ASHEN AMPS — RETURN & REFUND POLICY

For Non-Custom Products (APG Series Amplifiers & Similar Stock Items)
Last Updated: 11.01.2025

At Ashen Amps, we take great pride in building high-quality boutique products. Because our gear is handcrafted and sensitive to improper handling, we have a strict Return & Refund Policy designed to protect both our customers and our workshop.

This policy applies to non-custom, ready-made products only (such as APG amplifiers).
Custom-built products remain non-returnable and non-refundable.

⭐ 1. Eligibility for Returns

To qualify for a return:

  • The product must be a non-custom item

  • The return request must be made within 7 days of delivery

  • The item must be unused, unopened, and in brand-new, resellable condition

  • The product must include all original packaging, documentation, cables, accessories, and protective materials

We do not accept returns for:

❌ Products that have been opened
❌ Products that show signs of use, wear, or handling
❌ Products damaged due to improper use or storage
❌ Products missing original packaging or accessories
❌ Products returned without prior authorization
❌ Any item showing cosmetic or internal changes caused after delivery

⭐ 2. Items Opened by the Customer

Once a factory-sealed box has been opened:

  • The product is considered used

  • Returns are generally not accepted

At our discretion, we may accept an opened return if the unit is absolutely brand-new and unused — but a restocking fee of up to 25% will apply.

This protects us from:

  • Buyers who “test” the unit for gigs

  • Accidental cosmetic damage

  • Internal damage caused by improper voltage or cables

  • Missing items

⭐ 3. Items Showing Damage

Products that arrive back to us:

  • scratched

  • dented

  • chipped

  • with altered or missing parts

  • showing internal damage

  • smelling of smoke or moisture

  • improperly repacked

…will not be eligible for a refund.

If the package was damaged during shipping, this must be handled through the shipping carrier, not through Ashen Amps. We can assist with documentation, but we cannot issue refunds for carrier-caused damage.

⭐ 4. Shipping Costs

For eligible returns:

  • The customer is responsible for all return shipping costs

  • Shipping costs from the original order are non-refundable

  • We recommend shipping with insurance; we are not responsible for returned items lost or damaged in transit

⭐ 5. Return Authorization Required

Before shipping anything back, the customer must:

  1. Email ashenamps@gmail.com within 7 days of delivery

  2. Provide the order number and reason for the return

  3. Receive written Return Authorization (RA) from Ashen Amps

Returns sent without authorization will be refused.

⭐ 6. Refund Processing

After we receive the returned item:

  • It will be inspected within 5–7 business days

  • If approved, refunds are issued to the original payment method

  • If denied due to condition issues, we will notify you and return the item to you at your expense

Restocking fees (up to 25%) may apply for:

  • opened items

  • items that required repackaging

  • items not returned in original condition

⭐ 7. Non-Refundable Situations

No refunds will be given for:

  • Custom-built products

  • Deposits for custom orders

  • Products damaged by the customer

  • Products modified or altered after delivery

  • Products used in live performance or recording environments

  • Damage caused by misuse, incorrect voltage, improper cables, or incompatible gear

  • Shipping carrier damage

  • “Buyer’s remorse” after the product has been opened or used

⭐ 8. Exchanges

Exchanges may be allowed only if:

  • the product is unopened

  • in new condition

  • approved by Ashen Amps

  • and returned within 7 days of delivery

Exchange shipping is the customer’s responsibility.

⭐ 9. Defective Items (Warranty Claims)

If you believe your item has a defect:

  • Contact us with photos and a description

  • We will determine if the issue is covered under our Limited Warranty

  • Warranty service does NOT include refunds

⭐ 10. Contact Us

For return authorization or questions:

Ashen Amps
Email: ashenamps@gmail.com
Website: https://www.ashenamps.com