Returns & Refunds Policy

At Inner Pieces we specialise in vintage, pre-owned, and collectable hi-fi and studio equipment. Many of our items are rare and decades old. Because of this, every piece is inspected, photographed, and described in detail, including any cosmetic wear, servicing history, and functional condition, so that you know exactly what you are buying before you order.

We want you to be confident in your purchase, so please read this policy carefully and contact us with any questions before completing your order.

1. Condition and "as described"

We grade and describe each item honestly. Photographs form part of the description, and any known faults, modifications, or signs of age are disclosed in the listing. If you are unsure about the condition, weight, voltage, compatibility, or servicing status of an item, please ask us before purchasing. We are happy to provide additional photos, measurements, or information.

Because our stock is vintage and used, normal signs of age and prior use are expected and are not grounds for return where they have been disclosed or are reasonably apparent from the listing.

2. Your right to cancel (cooling-off period)

If you are a South African customer buying online, you have a statutory cooling-off right to cancel your order within 7 days of receiving the item, without giving a reason. This right applies in addition to everything else in this policy and cannot be waived.

If you exercise this right:

• The item must be returned unused and in the same condition you received it, in its original packaging.
• You are responsible for the cost of returning the item to us, and for ensuring it is adequately packed and insured in transit.
• We will refund the purchase price once we receive the item back and confirm its condition.

3. Change-of-mind returns

Outside the statutory cooling-off period, we may accept a change-of-mind return at our discretion, subject to the following:

• You must contact us within 7 days of delivery to request a return.
• The item must be returned in the same condition in which it was sent, complete with all original packaging, cables, accessories, and documentation.
• You are responsible for all return shipping costs, and the item remains your responsibility until it reaches us safely. We strongly recommend a tracked and insured courier service.
• A restocking and handling fee of up to 15% may apply to cover inspection, repackaging, and the original outbound shipping and payment-processing costs we incurred.

Given the high value and fragility of this equipment, returns that arrive damaged due to inadequate packaging may be refused or refunded only in part.

4. Faulty, damaged in transit, or not as described

We take great care in testing and packing every item, but if something arrives faulty, damaged in transit, or materially not as described, we will make it right.

• Transit damage: Please inspect your item on arrival and report any shipping damage to us within 24 hours of delivery, with clear photographs of the item as it arrived and as it is removed from its packaging. Keep all packaging until the matter is resolved, as couriers usually require it to process a claim.
• Faulty or not as described: Please contact us within 7 days of delivery with a description and photographs or video of the issue.

Where an item is confirmed faulty (beyond the disclosed condition) or materially not as described, we will, depending on the circumstances and what you prefer, arrange a repair, offer a partial refund, or accept a return for a full refund of the purchase price. In these cases we will cover or fairly contribute to the return shipping cost. Please do not return any item before contacting us and agreeing the arrangement, as we may need to coordinate the courier or claim.

This does not affect your rights under the Consumer Protection Act, including the implied warranty that goods are of reasonable quality, judged with appropriate allowance for the fact that the goods are used and vintage.

5. International returns

International orders carry significant shipping costs, and returns are correspondingly expensive. 

For international change-of-mind or cooling-off returns:

• You are responsible for arranging and paying for return shipping, including any export or re-import formalities.
• Any import duties, taxes, customs charges, or brokerage fees you paid in your country are set and collected by your local authorities, not by us, and are non-refundable through us.
• The item remains your responsibility, and must be insured for its full value, until it is back in our hands. We are not able to refund items lost or damaged on their way back to us.
• Refunds on international change-of-mind returns will be for the purchase price of the item only, and will not include the original outbound shipping cost.

For items that are faulty or not as described, please contact us first and we will agree a fair approach to the return, including its cost, with you directly.

6. Items we cannot accept back

We are unable to offer change-of-mind returns on:

• Items sold explicitly "as is" or "for spares or repair", where the relevant faults were disclosed and accepted at the time of sale.
• Items that have been modified, repaired, re-tubed, re-capped, or otherwise altered by you after delivery.
• Items damaged by incorrect voltage, improper installation, or misuse after delivery.

This does not limit your statutory rights where they apply.

7. How refunds are processed

Because we accept payment by manual EFT, refunds are made by EFT back to the bank account from which payment was received, or to a bank account you nominate in writing.

Once we have received a returned item and confirmed its condition, we aim to process approved refunds within 14 business days. Any agreed restocking fee, and any shipping costs that remain your responsibility under this policy, will be deducted from the refund.

8. How to start a return

To request a return or report a problem, email us at returns@innerpieces.art with:

• Your order number,
• The item concerned, and
• A short description of the reason, with photographs or video where relevant.

We will respond with the next steps. Please do not ship anything back to us until we have confirmed the return and the arrangements with you.

This policy is provided in good faith and is intended to be fair to both you and us. Nothing in it is intended to limit any rights you have under applicable consumer protection law that cannot lawfully be excluded.