Refund policy

Big Cat Audio – Online Store Return Policy

Effective Date: January 22nd, 2026

At Big Cat Audio, we stand behind the quality of our products and want you to feel confident in your purchase. Please review our return policy below for online store orders.

1. Return Eligibility

Important: All approved returns are subject to customer-paid return shipping and a restocking fee (see Sections 5 and 6).

Return Window: Items may be returned within 14 days of delivery.
Condition: Items must be returned in the same condition as received, unused, unmodified, and in their original packaging (including manuals, cables, accessories, and documentation).
Proof of Purchase: A valid order number or receipt is required.

2. Non-Returnable Items

The following items are not eligible for return:

Vintage, used, or refurbished items
Custom-built, custom-modified, or special-order items
Digital products, downloads, or software licenses
Items damaged due to misuse, improper installation, or unauthorized repair attempts
Sold as-is or clearly marked final sale

3. Defective or Damaged Items

If your item arrives defective or damaged in transit, please contact us within 24 hours of delivery.

We may request photos or videos to verify the issue.
If confirmed, we will offer a replacement, repair, or refund at our discretion.
Shipping damage claims must be reported promptly so we can file with the carrier.

4. Return Process

To initiate a return:

Email us with your order number and reason for return.
Wait for return authorization and instructions before shipping anything back.
Ship the item using a trackable shipping method.

Unauthorized returns may be refused.

5. Shipping Costs

All returns are subject to return shipping costs paid by the customer, including returns due to buyer’s remorse or ordering error.
Original shipping charges are non-refundable.
We strongly recommend using a trackable and insured shipping method. Big Cat Audio is not responsible for lost or damaged return shipments.

6. Refunds

All approved returns are subject to a restocking fee of 15–20%, depending on the item condition and category.
Restocking fees cover inspection, testing, repackaging, and administrative costs.
Approved refunds will be issued to the original payment method, minus the restocking fee and original shipping charges.
Please allow 5–10 business days after we receive and inspect the return for processing.
Refunds may be further reduced or denied if items show signs of use, missing parts, damage.

7. Exchanges

Exchanges are handled on a case-by-case basis and subject to product availability.
If an exchange is approved, additional shipping costs may apply.