subscribeSupport
- Neko Audio
- Weiss
- RME
- JMF Audio
- Soulution
- Devialet
- Bryston
- LUMIN
- Magico
- Vivid Audio
- Audeze
- STAX
- Ortofon
- Elite HTS
- Fortress
- AC Infinity
Free Trial
Try the Neko Audio D100 Mk2 at home for thirty (30) days risk free. If you are unsatisfied simply send it back for a full refund minus shipping costs. This offer is only available to residents of the United States and Canada. The free trial period does not apply to cables.
Returned products must be received in new condition with all original accessories and packaging materials within 30 days of delivery. Products not returned in this condition will result in a partial or no refund at the sole discretion of Neko Audio.
B-stock and demo inventory does not qualify for a free trial. If you return a product you cannot purchase the same product as b-stock for a period of sixty (60) days.
Cables are a final sale and cannot be returned.
Customers are limited to one audition per six month period.
Please email support@nekoaudio.com prior to sending a return.
Warranty & Repair
All products manufactured by Neko Audio include a transferrable limited warranty that covers defects in manufacturing and workmanship for a period of one (1) year from the invoice ship date. During this period, Neko Audio will either repair or replace at our discretion the defective product or parts at no charge for parts or labor.
Neko Audio will cover all shipping charges to and from a single location within the continental United States for a period of 60 days following the invoice ship date. After sixty days shipping is the responsibility of the customer. All shipping charges outside the continental United States are the responsibility of the customer.
This warranty does not cover damage resulting from improper use, accidents, normal wear and tear, or modification or service not authorized by Neko Audio. Modification or service not authorized by Neko Audio voids the warranty.
If a returned product is found to be not in need of repair, you will be charged for all shipping costs and any labor performed.
You must contact us for a return merchandise authorization (RMA) number before returning any product for repair or replacement. Please email support@nekoaudio.com for a RMA number.
Neko Audio shall not be liable for, in any way responsible for, any incidental or consequential damanges of any kind. This limited warranty provides you specific legal rights; you may also have other rights which vary from state to state.
Shipping
Orders will ship out as soon as possible, usually within two business days when product is in stock. You will be notified by email of any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please contact us immediately at support@nekoaudio.com.
Shipping is by FedEx or USPS. Please contact us at sales@nekoaudio.com for international shipping to a country not supported by our shopping cart or to ship via an alternate carrier.
Shipping charges may not cover brokerage fees, duty fees, or taxes associated with international shipping. Any additional costs are the responsibility of the customer.
You may cancel an unshipped order at any time by contacting us at sales@nekoaudio.com.
Returns
Weiss products may be returned within 30 days of delivery. All items must be returned to Neko Audio in new condition with all original accessories and packaging materials. You are responsible for all return shipping costs. A 15% restocking fee will be charged.
If a product is defective then the manufacturer's warranty and repair policies apply.
B-stock and demo inventory cannot be returned for a refund. If you return a product you cannot purchase the same product as b-stock or demo for a period of sixty (60) days.
You must contact us for a return merchandise authorization (RMA) before returning any product. Please email support@nekoaudio.com for an RMA number.
Warranty & Repair
Weiss products are covered by a three year manufacturer's warranty, transferrable one time. The original bill of sale is required for warranty service. Hardware repairs are performed at authorized service centers. For units under warranty, please contact us to initiate service.
Shipping
Weiss products are shipped or delivered from our location. Orders will ship out as soon as possible. You will be notified of the expected delivery time and any unexpected delays.
If shipped, a signature is required for receipt of your order. If anything arrives in a damaged condition please contact us immediately at support@nekoaudio.com.
returns
RME products may be returned within 30 days of delivery. All items must be returned to Neko Audio in new condition with all original accessories and packaging materials. You are responsible for all return shipping costs. A 15% restocking fee will be charged.
If a product is defective then the manufacturer's warranty and repair policies apply.
B-stock and demo inventory cannot be returned for a refund. If you return a product you cannot purchase the same product as b-stock for a period of sixty (60) days.
You must contact us for a return merchandise authorization (RMA) before returning any product. Please email support@nekoaudio.com for an RMA number.
Warranty & Repair
RME products sold in the United States are covered by a two (2) year manufacturer's warranty against hardware defects and component failures. Hardware repairs for products outside of warranty are available at authorized service centers for the cost of parts and labor.
In the event of a defect or malfunction, please contact RME directly. Neko Audio is available to help facilitate any warranty or repair issues.
Shipping
RME products are shipped or delivered from our location. Orders will ship out as soon as possible, usually within two business days when product is in stock. You will be notified of the expected delivery time and any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please contact us immediately at support@nekoaudio.com.
Orders
All JMF Audio orders must be placed by phone, email, or in person. Online orders are not possible at this time. Thank you for understanding.
As JMF Audio products are typically built to order, all orders are a final sale. A deposit is required when the order is placed with the balance due before the products will be delivered. Once an order has been accepted and submitted to JMF Audio for processing, the order may not be cancelled and the products may not be returned.
Delivery
JMF Audio products are in high-demand and require extensive manufacturing and verification time. Production quantity is limited, and normal lead times can average three months to as long as five months. We will keep you updated as to when your order is expected to ship, and of any unexpected delays.
Warranty & Support
JMF Audio products are covered by an up-to 5-year international limited warranty against manufacturing defects, for products purchased new. This warranty applies to analog products, mains filters, and cables. The warranty is non-transferrable. Detailed warranty terms and product registration information can be found in the product owner's manual.
Upgrades
The original owner of JMF Audio products can take advantage of their continuous research and development efforts by upgrading existing products to more recent versions. All upgrades are performed at JMF Audio only.
Sales
All Soulution orders must be placed by phone, email, or in person. Online orders are not possible at this time. Thank you for understanding.
Soulution orders are a final sale. A deposit is required when the order is placed with the balance due before the products will be delivered. Once an order has been accepted and submitted for processing, the order may not be cancelled and the products may not be returned.
Shipping & Delivery
Soulution products are shipped or delivered from our location. In some situations drop shipment may be possible. Turnaround time is subject to availability. We will keep you updated as to when your order is expected to ship, and of any unexpected delays.
Warranty & Repair
Soulution products are covered by a 5-year international limited warranty against manufacturing defects. The warranty will be void in event of misuse or negligence. Unauthorized modification, repair, or opening of the product will also void the warranty. Detailed warranty terms and product registration information can be found in the product owner's manual.
Orders
All Bryston products must be ordered by phone, email, or in person. Online orders are not possible at this time. With some exceptions, we are restricted to sales into the Northern California region. Thank you for understanding.
Returns
Bryston products may be returned within 30 days of delivery. All items must be returned to Neko Audio in new condition with all original accessories and packaging materials. There is a 15% restocking fee. You are responsible for all return shipping costs.
If a product is defective then the manufacturer's warranty and repair policies apply.
B-stock and demo inventory cannot be returned for a refund. If you return a product you cannot purchase the same product as b-stock for a period of sixty (60) days.
You must contact us for a return merchandise authorization (RMA) before returning any product. Please email support@nekoaudio.com for an RMA number.
Warranty & Repair
The following applies to consumers within the United States. The warranty and repair policies for international consumers are subject to the local distributor for that region. Warranty and repair service will only be honored in the country of original purchase unless otherwise pre-authorized by Bryston.
All Bryston electronics are covered by a transferrable manufacturer's warranty guaranteeing the product is free from manufacturing defects, and includes parts and labor. Analog audio products are covered by a twenty-year warranty. Digital audio products are covered by a five-year warranty. Products containing motorized movable parts, excluding motorized volume controls, are covered by a three-year warranty. All warranties begin from the original date of manufacture.
Bryston will remedy the problem by repair or replacement at their discretion. Return shipping costs are covered for the duration of the warranty.
In the event of a defect or malfunction, you must contact us for a return merchandise authorization. You may also contact Bryston directly. Products must be returned using their original packaging material; replacement packaging material may be purchased if necessary.
Shipping
Bryston products are shipped or delivered from our location. Orders will ship out as soon as possible, but in most cases Bryston products are build to order meaning there is assembly and distribution lead time before we are able to ship to your location. You will be notified of the expected delivery time and any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please contact us immediately at support@nekoaudio.com.
Heavy or large orders will be shipped by freight.
Sales
All Devialet products are final sale. Once an order has been accepted and submitted to Devialet for processing, the order may not be cancelled and the products may not be returned.
Warranty & Repair
Devialet Phantom products are covered by a 2-year limited manufacturer's warranty. Please see Devialet's General Terms of Sale for more details. Devialet Care insurance may be purchased at extra cost to extend your warranty an additional year for a total of three years. You must register your Phantom within 30 days of purchase to activate the warranty.
Devialet Expert Pro products are covered by a 5-year limited manufacturer's transferrable warranty. The original purchase invoice, as well as any additional invoices indicating the purchase history, is required for warranty service. Products must be registered even if purchasing second-hand. Please refer to Devialet's warranty documentation for additional details.
Delivery & Setup
Devialet Phantom products may be shipped directly to your address from the distribution center. A signature will be required. If anything arrives in a damaged condition please contact us immediately.
Devialet Expert Pro products will be delivered and set up by Neko Audio. We will schedule a convenient time for this as the delivery date nears, as the entire process may take several hours.
returns
LUMIN products may be returned within 15 days of delivery. All items must be returned to Neko Audio in new condition with all original accessories and packaging materials. A restocking fee of 15% may be charged for any missing items. You are responsible for all return shipping costs.
If a product is defective then the manufacturer's warranty and repair policies apply.
B-stock and demo inventory cannot be returned for a refund. If you return a product you cannot purchase the same product as b-stock for a period of sixty (60) days.
You must contact us for a return merchandise authorization (RMA) before returning any product. Please email support@nekoaudio.com for an RMA number.
Warranty & Repair
All LUMIN products are covered by a 24-month worldwide warranty. All warranty claims are handled by directly contacting info@luminmusic.com. Neko Audio is available to help facilitate any warranty or repair issues.
Shipping
Lumin products are shipped or delivered from our location. Orders will ship out as soon as possible, usually within three to five business days when product is in stock. Product that is in stock at LUMIN headquarters will typically add an additional five business days to the estimated ship date. You will be notified by of any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please contact us immediately at support@nekoaudio.com.
Returns
Any Audeze product may be returned within 30 days of delivery. All items must be returned to Neko Audio in new condition with all original accessories and packaging materials. You are responsible for all return shipping costs.
If a product is defective then it must be returned within two weeks for replacement or refund minus shipping costs. After two weeks the warranty and repair policies apply.
B-stock and demo inventory cannot be returned for a refund. If you return a product you cannot purchase the same product as b-stock for a period of sixty (60) days.
You must contact us for a return merchandise authorization (RMA) number before returning any product. Please email support@nekoaudio.com for an RMA number.
Warranty & Repair
Audeze headphones and accessories are covered by a one year manufacturer's warranty to the original purchaser. LCD planar drivers are covered for three years. During this period any defect product or parts will be repaired or replaced at no charge for parts or labor.
Neko Audio will cover all shipping charges to and from a single location within the continental United States for a period of 60 days following the ship date. After sixty days shipping to Neko Audio is the responsibility of the customer but shipping back to the customer is covered by Neko Audio. Shipping charges outside the continental United States are the responsibility of the customer.
You must contact us for a return merchandise authorization (RMA) number before returning any product for repair or replacement. Audeze products purchased from Neko Audio must be returned to Neko Audio for warranty service. Please email support@nekoaudio.com for an RMA number.
Neko Audio shall not be liable for, in any way responsible for, any incidental or consequential damanges of any kind. This limited warranty provides you specific legal rights; you may also have other rights which vary from state to state.
Shipping
Audeze products may only be shipped to U.S. addresses when ordered separately. Bundles containing both Audeze and Neko Audio products may be shipped internationally.
Orders will ship out as soon as possible, usually within a few business days. You will be notified by email of any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please contact us immediately at support@nekoaudio.com.
Shipping is by FedEx or USPS. Please contact us at sales@nekoaudio.com for international shipping to a country not supported by our shopping cart or to ship via an alternate carrier.
Shipping charges may not cover brokerage fees, duty fees, or taxes associated with international shipping. Any additional costs are the responsibility of the customer.
Shipping
STAX products may only be shipped within California and Hawaii, USA. Orders placed for delivery outside of California may be cancelled or modified to comply.
Orders will ship out as soon as possible if units are on hand, usually within a few business days. If a unit is not on hand but in stock at the distributor additional ime will be required. You will be notified of the expected shipping time and of any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please contact us immediately at support@nekoaudio.com.
Returns
Any STAX product may be returned within 15 days of delivery. All items must be returned to Neko Audio in new condition with all original accessories and packaging materials. You are responsible for all return shipping costs.
If a product is defective then it must be returned within two weeks for replacement or refund minus shipping costs. After two weeks the warranty and repair policies apply.
B-stock and demo inventory cannot be returned for a refund. If you return a product you cannot purchase the same product as b-stock for a period of sixty (60) days.
You must contact us for a return merchandise authorization (RMA) number before returning any product. Please email support@nekoaudio.com for an RMA number.
Warranty & Repair
STAX headphones and amplifiers are covered by a one year manufacturer's warranty to the original purchaser. Please refer to the official STAX support web page for more details and contact information.
Sales
All Magico orders must be completed in person. Online orders are not possible at this time. Thank you for understanding.
Since Magico products are custom built to order, all orders are a final sale. A deposit is required when the order is placed with the balance due before the products will be delivered. Once an order has been accepted and submitted to Magico for processing, the order may not be cancelled and the products may not be returned. Changing the finish after submission may be possible at additional cost.
Warranty & Repair
Magico products are covered by a 5-year limited warranty starting at date of purchase, for the original purchaser only. If a used or trade-in product is purchased from an authorized dealer such as Neko Audio, the remaining balance of the warranty shall apply.
The original receipt, as well as any additional receipts indicating the purchase history, is required for warranty service.
Transportation or shipping to Magico for repair is the responsibility of the customer. If the repair is covered under warranty, return shipping to the customer will be covered by Magico.
Please refer to the Magico warranty documentation for more information.
Delivery & Setup
In most cases Magico products will be shipped directly to your address from the factory located in California. Heavy and large orders will be shipped by freight, and a signature will be required. If anything arrives in a damaged condition please contact us immediately.
Most product is built to order and will have a turnaround time of several weeks; we will notify you of the expected delivery date after an order has been submitted to Magico. You will also be notified of any unexpected delays.
Neko Audio must be present to complete the installation and setup of Magico loudspeakers and subwoofers. We will schedule a convenient time for this as the delivery date nears, as the entire process may take several hours.
Sales & Returns
All Vivid Audio orders must be completed in person. Online orders are not possible at this time. Thank you for understanding.
The full balance due will be required at time of order for any product that is available for immediate shipment. Bespoke finishes or backordered product may be paid with an initial deposit and balance due before the product is delivered, at Neko Audio's discretion.
Once an order has been accepted and submitted to Vivid Audio, it may be cancelled or the product returned within 30 days of receipt subject to a 15% restocking fee. The product must be in original condition with all original accessories and packaging. Any return shipment fees is your responsibility. Bespoke finishes are a final sale and cannot be cancelled or returned.
Warranty & Repair
Registered Vivid Audio speakers are covered by a 5-year limited warranty starting at date of purchase, for the original purchaser only. Demo speakers may have a shorter warranty period based on age. Vivid Audio is not responsible for any damage resulting form improper, incorrect, or negligent use.
All repairs must be carried out by a service center authorized by Vivid Audio.
Delivery
In most cases Vivid Audio products will be shipped directly to your address. Heavy and large orders will be shipped by freight, and a signature will be required. If anything arrives in a damaged condition please contact us immediately.
When product is in stock it will ship immediately. Product that is not in stock or still located at the factory will have a turnaround time of several weeks; we will notify you of the expected delivery date after an order has been submitted to Vivid Audio. You will also be notified of any unexpected delays.
Orders
Ortofon products may be purchased online in combination with a turntable. Individual product purchases must be ordered by phone, email, or in person. Thank you for understanding.
Returns
Ortofon cartridges may be returned for a full refund minus shipping within 30 days of delivery. All items must be returned to Neko Audio in new condition with all original accessories and packaging materials. Cartridges that have been used cannot be returned for a refund.
You must contact us for a return merchandise authorization (RMA) before returning any product. Please email support@nekoaudio.com for an RMA number.Warranty
Ortofon cartridges are covered by a one year manufacturer's limited warranty against defects in workmanship and materials. All defect claims must be processed through Neko Audio and products must be submitted with the original packaging and valid proof of purchase. If the defect claim is accepted after review, a replacement or repair will be provided.
All costs of transportation or shipping for warranty service are your responsibility. You must contact us for a return merchandise authorization (RMA) number before returning any product for repair or replacement. Please email support@nekoaudio.com for an RMA number.
Exchange & Upgrade
Ortofon offers an exchange and upgrade service for moving coil cartridges. When purchasing a new cartridge of equivalent or better quality, your old cartridge can be traded in for a credit. The cartridge may be in any condition, and does not need to have been purchased from Neko Audio. The amount of credit is dependent upon the current Ortofon exchange service policy. SPU cartridges are not accepted under this program.
Please contact us at sales@nekoaudio.com to take advantage of this service.
Repair Service
Ortofon offers a repair service for damaged SPU, Exclusive, Vintage, and Cadenza cartridges. This service is offered by Ortofon without involvement by Neko Audio; please contact Ortofon directly to take advantage of this service.
Stylus Replacement
Moving magnet replacement styluses are available for purchase in the event your cartridge stylus has been damaged. Please contact us at sales@nekoaudio.com if you wish to purchase a replacement stylus.
Note that if the internals of your cartridge are damaged, replacing the stylus will not resolve your problem. You must purchase a new cartridge instead. Neko Audio does not provide diagnostic services to determine if your cartridge internals have been damaged.
Shipping
Orders will ship out as soon as possible, usually within 5-7 business days. You will be notified of any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please contact us immediately at support@nekoaudio.com.
Shipping is by FedEx or USPS. Please contact us at sales@nekoaudio.com for international shipping to a country not supported by our shopping cart or to ship via an alternate carrier.
Sales
Since all Elite HTS products are custom built to order, all orders are a final sale. A 50% deposit is required when the order is placed with the balance due before the products will ship. Once the order has been accepted and submitted to Elite HTS for processing, cancelled or returned orders are subject to a 35% cancellation fee pending approval from Elite HTS.
You are responsible for all return shipping costs.
Warranty & Repair
Elite HTS seating is covered by a standard 20-year commercial warranty, 5-years on upholstery against defects, for the original purchaser only. Please refer to your product documentation for details.
Please contact Elite HTS directly for any warranty or repair service.
Shipping
Elite HTS products are shipped direct from the factory unassembled. Since all products are built to order, typical turn around time is approximately 6-8 weeks. Orders will ship out as soon as completed after passing quality assurance. You will be notified of the expected delivery time and any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please immediately contact Elite HTS directly in writing. Failure to contact Elite HTS may result in inability to file a claim. Contact us at support@nekoaudio.com if you require assistance.
Sales
Since all Fortress seating products are custom built to order, all orders are a final sale. A 50% deposit is required when the order is placed with the balance due before the products will ship. Once the order has been accepted and submitted to Fortress for processing, cancelled or returned orders are subject to a 35% cancellation fee pending approval from Fortress.
You are responsible for all return shipping costs.
Warranty & Repair
Fortress seating is covered by a standard 10-year commercial warranty, 1-year on upholstery against defects, for the original purchaser only. Please refer to your product documentation for details.
Please contact Fortress directly for any warranty or repair service.
Shipping
Fortress products are shipped direct from the factory unassembled. Since all products are built to order, typical turn around time is approximately 6-8 weeks. Orders will ship out as soon as completed after passing quality assurance. You will be notified of the expected delivery time and any unexpected delays.
A signature is required for receipt of your order. If anything arrives in a damaged condition please immediately contact Fortress directly in writing. Failure to contact Fortress may result in inability to file a claim. Contact us at support@nekoaudio.com if you require assistance.
Returns
AC Infinity products may be returned for an exchange or refund within 30 days from the original purchase date. All products must be returned in the same condition that you received them and in the original packaging with all original accessories.
Within the United States, free prepaid return shipping labels are available. International customers are responsible for return shipping.
You must contact us or AC Infinity for a return merchandise authorization (RMA) number before returning any product for repair or replacement. Please email support@nekoaudio.com for an RMA number.
Warranty & Repair
All AC Infinity products are covered by a one year manufacturer's limited warranty against defects in material and performance. Products will be repaired or replaced at AC Infinity's expense.
Within the United States, free prepaid return shipping labels are available. International customers are responsible for return shipping.
You must contact us or AC Infinity for a return merchandise authorization (RMA) number before returning any product for repair or replacement. Please email support@nekoaudio.com for an RMA number.
Shipping
Orders are drop shipped from AC Infinity and will typically ship within 1-2 business days.
Returns
Each item in a bundle is subject to the specific return policy of the individual item.
If you decide to return part of an ordered bundle your refund will be computed assuming the unreturned products were charged at full price. Any restocking fees will be computed based on the returned item's full price.