Refund policy

EMM Labs and Meitner Audio Return Policy

For EU Customers, please go to the bottom of this page or fill out the return form here.

At EMM Labs, we are dedicated to providing an exceptional experience that reflects the quality and craftsmanship of our products. Should you wish to return your unit, we kindly ask you to review the following details regarding our return process.

Return Period:

Returns need to be initiated within 14 days of the arrival date of your unit.

Condition of Items:

  • Returned items must be in their original selling condition.
  • Units must not be opened, disassembled, altered, or show any signs of internal or external damage.
  • All included parts, cables, accessories, and packaging must be intact and included in the return.

Inspection Process:

  • Upon receiving your return, your unit will undergo a thorough inspection to ensure it meets the above criteria.
  • The inspection process typically takes 5 business days. Please allow additional time during seasonal holiday periods.

Refund Details:

  • Once the inspection is complete and your return is approved, we will notify you and initiate the refund process.
  • A restocking fee of 5% of the product's MSRP value will be deducted from the refund amount.
  • Refunds are typically processed within 5-7 business days after approval. Please allow additional time for the refund to reflect in your account.

Shipping Fees, Duty, and Taxes:

  • Customers are responsible for arranging return shipping to EMM Labs and Meitner Audio at your own expense.
  • Any incoming fees will be deducted from the final refund. This can include brokerage fees and tariffs. 

For Unit Testing Before Purchase:

  • If you wish to test a unit before purchasing, we encourage you to visit your local authorized dealer to explore our products in person or visit the next audio show near you for a demonstration.

If you have any questions regarding our return policy, please contact our customer support team. Thank you for choosing EMM Labs.


EU 14 Day Cooling Period

Returns and Right of Withdrawal (European Union)

Customers located in the European Union who purchase products through our online store have the right to withdraw from their purchase within fourteen (14) calendar days of receiving the goods, without providing a reason, in accordance with applicable EU consumer protection laws.

Exercising Your Right of Withdrawal

To exercise your right of withdrawal, you must notify EMM Labs in writing within 14 days of receiving your order. Notification may be sent by email to support@emmlabs.com and must include your order number and a clear statement of your decision to withdraw from the purchase.

Once you have notified us, you must return the product within 14 days.

Return Conditions

Returned products must:

  • Be returned in their original packaging, including all accessories, documentation, cables, and supplied materials.
  • Be in like-new condition, showing no signs of damage, misuse, modification, or excessive wear.
  • Be adequately packaged for safe transportation.

Customers are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Return Shipping

Unless otherwise required by law, the customer is responsible for all return shipping costs, insurance, duties, taxes, brokerage fees, and any other charges associated with returning the product.

We strongly recommend using a fully insured and trackable shipping service.

Refunds

Upon receipt and inspection of the returned product, EMM Labs will issue a refund for the purchase price of the product and any standard outbound shipping charges originally paid by the customer, as required by applicable law.

Refunds will be processed using the original method of payment within 14 days of receiving the returned goods or proof that the goods have been returned.

Exclusions

The right of withdrawal does not apply where permitted by law, including but not limited to:

  • Products custom-built or specially ordered to customer specifications.
  • Products modified at the customer's request.
  • Software, firmware, or digital content that has been supplied and activated where applicable law permits exclusion.
  • Services that have been fully performed with the customer's prior consent.

Damaged or Defective Products

This return policy does not affect your statutory warranty rights. If a product arrives damaged or develops a manufacturing defect, please contact EMM Labs immediately so that we may arrange repair, replacement, or other appropriate remedies in accordance with applicable consumer protection laws.