Legal
Return & Refund Policy
A vacuum tube amplifier is a 23–36 kg purchase that has to be installed, warmed up, and lived with before you know how you feel about it. This policy is built to give you a fair chance to do that — and to make the practical part, the freight, straightforward rather than a negotiation.
The short version
| Question | Answer |
|---|---|
| How long do I have? | 30 days from the day your parcel arrives — not from the day you ordered. |
| Who pays return freight? | Defective, damaged or wrong item: we pay, both ways. Change of mind: freight is deducted from your refund. |
| Restocking fee | 25% on change-of-mind returns. None for defective items. |
| Can I exchange instead of returning? | We do not offer direct exchange. Return the unit, then place a new order. |
| When do I get my money back? | Within 5 business days of the returned unit arriving at our warehouse. |
| Who pays the original outbound freight? | Not refunded. It was already spent getting the unit to you. |
Photograph the outer carton before opening it, photograph the damage, keep all packaging, and tell us within 48 hours. We will arrange to have the unit collected and will cover the freight. Please do not refuse delivery — a refused parcel is destroyed in transit, cannot be insured, and cannot be refunded.
Who this policy covers
This policy applies to orders placed through oilily-hifi.com by customers outside mainland China, shipped from either our US warehouse or our factory in China.
Orders shipped to mainland China are not covered by this policy. Domestic sales are handled directly and follow the terms stated on your order confirmation. If you are unsure which applies to your order, contact us before shipping and we will tell you plainly.
Purchases made through distributors and dealers are governed by the agreement between you and that distributor, not by this page. If you bought from an authorised distributor, go to them first — they will usually resolve it faster and you will not pay cross-border freight twice.
What can and cannot be returned
| Item | Returnable? | Notes |
|---|---|---|
| Amplifiers (all models) | Yes, within 30 days | 25% restocking fee applies. Must be returned in resellable condition in its original packaging, with the custom foam inside. |
| Vacuum tubes | Yes, within 30 days | 25% restocking fee applies. Tubes must be unused and in original sealed packaging. |
| Cables and accessories | Yes, within 30 days | 25% restocking fee applies. Opened packaging counts as used. |
| Damaged or faulty on arrival | Yes | No restocking fee. We pay return freight. |
| Wrong item sent to you | Yes | No restocking fee. We pay return freight. |
| Unit modified or altered from original | No | Includes drilled chassis, replaced transformers, swapped tube types. |
| Unit with removed or damaged serial plate | No | We cannot identify or re-certify the unit without it. |
| Unit that arrived damaged after the carrier left | No | See Section 01 — report within 48 hours so we can claim on the insurance. |
| Second-hand, demo or trade-in units | No | These are sold as final sale. |
Tubes can only be returned if they have not been inserted, powered, or removed from their sealed packaging. We cannot test and re-stock a tube that has been used, so we cannot accept it back. This is not a policy preference — it is a safety and resale constraint.
How to start a return
Talk to us before you ship anything back. Unannounced returns are difficult to process and will be delayed, because the unit arrives with nobody expecting it.
Contact us first
Email services@oilily-hifi.com with your order number, the serial number on the back of the chassis, and what you want to return and why.
We issue an RMA number
You will receive a Return Merchandise Authorisation number and the correct return address — either our US warehouse or our factory in China, whichever your unit came from. We reply within one business day.
Pack it in the original packaging
A 23–36 kg amplifier will not survive transit without the custom foam fitted to its chassis, so the original double-layer carton and its foam inserts are a requirement, not a preference. We cannot supply replacement packaging. If you no longer have the original foam and carton, contact us before packing — improper packing will void the return.
Ship and send us the tracking
Send us the carrier name and tracking number, plus the shipping receipt. Use a tracked, insured service. We cannot process a refund for a parcel we cannot trace.
We inspect and refund
Once the unit reaches the warehouse we inspect it, then refund. If we find it will need repair or re-packing before resale, we will tell you before deducting anything.
How the refund is calculated
Refunds go back to the original payment method. A PayPal refund appears on your statement within 5–10 business days after we send it, depending on your bank.
| Situation | Deductions from the refund |
|---|---|
| Defective, damaged in transit, or wrong item sent | None. We refund the full order value and pay return freight. |
| Change of mind, within 30 days | 25% restocking fee, plus outbound and return freight. |
| Change of mind after 30 days | Not returnable under this policy, except where the unit is faulty — see Section 06. |
| Payment processing fees | Up to 5% may be withheld. Our payment provider does not return these to us either. |
| Customs duties and import taxes | Non-refundable. These were paid to the destination authority, not to us. |
| Original outbound freight on your order | Not refunded. |
Return freight for a 23–36 kg unit is significant. We deduct it from the refund rather than invoicing you for it in advance, so you are not asked to front a large sum before you have your money back. The outcome is the same — the freight cost is yours either way — but the process is simpler.
Faulty items after 30 days
The 30-day return window is for changing your mind. It is not the limit on warranty cover. If a unit develops a fault after the return window has passed, it is handled under the Warranty & After-Sales Service Policy, which covers manufacturing defects for one year on the main unit and three months on vacuum tubes.
Warranty service is not a return. In most cases we repair the unit and ship it back to you, rather than refunding you and taking the amplifier back — a replacement that arrives sooner is worth more to you than the money.
Common questions
How do I measure the 30 days — from order date or delivery date?
From delivery. The 30 days start the day your parcel reaches you, not the day you placed the order. Transit time is not included.
I have listened to it for 10 days and it is not right for my system. Can I return it?
Yes, within the 30-day window. Choose change-of-mind return and a 25% restocking fee plus freight applies. That is cheaper than keeping a machine that does not suit your room or speakers, and cheaper for both of us than working through the warranty route for a machine that works correctly.
One tube has gone. Is that a warranty claim or a return?
Warranty. A single failed tube is a consumable failure, not a returnable product issue, so it falls under the warranty policy rather than this returns policy.
I am outside the US and the unit shipped from China. Which address do I send it to?
Contact us before you pack anything. We will arrange the return address for you — in most cases we will have it collected from your location rather than asking you to ship it long distance yourself. Do not send the unit anywhere until we have issued an RMA and confirmed the address with you.
I am outside the US and the unit shipped from the US warehouse. Where do I send it?
Please contact us first. Our US warehouse ships only to addresses inside the United States, so it cannot receive an international return. Tell us where you are and we will work out the practical route with you before anything is shipped.
I no longer have the original foam and carton. Can I still return the unit?
Unfortunately not. The foam inside the carton is cut to fit that specific chassis, and without it the amplifier cannot be packed safely — a 23–36 kg unit is not something we can put into a box and hope for the best. The same applies to vacuum tubes, which are glass and readily broken in transit without their original packaging. We are not able to accept a return packed in anything other than its original packaging, so please keep it.
Can I return just one part, like a set of tubes?
Yes, if you bought the tubes separately. They must be unused and still in their sealed original packaging, and a 25% restocking fee applies. Tubes that came fitted inside an amplifier cannot be returned on their own — removing a tube from the machine does not make it a separate part, and the amplifier has to travel back intact. If they have been opened or inserted, we cannot test and re-stock them, so we cannot accept them.
I refuse delivery because I changed my mind. What happens?
Please do not refuse. A refused parcel is destroyed in transit, cannot be insured, and cannot be refunded — you would lose both the unit and the money. Contact us and we will arrange a proper return.
How long does the whole return take from start to refund?
Allow freight time plus inspection. We arrange collection with you as part of the RMA, and we send the refund within 5 business days of the unit reaching our warehouse. Your bank then needs up to 10 business days to show it. We will give you a realistic estimate for your particular address when we issue the RMA.
I bought from an authorised distributor instead. What applies to me?
The agreement with that distributor. Start with them — it is normally faster and avoids paying cross-border freight twice. If they cannot resolve it, contact us and we will help coordinate.
Contact us
Guangzhou Good Voice Electric Appliance Co., Ltd. (广州好声音电器有限公司)
Tax ID: 91440114058948398C
Email: services@oilily-hifi.com
Response time: within one business day, Monday to Friday
Please include your order number and the serial number on the chassis. Without both we cannot locate your order or issue an RMA.