Updated: August 24, 2023

Thank you for purchasing an Audio Keeper's product! We take your satisfaction and shopping experience very seriously. If you have any problems or dissatisfaction with the products you purchased, we will try our best to meet your needs.

1. Return Conditions

1.1 Return Time Limit

You have the right to apply for a return within 60 days of receiving the product. If it is more than 60 days, sorry, we will not be able to process your return request.

1.2 Product Condition

Returned products must be in their original condition, including original packaging, accessories and all accompanying documentation. Please ensure that the product is not damaged, scratched or otherwise damaged in any way, as this may affect your return eligibility.

2. Return Process

2.1 Apply for Return

Please apply for return through our customer service department, you can contact us in the following ways:

• Tel: +1 (213) 272-1253
• Email: support@theaudiokeeper.com
• Live Chat: Facebook Messenger

2.2 Review Return Requests

Our customer service team will review your request within 1 business days of requesting a return and contact you with details regarding your return.

Once your return request is approved, our after-sales staff will send you a return label and return address. Once the warehouse shows receipt of your return and checks that the returned goods comply with our return reconciliation. Your payment will be processed immediately and credited back to your payment account.

2.3 Return Shipping

Once your return request has been approved, we will provide the exact steps and address for the return. Please note that shipping costs for returns are your responsibility, unless the product has a manufacturing defect.

This table summarizes the division of responsibilities for return logistics costs under different circumstances.

SituationReturn logistics fee responsibility

1) Product defects or damage——Borne by the seller

2) Wrong delivery (not due to customer reasons)——Borne by the seller

3) The ordered goods were not delivered at the agreed time——At the seller's expense (unless otherwise negotiated)

4) The customer did not receive the item but tracking showed it was delivered——Be borne by the seller (need to provide relevant proof)

5) The order has been shipped before the customer applied to cancel it——Borne by the buyer

6) The customer refuses to receive the goods or provides an incorrect delivery address——Borne by the buyer

7) Additional costs incurred after the customer changes the order——Borne by the buyer

8) The customer does not like the product and wants to return it (no product quality issues)——Borne by the buyer

3. Refund Policy

3.1 Refund Method

Once we have received and inspected the returned product, we will issue a refund to your original method of payment.

3.2 Refund Processing Time

Refund processing is usually completed within 2 working days after we receive the returned product, and the specific processing time may vary depending on the payment method and bank.

Refund Money: Regardless of whether expedited or priority shipping is selected at the time of purchase, the shipping fee will be fully refunded upon refund.

Refund Time: the refund amount will usually be refunded to your account within 7-10 working days after approval by "Audio Keeper", which depends on the bank policy.

Please feel free to contact our after-sales team for support if you haven't received your refund or would like to know about the progress of your refund.

4. Non-return Policy

The following conditions are not eligible for the return policy:

• Damage caused by self-assembly or disassembly of the product.
• The product does not meet the condition requirements stated in the return policy.
• Special order products unless there is a manufacturing defect.

5. Exchange Policy

We provide a relaxed exchange policy, allowing customers to apply for an exchange within 60 days of purchase. If the customer finds that the item they receive is defective, damaged, or does not match their order, we will happily provide an exchange. During this period, we will bear the logistics costs for exchanges due to non-human factors. This table summarizes the division of responsibilities for exchange logistics costs under different circumstances.

SituationResponsibility for exchange logistics costs

1) The product is defective, damaged or incorrectly shipped——Borne by the seller

2) Customers are not satisfied with or change their mind within 60 days——Borne by the buyer

3) Customer orders incorrectly or provides wrong information——Borne by the buyer

4) Customer refuses to accept returned goods——Borne by the buyer

5) Other situations where the customer violates the exchange policy——Borne by the buyer

Customers only need to follow the following process when choose to exchange:

5.1 Contact customer service:

Please contact our customer service team within 60 days to explain why you need to exchange the product. You can contact us through online customer service, email or phone.

5.2 Provide relevant information:

Please provide the order number and a detailed description of the item that needs to be exchanged. If possible, please include relevant photos for faster processing of your application.

5.3 Confirm exchange eligibility:

Our customer service team will verify your exchange eligibility and provide exchange authorization and detailed exchange guidance after confirmation.

5.4 Returning Goods:

Customers will be asked to return goods requiring exchange following the guidance we provide. We will provide detailed return address and logistics information.

5.5 Processing and Shipping:

Once we receive and confirm the returned item, we will process the exchange and reschedule shipment as quickly as possible. The logistics costs incurred during this process will be borne by us to ensure that you successfully obtain the goods that meet your expectations.

6. Cancel the Order:

Note: The order has been placed but has not been shipped yet

• Cancellation of Orders: Customers can cancel an order within a certain period of time after placing the order, provided that the item has not yet been shipped. The exact time to cancel your order will be clearly stated on the order confirmation page and order confirmation email.
• Cancellation process: Customers can initiate an order cancellation request by logging into their account or contacting customer support at support@theaudiokeeper.com. When making a cancellation request, please provide your order number and related information for faster processing.
• Refund method: For canceled orders, the refund payment will be refunded to the customer's payment method. Refund processing may take some time depending on the payment channel's policy.
• Shipping after cancellation: If the order has already been processed and shipped, the order cannot be canceled. In this case, customers may consider using our return policy to return the item.
• Notification Confirmation: Once an order is successfully canceled, the customer will receive a confirmation email containing the details of the order cancellation.

Please note that specific cancellation policies may vary based on product type, order processing stage, and other factors. We recommend that customers read and understand the relevant cancellation policies in detail before placing an order to ensure that they can cancel the order smoothly and obtain a corresponding refund if necessary. Our customer support team is here to assist you and answer any cancellation related questions. Thank you for your understanding and cooperation.

7. Contact Us

If you have any questions or need assistance regarding our return policy, please do not hesitate to contact our customer service team. We will serve you wholeheartedly to ensure your shopping experience is pleasant.

Customer Service Phone: (213) 272-1253

Customer Service Email: support@theaudiokeeper.com

Live Chat: Facebook Messenger