Refund policy

Return and Cancellation Policy

Each item we sell is carefully inspected prior to shipping. If merchandise is defective or damaged upon receipt, please contact us immediately after your package arrives for a return authorization and exchange.

Returns and Cancellations

Custom and made-to-order items. Custom-cut panels, custom-printed acoustic art, and any panel or product made to the customer's size or specification are not returnable and not cancelable once payment is received. This is the case for most items in our catalog. No refund or credit is issued on these items once payment is received.

Non-custom (standard stock) items. Standard stock items that are not made to the customer's size or specification may be returned within 30 days of the date you receive your order, subject to a 35% restocking fee. For these returns the customer pays shipping both ways, meaning the original outbound shipping and the return shipping are both the customer's responsibility. Items must be unused, in new and resalable condition, and returned with complete original packaging and all accessories.

To start a return on an eligible non-custom item, contact us with your order number and the list of items you want to return. Refunds and credits are issued only to the original buyer and cannot be transferred. Questions about whether an item is custom or returnable should be directed to (888) 923-5777 before ordering.

Refusal of Shipment

Refusing delivery does not qualify as a cancellation, return, or non-receipt of goods.

If the buyer refuses a shipment for any reason:

The order is still considered delivered and fulfilled.
All freight charges (original shipping, return freight, re-delivery, storage, and carrier fees) are the sole responsibility of the buyer.
No refunds or credits will be issued.
The buyer remains fully liable for the invoice total.

Refused shipments will not stop or reverse payment obligations.

The buyer must accept delivery and follow the proper return process if eligible.