Refund policy
OVERVIEW
This website is operated under the trade name DeTour Audio. The seller and merchant of record is EarMen LLC, United States.
DeTour Audio is an online audio outlet offering new, open-box, demo, clearance, B-stock, refurbished, used/pre-owned and selected audio products from our own inventory and trusted partners.
This Return & Refund Policy explains how cancellations, returns, refunds and replacements are handled.
By placing an order, the customer agrees to this Return & Refund Policy, our Shipping Policy, Warranty Policy, Product Condition Guide and Terms of Service.
ORDER CANCELLATION
Customers may request to cancel an order by contacting us at orders@detour-audio.com as soon as possible after placing the order.
A cancellation request can only be approved if the order has not yet been processed, packed, shipped, assigned to a fulfillment partner or assigned a tracking number.
Once an order has been processed, packed, shipped, assigned to a fulfillment partner or assigned a tracking number, it can no longer be cancelled. In that case, the customer may request a return according to this Return & Refund Policy.
All cancellation requests must be reviewed and approved by DeTour Audio / EarMen LLC.
If an order is cancelled after payment processing but before shipment, any non-refundable payment processing fees, bank fees, currency conversion fees or other direct transaction costs may be deducted from the refund where permitted by law.
RETURN PERIOD
Unless otherwise stated on the product page, customers may request a return within 14 days from the date of delivery.
To request a return, please contact us at support@detour-audio.com and include:
• Order number
• Product name
• Reason for return
• Photos of the product, accessories and packaging, if requested
A return is not approved until DeTour Audio / EarMen LLC confirms the return request in writing.
Products returned without prior approval may be refused or returned to the sender.
RETURN ELIGIBILITY
To be eligible for a return, the product must be returned in the same condition as received, complete, undamaged and safely packed.
The product must include all accessories, cables, manuals, inserts, protective materials, packaging and any other items included with the order, unless the product page clearly stated otherwise at the time of purchase.
The product must not be damaged, modified, opened beyond normal inspection, repaired by an unauthorized party, misused, incorrectly connected or returned with missing parts or accessories.
Returned products must be packed safely for transport. Products damaged during return shipping because of improper packaging may be refused or may be subject to deductions from the refund.
OUTLET PRODUCT CONDITIONS
DeTour Audio sells products in different conditions, including but not limited to:
• New
• Open-box
• Demo unit
• Clearance
• B-stock
• Refurbished
• Used / pre-owned
• Discontinued
• Last-piece
• Special-offer items
The condition of each product is stated on the product page where applicable.
Open-box, demo, B-stock, refurbished, used/pre-owned, clearance and last-piece products may show signs of previous handling, demonstration, testing, repackaging, storage, transport or use.
Condition details clearly stated on the product page before purchase are not considered defects and do not qualify the product for a defect-based return, refund or replacement.
RETURNS FOR OPEN-BOX, DEMO, B-STOCK AND USED PRODUCTS
Open-box, demo, B-stock, refurbished and used/pre-owned products may be returned within the applicable return period, unless the product page clearly states that the item is final sale or non-returnable where permitted by law.
However, the customer accepts the product condition described on the product page at the time of purchase.
Cosmetic marks, signs of use, missing original retail packaging, repackaging, minor wear, demo history, B-stock classification or other disclosed condition details are not considered defects.
If such products are returned, they must be returned in the same condition as delivered, with all included accessories and packaging listed on the product page.
NON-RETURNABLE ITEMS
The following items are not eligible for return, except where required by law or where a confirmed functional defect is covered by warranty:
• Final sale products clearly marked as final sale on the product page
• Clearance products clearly marked as non-returnable on the product page
• Products made, modified or ordered specifically for the customer
• Special-order products
• Parts, spare parts and service items
• Consumable items
• Products damaged by misuse, incorrect connection, improper handling, unauthorized repair, modification or accident
• Products returned incomplete, heavily used or damaged
• Products not purchased directly from DeTour Audio
RETURN SHIPPING COSTS
The customer is responsible for return shipping costs unless the product was delivered defective, damaged on arrival or incorrect.
Original shipping charges are non-refundable.
If free shipping or discounted shipping was provided on the original order, our original outbound shipping cost may be deducted from the refund where permitted by law.
For orders delivered outside the United States under DAP/DDU terms, import duties, VAT, customs fees, brokerage fees, local taxes, courier fees and other local charges paid by the customer are not refundable by DeTour Audio / EarMen LLC.
The customer is responsible for safely packing and shipping the return.
We strongly recommend using a tracked and insured shipping service.
DeTour Audio / EarMen LLC is not responsible for returns lost or damaged in return transit.
INSPECTION AND REFUNDS
Refunds are issued only after the returned product has been received and inspected.
Approved refunds will be issued to the original payment method.
Please allow reasonable processing time after the returned product has been received and inspected.
Banks, card issuers, payment processors and currency conversion providers may require additional time to process the refund.
DeTour Audio / EarMen LLC is not responsible for delays caused by banks, card issuers, payment processors or currency conversion providers.
DEDUCTIONS FROM REFUNDS
A full refund of the product price may be issued only when the product is returned complete, undamaged and in the same condition as delivered.
If the returned product shows signs of additional use, wear, damage, missing accessories, missing packaging, cosmetic marks, modification or any other reduction in value beyond the condition originally described on the product page, DeTour Audio / EarMen LLC may deduct a reasonable amount from the refund.
Deductions may include, but are not limited to:
• Loss of product value
• Missing accessories
• Missing packaging
• Replacement parts
• Cleaning
• Inspection
• Testing
• Repackaging
• Restocking costs
• Payment processing fees where permitted by law
• Original outbound shipping costs where permitted by law
• Customs-related costs where applicable
We reserve the right to refuse a return if the product is returned damaged, incomplete, heavily used, modified, incorrectly packed, or not in the same condition as delivered.
DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
If a product is delivered defective, damaged on arrival or incorrect, please contact us at support@detour-audio.com as soon as possible.
Please include:
• Order number
• Product name
• Description of the issue
• Photos or video of the issue if requested
• Photos of the packaging and shipping label if the package arrived damaged
Do not return the product before receiving instructions from us.
Depending on the situation, we may offer repair, replacement, refund, partial refund or another suitable solution, in accordance with our policies and applicable law.
For products covered by warranty, warranty service may be handled according to our Warranty Policy.
REPLACEMENTS
In the case of an approved replacement, the customer may be required to return the original product first, unless we confirm otherwise in writing.
The returned product must be complete and packed safely with all included accessories and packaging.
After we receive and inspect the returned product, we will send a replacement product or offer another suitable solution, depending on product availability and the nature of the issue.
Because DeTour Audio is an outlet store, replacement availability may be limited, especially for open-box, demo, clearance, B-stock, used/pre-owned, discontinued and last-piece products.
If an identical replacement is not available, we may offer repair, store credit, partial refund, full refund or another suitable solution.
WARRANTY AND LEGAL RIGHTS
Unless otherwise stated on the product page, all products sold by DeTour Audio include a 12-month limited warranty.
This Return & Refund Policy does not limit any mandatory consumer rights that may apply under the laws of the customer’s country or region.
Where local consumer protection laws provide rights that cannot be excluded or limited, those rights will apply.
CONTACT INFORMATION
For return, refund and replacement requests:
support@detour-audio.com
For order cancellation requests:
orders@detour-audio.com
For general questions:
info@detour-audio.com