Ashen Amps Return, Refund & Custom Order Policy
Last Updated: August 2026
At Ashen Amps, many of our amplifiers, speaker cabinets, enclosures, and other products are handmade, produced in small quantities, or built specifically for an individual customer. This policy is intended to clearly explain what customers can expect before and after purchase and how we handle returns, cancellations, workmanship concerns, and warranty issues. By placing an order, paying an invoice or deposit, or authorizing Ashen Amps to begin production, the customer acknowledges the applicable product description, specifications, handmade-product notice, and the terms below.
1. Ready-Made / Non-Custom Products
This section applies to standard products that are listed as in stock and ready to ship and that have not been modified or customized for the customer. A return request must be made within 7 days of delivery. To qualify for a standard return: The product must be unused and in new, resellable condition. The product must include its original packaging, accessories, cables, documentation, and other included materials. The customer must contact Ashen Amps before returning the product and receive return instructions. The product must be safely packaged for return shipment. Approved returns may be subject to a restocking fee of up to 25% when reasonably necessary to cover inspection, testing, repackaging, cleaning, replacement packaging, or other costs required to restore the item to saleable condition. Original shipping charges are generally non-refundable unless otherwise agreed in writing.
2. Custom, Handmade & Built-to-Order Products
Products made specifically for a customer are not treated the same as standard in-stock merchandise. This category includes, but is not limited to: custom speaker cabinets or enclosures; handmade wood cabinets; products with a stated production or lead time; products made after an order is placed rather than taken from finished inventory; custom dimensions, finishes, wood species, hardware, speakers, grille materials, colors, engraving, or other customer-selected options; modified or personalized products. Because materials, components, and labor are committed specifically to these orders, custom and built-to-order products are generally not eligible for cancellation or standard return once production has begun. This does not affect Ashen Amps' responsibility to address a legitimate workmanship or functional issue as described below.
3. Handmade Product Notice
Each handmade Ashen cabinet is individually crafted using real wood and other natural materials. No two pieces will be exactly alike. Natural variation in: wood grain; figuring; color; texture; tone of finish; hand-finishing; minor dimensions or hardware placement; other small cosmetic details is normal in individually handmade products. Such variations are not considered manufacturing defects when they do not materially affect the product's intended function, sound, structural integrity, or usability. Our products are individually crafted rather than mass-produced, and these small differences are part of the character of handmade work. Photographs, renderings, finish samples, and digital images are provided as reasonable representations. Natural wood, lighting conditions, photography, screen settings, and hand-finishing can cause the finished product to appear somewhat different from photographs. By purchasing a handmade product, the customer acknowledges and accepts the natural variation and individual character inherent in handmade products and natural materials.
4. Concerns About Condition, Workmanship or Performance
If a customer believes a product arrived with a workmanship issue, functional problem, shipping damage, or a material difference from the product ordered, we ask that they contact Ashen Amps within 7 days of delivery whenever reasonably possible. Please provide: the order number; a written description of the concern; clear photographs; video or audio when relevant; any other information reasonably needed to evaluate the issue. Ashen Amps must be given a reasonable opportunity to evaluate the concern and, when appropriate, offer a remedy. Depending on the circumstances, the available resolution may include: inspection; adjustment; repair; replacement; replacement of an affected component; partial refund; store credit; resale/refund arrangement; another mutually agreed resolution. A full refund is not automatically the first or only remedy for a custom or built-to-order product. Where an issue can reasonably be corrected through repair, adjustment, or replacement, Ashen Amps may offer that remedy first.
5. Customer Cooperation With Resolution
To allow us to resolve a concern fairly, the customer must provide reasonable cooperation with inspection, troubleshooting, repair, adjustment, replacement, or return arrangements. Ashen Amps cannot properly evaluate a claimed defect or workmanship issue if the product is not made reasonably available for inspection when inspection is necessary. Declining a reasonable offer of inspection, repair, adjustment, replacement, or return may limit the resolutions Ashen Amps is able to provide.
6. Returns Related to a Claimed Defect or Workmanship Issue
If Ashen Amps requests or authorizes return of a product for inspection, the customer will receive return instructions. Unless otherwise agreed in writing, the product must be returned to Ashen Amps before a full refund may be completed. The customer may not retain both the merchandise and the full purchase-price refund unless Ashen Amps expressly agrees otherwise in writing. After the product is received, Ashen Amps will inspect the claimed issue and determine the appropriate resolution based on the condition of the product, the original order specifications, the nature of the concern, and the applicable warranty or order terms.
7. Return Shipping
For ordinary returns of eligible ready-made products, return shipping is the customer's responsibility unless otherwise agreed in writing. For a product returned because of an alleged defect or workmanship issue, responsibility for shipping costs will depend on the circumstances. If inspection confirms a covered manufacturing or workmanship defect, Ashen Amps may reimburse reasonable return shipping costs or otherwise include shipping in the remedy. If no covered defect is found, or if the issue resulted from misuse, accidental damage, unauthorized modification, improper packaging, or another excluded cause, return shipping may remain the customer's responsibility. All returned products must be properly packaged. We strongly recommend tracked and insured shipping. The customer is responsible for damage caused by inadequate return packaging.
8. Shipping Damage
Shipping damage should be reported to Ashen Amps as soon as possible after delivery. Please retain:
the original shipping carton;
all packing materials;
shipping labels;
photographs of the packaging;
photographs of the product and visible damage.
Ashen Amps will assist with the appropriate carrier claim when applicable. Please do not discard packaging until the shipping-damage claim has been resolved.
9. Deposits and Cancellations
For custom, handmade, modified, personalized, or built-to-order products, deposits become non-refundable once materials have been ordered, components have been committed, or production has begun. If an order is cancelled after production begins, Ashen Amps may retain an amount reasonably necessary to cover costs already incurred, including: materials; components; completed labor; design or preparation work; payment processing costs; other non-recoverable expenses associated with the order. Whenever a specific custom order has different deposit or cancellation terms, those terms will be disclosed on the invoice or in writing before production begins.
10. Products That Are Generally Not Eligible for Standard Return
Standard returns generally do not apply to:
custom or built-to-order products after production has begun;
personalized or modified products;
products that have been materially used, damaged, altered, or disassembled by the customer;
products damaged through misuse, accident, moisture, improper voltage, incompatible equipment, unauthorized repair, or improper storage;
items missing essential components or accessories;
products returned without following reasonable return instructions.
A customer's change of preference or buyer's remorse does not by itself create a right to return a custom-built product or cancel the order after production has begun. Nothing in this section prevents a customer from contacting Ashen Amps about a legitimate workmanship or functional issue.
11. Warranty Claims
If a customer believes a product has a manufacturing or functional defect, they should contact Ashen Amps with a description and supporting photographs, video, or audio when applicable. Covered warranty service may include: inspection; troubleshooting; adjustment; repair; replacement of affected parts; product replacement when appropriate. Warranty service does not automatically require a full refund. Damage resulting from misuse, impact, improper voltage, incompatible equipment, moisture, smoke, unauthorized modification or repair, improper storage, or shipping damage occurring after delivery is not considered a manufacturing defect. Separate terms of the Ashen Amps Limited Warranty also apply.
12. Refund Processing
When a refund is approved following a return, the product will first be inspected. Approved refunds will normally be issued to the original payment method. Where applicable and permitted, refunds may be adjusted for documented non-refundable costs such as: original shipping; missing items; damage unrelated to the reported issue; agreed restocking fees; non-recoverable custom-order expenses. We will explain any adjustment before processing the final refund whenever reasonably possible.
13. Return Authorization and Contact
Before shipping a product back, please contact: Ashen Amps
Email: ashenamps@gmail.com
Please include:
your name;
order number;
description of the issue or return request;
photographs or video when applicable.
We will provide the appropriate return, inspection, repair, or troubleshooting instructions. Please do not ship products back without first contacting us, as doing so may delay inspection or resolution.
14. Our Commitment
We build and sell our products in good faith and want customers to be satisfied with their Ashen equipment. Handmade and custom-built products require a different process from mass-produced retail merchandise, but that does not mean legitimate concerns will be ignored. Our goal is to evaluate each situation fairly and provide a reasonable solution based on the product, the concern reported, the customer's order, and the circumstances involved.
14. Contact Us
For return authorization, warranty questions, or support, please contact: