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Returns Policy

Our commitment to your satisfaction

Last updated: April 13, 2026

At SoundVault, we understand that purchasing premium audio equipment is a significant investment. We want you to be completely satisfied with your purchase. If for any reason you are not entirely happy with your order, we offer a comprehensive returns policy designed to give you peace of mind.

1. 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on all products purchased from SoundVault. If you are not completely satisfied with your purchase for any reason, you may return it within 30 days of delivery for a full refund or exchange.

2. Conditions for Return

To be eligible for a return, items must meet the following conditions:

  • The item must be in its original, unused condition
  • All original packaging, accessories, and documentation must be included
  • The item must not be damaged or show signs of wear
  • Proof of purchase (order confirmation or receipt) must be provided
  • Any promotional items or free gifts included with the purchase must also be returned

3. Items Not Eligible for Return

The following items cannot be returned:

  • Products damaged due to misuse, abuse, or negligence
  • Items modified or altered from their original condition
  • Earphones and in-ear headphones for hygiene reasons (unless faulty)
  • Special order items or customised products
  • Digital downloads or software licences
  • Gift cards and vouchers

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email [email protected] or call +44 20 7946 0958 within 30 days of receiving your order.
  2. Provide Details: Include your order number, the item(s) you wish to return, and the reason for return.
  3. Receive Instructions: Our customer service team will provide you with a Return Merchandise Authorisation (RMA) number and return instructions.
  4. Package Securely: Pack the item(s) in the original packaging with all accessories and documentation.
  5. Include RMA: Clearly write the RMA number on the outside of the package.
  6. Ship the Return: Send the package to the address provided by our team. We recommend using a tracked and insured shipping method.

5. Return Shipping Costs

Return Reason Return Shipping Cost
Faulty or defective item Paid by SoundVault (full refund including original shipping)
Incorrect item received Paid by SoundVault (full refund including original shipping)
Item damaged in transit Paid by SoundVault (full refund including original shipping)
Change of mind / Not satisfied Paid by customer (refund minus original shipping costs)

6. Refund Process

Once we receive and inspect your return, we will process your refund:

  • Inspection: Returns are typically inspected within 2-3 business days of receipt.
  • Refund Issued: Approved refunds are processed to your original payment method.
  • Processing Time:
    • Credit/Debit cards: 5-10 business days
    • PayPal: 3-5 business days
    • Bank transfers: 7-14 business days

You will receive an email notification once your refund has been processed. Please note that processing times may vary depending on your payment provider.

7. Exchanges

If you wish to exchange an item for a different model or colour:

  • Follow the standard return process for the original item
  • Place a new order for the replacement item through our website
  • If the exchange is due to our error, we will cover any price difference and shipping costs

This ensures you receive your replacement item as quickly as possible while we process your return.

8. Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery
  • Provide photos of the damaged item and packaging
  • We will arrange collection at no cost to you
  • You may choose between a replacement (if available) or full refund

9. Warranty Returns

For items that develop faults after the 30-day return period but within the manufacturer's warranty:

  • Contact us with your order details and a description of the fault
  • We will coordinate with the manufacturer on your behalf
  • Many manufacturers offer direct warranty service; we will guide you to the most efficient solution
  • We can provide loan equipment in certain circumstances (subject to availability)

10. Showroom Returns

For items purchased from our Covent Garden showroom:

  • The same 30-day satisfaction guarantee applies
  • Returns can be made in person or by post
  • Please bring your receipt or order confirmation
  • Our staff will inspect the item on-site for immediate processing

11. Cancellations

If you wish to cancel an order before it has been dispatched:

  • Contact us as soon as possible by phone or email
  • If the order has not been shipped, we will cancel it and issue a full refund
  • If the order has already been dispatched, you may refuse delivery or follow the standard return process once received

12. Special Circumstances

We understand that special circumstances may arise. If you have concerns about a return that fall outside our standard policy, please contact us. We evaluate each situation individually and strive to find fair solutions for our customers.

13. Contact Information

For returns and related enquiries, please contact:

Customer Service Team
Drofizy Ltd
71-75 Shelton Street, Covent Garden
London, WC2H 9JQ
Email: [email protected]
Phone: +44 20 7946 0958
Hours: Monday-Friday 09:00-19:00, Saturday 10:00-17:00

14. Changes to This Policy

We reserve the right to modify this Returns Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your purchase will apply to your order.

15. Consumer Rights

This Returns Policy does not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015. Nothing in this policy limits your legal rights to return faulty goods or cancel orders within statutory cooling-off periods.