Shipping and Return
Shipping
Shipping fees
Free standard shipping to every country we ship to. Every order is tracked door to door and fully insured in transit.
We currently ship to 34 countries: the United States, Canada, the United Kingdom, Australia, New Zealand, Austria, Belgium, Croatia, the Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, the Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, Israel, Japan, South Korea, Singapore, Malaysia, the Philippines, Thailand, Vietnam, Hong Kong, Macau, Taiwan and the United Arab Emirates. If your country is not listed, please contact us before ordering.
Reshipment fees: if an order needs to be reshipped because of an incorrect or incomplete address, or because the parcel was refused or not collected, a reshipment fee will be charged.
Processing time
In-stock items ship within 1 to 3 business days.
Amplifiers and other mains-powered products are configured for the voltage, frequency and plug type of the destination country before dispatch. Please choose the version for your country when ordering, or contact us if you are unsure.
Units that need a different power supply or transformer (for example, the UK version) need about one extra week before dispatch.
Delivery estimates may be affected by circumstances outside our control, such as customs checks, transit delays or severe weather.
Duties and import taxes
Duties included: for orders shipped to the United States, Canada, the United Kingdom, Australia, Austria, Belgium, Croatia, the Czech Republic, Denmark, Finland, Germany, Ireland, Italy, the Netherlands, Poland, Portugal, Spain, Sweden, Malaysia, the Philippines and Thailand, we pay import duties and taxes through our delivery partner, so there is nothing extra to pay on delivery.
*This is not a 100% guarantee: customs rules and duty rates can change, and we may adjust this arrangement in line with policy changes without prior notice. Before you order, please contact us to confirm the delivery and duty arrangement for your country.
Other countries we ship to (France, Norway, Switzerland, New Zealand, Israel, Japan, Singapore, South Korea, the United Arab Emirates, Hong Kong, Macau, Taiwan and Vietnam): shipping is free, and import duties and taxes, if any, are paid by the recipient on delivery.
Delivery
We arrange tracked, insured delivery to every country we ship to. If you have feedback or a problem with your delivery, please email one@spotless.audio.
PO boxes and APO/FPO addresses
We do not ship to PO boxes or APO/FPO addresses.
Questions before you order? Contact us at one@spotless.audio. We reply within 24 hours.
Returns and refunds
30-day returns
You have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging with all accessories and manuals. You will also need the receipt or proof of purchase.
To start a return, please contact us at one@spotless.audio. If your return is accepted, we will send you the return instructions, including how and where to send your package, and the return address. Items sent back to us without first requesting a return will not be accepted.
Return shipping
Return shipping is paid by the customer and is not refundable. Please pack the item securely in its original packaging; we recommend a tracked and insured service, as we cannot accept responsibility for items lost or damaged on the way back to us.
Contact us at one@spotless.audio to get the return address.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In these cases we pay for return shipping.
Restocking fee
A restocking fee of up to 20% of the product price may apply to returned items. No restocking fee is charged for items that are defective, damaged or wrong.
Exceptions / non-returnable items
Sale items and gift cards cannot be returned.
Custom products (such as special orders) cannot be returned unless they arrive defective, damaged or not as ordered. Transformer swaps and voltage configuration for your country are not custom work: these items can be returned under this policy like any other item. Please get in touch if you have questions about your specific item.
Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Duties-included orders
For orders shipped duties included, we paid the import duties and taxes for you. When such an order is returned, those duties and taxes may not be recoverable from customs, so they may not be included in your refund. Please contact us before sending a return and we will confirm the amount and the best way to return your item.
European Union 14-day withdrawal period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without a justification. Returns within this 14-day period are accepted with no restocking fee. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be refunded to your original credit card (or the original card payment method) within 10 business days. Please remember it can take some time for your bank or card issuer to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at one@spotless.audio.
Please note: we can only refund the original purchase price. Outbound shipping and handling fees are non-refundable.
Questions about a return? Contact us at one@spotless.audio. We reply within 24 hours.