1. Our Approach

Soundhous is not a general electronics retailer.

Our systems are selected through guided listening sessions, design consultations, and structured project planning to ensure the right solution is chosen before purchase.

For this reason, our return policy differs from typical retail stores. Our goal is to maintain product integrity, protect customer experience, and support long-term system performance.

2. Returns Policy

2.1 Opened Products

Opened or used products cannot be returned. Once a product has been unsealed or used, it is considered accepted by the customer. This policy ensures that all Soundhous products delivered to customers remain in pristine condition and prevents the circulation of open-box items.

2.2 Unopened Products

Returns may be accepted under the following conditions:

• The product remains unopened and sealed in its original packaging

• The return request is made within 7 days of purchase

• The product packaging is fully intact and undamaged

• The original purchase record or receipt is provided

Soundhous reserves the right to inspect all returned products before approving a return.

If the product packaging has been opened, tampered with, or damaged, the returnrequest will not be approved.

3. Refund Policy

Once a return is approved, Soundhous may issue a refund or store credit, depending on the circumstances of the purchase. Refunds are processed after the returned product has been received and verified by our team.

Processing times may vary depending on the original payment method.

Soundhous reserves the right to decline refunds if the return conditions outlined above are not met.

4. If a Product Is Faulty

If a product develops a fault, Soundhous will support the customer through the manufacturer warranty or official RMA process.

This may include:

• Manufacturer warranty repair

• Replacement through authorised service channels

• Technical diagnostics and support

Soundhous will guide customers through the correct resolution pathway to ensure the system performs as intended.

5. If the Product Was Installed Incorrectly

In some cases, performance issues arise from setup or configuration errors rather than product faults.

Soundhous offers technical support and guided setup sessions to ensure the system is configured correctly and performing at its best.

6. Upgrade & Trade-Up Options

Soundhous understands that customers may wish to upgrade their systems over time.

Instead of offering open-box returns, we provide structured upgrade pathways designed

to maintain pricing integrity while supporting long-term customer satisfaction.

Available options may include:

Trade-Up Credit

Customers may apply their existing equipment toward a new system through the Soundhous Trade-Up Program. Trade-up credits are calculated based on:

• Reference product value

• Product age

• Product condition grade

• Completeness of original packaging and accessories

Credits are presented within a structured range based on verification.

Repair or Replacement Support

Where appropriate, Soundhous may recommend repair or replacement options through authorised channels before recommending an upgrade.

Certified Pre-Owned Options

In select cases, Soundhous may offer Certified Pre-Owned equipment that has been verified to meet our performance and quality standards.

Availability of Certified Pre-Owned equipment is limited and subject to verification.

7. Pricing Integrity

Soundhous maintains a structured pricing approach.

Prices are not adjusted through negotiation or ad-hoc discounts. Instead, we provide customers with transparent options such as:

• Warranty support

• Repair pathways

• Trade-Up credits

• Certified Pre-Owned alternatives

This ensures fairness, consistency, and long-term support for all Soundhous customers.

8. Need Assistance?

If you have questions about a return, warranty support, or upgrade options, our team will be happy to assist.

Please contact the Soundhous Concierge or reach out through the contact options available on our website.