In keeping with our dedication to client satisfaction, Reno Hi-Fi,
has an generous return policy. If for any reason you
are not completely satisfied with your purchase from Reno Hi-Fi,
you may return the item for a prompt refund, less only
the actual round-trip shipping costs and a small restocking fee,
please see below.
Returns are to be shipped to the return address on the outbound
shipping label. Returns must be shipped no later than 14 days
after the item was received; on the 15th day all
sales are final. Returned items must be received in the
condition in which they were received, with all accessories,
including the owner’s manual, AC cord and remote control (if
applicable). We recommend UPS or Fed Ex shipping with insurance
equal to the sale price of the product (so that your investment
is protected) and “signature required at delivery,” so you have
proof the item was received by us.
Within one business day of our receipt of the returned product in proper
condition, we will refund your payment, less only the price of
the shipping that Reno Hi-Fi incurred and a modest restocking
fee. We almost always refund
your payment via the same payment method with which you paid us.
PayPal and credit card payments are simply reversed, less
shipping and restoking. For credit card payments, we will very quickly
issue the credit to you though the credit card system. Our
finding is that banks are generally fast to charge and slow to
credit. Credit card refunds usually take five to ten days to
appear on your credit card account, even though we have very
promptly entered the credit into the bank’s system and our
checking account has been quickly debited. Even though the
credit card refund may seem on the slow side, it will certainly
reach your account—try not to worry. We’ve never had a credit
card or PayPal credit not be applied as it should. Payments made
by other forms of payment will quickly be refunded with a Reno
Hi-Fi company check sent promptly by First Class Mail.
We don’t like
restocking fees, and we know you don’t either but due to
market changes and cost increases beyond our control, after 22
years in business, we are forced to implement a small restocking
fee for returned items. Reno
Hi Fi’s / Mark Sammut’s actual hard cost of a returned item
is usually about 10 to 15% and more. Reno
Hi Fi clients will now participate in these costs, while Mark
Sammut’s costs remain higher than what the customer will pay.
All orders placed after November 23, 2019, which are
returned will be charged a 5% restocking fee of the sale price
of the amp. An
additional 3.5% restocking fee of the sale price will be charged
if an American Express Card is used.
These fees will be in addition to the actual round-trip
shipping costs (which include all import and export taxes and
fees for international orders) for returned items.
There are no other fees to the customer.
Part of our success since we started Reno Hi
Fi in 1998 is keeping our clients fully-informed. To that end
and for absolute clarity, here are some more details of the
The restocking fee is
limited to $500 per shipping box.
PASS multi-chassis preamps are shipped in one box.
A pair of PASS monoblock power amps are shipped in two
boxes. So the
maximum restocking fee for an in-stock preamp is $500; and the
maximum fee for a pair of in-stock power amps would be $1000
(plus an additional 3.5% if paid with Amex card).
Trade in value does not affect the sale price of the amp with
respect to restocking fees.
Special order items do have higher restocking fees, which will
be agreed in writing, in advance of shipping.
customers who have a higher rate of returns will have a higher
restocking fee, which will be agreed in writing, in advance of
A higher restocking
fee may be charged for
orders when Reno Hi Fi determines the probability of a return
for a specific order to be very high because a specific client
insists on the order against Mark’s expert advice.
The potential fees will be agreed in writing prior to
shipping. Of course
if the customer keeps the item, there is no restocking fee.
Any changes from the above policy for individual orders will be
agreed to in writing/email, before the order is shipped.
Fees for a typical return
would look like this:
Cost of the newer amp is $5000.
Instant trade-in value credit is $2000.
The 5% restocking fee would be $250.
If an Amex card is used, the total [8.5%] restocking fee
would be $425. Actual
round-trip shipping costs are additional (import and export
costs are additional). There
are no other return fees to customer.
Here’s how we can Work Together
to avoid and minimize restocking fees:
Please carefully consider Mark Sammut’s advice, he really
wants you to be happy with your purchase, and he wants you to
return the item when you’re not completely satisfied.
Up to this time, a full two-thirds of returns have been
expected by Mark because we’ve known the product was not going
to be a good fit in a specific client’s system but the client
insisted on purchasing it against Mark’s advice. Critical
listening with an in-home demo is still the very best test.
No audio consultant can perfectly predict if a product
will satisfy a specific audiophile, and that’s why our
restocking fees only cover a fraction of our real
costs—we’ll work with you.
We want people to try new products while avoiding
We are always happy to share shipping tips with our customers to
avoid over-paying for return shipping.
I apologize that this
restocking fee policy is a bit long.
I have tried to make the fees themselves as small as
possible and to be in response to situations that cost the
business more or less. Most
other dealers, if they accept returns at all, say “a flat 25%
restocking fee plus other fees.”
I want our customer-friends to try gear and to work with
us through the entire process and continue to make all our
transactions Win-Win. Thank
you in advance for working with Reno Hi Fi.
Our return policy is a great benefit to the Reno Hi-Fi customer.
The policy is more than fair and insures that our clients are
happy with the products they invest in though us.