30-Day Return Window

You may request a return within 30 calendar days after delivery. Before sending anything back, contact info@orellaacoustics.com or (855) 314-8697 Ext. 105 to receive a Return Merchandise Authorization (RMA). Returns sent without authorization may be delayed or refused.

Unopened Standard Products

Unopened, uninstalled standard products may be returned without a restocking fee. Products must be complete, unused, undamaged, and in their original packaging. The customer is responsible for return shipping and for ensuring the package is adequately insured and protected in transit. Original outbound shipping charges are not refundable.

Opened, Installed, Custom, or Incomplete Products

Opened or installed products are not eligible for an ordinary buyer’s-remorse return. Custom-made, specially configured, altered, clearance, final-sale, or incomplete products may be non-returnable unless Orella approves the return in writing. Missing parts, damaged packaging, customer-caused damage, or modifications may reduce the refund or make the product ineligible.

30-Day Satisfaction Guarantee for Installed Systems

Orella wants each system to perform as represented. An installed system may be approved for return without a restocking fee only after the customer has reasonably cooperated with Orella’s satisfaction process. This may include installation verification, remote diagnostics, troubleshooting, DSP tuning or retuning, software or firmware review, and replacement of a suspected component.

The usual remedy order is support and diagnostics, tuning or configuration changes, replacement of a suspected defective component, and then an authorized return if Orella determines that the system cannot be made to perform as represented. Removal labor, reinstallation labor, vehicle modifications, third-party diagnostic charges, and similar costs are not reimbursed unless Orella agrees otherwise in writing.

Defective Products

Defective-product claims are handled under the Limited Warranty Policy, not as ordinary returns. Contact Orella before removing or shipping a suspected defective component. Orella may use remote diagnostics and other troubleshooting before authorizing a return or replacement.

Inspection and Refund Timing

After an authorized return is delivered to Orella, inspection normally takes 7 to 14 business days. If approved, the refund will be submitted to the original payment method. Your bank, card issuer, PayPal, or other payment provider may require additional time before the credit appears.

Refund Amounts

Approved refunds generally include the eligible product purchase price and applicable taxes. Original shipping charges, expedited shipping, installation costs, removal costs, and non-refundable third-party charges are excluded unless required by law or Orella agrees otherwise in writing.

Order Cancellations and Changes

Contact Orella immediately to request an order cancellation, address change, or product change. Because many systems are assembled, sourced, or configured after ordering, changes are not guaranteed once processing has begun. If an order has shipped, it must follow the return process above.

Transit Damage or Incorrect Items

Inspect your shipment promptly. Report visible transit damage, missing items, or an incorrect item to info@orellaacoustics.com as soon as reasonably possible and include photographs of the box, label, packaging, and product. Keep all packaging while the claim is reviewed.