Refund policy
Customer Satisfaction Guarantee
At SKY by Gramophone, we want you to be completely satisfied with your purchase. That’s why we offer a 60-day return period on most items. If your purchase doesn’t meet your expectations, you may return it for a refund, subject to the guidelines outlined below.
Note: 60-day returns apply to items purchased on or after 10/01/2025, for items purchased before this date, our previous 31-day returns policy will apply.
What to Expect from SKY by Gramophone
-
Curated, High-Quality Products
We offer only products we trust and would use in our own homes, carefully selected for their value and performance across all price points. -
Complimentary Standard Shipping
All orders within the continental U.S. include free standard shipping. Expedited options are available at checkout for an additional fee. -
Dedicated Customer Support
Our knowledgeable team is available Monday–Friday, 8:30 AM – 7:00 PM ET. Weekend inquiries may be submitted via email or our contact form and will receive a response by the next business day.
· Expert Technical Support
Our team of tech professionals receives ongoing training and is equipped to provide informed product advice and support before and after your purchase.
Return Policy
Most purchases are eligible for return within 60 days of delivery for a refund. Please follow the instructions below to initiate a return:
Return Procedure
- Request an RMA: Contact us via phone at 866-428-7604 or email to request a Return Merchandise Authorization (RMA) number.
- Prepare the Package: Return items must be in original condition, including all original packaging, accessories, and manuals.
- Ship the Item: Use a trackable, insured shipping method. We are not liable for loss or damage during return transit.
- Processing & Refund: Returns are processed within two business days of receipt. Refunds will be issued to the original payment method, less any applicable fees.
Return Exceptions & Fees
Non-Returnable Items
- Special Order or Custom Items: These cannot be canceled or returned, including any associated shipping or delivery costs.
Items Subject to Additional Fees
- Oversized or Heavier Items: Media servers, TVs, projectors, screens, furniture, floorstanding speakers, Vestaboard, and items over 50 lbs may incur:
- Round-trip freight charges
- Up to a 20% restocking fee
Defective Merchandise
If your item is found to be defective within 60 days of delivery, we will replace it or coordinate service as needed. For assistance, please contact our support team at 866-428-7604.
Freight Damage
For freight shipments, inspect your item upon delivery. If damage is present, it must be reported within 24 hours and noted on the delivery receipt.
Returns May Be Declined or Adjusted If:
- Item returned is not the same as originally shipped (e.g., serial numbers do not match)
- Missing parts, packaging, or documentation
- Improper packaging results in damage
- Excessive wear or signs of misuse
- Returned item is lost in transit
Refused Shipments
If a shipment is refused for reasons other than visible shipping damage, round-trip shipping charges will be deducted from the refund.
Order Changes & Cancellations
Please contact us immediately if you need to change or cancel an order. If the order has not yet shipped, we will make every effort to accommodate your request.
Note: Shipping addresses cannot be modified after the order is placed. In such cases, cancellation and reordering may be required.
International Orders
Most of our products are available for domestic shipping only. For international shipping inquiries, please use our contact form. We will respond within 1–2 business days.
Price Guarantee – 15-Day Adjustment
If you find the same item offered at a lower price by an authorized online dealer within 15 days of purchase, we’ll match the difference. The price used for comparison purposes will be the authorized dealer's total price including shipping and other fees.
Eligibility Requirements:
- Item must be new, identical in model/finish, in stock, and sold by an authorized U.S. dealer
- Must be verifiable via a public website (no screenshots)
Exclusions:
- Clearance, closeout, or time-limited offers
- Refurbished, open-box, or damaged goods
- Rebate, cashback, bundle, or gift promotions
- Items already subject to a prior price adjustment