Refund policy

Wellen Acoustics (HIKARI NOVA LLC) Return & Refund Policy

Last updated: October 21, 2025 This policy applies to orders shipped within the United States. Wellen Acoustics is a trading name of HIKARI NOVA LLC.

1) What’s Eligible (and what’s not)

We maintain a strict quality assurance and delivery guarantee policy. We accept returns and offer refunds only when:

  • The item is defective or damaged on arrival.

  • You received the wrong item/variant due to our error.

  • The order has exceeded our guaranteed maximum delivery timeframe (as detailed in section 7).

We do not accept "change-of-mind" returns, exchanges, or refunds for items received in good condition.

2) Report Window for Defects/Damages — 7 days

You must contact us within 7 days of delivery (per carrier tracking) to report a defect, damage, wrong, or missing item.

  • Email: contact@wellenacoustics.com

  • Include: Your order number, a short description, and clear photos/video of the product and packaging.

Claims submitted after 7 days may be declined.

3) Proof & Inspection

To evaluate your claim, we typically require:

  • Photos/video showing the defect/damage or wrong item.

  • Photo of the outer box + shipping label (for in-transit damage).

  • For missing items, an unboxing photo/video helps.

Please do not return anything without authorization (RMA). Unauthorized returns may be rejected.

4) Outcomes We Offer — Replacement or Full Refund

Once a claim is approved for a defective/damaged/wrong item, we will provide at no cost to you one of the following:

  • A replacement of the affected item(s), or

  • A full refund to your original payment method (if the item is out of stock or upon your request), or

  • A partial refund if only part of the order was affected.

If a full order is refunded due to our error, we will also refund any original shipping you paid (if applicable).

5) Return Shipping Cost — Prepaid Label

For approved returns (defect/damage/wrong item):

  • We will issue a prepaid mail return label or equivalent method.

  • Please hand the parcel to the carrier within 14 days of receiving the label (labels may expire).

  • Items must be returned in the condition received, including accessories, manuals, and original packaging where reasonably possible.

We do not reimburse shipping for unapproved or unauthorized returns.

6) Non-Returnable Items (Exclusions)

  • All items received in good condition, as "change-of-mind" returns are not accepted.

  • Personalized / custom items without a manufacturing defect.

  • Digital items (e.g., Digital Gift Note, software licenses).

  • Gift cards.

  • Normal wear and tear, misuse, or accidental damage after delivery.

7) Orders Running Late or Not Delivered (Delivery Guarantee)

Our standard delivery time frame is 1–3 business days for processing plus 7–12 days for shipping, resulting in a maximum expected delivery time of 15 calendar days.

  • If your order has not arrived 15 calendar days after the order date, you may contact us to inquire about a refund or replacement.

  • If the parcel is confirmed lost by the carrier, or has been in transit for more than 25 business days without tracking updates, we will investigate and offer a replacement or a full refund.

Note: Severe weather, customs holds, carrier disruptions, or incorrect addresses can impact delivery dates. We will still do our best to make it right.

8) Cancellations & Address Changes

You may request a cancellation or address change within 12 hours of placing the order, or before the order is marked "Processing/Fulfilled," whichever comes first. After fulfillment, we cannot cancel or reroute.

Orders that fail to deliver due to incorrect/incomplete addresses provided at checkout are not eligible for free replacement or refund.

9) Refund Method & Timing

Once a return is received and inspected (or a no-return refund is approved), we process refunds within 5–10 business days.

Your bank/card issuer may take an additional 3–10 business days to post the credit to your account. Refunds are issued to the original payment method.

10) Condition Guidelines

To be eligible for a refund due to defect, the item must be returned in the same condition you received it, with all parts/accessories. We may deny claims that show misuse, accidental damage, or normal wear and tear.

11) Multiple Parcels

We ship through our fulfillment network. Items in the same order may ship separately and arrive in different packages.

12) Fraud & Abuse

We reserve the right to refuse or limit returns in cases of suspected fraud, abuse of policy, or excessive return history.

13) How to Start a Claim (Quick Steps)

  1. Initiate a Request: Log into your customer account on our website and use our Returns Portal to start your return request. This must be done within 7 days of delivery for defects/damages claims.

  2. Manual Claim (If Portal Fails): If you cannot access the portal or your request is automatically rejected (e.g., due to our strict 'Final Sale' policy), you must email contact@wellenacoustics.com immediately.

  3. Provide Proof: For all claims (defect, damage, or wrong item), you must provide your order number and clear photos/video of the issue and the original packaging.

  4. Wait for Authorization: Wait for our authorization (RMA) and prepaid label (if a return is required).

  5. Ship Back: Ship the authorized item back within 14 days of receiving the label.

  6. Resolution: We’ll issue your replacement or refund once the item is inspected/approved.

  7. Late Delivery Claims: For late delivery claims, contact us after the 15-day maximum timeline has passed.