Refund policy

Valley Acoustics does not hold finished stock. When you place an order we cut a frame, pull your fabric from the roll and build the panel to your specification. Once we start, that piece exists only for your room. It cannot be returned to inventory or sold to anyone else.

All sales are final, with three exceptions: cancellation before the build starts, damage in transit, and manufacturing defects.

Canceling an Order

Contact us as soon as possible after ordering. If the build has not started we will cancel and refund in full. Email info@valleyacoustics.com or call (818) 217-1653.

Once materials are cut and fabric is committed, the order cannot be canceled.

Custom Projects and Installations

On a quoted installation project, the up-front payment covers materials and fabrication. Once stock is ordered or fabrication has begun, that portion is non-refundable.

Installation labor is invoiced after the work is done. If a project is canceled or postponed before we arrive on site, nothing is owed for the install.

What Cannot Be Returned

  • Acoustic Panels, Bass Traps and Clouds: Cut and wrapped to your fabric and size selection
  • Free-standing gobos
  • Workstation desks, equipment racks and studio furniture
  • Mounting hardware, Z-bar cleats and fixings
  • Consultation and design services already performed

This policy is posted here, linked in the footer of every page, and available before checkout. Under California law a retailer that does not offer refunds must display its policy conspicuously. By completing a purchase you acknowledge you have had the opportunity to read it.

Damage in Transit

Inspect your order the day it arrives: before signing for a freight delivery, and before fully unwrapping a parcel shipment.

If anything is damaged, email info@valleyacoustics.com promptly with:

  1. Photographs of the outer carton or crate, including crushed corners, punctures or carrier markings
  2. Photographs of the damage to the product
  3. Your order number

Keep the original packaging. Carriers require it to process a damage claim.

On a freight delivery, note visible damage on the delivery receipt before signing. Damage reported after a clean signature is difficult to claim.

Manufacturing Defects

If something is wrong with how we built it, such as a pulled seam, a frame out of square, a lifted finish or a mount that does not sit true, contact us and we will look at it.

This covers our workmanship only. It does not cover damage from installation, modification, moisture, impact or normal wear.

Workmanship Warranty

We warrant our own workmanship (frame, joinery and assembly) against manufacturing defects for three years from delivery, to the original purchaser.

If something we built fails in that time, we will repair it, replace it, or refund it, whichever we judge is the right fix. We do not cover labor or removal costs, or damage from installation, modification, moisture, heat, impact or normal wear.

Fabric

The acoustically transparent textiles we use are milled by Guilford of Maine and other third-party suppliers. We do not warrant another manufacturer's goods against fading, pilling, abrasion or color change over time.

Covered:

  • How the Fabric Is Applied: Wrapping, tension, seams and corners are our workmanship
  • Mill Flaws Present on Arrival: A weaving fault or color run visible when the panels arrive

For a specific fabric's abrasion rating or lightfastness, ask before ordering and we will send the mill's published data.

Consultations

Consultations can be rescheduled or canceled in advance. For a missed appointment, or one canceled at short notice, the fee is retained.

Once a consultation has taken place the fee is not refundable. The on-site consultation fee is credited back in full against a subsequent order for panels and installation of $5,000 or more. Our Terms of Service set out how the credit works.

The phone consultation and room design are free with purchase: if you order panels after a phone consultation, the phone consultation fee is credited in full against that order.

How Refunds Are Issued

Approved refunds go back to the original payment method. We cannot refund to a different card or account than the one used to pay.

Before You Order

  • Thickness. Broadband (4" core) absorbs from 125 Hz up. Mid / High (2" core) absorbs from 250 Hz up. For low frequency problems, choose the thicker panel.
  • Color. Request a free swatch. Screen images do not reproduce textile color accurately.
  • Quantity. Send photos and rough dimensions of the room and we will specify what it needs.