Refund policy

Return and Refund Policy

Effective Date: January 1, 2026

This Return and Refund Policy applies to all purchases made through the Sanctuary Home Theater website located at www.sanctuaryhometheater.com (“Website”).

1. Scope and Intent

This policy outlines the conditions under which returns, refunds, and exchanges are accepted for products purchased through our Website.

2. Contact Information

For questions regarding returns or refunds, please contact us:

Email: info@sanctuaryhometheater.com
Phone: 605-250-1156

Mailing Address:
Sanctuary Home Theater
12 S. Maple
Watertown, SD 57201
United States

Customer Service Hours:
Monday–Friday, 9:00 AM – 5:00 PM (Central Time)

3. Return Eligibility

We sell and ship within the United States only (except Hawaii or Alaska). We do not offer international shipping.

Customers may request a return within 30 days of receiving their order, subject to the conditions below.

3.1 Conditions for Return

To be eligible for a return:

  • The item must be unused, undamaged, and in the same condition as received

  • The item must be in its original packaging, including all labels and accessories

  • Proof of purchase (order number or receipt) is required

4. Return Process

4.1 Initiating a Return

To start a return:

  1. Contact Customer Service within 30 days of delivery

  2. Provide your order number and reason for return

  3. If approved, you will receive return instructions and, if applicable, a Return Merchandise Authorization (RMA)

4.2 Preparing Your Return

  • Securely package the item in its original packaging

  • Include all accessories, manuals, and any included items

  • Include any return documentation provided

  • Attach the return shipping label if supplied

4.3 Shipping the Return

  • Ship the item within 7 days of receiving the return authorization

  • Use a trackable shipping method to ensure safe delivery

5. Return Shipping Costs

  • Customers are responsible for all return shipping costs, unless the return is due to a defective, damaged, or incorrect item

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Eligibility:

  • Must meet all return conditions

  • Must be requested within 30 days of receipt

Refund:

  • Issued to the original payment method

  • Shipping fees are non-refundable

  • Restocking fees may apply

6.2 Defective or Damaged Goods

Notification:

  • Contact us within 48 hours of delivery

Documentation:

  • Photos or videos of the damage or defect are required

Resolution:

  • Replacement or full refund

  • Return shipping costs will be covered by us

6.3 Incorrect Product Received

Notification:

  • Contact us immediately upon receipt

Resolution:

  • We will arrange return shipping at our expense

  • The correct item will be shipped to you

6.4 Product Never Arrived

If your order does not arrive within the estimated delivery timeframe:

  • Contact us promptly

  • We will investigate with the carrier

  • If confirmed lost, we will issue a refund or replacement

6.5 Order Cancellation

Before Shipment:

  • Orders may be canceled for a full refund if they have not shipped

After Shipment:

  • Orders must be returned following the standard return process

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or personalized products

  • Clearance or final-sale items

  • Gift cards

  • Downloadable software or digital products

8. Refunds

8.1 Refund Conditions

  • Refunds are issued after the returned item is received and inspected

  • You will be notified by email regarding approval or denial

8.2 Refund Processing

  • Refunds are issued to the original payment method

  • Processing time may take up to 14 business days, depending on your financial institution

8.3 Partial Refunds

Partial refunds may be issued if:

  • Items are returned damaged or incomplete

  • Items are returned outside the allowed return window

9. Exchanges

  • We replace items only if they are defective, damaged, or incorrect

  • To request an exchange, contact info@sanctuaryhometheater.com

  • Shipping costs for qualifying exchanges are covered by us

  • Change-of-mind exchanges require customer-paid shipping

10. Timelines Summary

  • Return requests: within 14 days of delivery

  • Return shipment: within 7 days of authorization

  • Refund processing: within 14 business days after inspection

11. Legal Rights

This policy does not affect your statutory rights under applicable U.S. consumer protection laws.

12. Questions and Support

For additional assistance:

By completing a purchase on our Website, you agree to this Return and Refund Policy.

Sanctuary Home Theater
info@sanctuaryhometheater.com
605-250-1156
12 S. Maple, Watertown, SD 57201