Changed Your Mind? We've Got You.
A clear, no-surprises look at how returns, exchanges, and refunds work at DS18 Sound Bar — what qualifies, what it costs, and how long it takes.
This policy explains how returns, exchanges, and refunds work for orders placed directly on ds18soundbar.com. If you bought through a third-party marketplace or authorized dealer, their return policy applies instead of this one.
01 Return Eligibility
You can return most items within 30 days of the delivery date for a refund or exchange. To qualify, the item generally needs to be in resalable condition with all original accessories, manuals, and packaging.
Eligible
Unused or lightly tested items, in original packaging, within 30 days
Eligible
Defective or damaged-on-arrival items, any time within warranty
Not Eligible
Items installed, wired, or showing signs of use beyond basic testing
Not Eligible
Custom or special-order products, and clearance/final-sale items
02 The Return Journey
Here's what happens from the moment you request a return to the moment your refund lands.
Request
Contact us or submit RMA request
RMA Issued
Approval & return instructions emailed
Ship It Back
You send the item to our facility
Inspection
We check condition, usually 2 business days
Refund Issued
Processed to original payment method
03 How to Start a Return
We require a Return Merchandise Authorization (RMA) for every return — items sent back without one may be refused or delayed.
Contact our team
Email info@ds18soundbar.com or call/text +1 (915) 309-8745 with your order number and reason for return.
Get your RMA number
We'll review your request and, once approved, send you an RMA number along with return shipping instructions.
Pack it securely
Include the RMA number, all original accessories, and pack the item the way it arrived to avoid damage in transit.
Ship it back
Use a carrier that provides tracking. Hang onto that tracking number until your refund is confirmed.
04 Restocking Fees
Restocking fees help cover the cost of quality-checking and repackaging returned items. Estimate what to expect based on the item's condition below.
Defective items, items damaged in shipping, or returns caused by our error are never subject to a restocking fee.
05 Refunds — How & When
Once your return passes inspection, we process your refund to the original payment method.
| Step | Typical Timeframe |
|---|---|
| Inspection after we receive your return | 1–2 business days |
| Refund processed on our end | Same day as approval |
| Funds posted by your bank or card issuer | 3–5 business days |
| Store credit (if selected instead) | Issued immediately upon approval |
Original shipping charges are non-refundable, and any return shipping costs you paid are not reimbursed unless the return is due to our error or a defective item.
06 Exchanges
Want a different size, model, or color instead of a refund? Let us know when you request your RMA. We'll hold the exchange item for you once your return is received and passes inspection — if there's a price difference, we'll charge or refund the balance accordingly.
07 Defective & Damaged Items
If your item arrived damaged or stopped working shortly after delivery, this isn't treated like a standard return — there's no restocking fee, and we move faster to get you a resolution.
- Damaged in shipping: contact us within 48 hours with photos of the item and packaging.
- Dead on arrival: contact us immediately — we'll arrange a replacement or refund without waiting on a standard inspection cycle.
- Fails within warranty: this is handled under our separate warranty policy, which may offer repair or replacement rather than a refund.
ⓘ Returns vs. Warranty Claims
This policy covers returns for refund or exchange within 30 days of delivery. Issues that arise after 30 days, or where you'd like a repair or replacement rather than your money back, fall under our product warranty instead.
08 Non-Returnable Items
A few categories can't be returned, mainly for safety and resale reasons:
- Products marked "final sale" or purchased with a clearance discount.
- Custom or special-order items built or configured to your specifications.
- Gift cards and store credit.
- Items missing their original serial number or with a removed/altered label.
09 Large & Freight Items
⚠ Heavy Gear Returns
Full sound bar units, large enclosures, and other freight-shipped items require special return handling and packaging to avoid transit damage. Contact us before shipping anything back — we'll arrange the right carrier and confirm whether a pickup can be scheduled instead of a drop-off.
10 International Returns
International returns are handled case by case. Reach out before sending anything back so we can walk you through customs paperwork, carrier options, and any restocking fee that may apply. Return shipping costs and any customs fees incurred on the return shipment are the customer's responsibility unless the item is defective or the return is due to our error.
11 Common Questions
Yes, but a missing box or accessories may increase your restocking fee since the item is harder to resell as new. Pack it securely regardless to avoid transit damage.
For standard returns (changed your mind, ordered the wrong item), yes — you're responsible for return shipping. If the item is defective, damaged in transit, or we made an error, we'll cover it.
We measure the window by delivery date, and typically by the date your return ships back to us with tracking, not the date it arrives at our facility. Reach out if you're close to the deadline and we'll do what we can.
Refunds go back to your original payment method by default. If that's not possible (for example, an expired card), we'll work with you on an alternative like store credit.
Check with your bank first, since posting can take a few extra business days on their end. If it's been longer than 10 business days since we confirmed your refund, contact us and we'll look into it.
12 Start a Return
Ready to send something back, or still have questions? Reach out and we'll take it from there.
Get in touch
3580 SW 20th St, Hallandale Beach, FL 33009, United States