Return & Refund Policy

1. Cancelling an order

You can cancel free of charge within 2 hours of placing an order. Email us with your order number as soon as you decide.

After 2 hours, a cancellation may incur a 2% processing fee on the order value to cover payment-processing costs we cannot recover. We often waive this as a goodwill gesture — just ask.

An order can no longer be cancelled once it has:

• entered production as a personalised custom build requested outside the standard options published on the product page, or
• been handed over to the shipping carrier.

If your parcel has already shipped, wait for it to arrive and then follow the return process below.

2. The 30-day window

We accept return and exchange requests made within 30 days of the delivery date, as recorded by the carrier’s tracking. Contact us within that window — the item itself doesn’t have to be back with us by day 30, but the request does.

Once we approve a return, please dispatch it within 5 business days and send us the tracking number. Returns that aren’t sent within that period may be closed.

3. Condition requirements

To qualify for a refund or exchange, the cable must come back:

• unused, and in the condition you received it;
• with all original accessories, cases, adapters and free gifts;
• in its original packaging.

Trying a cable to check fit and sound is fine — that’s the point of the window. Wear beyond that is not. Returns may be declined if the item shows use, scratches, stains, kinks, oxidation, or damage from handling after delivery.

4. Non-returnable items

A standard catalogue product remains eligible for our standard return terms when you order it using only the options shown on its product page. This remains true when the cable is assembled after you place the order. Selecting a listed connector, termination or other published option does not by itself make the product custom.

Also excluded:

• products not supplied by HiFiForge;
• items that have been modified, altered, re-terminated or repaired by anyone other than us;
• items with obvious signs of use, staining or physical damage;
• items damaged by misuse after delivery.

5. How to start a return

1. Email support@hififorge.com with your order number, the item, and the reason for the return.
2. Wait for approval and a return address. Please don’t ship anything back before we’ve replied — unannounced returns can’t be matched to an order and may be refused.
3. Pack the cable in its original packaging with all accessories included.
4. Send it within 5 business days using a tracked service, then email us the tracking number.

6. Who pays for shipping

Import duties or taxes you paid on the original delivery are set by your government, not by us, and are generally not recoverable from HiFiForge. Some countries will refund them directly on re-export — check with your local customs authority.

7. Exchanges

Exchanges are subject to availability. If the replacement you want isn’t available, we’ll issue a refund instead once we’ve received and inspected the returned item.

Where the replacement costs more than the original, we’ll invoice the difference; where it costs less, we’ll refund the difference. Exchanges between items of very different value may not be possible.

If you ordered a standard cable with the wrong termination or connector, say so — an exchange is often simpler for both of us than a refund.

8. Inspection & refunds

Every returned cable is inspected on arrival. We check for signs of use, physical damage and any fault you’ve reported.

Once the item passes inspection, we issue the refund to your original payment method. Allow 5–10 business days for a card refund to appear on your statement — sometimes longer, depending on your bank or payment provider.

Please note that we refund the amount you paid us in the original currency. We can’t compensate for exchange-rate movements or for fees charged by your own payment provider between the purchase and the refund.

9. Restocking fee

If a returned item arrives missing its accessories or free gifts, or with the original packaging badly damaged, we reserve the right to deduct a 2% restocking fee based on the product value. We’ll always tell you before applying it.

10. Faulty or incorrect items

If your cable arrives faulty, damaged, or isn’t what you ordered, this policy’s restrictions don’t apply — including for custom builds. Email us within 7 days of delivery with your order number, a description of the problem and clear photos or a short video.

We’ll arrange a repair, replacement or refund at our cost. For faults appearing later in the product’s life, see our Warranty & Repair page, which covers manufacturing and material defects for one year.

11. Policy updates

We may revise this policy at any time. The version published here when you place an order is the one that governs it, and the date at the top shows the last revision. Nothing here affects statutory consumer rights you may have under the law of your own country.