Return Policy

Support & Returns

Return & Refund Policy

Straightforward, transparent guidelines for your HiFi equipment purchase.

7-Day Unconditional Return (Unopened Only)

Only brand-new, factory-sealed, and unopened products are eligible for return within 7 calendar days (168 hours). Opening packaging or attempting trial auditions voids return eligibility.

How the Return Process Works

01

Request Return

Email us at support@hifi-express.com within 7 calendar days (168h) of package delivery. Include your order ID and reason.

02

Ship Item Back

Once SMSL provides the destination address, dispatch the parcel via courier within 3 business days and reply with the tracking number.

03

Inspection

Transit takes approximately 15–30 business days. Our warehouse team will thoroughly inspect for complete packaging and like-new condition.

04

Refund Issued

Approved refunds are credited to your original payment method in 7–10 business days (applicable shipping and return fees deducted).

Fees & Responsibility Breakdown

Restocking / Return Fee
10% – 30% of order value per package (deducted from refund, varying by item size, weight, and destination country).
Return Shipping Cost
Customer responsibility. The customer covers the courier shipping fee to send the package to our designated overseas/local warehouse.
Customs Duties & Taxes
Non-refundable by store. If you paid import duties, you must claim reimbursement directly from your shipping carrier (DHL, FedEx, UPS, etc.).
Promotional Discounts
If a return causes the final order value to drop below campaign thresholds, bundled discounts or coupon savings will be adjusted accordingly.

Important Details & Legal Policies

168-Hour Timeframe & Weekend Processing ›

The 7-day period begins the moment courier tracking records "Delivered" (total 168 hours). Our office is closed on Saturdays and Sundays; however, sending your email within this 168-hour window automatically protects your return eligibility date.

Delivery Instructions & "Leave at Door" Liability ›

If you request or authorize your carrier to leave packages at your doorstep without a signature, you assume full responsibility for any loss, damage, or package theft. HiFi-Express will not provide refunds or replacements in these scenarios.

Default Status & Legal Terms ›

The buyer agrees to be bound by cardholder terms with their credit card issuing bank. In any event of credit card default or payment dispute, relevant financial institutions may proceed with legal recovery, and the buyer will be liable for applicable interest, recovery charges, and reasonable attorney fees.

Need Assistance with a Return?

Our dedicated support team at SMSL / HiFi-Express is ready to assist you.

Contact Support Team