Non condition Returns

We offer a 7-Day Return Policy. You have 7 days to return an item from the date that you received it. (confirmed by Shipping Tracking History). To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. If it is plastic sealed when you get it, it should remain plastic sealed. Some types of goods such as CIEMs and custom cables cannot be returned.

You will be responsible for paying the shipping costs for returning your item. Shipping costs we send the product to you are non-refundable（ write us in advance how much it is）and Custom Duty when it come back to China is non-refundable too ( we will send you receipt after we get it ).  If 7 days have gone by since you received your item, unfortunately, we can’t offer you a refund or exchange. 

Warranty Reason Returns 

If the product doesn't work properly during warranty lead-time and confirmed to be defective, the item could be returned for repair. Poloyoaudio will afford the freight to send it back to you after repair. 

Wrong Item reason Returns 

Please contact us at very first time if you get the wrong item and don't use the product, keep the package as original as it is, and we will cover all the freight and tax back and send you correct one immediately. 

Refunds

We may refund you for following reasons, 

1. Returned items due to the policy of returns once we get it. 
2. Order cancellation
3. Other reasons. 

If you paid by credit card, it would arrive you within 7 working days usually. The time will depend on the bank handling time. If you pay by PayPal, it will arrive you within few hours. If you didn't get the refund during above lead-time, write us to check the reason. 

Refunded amount may be slightly different with your original national currency payment due to Currency Exchange rates varying, Poloyoaudio is not responsible for the difference. 

There may be transaction fee deducted by your bank when order is cancelled or refunded fully or partially, Poloyoaudio is not responsible for this if your bank charge you any additional fee. 

Exchanges 

We only replace items if they are defective or damaged. 

Gifts

If the item is marked as a gift when purchased and shipped directly to you, it cannot be exchanged , refunded or warranty. 

How can I Request a Warranty replacement or repair?

You must email our customer service weng@poloyoaudio.store within the applicable warranty period with your order number and your specific inquiries. Please describe your problems that you encountered with as much detail as you can.

Can I cancel an order? 

Once an order is placed, you have less than 24 hours to cancel it if it is not processed yet. Once the order processes and is accepted by our warehouse, you may still request cancellation, however please know that cancellation at that stage is not guaranteed. 

Can I return the products that I don’t like and get a refund?

You may request to return an item in the condition it was received if you change your mind. Some items may be returned for either money back or exchange subject to the following conditions. Our policy is within 7days after receiving according to the tracking record. If 7 days after receiving have gone , unfortunately we can’t offer you a refund or exchange.

• Any item returned must be complete with all accessories, hardware, manuals or instructions, and in the same "new" condition as when it was when shipped to you. Please send us the photos or videos of it. 
• Any item returned incomplete or with physical damage such as scratches etc., excessive signs of use or abuse will not be accepted for return.
• Any item returned will be evaluated upon receipt. Of course, we cannot give refunds on defective merchandise resulting from mishandling, misuse, tampering or improper use.

What’s the process of cancelling, returning or requesting a refund?

Please email our customer service weng@poloyoaudio.store with your order number and the reason for the return. Please pack the product carefully.
You must return an item in the same condition as it was received. You must also include, in the same condition as it was received:

• All packaging such as boxes, bags, and tags
• Accessories such as cords and remotes
• Certificates, manuals, and warranty cards
• "Free gifts" or bonus items
• All items included in a bundle

Who can I contact, if I have questions about refunds or warranties?

If you have any questions, please contact us at weng@poloyoaudio.store