Refund Policy
Returns and Refunds
At Vacuum Tubes Treasures, we are committed to providing quality products and a satisfying purchasing experience. However, we understand that there may be situations in which a return may be required.
Please find our guidelines below:
Return Conditions
- A return may be requested within 14 days from the delivery date of the order, provided that the product has not been used and is returned in its original packaging, with the tamper-evident seal intact.
- We do not accept returns for reasons related to sound preferences or tube rolling. Just as a music CD cannot be returned simply because the sound does not meet personal taste, tubes cannot be returned for these reasons.
- Tubes that are found to be defective upon arrival may be replaced, subject to verification, by contacting our customer service.
- We are always available to provide all necessary support before purchase, helping our customers choose the most suitable solution for their needs and minimizing the risk of returns.
- The product images on our website show the exact items You will receive. Each item is photographed individually to ensure transparency and to provide an accurate representation of the product, including any cosmetic condition.
- Tubes are individually tested to ensure that microphonics fall within acceptable levels. Returns will be accepted only for manufacturing defects certified during verification.
Exclusions
- We do not accept returns of used tubes or tubes with a broken tamper-evident seal.
- Refunds are not provided for items purchased as “vintage” or “NOS” (New Old Stock) due to minor cosmetic variations or storage-related conditions, such as worn lettering, that do not affect the functionality of the product.
Return Procedure
- To initiate a return, please contact us by email at info@vacuumtubestreasures.com. We will provide You with all necessary instructions for shipping the product to be returned.
- Once the product has been received and inspected, we will confirm whether the return has been accepted.
If approved, You may choose between:
- A refund through the original payment method;
or
- A refund in the form of store credit, which can be used for future purchases in our shop, offering greater flexibility and security for Your purchases.
Note: if the reported defect is not found during verification, the product will be returned to the customer at the customer’s expense, and the shipping costs will be borne by the customer. Alternatively, a partial refund may be considered, taking into account handling and verification costs.
Return Costs
- Return shipping costs are borne by the customer, unless the product is confirmed as defective after verification or the return is due to an error on our part. If the product is effectively found to be defective, Vacuum Tubes Treasures will cover the shipping costs for replacement or return handling, depending on the specific case.
- In the case of returned products that, after verification, are found to be compliant, functional, and free from defects, the cost of any return label provided by Vacuum Tubes Treasures will be deducted from the refund amount. This cost will be communicated to the customer before the refund is issued.
- For returns from non-EU countries, return shipping costs are borne by the buyer, except in cases where the product is confirmed as defective after verification. Any customs duties, customs charges, clearance fees, re-importation costs, or other amounts incurred by Vacuum Tubes Treasures in order to receive the goods back will be deducted from the refund amount if the product is found to be compliant, non-defective, or returned for reasons not attributable to Vacuum Tubes Treasures.
- Any customs charges incurred during the return procedure will be deducted from the refund if the item is not found to be defective or if the return is due to reasons not attributable to Vacuum Tubes Treasures.
Refunds
- Refunds are processed within 5–7 business days from confirmation that the return has been accepted.
- If the returned product has a broken tamper-evident seal, 20% will be deducted from the refund, as the product is considered used.
- Refunds do not include shipping costs, except in the case of a defective product.
- Customs charges: any customs charges incurred during the return procedure will be deducted from the refund if the item is not found to be defective.
Conditions for Uncollected Packages and Returns from Abroad
Buyer’s Responsibility
Once the order has been shipped, the customer is responsible for monitoring the shipment and taking timely action to collect the package from the courier or the competent customs authorities.
Any delays, additional costs, or issues resulting from failure to take charge of the shipment shall be borne exclusively by the buyer.
Customs Hold or Abandonment
If the package is held by customs authorities due to missing documentation or requests for duties/taxes:
- The buyer is required to resolve the issue with the customs authorities within the applicable deadlines.
- If the customer does not take action and the package is declared abandoned by the customs authorities, no refund will be granted for the order, including shipping costs or any other amounts already paid.
Exclusion of Refund for Abandoned Goods
Vacuum Tubes Treasures does not issue refunds or accept returns for orders that are not collected, abandoned, or cannot be returned to the sender.
This exclusion includes claims or disputes opened through payment systems such as PayPal.
Refunds and Disputes
In the event of disputes opened through PayPal or other payment systems, Vacuum Tubes Treasures will provide documentation proving:
- The correct shipment of the goods to the address provided by the buyer.
- Any customs hold or abandonment of the goods caused by the customer’s failure to act.
By accepting these terms of sale, the customer acknowledges the need to take action for the collection of the package and agrees that any abandonment will not constitute grounds for a refund.
International Customs Policies
Vacuum Tubes Treasures is not responsible for costs, delays, or issues arising from international customs regulations.
It is the customer’s responsibility to be aware of the customs policies of their own country.
Important Links
- For further details regarding the general regulations governing returns and refunds, please refer to the “Terms and Conditions” section of our website. This section provides specific information on the rights and obligations established by the applicable regulations.
- For warranty-related requests, please refer to the “Warranty” section in the “Terms and Conditions” for further clarification on how conformity defects are handled.
