Refund policy
Returns & Refunds
We want you to end up with a room you love. Because our products are built and shipped directly by their manufacturers, return terms vary by category — please read the section that applies to your order before purchasing.
At a glance
| Category | Return window | Restocking fee | Return shipping |
|---|---|---|---|
| Home theater seating | 30 days from delivery | Varies by manufacturer | Varies by manufacturer |
| Star ceiling panels | 30 days, unopened | Varies by manufacturer | Customer pays |
| Acoustic treatment — standard finishes | 30 days, unused and in original packaging | 15–20% | Customer pays |
| Acoustic treatment — custom or made-to-order finishes | Final sale | — | — |
| Soundproofing materials — uncut | 30 days, unopened | 15–20% | Customer pays |
| Cinema carpet | Final sale — cut to order | — | — |
| Theater lighting | Final sale — handcrafted to order | — | — |
Start every return with us
Do not ship anything back before contacting us. Every manufacturer requires a return authorization number, and returns sent without one are refused or charged an additional fee of up to 25%.
Email contact@homecinemasupply.com with your order number and what you'd like to return. We'll get you an authorization number and the correct return address, usually within one business day.
Condition requirements
To be accepted, returned items must be:
- Unused and uninstalled
- In original packaging with all hardware and documentation
- Free of installation marks, adhesive residue, mounting holes, or modification
Acoustic panels that have been hung on impaling clips have holes in the back and cannot be returned. Please dry-fit and be sure of placement before mounting.
Restocking fees
Acoustic treatment and soundproofing returns are subject to a restocking fee of 15–20%, depending on the manufacturer, deducted from your refund.
This isn't a markup. It's the fee the manufacturer charges us when a panel comes back, and we pass it through at cost.
Return shipping
Unless an item arrived damaged or we shipped the wrong thing, return shipping is your responsibility and must be prepaid. Collect shipments are refused by our manufacturers.
For large or freight items, contact us first — we'll help arrange the return so it isn't rejected on arrival.
Final sale items
The following cannot be returned:
- Cinema carpet. Cut to your room's dimensions from a roll. Once cut, it can't be resold.
- Theater lighting. Handcrafted to order, and our exclusive fixtures are made only when ordered.
- Custom or made-to-order acoustic finishes. Produced specifically for your order.
- Anything cut, painted, modified, or installed.
Final sale status is stated clearly on every affected product page before you buy.
If you're unsure whether something is returnable, ask us first. We'd far rather answer the question than have you stuck with the wrong product.
Order cancellations
Cancel free of charge any time before your order ships. Once a manufacturer has begun production or released a shipment, standard return terms apply.
Made-to-order items — custom finishes, lighting, cut carpet — cannot be cancelled once production starts, usually within one business day of ordering. Contact us immediately if you need to change something.
Refunds
Refunds are issued to your original payment method once the manufacturer receives and inspects the return. Allow 10–14 business days from the date the item arrives back at their facility.
Original shipping charges are not refunded except where an item was damaged or shipped in error.
Damaged or incorrect items
If something arrives damaged or isn't what you ordered, that's on us, not you. No restocking fee, no return shipping cost.
Contact us within 48 hours of delivery with photographs of the damage, the packaging, and the shipping label. See our Damage & Freight Claims page for what to do the moment the truck arrives — inspecting before you sign makes an enormous difference to how quickly we can resolve it.
Colour variation is not a defect
Fabric-wrapped acoustic panels and patterned carpet are produced in batches, and slight colour variation between production runs is normal and expected across the industry.
Order everything for a room at the same time. Panels or carpet ordered months apart may not match exactly, and colour variation between separate orders isn't grounds for return.
If you're planning to expand a room later, tell us — we can note your original batch and try to match it, though we can't guarantee it.
Acoustic results
We're glad to help you plan your room, recommend products, and lay out panel placement at no charge. That guidance is given in good faith based on the information you provide.
Acoustic performance depends on your room's construction, dimensions, equipment, and installation. We can't guarantee a specific measured result, and a room not sounding the way you hoped isn't grounds for return once panels are installed.
If you're unsure, send us your room dimensions before you order. That's what we're here for.
Questions
contact@homecinemasupply.com · 402-957-3842
We answer every email. If you're weighing a purchase and want to know how the return terms would apply to your specific order, just ask.