Refund policy

We have a 30-day return policy, which means 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at cindy@suncoastaudio.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cindy@suncoastaudio.com.

Damages and issues
Please inspect your order upon reception 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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you 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.

European Union 14 day cooling off 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, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cindy@suncoastaudio.com.

The Headphone Shop Return Policy

We want you to love your new headphones. If something isn’t quite right, we’re here to help, within the guidelines below.

Please note: This policy is a general guide. Specific brands or items may have additional terms listed on their product pages.

Return Eligibility & Timeframe

To keep things fair and hygienic for all our customers, returns must meet the following conditions:

A return form must be submitted within 15 days of purchase.
The item must be in mint / like-new condition.
All original packaging, accessories, and manuals must be included and in like-new condition.
Clear, current photos of the item and packaging must be uploaded with your return form.

If your return is approved:

Items under $1,000 will be refunded to your original payment method.
Items $1,000 and above will be refunded as store credit.

How to Start a Return

Fill out our Return Form

Complete the return request form on our website within 15 days of purchase.
Upload clear photos of the item, packaging, and accessories.

Wait for Approval

Our team will review your request and photos.
If your return is approved, we’ll email you instructions on how and where to send your item.

Ship Your Item

Once your return is approved, you’ll have 7 business days to ship the item back.
The item must be shipped in its original packaging with all original accessories inside a protective shipping box.
Return shipping costs are the customer’s responsibility.

Inspection & Refund

When your return arrives, our team will inspect it.
The inspection process may take up to 10 business days.
If everything checks out, your refund or store credit will be processed according to the rules above.

You are responsible for ensuring that the return arrives at The Headphone Shop. If a package is lost or never delivered to us, we unfortunately can’t issue a refund.

Restocking Fees & Late Returns

Once your return has been approved:

You have 7 business days to ship the item back.
If the item is shipped after this 7-business-day window, a 15% restocking fee will be deducted from your refund or store credit.

4. Defective Items & Warranty

If you believe your item is defective, we’re here to help coordinate with the manufacturer.

For warranty issues, please email info@theheadphoneshop.com.
Include:

Your order number
The product serial number
A detailed description of the issue
Photos or videos, if possible

Important:

All warranty claims are handled by the manufacturer. We’ll gladly help connect you and support the process where possible.
If the manufacturer determines the product is defective and covered under warranty, they will repair or replace it according to their policy.
If the manufacturer determines the issue is not covered (for example, damage outside warranty conditions), the item will be returned to you and no refund will be issued.

In most cases, a defective product must be processed through the manufacturer’s warranty before a refund can be considered.

Items Not Eligible for Return

To protect all of our customers and due to the nature of certain products, the following are non-returnable:

Final sale items
Special order items
Open-box items
Limited edition items
Items re-purchased after being previously returned
Price-matched items
Accessories such as ear pads, straps, ear tips, etc. (for hygienic reasons)
Gift cards / store credit

These items may still be covered by the manufacturer’s warranty, where applicable.

Additionally, the following conditions are not eligible for return:

Missing original packaging, manuals, or accessories
Earwax, dirt, stains, or other hygiene-related issues
Items returned in used, damaged, or non–like-new condition

The Headphone Shop reserves the right to refuse returns on any item that arrives dirty, damaged, or missing original packaging or accessories.

Order Cancellations

We get it, sometimes you change your mind.

We accept order cancellations within 24 hours of placing your order, as long as the item has not shipped.
If your item has already shipped, we’re unable to cancel the order. In that case, you may be able to submit a return request after you receive the product, following the standard return policy.

Special order items are non-cancellable and non-returnable, even if shipping takes longer or shorter than the estimated window. Variations in shipping times do not qualify as grounds for cancellation.

Special Order Items

Special order items are:

Non-cancellable
Non-returnable

These items may ship earlier or later than the estimated time shown. Changes in the shipping timeframe for special orders are not accepted as a reason for cancellation.

Policy Abuse

We want to keep our policies fair and sustainable for everyone.

The Headphone Shop reserves the right to:

Refuse returns
Refuse future orders

for customers we believe have abused, or may abuse, our return policy. This includes, but is not limited to:

Excessive or repeated returns
Returning used or damaged items as “like new”
Spreading returns across multiple accounts

Visit our sister stores: Suncoast Audio and Suncoast Audio Direct