Ashen Amps Return & Refund Policy

Last Updated: 01.01.2026

At Ashen Amps, we take great pride in building high-quality boutique amplifiers, speaker cabinets, and sound equipment. Many of our products are handcrafted, built in small quantities, or made specifically for each customer. Because of this, our Return & Refund Policy is designed to protect both our customers and our workshop.

By placing an order with Ashen Amps, the customer agrees to the terms below.

1. Ready-Made / Non-Custom Products

This section applies only to ready-made, non-custom products that are listed as in-stock and ready to ship, such as standard APG amplifiers or other non-custom items.

To qualify for a return, all of the following conditions must be met:

  • The product must be a non-custom, ready-made item.

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

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

  • The item must include all original packaging, documentation, cables, accessories, protective materials, and any included items.

  • The customer must receive written Return Authorization from Ashen Amps before shipping the product back.

Ashen Amps reserves the right to deny any return that does not meet these requirements.

2. Non-Eligible Returns

We do not accept returns for:

  • Custom-built, handmade, modified, personalized, or built-to-order products.

  • Products showing signs of use, wear, handling, installation, or live performance use.

  • Products with cosmetic damage, scratches, dents, chips, stains, smoke odor, moisture exposure, or missing parts.

  • Products damaged by improper use, storage, transport, voltage, cables, incompatible equipment, or customer handling.

  • Products modified, opened, repaired, altered, or disassembled after delivery.

  • Products missing original packaging, accessories, documentation, or protective materials.

  • Products returned without prior written authorization.

  • Buyer’s remorse after the product has been opened, used, or handled.

3. Restocking Fee

At our discretion, Ashen Amps may accept an eligible return of a ready-made product only if the product is absolutely new, unused, complete, and resellable.

A restocking fee of up to 25% may apply to approved returns. The fee may be higher or the return may be denied if the item requires repackaging, cleaning, inspection, testing, replacement materials, or any other work before it can be resold.

4. Custom & Built-to-Order Products

Custom, handmade, modified, personalized, and built-to-order (listings with a specified Lead Time) products are made specifically for each customer and are not eligible for standard returns, cancellations, or immediate refunds once production has started.

This includes, but is not limited to:

  • Custom speaker cabinets.

  • Custom enclosures.

  • Products made with special wood, finish, size, dimensions, hardware, speaker, or design choices.

  • Products with personalized engraving or marking.

  • Modified or special-request products.

  • Any product listed with a production time, build time, or lead time.

  • Any product that is not listed as in-stock and ready to ship at the time of purchase.

Because these products are built by hand, slight variations in wood grain, color tone, finish, dimensions, hardware placement, texture, and overall appearance may occur. Handmade variations and minor cosmetic imperfections are not considered defects as long as they do not affect the product’s normal function, sound, or structural integrity.

Photos, videos, finish samples, renderings, and digital images are for reference only. Colors, wood grain, and finish appearance may look different in person due to lighting, screen settings, natural material variation, and the handmade finishing process.

5. Issues With Custom or Built-to-Order Products

If there is a concern with a custom or built-to-order product, the customer must contact Ashen Amps within 7 days of delivery and provide clear photos, videos, and a written description of the issue.

Depending on the situation, Ashen Amps may, at our discretion, offer one or more of the following:

  • Inspection.

  • Repair.

  • Adjustment.

  • Replacement.

  • Partial refund.

  • Store credit.

  • Resale/refund option.

  • Other reasonable resolution agreed in writing.

Refunds are not the standard remedy for custom or built-to-order products. If a refund is approved, it may be issued only after the product is returned, inspected, and/or resold, depending on the situation.

Original shipping costs, return shipping costs, payment processing fees, custom materials, completed labor, and other non-recoverable costs may be non-refundable.

6. Deposits and Cancellations

Deposits for custom, handmade, modified, personalized, or built-to-order products are non-refundable once materials have been ordered or production has started.

If a customer cancels a custom or built-to-order project after production has started, Ashen Amps may retain part or all of the payment to cover materials, labor, design time, administrative time, and other costs already incurred.

7. Shipping Costs and Return Shipping

For eligible returns:

  • The customer is responsible for all return shipping costs unless otherwise agreed in writing.

  • Original shipping costs are non-refundable.

  • The customer must use proper packaging and is responsible for safe return shipment.

  • We strongly recommend using insured shipping with tracking.

  • Ashen Amps is not responsible for returned items lost or damaged in transit.

Returned products must be packed in the original packaging or equally protective packaging. Damage caused by improper return packaging may reduce or void any refund, credit, repair, replacement, or warranty option.

8. Shipping Damage

If an item is damaged during shipping, the customer must notify Ashen Amps immediately and provide photos of the product, packaging, labels, and visible damage.

Shipping damage must be handled through the shipping carrier’s claim process. Ashen Amps can assist with documentation, but we cannot issue refunds for damage caused by the shipping carrier unless the claim is approved or otherwise agreed in writing.

The customer must keep all packaging materials until the carrier claim is resolved.

9. Return Authorization Required

Before sending any product back, the customer must:

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

  2. Provide the order number.

  3. Describe the reason for the return or issue.

  4. Provide clear photos or videos if applicable.

  5. Receive written Return Authorization from Ashen Amps.

Returns sent without written authorization may be refused or returned to the customer at the customer’s expense.

10. Refund Processing

After an authorized return is received:

  • The product will be inspected within 5–7 business days.

  • If approved, the refund will be issued to the original payment method.

  • If denied due to condition, missing items, damage, use, unauthorized return, or policy restrictions, we will notify the customer.

  • If the return is denied, the customer is responsible for the cost of shipping the product back to them.

Approved refunds may be reduced by restocking fees, missing items, damage, shipping costs, payment processing fees, or other non-recoverable costs.

11. Exchanges

Exchanges may be allowed only for eligible ready-made, non-custom products if:

  • The product is unused.

  • The product is in brand-new condition.

  • The product is complete with all original packaging and accessories.

  • The exchange is requested within 7 days of delivery.

  • Ashen Amps approves the exchange in writing.

Exchange shipping is the customer’s responsibility unless otherwise agreed in writing.

12. Defective Items and Warranty Claims

If the customer believes an item has a defect, they must contact Ashen Amps with photos, videos, and a detailed description of the issue.

Ashen Amps will determine whether the issue is covered under our Limited Warranty. Warranty service may include inspection, repair, adjustment, or replacement at our discretion.

Warranty service does not automatically include refunds.

Damage caused by misuse, incorrect voltage, improper cables, incompatible gear, moisture, smoke, impact, modification, unauthorized repair, improper storage, or shipping damage is not considered a manufacturing defect.

13. Final Decision

Ashen Amps reserves the right to make the final decision on return eligibility, refund approval, repair, replacement, store credit, resale/refund option, warranty coverage, and any related resolution.

We always do our best to handle every situation fairly, but our handmade and custom-built products require policies that protect the time, materials, labor, and craftsmanship involved in each build.

14. Contact Us

For return authorization, warranty questions, or support, please contact:

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