Refund & Returns Policy

At SoundGain Audio, we want you to be completely satisfied with your audio gear. We support our customers with local Canadian coverage and a transparent returns policy. Please read below for details on returns, refunds, and replacements.

1. Returns Window

We accept returns for refund or replacement within 14 days of the date your package was delivered. To be eligible for a refund, the item must be in its original packaging, include all accessories, cables, ear-tips, and manual, and show no signs of physical abuse or wear.

2. Damaged or Defective Items (DOA)

If your product arrives defective, damaged, or fails during initial setup, contact our support team at info@soundgainaudio.ca immediately. We offer a specialized coverage plan based on product value to minimize your return cost:

• Budget Earphones & Accessories (under $50 CAD): You do not need to pay to ship the defective unit back. Just email us a photo or short video showing the defect, and we will dispatch a brand-new replacement unit directly to your door at zero cost.
• Higher-Priced Audio Gear (DACs, CD Players, Amps over $50 CAD): We will provide a return shipping address in Canada (Calgary, Alberta) to process local warranty inspects. Once the defect is verified, we will send a new replacement or issue a full refund.

3. Change of Mind Returns

If you change your mind or decide the sound signature is not to your liking, you can request a return within the 14-day window:

• The customer is responsible for arranging and paying for return shipping to our Calgary, AB return address. We recommend using a tracked shipping service.
• The original shipping fee ($10 CAD, if applicable) is non-refundable.
• Once received and inspected to confirm all accessories are present and in perfect condition, we will process your refund.

4. How to Initiate a Return

To start a return or replacement request, email us at info@soundgainaudio.ca with your Order Request ID (e.g. #SW1004) and details about the item you wish to return. Please do not send items back without contacting us first, as we need to verify the return address and issue a return authorization.

5. Refund Processing Time

Once your refund is approved, the funds will be automatically credited back to your original payment method (credit card, Apple Pay, or Google Pay) via Stripe. It typically takes 5 to 10 business days for the refund to reflect on your bank or credit card statement, depending on your financial institution.