New Product Purchases

Unless otherwise stated, you have 30 days from when we originally shipped the product to you (regardless of when you actually took delivery of the product) to get a valid Return Authorization (RA) number and get your product to a shipper to return back to us for refund or exchange. The product does not have to be back in our warehouse within 30 days, but it does have to be in the possession of the shipper (along with the valid RA). Packages without a RA will be refused upon return to our warehouse. When the RA expires, you may no longer return your product for a refund or exchange. Only one RA is issued per return. Customer pays return shipping charges for all RA services. Essential Sound Products (ESP) is not responsible for lost or stolen packages. We strongly recommend that you send products to us with appropriate insurance coverage and shipment-tracking numbers ESP must verify the condition of a product being returned claimed to be “defective”. If you are returning a non-defective product for refund a 15% restocking fee will be assessed.

All returned products must be returned in “like new” condition, and include the following:

1. Valid Return Authorization (RA) number.
2. Original packaging (manufacturer's box, all dunnage such as foam and plastic bags, etc.).
3. All included documentation (manuals, warranty cards, registration information, etc.).

The RA number must not be written on the original manufacturer's packaging or box. Please write the RA number on the label used to return the item or the brown shipping box. If your return does not conform to all applicable criteria, it will be rejected and returned back to you. Consequently, your RA will be nullified and any credit request will be denied and any replacement order will be cancelled.

Your return will usually be processed within 5 business days after receipt of the item(s). ESP does not ship replacement products before we receive your return (cross-ship). If you need a replacement sooner than the timeline outlined above, please place a new order on the website, independent of the returns process. Depending on the applicable policies above, you can request either a credit or a replacement when you return your product. If you request a credit, your original method of payment will be credited as soon as possible after your return is processed and approved. If you request a replacement product, your replacement order will be shipped once your return is processed and approved. Shipping timing will be subject to product availability.

Refurbished Products

The term “refurbished” applies to products, which have been previously sold and returned, reconditioned as required by ESP, and repackaged for selling purposes. You have 14 days from when we originally shipped it to you (regardless of when you actually took delivery of the product) to get a valid Return Authorization (RA) number and get your product to a shipper to return back to us for refund or exchange. The product does not have to be back in our warehouse within 14 days, but it does have to be in the possession of the shipper (along with the valid RA). Additional terms and conditions are the same as stated above for “new product purchases”.

Defective Returns

Defective products returned within the specified number of days from when the product was originally shipped to you, as stated above for “new” or “refurbished” goods, may be returned for refund or exchange in accordance with the respective policies. A valid RA number is required. The product does not have to be back in our warehouse, but it does have to be in the possession of the shipper (along with the valid RA). Packages without a RA will be refused upon return to our warehouse. When the RA expires, you may no longer return your product for a refund or exchange. Only one RA is issued per return. Customer pays return shipping charges for all RA services. ESP must verify the condition of a product being returned claimed to be “defective”. If ESP confirms that the product is defective, requests for refund will be processed and no restocking fee will be assessed.

Warranty Returns

Defective products returned after the first 30 days but before 5 years from the date when the product was originally shipped to you, will be accepted for exchange or repair, at our discretion, subject to the "new product warranty" terms. Customers must contact ESP to request an RA for warranty service. The defective product must be shipped to ESP within 30 days from the issue date of the RA. ESP must verify the condition of a product being returned claimed to be “defective”.

Out-of-Warranty Returns

Defective products returned after the warranty period has expired, will be accepted for repair or replacement. Customers must contact ESP to request an RA for warranty service. The defective product must be shipped to ESP within 30 days from the issue date of the RA. Out of warranty repairs are subject to a $25.00 service fee for assess/confirm the condition of a product being returned, and an estimate of what the repair or replacement cost will be. The service fee will be applied toward any agreed upon repair or replacements costs.