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Refund policy

We want you to get the right material the first time and to be happy with how it performs. If something isn't right, we'll work with you to make it right. This page explains how returns, refunds, and our quality guarantee work.

Our Quality Guarantee

We stand behind every product we sell. If a product arrives defective, doesn't match what was advertised, or fails to perform to its published specifications when installed as directed, we will make it right — typically by replacing the defective material at no cost to you, accepting a free return, or by issuing a full or partial refund where returning or replacing a product isn't practical.

When you raise a quality concern, we'll ask some questions about your specific use case and offer suggestions to improve performance. We ask that you work through this process with us so we can resolve the issue as quickly as possible and find the best fix for your situation.

Because performance depends heavily on correct product selection and installation, our team offers free pre- and post-sale support to help you choose the right material and install it correctly. If you're unsure whether a product fits your project, reach out before you buy or before you install. We're happy to help!

This guarantee covers defects and free consultations to improve performance. It is separate from change-of-mind returns, which are covered below.

Return Eligibility

You may request a return within 90 days of the purchase date. To be eligible, the item must be:

  • In new, unused, resalable condition
  • In its original, unopened packaging — for materials sold by the roll, sheet, or container, this means unopened rolls, full uncut sheets, and sealed buckets or drums
  • Accompanied by your invoice or proof of purchase

Material that has been opened, cut, partially used, or installed is not eligible for a change-of-mind return. If opened or installed material is defective or underperforming, it is still covered under Our Quality Guarantee above. Contact us directly to discuss your options.

How to Request a Return

All returns require a Return Merchandise Authorization Number (RMA#) issued in advance. To start a return, contact a Second Skin Audio representative:

Every returned shipment must include:

  • The Return Merchandise Authorization Number (RMA#)
  • A copy of your invoice

Items sent back without an RMA# cannot be accepted. Once your return is authorized, we'll send instructions on how and where to ship your package, along with a return label or freight pickup arrangement where applicable.

Return Shipping & Restocking

If the return is due to our error or an error by our delivery partner (material is incorrect, defective, or damaged), we'll make it right per Our Quality Guarantee — return, replacement, or a full or partial refund sized to the issue. For freight items, we'll arrange pickup or provide a prepaid label, and there is no restocking fee.

If you're returning an item for any other reason (change of mind, ordered too much, no longer needed), you are responsible for return shipping costs and original shipping charges are non-refundable. Parcel-sized orders are not charged a restocking fee. Orders that ship via LTL freight are subject to a 25% restocking fee on the returned items. Because soundproofing materials are often heavy and bulk, freight can be costly. We recommend confirming quantities and product fit with our team before ordering.

For any freight return, the pallet must be rebuilt to our packing specifications to ensure safe transit. We'll provide instructions when we authorize the return, and we'll need photo evidence of the packed pallet before we book the pickup.

Returned items are inspected on arrival. Items received used, damaged, or not in resalable condition may be refused or subject to a reduced refund.

Damaged Shipments & Defective Items

Please inspect your order as soon as it arrives.

For freight (LTL) deliveries: examine the shipment for visible damage before signing the delivery receipt. If you see any damage, note it on the delivery receipt or bill of lading before signing, photograph it, and contact us right away. Signing for a freight shipment without noting visible damage can limit our ability to file a claim on your behalf. If you suspect concealed damage, confirm it before signing the carrier's bill of lading!

For all orders: report any defect, damage, or incorrect item within 72 hours of delivery so we can evaluate it and make it right. Concealed damage not visible at delivery should be reported as soon as it's discovered, within 5 business days. Reach us at service@secondskinaudio.com or 1-800-679-8511.

Non-Returnable Items

Some items cannot be returned:

  • Custom, cut-to-order, special-order, or personalized products
  • Gift cards
  • Sale or clearance items

Defective or damaged items are always covered under Our Quality Guarantee, even if they fall into a category above. If you have questions about a specific item, get in touch before ordering.

Exchanges

The fastest way to get the item you want is to return the original item for a refund once it's accepted, and place a separate order for the replacement.

Refunds

Once we receive your return, we'll inspect it and let you know whether the refund is approved within 3 business days. Approved refunds are issued to your original payment method within 1 business day of confirming refund status.

Your bank or credit card company may need additional time to post the refund after we've issued it. If more than 10 business days have passed since your return was approved and you haven't seen the refund, contact us at service@secondskinaudio.com.

European Union — 14-Day Cooling-Off Period

If you are a consumer and your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. The item must be in the same condition you received it — unused and in its original packaging — and you'll need your receipt or proof of purchase. This right applies to consumer purchases and does not apply to business-to-business orders.

Limitation of Liability

The liability of Second Skin Audio is limited to replacement of defective material or a refund of the purchase price, as set out in this policy.

Where to Send Returns

After your return is authorized, ship the package (with your RMA# and invoice copy) to the address we provide. If no address is provided, the return address will be:

Second Skin Audio
1859 Lindbergh Street, Suite 200
Charlotte, NC 28208

Questions?

Email service@secondskinaudio.com or call 1-800-679-8511. We're here to help!