Universal Audio Hardware Return Policy

What's Covered

This policy applies only to hardware purchases made directly at uaudio.com. If you purchased from an authorized retailer (Sweetwater, Guitar Center, B&H, etc.), please contact that retailer directly as their return policy will apply.

30-Day Return Window

You may return hardware purchased directly from uaudio.com within 30 days of the date your order was delivered, provided the conditions below are met. Returns must be postmarked within 30 days of delivery in order to be eligible for return. 

How to Return

1. Ensure your return meets our Conditions for Return.
2. Request a return by contacting UA Customer Care here with your order number and reason for return. 
3. Receive your return instructions: Review the return address and any specific instructions included.
4. Pack securely using original packaging. Include all accessories, cables, documentation, and packaging. 
   • Write your RMA number clearly on the outside of the shipping carton only—never on the product's retail box.
   • If returning a unit that was originally shipped double-boxed, please return it double-boxed.
   • Keep your tracking number and respond to your open return ticket with Customer Care once your return is on its way.
5. Ship with a trackable carrier and purchase insurance for the full product value.  Universal Audio is not responsible for items lost, stolen, or damaged during return transit. Risk of loss remains with the customer until the package is received and signed for at our facility. 
6. Reply to your Customer Service email with the tracking number of your return shipment.

Conditions for Return

To be eligible, your return must meet all of the following criteria:

1. Return Merchandise Authorization (RMA) Required: All returns require a pre-approved RMA number. Do not ship a product back without one. Request your RMA or speak to a member of our Customer Care team at help.uaudio.com. RMA numbers are typically issued within 1–2 business days.
    
2. Original Condition: Items must be returned in the same condition they were received: free from physical damage, excessive wear, or signs of misuse. All original contents must be included (cables, power supplies, rack hardware, documentation, retail packaging, etc.).
    
3. Software Registration: UA hardware often includes bundled UAD plug-in licenses that activate to your account.
   • If the included software has not been registered or activated, the full product (hardware + software) is returnable for a complete refund.
   • If the included software has been registered or activated, and you return your hardware purchase, plug-ins added to your account during hardware registration will be removed when the unit is deregistered upon return.
   • Separately purchased UAD plug-ins are not affected by a hardware return and will remain in your account.
      
4. Proof of Purchase: You must provide your uaudio.com order number or order confirmation email when requesting your RMA.

Universal Audio does not accept order cancellations after the order has shipped. Please contact our Customer Care team if you need additional assistance with your order. 

Shipping & Transit Responsibility

• Return shipping for change-of-mind returns is the customer's responsibility. UA does not provide prepaid return labels for change-of-mind returns.
• Shipping fees are not refundable.
• You must ship your return using a trackable carrier (USPS, UPS, FedEx, or equivalent). 
• We strongly recommend purchasing shipping insurance for the full retail value of the product. Universal Audio is not responsible for items lost, stolen, or damaged during return transit. Risk of loss remains with the customer until the package is received and signed for at our facility.
• If returning a unit that was originally shipped double-boxed, please return it double-boxed.
• Keep your tracking number and respond to your open return ticket with Customer Care once your return is on its way.

Refunds

• Refunds are issued to your original payment method.
• Original outbound shipping charges are non-refundable.
• If a returned item is missing accessories, has damaged packaging, or shows signs of use or abuse inconsistent with simple evaluation, UA reserves the right to decline the return entirely.
• In accordance with state law, standard sales tax paid on returned items will be fully refunded to your original payment method. However, the flat delivery service fee ($0.31 in Colorado and $0.50 in Minnesota) is a statutory delivery charge levied by the applicable state and is strictly non-refundable once an order has shipped and successfully been delivered.

Defective or Damaged Products

If your product arrives defective or is the wrong item, Universal Audio either provide a replacement unit or a full refund. A refund will only be provided if a replacement cannot be provided (e.g. in the case of a discontinued product).

• Contact our Customer Care team as soon as possible.
• Please retain all original packaging, it may be required to file a carrier claim.
• UA will provide a prepaid return shipping label and will either replace the unit or issue a refund.
• If UA does not receive your unit within 10 business days of receiving your prepaid return shipping label, we reserve the right to reverse approval of refund or replacement.
• Hardware defects that arise after the 30-day window are handled under UA's Limited Hardware Warranty (1 year from purchase date in the US). See our full Warranty Policy for details.

Non-Returnable Items

The following are not eligible for return under this policy:

Fraud Prevention

UA tracks return history across all customer accounts. We reserve the right to limit, suspend, or deny return privileges for customers who abuse this policy — including but not limited to excessive or patterned returns, returning products not in original condition, or any misrepresentation of a return claim. Misuse of this policy may result in account restrictions and, where applicable, referral to relevant authorities.

Questions? Our team is here to help, contact UA Customer Care here.

Universal Audio reserves the right to update this policy at any time. The version in effect at the time of your purchase applies to your order.