退款政策

Effective Date: 08.01.2026

Welcome to our Neutron Code Limited Return & Refund Policy! This policy outlines the terms and conditions for returning or claiming warranty on Neutron HiFi products purchased through our online store only. This policy does not apply to purchases made through other retailers or channels.

Returns:

Please note that due to our commitment to providing customers with absolutely new, well-tested products with guaranteed quality, we do not accept returns or exchanges of working used items. We do not refurbish devices or accessories, ensuring that every purchase comes directly from the manufacturer and has undergone rigorous quality control.

Refunds: 

  • We offer full refunds for unopened/unpacked products within 14 days of receipt.
  • A 6% transaction fee will be applied to the refund transaction (payment providers charge for the transactions, including refunds).
  • Products must be returned in their original sealed packaging, including the box, sealing stickers, and undamaged PE foil.
  • To initiate a return, please contact us through the Contact Us form.
  • We will provide return instructions and will request a photo of the sealed product package before it is sent to us.
  • A 35% restocking fee (includes 6% refund transaction fee) will be applied to all returns except those covered by the warranty.
  • Customers are responsible for the cost of return shipping.
  • Returns sent without prior communication with us and without our written confirmation to accept it - will not be accepted, will not initiate a refund procedure and therefore no refund will be issued.
  • Refund will be made only after we receive your returned package and inspect it. Refund will be rejected if during the returned package inspection we will reveal that there was an attempt to open it, consumer box is damaged (cracks, scratches and etc).

Warranty: 

  • We offer the following warranties:
    • 12 months: Neutron HiFi devices (DAC, Isolator)
    • 6 months: Neutron HiFi USB Cable
    • 14 days: Neutron HiFi Leather case
  • To initiate a warranty claim, please Contact Us. Please provide a detailed description of the issue, including:
    1. Invoice number
    2. Clear description of the problem, including how it occurs, steps to reproduce, and any relevant details
    3. Troubleshooting steps you have already tried (trying other ports, cables, computers, software and etc.)
    4. Photos and videos showcasing the issue (high-resolution high-quality photo and video, can be made with camera of the smartphone)
  • We may request additional information or troubleshooting steps before proceeding.
  • If the issue is confirmed to be a manufacturing defect under warranty, we will agree on the product return by sending you a notification email with detailed instructions regarding how to send the product back to us, including the address and any other details necessary for problem-free delivery. We will attempt to fix the issue and send working product back to you. In case product can not be repaired, we will offer you a replacement or a 100% refund.
  • If the issue is determined to be user-caused (misuse, damage, modification, disassembly), the warranty will be void. We will return the product to you at your expense, and repair/replacement services may be offered at an additional cost.
  • The warranty does not cover damage or malfunction caused by: repeated mechanical stress on connectors or ports, side loading, bending, twisting, or pulling of cables, use of heavy, rigid, or non-standard USB cables, normal wear of connectors over time.
  • Warranty does not cover compatibility issues. All Neutron HiFi devices are thoroughly tested, have no bugs and are fully USB 2.0 compliant devices (DAC series are USB Audio 1.0/2.0 compliant), therefore it is expected that USB host must support specification.

No Fault Found (NFF) / Customer-Caused Issues

If a returned product is tested by us and no manufacturing defect is found, and the device operates normally with our reference cables and test equipment:

    • the unit will be classified as No Fault Found (NFF)
    • warranty replacement or refund will not be provided
    • the product will be returned to the customer at their expense
    • a diagnostic/handling fee may apply

Intermittent connectivity that cannot be reproduced using our certified cables and test systems is considered NFF. Neutron HiFi devices rely on industry-standard USB-C connections and are thoroughly tested with a 24-hours burn-in test. Connection stability depends on the quality and condition of the cable, host port, and power source used.

Intermittent connection, dropouts, or device disconnects are most commonly caused by:

    • worn or loose USB-C cables
    • oxidized contacts
    • low-quality, non-compliant, or out-of-spec cables
    • excessive cable weight or side loading of the connector
    • dust/debris inside connectors
    • damaged or worn USB host ports
    • unstable USB power sources or hubs

Before submitting a warranty claim, please, test device with at least one different high-quality USB-IF compliant cable and another USB host/port.

Please note: 

Natural leather used in our cases may have slight imperfections. Our cases are hand-crafted and we strive for uniformity, but subtle variations are inherent to the material. Natural leather is susceptible to wear & tear during active use and when exposed to harsh environment, therefore we give you 14-days warranty which allows to reveal any factory defects, if any. If no defects are revealed then our leather Accessories will serve for a long time and please you!

Communication:

For all inquiries regarding returns, warranty claims, or product issues, please contact us through the Contact Us form.

Additional Notes: 

  • We reserve the right to modify this policy at any time without prior notice.
  • We do not bear any responsibility for not receiving product sent by you in case of return for refund or warranty claim. Therefore, please choose a reliable shipping method with tracking.
  • We only accept shipments for returns and warranty claims that have a valid tracking number. Please provide us with the tracking URL of your shipping agent. This allows us to track the progress of the shipment and ensure its safe arrival.
  • Please refer to our full Terms & Conditions for additional information. 

Please note: 

This policy only applies to purchases made through our online store. For purchases made through other retailers or channels, please refer to their respective return and warranty policies.