Return Policy

This policy applies to all purchases made through the Princeton Audio website or at our retail center located in Princeton, WI. Any purchases made through our certified vendors are subject to their return policies and procedures.

We stand behind our products!

If for any reason you are not completely in love with the sound and look of your Princeton Audio handcrafted products, reach out and contact us. Our number one objective is to ensure your utmost satisfaction. Please review our terms below to familiarize yourself with our policies.

Upon reception of your order, please examine the packaging and product to ensure that every aspect of your order is in perfect condition and up to the Princeton Audio high level of standards. If for any reason there is damage to the product or it does not perform to your expectations, please contact us and a member of our team will help guide you through the best course of action.

Return and Exchange Policies

Due to the complexity and uniqueness involved in the construction of our custom products, our return policies vary based on the type of product and level of customization:

  • For all standard tonewood products with no permanent customizations*
    • “Hassle-Free” 30-Day Money Back Guarantee - If the product is returned within thirty days of shipping, the value will be refunded upon reception & a quality control check of the returned product.
  • For all products that contain permanent customizations*
    • 30-Day Returns Minus 30% Down Payment - As these custom products are made to order, 30% of the cost of the custom wood cabinet is considered a down payment.** The remaining balance will be refunded for all returns made within thirty days of shipping & after a quality control check of the returned product.
  • For all Founder’s Reserve premium products
    • “Hassle-Free” 30-Day Money Back Guarantee - If the product is returned within 30 days of shipping, the value will be refunded upon reception of the returned product & a quality control check of the returned product.

*Permanent customizations are considered any upgrade or customization built into the product including inlays, distinct front and back panels, or finishes (undercoats or overcoats).

**The calculated value of the product is the cost of the base unit plus any additional upgrades or customizations excluding additional sets of hardware or battery costs.

All returns or exchanges must be sent in the original packaging and all accessories (auxiliary cable, charger, etc.) included in the returned shipment.

Please note that any mistake made at purchase is the sole responsibility of the person placing the order.  Our team strives to make the process as simple as possible given the complexity of our products, and we strive to resolve any mistakes prior to our craftsman handcrafting your custom product.  Please allow 7-10 business days for credit card refunds to be processed. 

Quality Driven Stipulation

The utmost level of quality both acoustically and visually is something we guarantee with every Princeton Audio product.  This means that any returned or exchanged product must not be damaged in any way.  If upon reception of a returned product it is deemed necessary to refinish the product, those refinishing fees will be the responsibility of the customer and will be deducted from the return value.

We will do all that we can to avoid this up to and including in house improvements or simplification of the product if that will prevent the necessity of a refinish.  However, any damage to the body must be addressed and will result in a refinish.

The refinishing fee can vary based on the product due to wood type, finish, or level of damage.  Prior to your refund, a member of our team will contact to you to verify the cost and ensure that you do want to return based on the value you will receive back. 

How to Return or Exchange Your Product

Please reach out to our concierge service team if you have any issues with your product’s performance or aesthetic, and we will do all that we can to help you resolve this issue and so that you can fully enjoy your Princeton Audio experience. 

  • Phone: (920) 354-6340
  • Email: support@princeton-audio.com
  • Hours:
    • Monday – Friday, 9:00am – 5:00pm (CST)
  • Address:
    • 544 W. Water Street
      Princeton, WI 54968

Please remember that returns are only available 30 days after shipping. Our team reserves the right to refuse returns received after this time. 

Please note that Princeton Audio is not responsible for issues that occur as a result of changed shipping addresses, email addresses, or any changes in information.  It is the sole responsibility of the customer to inform our team of any changes in necessary information.

As our Customer Service Team’s philosophy is that we want our customer service to match the high end, hand-crafted quality of the products we produce and thus we will do everything we can to ensure that you are a satisfied guest.  If you have any questions or concerns, please do not hesitate to reach out, and a member of our concierge service team will help further explain any details or outline any procedures.