Terms and Conditions of Sale — Returns

Returns of products are subject to Patch Cords Online’s current return policy. Return eligibility for some products may be expanded or limited by the product’s manufacturer. These Terms and Conditions of Sale represent the complete and final agreement between the customer and patchcordsonline.com. Any terms in a customer’s purchase order or the customer’s own terms and conditions shall have no effect.

Refunds

All returns for refund must be requested within 30 days of the delivery date and authorized by Patch Cords Online before the goods are returned to us. Airconsole products are built to order, are considered custom products, and are therefore nonreturnable.

Items returned for a refund must be undamaged, complete, and in their original packaging. If a returned item arrives damaged or incomplete, we will send it back to you and no refund will be issued. Shipping and handling charges are not refundable. Refunds are issued to the original payment method only.

Damaged Orders and Replacements

If your order arrives damaged, please report it within 48 hours of delivery — see our Damaged Orders article for the process. Once we confirm the damage, you may choose a replacement or a refund.

Replacements will only be issued for the same product and part number; we cannot exchange one product for a different item. If you would like a different product instead, please request a refund and place a new order.

If we request the return of a damaged item, we will email you a pre-paid UPS return shipping label, and your refund or replacement will be processed after the item has been received. If we do not request a return, your refund will be credited to your original payment method within 1–2 business days.

Out of Stock or Discontinued Items

If you return a product for replacement and it is out of stock or has been discontinued by the time your return is received, our returns team will contact you to offer a suitable replacement or a store credit.

Incorrectly Ordered Goods

If you ordered the wrong item, you may return it under our standard return policy (within 30 days of delivery, in undamaged, resellable condition). Return shipping is the customer’s responsibility. Because we cannot exchange one product for a different item, please place a new order for the correct item.

Custom Orders and Manufacturer-Fulfilled Orders

Custom, built-to-order, and assembled-to-order products are not returnable or refundable.

Large-quantity orders that we fulfill directly from the manufacturer (rather than from our own warehouse) may be treated by the manufacturer as built to order. In these cases the manufacturer may refuse the return, or may accept it subject to a restocking fee.

Restocking Fees

Products fulfilled directly by a manufacturer may be subject to that manufacturer’s restocking fee. These fees are set by the manufacturer and are outside our control; most manufacturers do not charge them. If a restocking fee applies to your return, we will tell you before you send anything back.

Shipping Charges

We cannot refund shipping charges for the original order, or the cost of returning goods to us. The only exception is when an item is returned because it arrived damaged and it was the only item in the order; we cannot refund shipping charges if the order contains other items you are keeping.

Patch Cords Online is not responsible for customer return shipments that are lost or damaged in transit. All returned goods must be sent via a traceable shipping service that can be insured.

Starting the RMA Process

For a standard return of an unwanted item within the return period, log in to your account and click the “Request return” button, or start the return from your Shop (Shopify) account page.

For damaged or complex returns, please submit a request with as much information as possible, including your order number and any relevant images.

Mailing Your Return

Once your return is authorized, please note the following:

• Write the order number clearly on the outside of the package.
• Include a return address on the package.
• Return shipping is the customer’s responsibility; we do not provide return labels for standard returns. (If we request the return of a damaged item, we will email you a pre-paid label — see Damaged Orders and Replacements above.)
• The package must be mailed back to us within 10 business days of your return authorization.
• It may take up to 14 business days after we receive your return for it to be fully processed.

We recommend insuring your return in case it is lost or damaged in transit, and using a carrier that provides proof of delivery.

Once We Have Received Your Return

When a refund is due, we can only issue that refund to the original payment method.