Return & Refund Policy

International returns, please mark the item as "VENDOR RETURN" to avoid duties and customs.

 

Refund Policy

Please allow 3-5 business days from when we receive your return to process your refund. You will be notified by email once your return is processed. Psilon reserves the right to refuse return, refund and/or charge a restocking fee for any product that doesn’t comply with the above mentioned requirements.

 

21 Day Return Policy

For the first 21 days after your purchase you may return merchandise for a full money back refund, excluding any shipping and administration charges.

Returned or exchanged products must be in brand new, mint condition, and have all original manufacturer's packaging, materials, and accessories, including instruction booklets, packing inserts, and blank warranty cards. Any opened and used items without defect will not be refunded.

Merchandise missing the original Universal Product Code (UPC) cannot be returned. The original manufacturer's labeled packaging should be enclosed within an outer shipping box. Please do not write or place shipping labels or stickers on the manufacturer's packaging.

If a product is received defective or incorrect, please submit an online return request or contact us immediately and we will do whatever possible to resolve the issue. We will only cover return shipping if we are notified prior to return and have the authorization to do so

Oversize Return Policy

Oversize items that are required to ship via truck, are returnable pending they meet our standard return requirements. Return shipping cost is the responsibility of the customer. Once shipped, if a package is refused, the return ship fees will be deducted from the refund total.

If an oversize item shipped directly from the manufacturer, it will need to be returned to their location. Please contact us prior to return and we will assist getting the return set up.

 

DAMAGED PRODUCTS

  • You must call to obtain Return Authorization Number (RA#). The number to call is +27 11 083 7875. Or fill in the Returns form and email it back to info@psilon.company. Items shipped back without RA# will be refused.

  • Merchandise damaged in transit must be reported immediately within 24hrs upon receipt. Our shipping companies will not accept damage claims beyond 48hrs of receipt at the destination. We will issue a call tag for the damaged merchandise to be picked-up and ship you a replacement.

  • You will be shipped a replacement by us immediately

 

DEFECTIVE PRODUCTS

  • Defective Merchandise must be reported to us immediately within 48hrs of receipt.

  • You must call to obtain Return Authorization Number (RA#). The number to call is +27 11 083 7875. Or fill in the Returns form and email it back to info@psilon.company. Items shipped back without RA# will be refused.

  • You will be shipped a replacement by us immediately, or a full in-store credit toward any other product we carry of equal or greater value (you will pay the difference).

NON-DEFECTIVE PRODUCTS


In the event that you wish to return Non-Defective Merchandise it must be reported to us within 15 days of receipt.

  • We have a very experienced knowledgeable profesional staff, who will help you make the right decisions before you buy.

  • You must call to obtain a Return Authorization Number (RA#). The number to call is +27 11 083 7875. Or fill in the Returns form and email it back to info@psilon.company. Items shipped back without RA# will be refused.

CREDIT AND REFUNDS FOR ITEMS RETURNED

We have 2 options for you to receive credit for returned items:

You can receive an in-store credit toward any other product we carry of equal or greater value for 100% of the value of the item returned, minus 20% re-stocking fee, and both outbound and return shipping costs. This store credit is valid for 90 days from the date return product is received.

OR

We can refund your purchase price, minus a 20% re-stocking fee and both outbound and inbound shipping costs. For credit card purchases, we will credit back only to the same credit card that was used for the original purchase.
Credits or Refunds will be issued within 10 working days of receipt of the authorized return. Merchandise must be in original condition, with all packing materials, manual, and other original components intact, in the original packaging. We reserve the right to charge for missing manuals, packaging, cables or other original items not returned. If the product has been registered with the manufacturer, there will be a 25% re-stocking fee deducted from the purchase amount. Any refused shipment that is returned to us, customer will be responsible for payment of both outbound and inbound shipping charges related to the returned product, equal to the current quoted shipping rate from our website.

Some items we sell are Non-Returnable, including Special order items (with the exception of defective merchandise).

The Non-Returnable items include:

  • ALL software license code purchases are Non Returnable

  • Any special order item

  • CD-ROMs or Sound Libraries

  • Software of ANY kind

  • PCI, and PCIe computer Cards

  • Computer RAM

  • Apple iPod

  • Apple Computer Systems

  • Windows PC Computer Systems

  • Any Custom Computer System

  • Sound Cards

  • Internal Computer Hard Drives

  • External Computer Hard Drives

In addition, we are not responsible for ANY compatibility issue with a PC or Mac computer system that was NOT purchased from us.

Please consult us before you buy regarding compatibility issues with equipment that you already own.

We will be glad to assist you with making the right decisions for your audio and video systems.

Our in house technicians will be glad to install, test, and configure any items purchased from us for a small service fee.

We cannot assume responsibility for your installation unless it is performed by us.

We are not responsible for model changes, new versions announced by manufacturer after the sale. Any computer system that has been opened, used, and or registered to a customer cannot be returned to us.

We strongly require you to insure any package shipped back to us to the full invoiced amount. Otherwise we will not be able to accept merchandise damaged by the shipper. You will be responsible for the safe return of the merchandise.