This policy aims to provide clarity and flexibility for our customers while addressing business needs. Please refer to the sections below for detailed guidelines on cancellations, returns, and refund exceptions.

Note: The term "Standard Products" used herein refers to out-of-the-box products from other brands that are offered by MACO® Sound, separate from custom orders and MACO® MACARIAS.

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Definitions:

• Standard Products: The term "Standard Products" used herein refers to out-of-the-box products from brands other than MACO® that are offered by MACO® Sound.
• Custom Products: The term "Custom Products" used herein refers to items crafted to your specifications, including MACO® MACARIAS.

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1.0 CANCELLATIONS:

1.1 Cancellation Before Shipping:

Orders for Standard Products from brands other than MACO® which are cancelled before they ship are eligible for a refund minus an administrative fee to cover non-reversible fees we incur from payment processing. This does not apply to MACO® MACARIAS; see 1.3 below: Custom Orders, Including MACO® MACARIAS.

1.2 Cancellation After Shipping:

Once a product has shipped, it is no longer eligible for cancellation. The Return Policy must be followed.

1.3 Custom Orders, Including MACO® MACARIAS:

Custom Products are crafted to your specifications and made to order, ensuring that each item is uniquely yours. As such, Custom Products sold by MACO® Sound are non-cancellable and non-refundable; once an order is placed, it cannot be modified or cancelled, as production begins immediately. Given their bespoke nature, MACO® MACARIAS are classified as Custom Products and fall under this policy.

2.0 RETURNS:

2.1 Unopened Items:

Products must be returned in their original packaging, unopened, and unused within 30 days from the date your order is received for a refund minus an administrative fee to cover non-reversible fees we incur from payment processing. The buyer is responsible for return shipping costs.

2.2 Opened Items:

Opened items may be returned within 30 days from the date your order is received for a refund less a 20% restocking fee based on the original cost. All items are inspected upon receipt. The customer may be liable for any items returned damaged or missing parts. Items such as remotes and power cords can shift during shipping and may damage the equipment. Please ensure these items are packed securely. The buyer is responsible for return shipping costs.

2.3 Custom Orders, Including MACO® MACARIAS:

Custom Products sold by MACO® Sound are non-returnable; given their bespoke nature, MACO® MACARIAS are classified as custom orders and fall under this policy.

2.4 Open Box, Sale, Demo/Show Model Items:

Items sold as open-box, "as-is", sale items, and discounted demo/show models are non-returnable and non-refundable.

2.5 Return Process:

To initiate a return, pack the product as new in the same packaging in which it was received and send it to MACO® Sound at the address provided with your original shipment. Physical or cosmetic defects must be reported within 72 hours of receipt of the product, or they become the buyer's responsibility.

3.0 REFUNDS:

3.1 Refund Timeline:

In general, refunds are issued within fifteen business days after receipt of the returned product at MACO® Sound or after cancellation confirmation. However, this timeline may be delayed for reasons such as a required technical evaluation.

3.2 Refund Exceptions:

Non-Returnable and Non-Refundable Items: Custom Products, wearable items such as headphones, sale items (including special promotions and promo codes), open-box items, and discounted demo/show models sold "as is" are non-returnable and non-refundable.