a return authorization, share return shipping instructions (if shipping back), and let you know any expected timing on the refund.
Local customers can drop returns at the Palatine showroom by appointment. Out-of-area customers pay return shipping. We refund the original payment method once we have received and inspected the unit, usually within 5 business days.
Installation labor, design consultation, and room calibration are non-refundable once work has begun. If we have not started yet, you can cancel and get a full refund. If we have started but you change your mind, we refund the unused portion.
Some products are ordered direct from the manufacturer for you and are non-returnable unless defective. We will flag any special-order item before the sale so there are no surprises.
Open-box, demo, and pre-owned units can be returned within 14 days for the price paid, less any shipping. The condition standard is the same as standard returns: like-new, complete, and undamaged.
If a product arrives defective or is damaged in transit, contact us within 7 days of delivery. We will arrange a free replacement and prepaid return shipping. Take photos of the packaging and the unit before doing anything else so we can file a freight claim.
Every new product is covered by the manufacturer's warranty (typically 1 to 5 years, varies by brand). The warranty card is in the box. For warranty service after the 30-day return window, we will help you coordinate with the manufacturer.