Refund and Return Policy

Return, Refund, and Warranty Policy

At EntertainHomeHQ, we’re committed to ensuring your satisfaction and providing the best return policies in the industry. Below is an overview of our policies to help you with any questions. For assistance, please email us at support@entertainhomehq.com or call us at 949-570-4525.

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Cancellations & Refunds

• General Orders: Cancel your order at any time before it ships for a full refund, free of charge. Non-custom items may be returned within 30 days of receipt for a refund, provided they are in unused condition and in their original packaging. Eligible returns may receive either a refund or store credit, depending on the customer’s preference.
• Promotional Purchases: Products purchased during sales or promotions are subject to the terms of the promotion at the time of purchase.

• Custom Orders: Custom or made-to-order products cannot be canceled or refunded after production begins. Custom order brands include MSE Audio. These products are specifically made for your order and covered by a warranty ensuring functionality.

All sales are final for custom-made and made-to-order products.

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Returns and Exchanges

• Return Eligibility: All items must be returned in their original packaging and in unused condition to be eligible for a refund or exchange. If an item is returned with damage or without original packaging, additional fees may apply.  If a returned item does not meet eligibility requirements, it will be shipped back to the customer at their expense
• Return Shipping Costs: Customers are responsible for return shipping costs. However, if the item is defective, we will cover the return shipping costs.  For orders with free shipping, the cost of the original shipping may be deducted from the refund unless the return is due to a defect or error on our part.
• Fees and Conditions:
  • A 25% cancellation fee and return shipping costs apply to returns not related to exchanges.
  • If you’re replacing the product with another item, we may help cover some of the return costs depending on the replacement product.

Refund Processing Time

• Refunds are typically processed within 5-10 business days after we receive and inspect the returned product.

Non-Returnable Items

The following items are not eligible for return or refund:

• Custom or made-to-order products
• Products missing original packaging or used items

Steps to Initiate a Return

• Contact our support team at support@entertainhomehq.com to request a Return Merchandise Authorization (RMA).
• Include your order number and reason for the return in the email.
• Ship the item using a trackable shipping service.

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Shipping Times

We strive to ship your orders promptly. Generally, orders are dispatched within 1-2 business days and arrive within 5-7 business days. Estimated shipping times are provided on each product page.

Delays: If delays arise beyond our control, we ask for your patience, and we appreciate your understanding.

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Damages Upon Arrival

Please inspect all deliveries upon arrival. If there is any visible damage, take photos and note it with the delivery carrier. Report damage to support@entertainhomehq.com within 24 hours, so we can process an insurance claim for you.

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Warranty Information

Warranties vary by manufacturer. Please refer to individual product pages for details. Warranty coverage applies to functional defects over time and does not cover items damaged upon arrival (if not reported within 30 days).

 

Defective items are eligible for a full refund, exchange, or replacement, subject to warranty terms.

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BOGO Promotions

For BOGO promotions:

• Both items must be returned for a full refund.
• If only one item is returned, you may receive a replacement or store credit for the value of that item.
• BOGO returns are subject to return shipping and may incur a restocking fee, depending on the product.

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Chargebacks

Our team is here to resolve any issues with your order. Filing a chargeback without contacting us to resolve the issue may result in criminal liability for theft. Please reach out to us for assistance.

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Brand-Specific Policies

Certain brands we carry have unique return and warranty terms. Please review the MSE Audio policy below for specific information.

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MSE Audio Return and Warranty Policy

(Applies to SoundTube, Soundsphere, SolidDrive, Rockustics, PhaseTech, and Induction Dynamics)

We honor MSE Audio’s return and warranty guidelines, which are as follows:

Return Eligibility

• All products must be returned in their original packaging and in original condition to qualify for a refund.
• Returns missing original packaging or with visible damage may incur additional charges for repair or replacement.

Restocking Fees

Unopened Products:

• 0-90 Days: 15% restocking fee
• 91-180 Days: 25% restocking fee

Opened Products:

• 0-90 Days: 25% restocking fee
• 91-180 Days: 50% restocking fee

Note: Returns are not accepted beyond 180 days from the original purchase date.

Refunds vs. Store Credit

Customers may choose between a cash refund or store credit for eligible returns.

Return Shipping

Customers are responsible for all return shipping charges. Please use a trackable shipping service.

Advanced Replacement

For defective products, advanced replacements are available under Net 30 terms. If the original item is not returned within 30 days, an invoice for the replacement will be issued.

Warranty Coverage

Warranty coverage is based on the MSE Audio brand:

• SoundTube: 5 years on speakers, 3 years on electronics
• Soundsphere: 5 years on speakers, 3 years on electronics
• SolidDrive: 7 years on units, 3 years on electronics
• Rockustics: 10 years on speakers
• PhaseTech: 10 years on speakers, 3 years on electronics
• Induction Dynamics: 10 years on speakers, 3 years on electronics

Damages Upon Arrival

If items are damaged on arrival, notify us within 24 hours with photos at support@entertainhomehq.com to initiate an insurance claim.

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For further information or questions about your order, contact support@entertainhomehq.com or call us at 949-570-4525. Thank you for choosing EntertainHomeHQ!