Refund policy

Customers may apply for a return or exchange within 30 days of receiving their order. For simplicity, all references to "returns" in the following policy also apply to exchanges unless otherwise noted. Please review the conditions below.

Items marked “Final Sale” or "Special Price" cannot be returned.

Sale and promotional items are excluded and remain subject to our regular return policy.

CANCELLATION

We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.

If the product has already been shipped out, we will unfortunately be unable to cancel the order.

RETURN CONDITIONS

  • All items must be returned in their original selling condition, without having been damaged, worn, washed or altered, and with all their tags still attached.
  • All items must be returned with their original boxes.
  • All items must be returned in one package.
  • Return shipments must be made using the same service as the original delivery.
  • We can only accept returns from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
  • Customized items cannot be returned.
  • Customers are responsible for return shipping and import fees. There will also be a 15% restocking fee for any return.
  • If tubes arrive damaged or do not match the item description, we will accept a return if there is acceptable proof. For damage claims, we reserve the right to request video evidence of you opening the package to show that you did in fact receive it damaged straight out of the box. For claims of items not matching the description, returns will be accepted for tubes that don't test as described in most cases; but, we reserve the right to refuse a return if the tube was not tested properly by the customer. We can only guarantee the results of how tubes test on our own tester. Therefore, claims that our products are faulty because they're testing low on a customer's personal tester may be denied as acceptable proof, depending on the circumstances. We run professional tube tests + sound evaluation TWICE: first, before they are approved for listing and again before we ship them to customers. All of our products are guaranteed to arrive in the exact condition as described unless stated otherwise, so there should be no possibility of a customer receiving a "defective item". Anyone attempting this type of return without acceptable proof of a faulty product, will be denied.
  • Please note: The numbers given for gm are readings from our own testers. We do not guarantee that you will see those numbers on your tester. We only guarantee that these tubes will test well with no shorts or gas, on a decently calibrated tester. We don't guarantee or imply anything else.
  • We reserve the right to refuse a return if it's clear the item was used improperly.
  • If a customer returns different tubes or anything other than the original order received, we will immediately report them for fraud and proceed to launch a full investigation.
  • We do NOT accept returns for buyer's remorse, which includes customers who decide they don't like the subjective tonal signature of a tube.

Tube rollers or scammers found attempting to abuse the return system will be blacklisted immediately. International buyers who request return or refund claiming that your country's import taxes are too high will be blocked from purchasing from Soundlumia for dishonesty.

We are committed to working diligently to help rid the vintage tube marketplace of dishonest, unjust, abusive buyers that are detrimental to the market and the audiophile community.

You will be informed if we propose to reject your refund/exchange; you may choose to have the product sent back to you at your own expense.


HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?

Return requests must be submitted to support@soundlumia.com within 30 days of purchase in order to be processed. Refunds will be made by the same method you used to pay.

Step 1: Please contact our Customer service team at support@soundlumia.com to start the return process with the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product

Step 2: Insert your receipt, along with the items, back into the original packaging. 

Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.

Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.

REFUND

In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by Soundlumia in case of returns. 

Once your package reaches us, please allow 5 - 7 business days for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

RETURN/EXCHANGE ADDRESS

Soundlumia

318 Ave I #106, Redondo Beach, CA 90277, United States

We’re available to support you via email: support@soundlumia.com

Our standard turn around time is 24 hours.

Customer service chat hours:

Monday - Friday: 9AM EST - 6PM EST

Saturday: 9AM EST - 1:00PM EST