Refund policy

Refund Policy

Returns and Refunds

At Vacuum Tubes Treasures, we are committed to providing quality products and a satisfactory purchasing experience. However, we understand that there may be situations where a return request is necessary.

Please find our guidelines below:

Return Conditions

A return may be requested within 14 days from the delivery date, 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, tube rolling, comparative listening tests, or personal taste regarding the sonic character of the product.

Using the tubes in any device, even only for a listening test, makes the product used and may affect the right to a full refund.

As with a music CD, which cannot be returned simply because the sound does not meet personal taste, vacuum tubes cannot be returned for these reasons.

Tubes that are 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 exactly the 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.

All tubes are individually tested to ensure that microphonics are within acceptable levels. Returns will be accepted only for manufacturing defects certified during our verification process.

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 faded or worn lettering, which do not affect the functionality of the product.

Return Procedure

To start a return, please contact us by email at:

info@vacuumtubestreasures.com

The consumer may exercise the right of withdrawal by sending us an explicit statement within 14 days from the delivery date, by email at info@vacuumtubestreasures.com, or through any online return/withdrawal request functions made available within our store.

The mere opening of a withdrawal or return request does not automatically imply acceptance of the return or refund. Vacuum Tubes Treasures will always verify that the product is returned unused, in its original packaging, complete with all accessories and with the tamper-evident seal intact, where present.

We will provide all necessary instructions for shipping the product back to us.

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 to the original payment method;

or

  • a refund in the form of store credit, which can be used for future purchases in our shop, providing 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 their expense, and return 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 to be defective after verification or the return is due to an error on our part.

If the product is confirmed to be defective, Vacuum Tubes Treasures will cover the shipping costs for replacement or return management, depending on the specific case.

In 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, unless the product is confirmed to be defective after verification.

Any duties, customs charges, clearance fees, re-importation costs, or other amounts incurred by Vacuum Tubes Treasures 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 fees 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.

Any customs fees incurred during the return procedure will be deducted from the refund if the item is not found to be defective.

Conditions for Unclaimed Packages and International Returns

Buyer’s Responsibility

Once the order has been shipped, the customer is responsible for monitoring the shipment and promptly taking action to collect the package from the courier or the relevant customs authorities.

Any delays, additional costs, or issues resulting from failure to take delivery of the shipment are the sole responsibility of 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 time limits.

If the customer fails to take action and the package is declared abandoned by the customs authorities, no refund will be issued for the order, including shipping costs or any other amounts already paid.

No Refund for Abandoned Goods

Vacuum Tubes Treasures does not issue refunds or accept returns for orders that are unclaimed, abandoned, or cannot be returned to the sender.

This exclusion also applies to 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:

  • correct shipment of the goods to the address provided by the buyer;
  • any customs hold or abandonment of the goods due to the customer’s failure to take action.

By accepting these terms of sale, the customer acknowledges the need to take action to collect the package and agrees that any abandonment of the shipment 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 more details on 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 provided by applicable law.

For warranty-related requests, please refer to the “Warranty” section in the “Terms and Conditions” for further clarification on how defects of conformity are handled.