Refund policy

1. Returns & Return Eligibility

Return requests must be submitted within thirty (30) days of the original delivery or pickup date.

To be eligible for an approved return, items must be:

Unused and in their original condition, except for reasonable inspection and testing.
Returned with original packaging, accessories, components and documentation where applicable.
In resellable condition, subject to inspection by Connected by Sound.
Accompanied by proof of purchase.

All return requests must be approved by Connected by Sound before an item is shipped or transported back to us.

A restocking fee of five percent (5%) may apply to approved returns that are not the result of a product defect, misrepresentation or an error on our part.

Customers are responsible for return shipping and transportation costs for approved returns where the return is not due to a defect, inaccurate description or an error attributable to Connected by Sound.

Certain items may be designated as final sale and identified as such at the time of purchase.

2. Refund Eligibility & Limitations

Refunds are generally limited to circumstances involving:

Products that are materially different from their advertised description.

Customers must contact Connected by Sound promptly after discovering an issue and provide reasonable supporting information, which may include photographs, videos or a description of the problem.

Products may need to be returned for inspection, testing or verification before a refund, replacement or other resolution is determined.

Refunds will generally not be provided for:

Changes of mind or buyer's remorse.
Customer preference changes.
Incorrect product selection by the customer.
Expectations that differ from the product's advertised specifications or disclosed condition.
Normal cosmetic wear associated with the purchase of pre-owned equipment.

3. Pre-Owned & Used Equipment – Condition Disclosure

Connected by Sound specializes in the sale of pre-owned professional audio, visual, DJ, lighting and related equipment.

Customers acknowledge that pre-owned and used equipment is not new and may exhibit cosmetic imperfections and signs of previous use, including but not limited to:

Scratches, scuffs and surface marks.
Cosmetic blemishes and finish imperfections.
Signs of previous installation, mounting or transportation.
General wear associated with normal use and handling.

Unless expressly stated otherwise, pre-owned equipment should not be expected to be in showroom, like-new or cosmetically flawless condition.

Customers are responsible for reviewing the product description, photographs, specifications and any disclosed condition notes before completing their purchase.

Customers are encouraged to contact Connected by Sound before purchasing if they require additional photographs, detailed condition information or clarification regarding the item's appearance, functionality or included accessories.

Where individual product photographs are provided, they are intended to represent the actual item being sold. Where stock or manufacturer photographs are used, they are intended for general product identification and may not represent the exact cosmetic condition of the individual unit.

The absence of a request for additional photographs or information does not create an additional guarantee of cosmetic condition beyond what is represented in the product listing.

Any known defects, missing components, significant cosmetic damage or functional limitations that are material to the purchase will be disclosed in the product listing or otherwise communicated to the customer.

4. Inspection Upon Delivery or Pickup

Customers are encouraged to inspect their purchases promptly upon delivery or pickup.

Any visible shipping damage, missing components, incorrect products or apparent functional issues should be reported to Connected by Sound as soon as reasonably possible.

For shipped orders, customers should retain the original packaging and shipping materials if damage is suspected, as these may be required for a carrier claim or product inspection.

Customers should avoid further use of equipment if a suspected defect or shipping-related issue is identified.

Damage resulting from improper use, misuse, unauthorized modification, mishandling, dropping, impact, liquid exposure or other incidents occurring after delivery or pickup is not covered by our return policy.

5. Shipping, Pickup & Associated Costs

Original shipping and delivery charges are non-refundable for approved returns resulting from customer preference or a change of mind.
Pickup, handling and processing fees are non-refundable where the service has already been provided.
Customers are responsible for return shipping and transportation costs when returning items.