Returns & Cancellations for Made-to-Order Speakers

This policy applies to purchases made directly from SHAKUTO Audio in the United States.

1. Made-to-Order Production

All SHAKUTO Audio speakers are made to order.
Each pair is built specifically for you – including configuration, crossover options, and finish. Our products are not “off-the-shelf” items, and standard change-of-mind return policies do not apply.

Please contact us before ordering if you have any questions about system matching, room size, or configuration. We are happy to help you choose the right speakers for your setup.

2. Orders & Cancellations

  • You may cancel your order within 48 hours of payment for a full refund, provided that production has not yet started.

  • Once we begin purchasing materials and building your speakers, the order becomes non-refundable, except in cases of confirmed defects or damage covered under this policy.

If you need to make changes to your order (finish, options, connectors, etc.), please contact us as soon as possible. We will do our best to accommodate changes if production has not progressed too far.

3. Shipping, Freight & Risk of Loss

Because our speakers are large and heavy, most shipments within the United States are sent via LTL freight on a pallet, in reinforced cartons or wooden crates.

Unless otherwise stated in writing:

  • Shipments to residential addresses are typically curbside delivery with liftgate only. The driver will lower the pallet to the ground, but is not responsible for carrying the speakers indoors or upstairs.

  • You are responsible for having sufficient help or equipment on site to move the speakers into your home or listening space.

We will choose the carrier and arrange shipment on your behalf. Shipping charges will be shown on your invoice or order confirmation.

Title and risk of loss pass to you once the product has been handed over to the carrier for delivery, except where prohibited by applicable law. For this reason, we strongly recommend that all shipments are insured for their full value.

4. Inspecting Your Delivery & Shipping Damage

When your speakers arrive:

  1. Please inspect the packaging and product immediately upon delivery.

  2. If you notice visible damage to the carton, crate, or pallet, ask the driver to note the damage on the delivery receipt before signing.

  3. Take clear photos of:

    • the outside of the packaging,

    • the damage to the product (if any),

    • any labels or tracking information.

If you believe the product was damaged in transit, you must notify us within 48 hours of delivery and provide photos and a description of the damage. We will work with you and the shipping company to assess the situation and to repair or replace the damaged product where appropriate.

Failure to report shipping damage within a reasonable time may limit our ability to assist with a claim.

5. Change-of-Mind Returns

Because each pair of speakers is built to your specifications, we cannot accept returns for:

  • change of mind or buyer’s remorse;

  • personal sound preferences (for example: “too much bass”, “too forward”, “not enough detail”);

  • issues that depend on your room acoustics or system setup;

  • incompatibility with your amplifier or other equipment, unless we have explicitly confirmed compatibility in writing.

Please contact us before ordering if you are unsure whether our speakers are suitable for your room, amplifier, or listening habits.

6. Defective Products or Incorrect Orders

If you believe your speakers are defective or do not match your order, please contact us within 14 days of delivery and include:

  • your order number;

  • a detailed description of the issue;

  • clear photos or videos showing the problem;

  • any measurements, if available.

After we review the information, we may:

  1. offer troubleshooting or setup guidance;

  2. send replacement parts or components;

  3. request that you send the product (or part of it) back for inspection;

  4. arrange repair or replacement of defective components; or

  5. in cases where repair or replacement is not practical, offer a partial or full refund.

Any return, repair, or replacement must be approved by us in advance. Items returned without prior authorization may be refused.

7. Return Shipping & Inspection

For any approved return (including warranty evaluation):

  • Return shipping costs (including adequate packaging and insurance) are the responsibility of the customer, unless otherwise agreed in writing or required by applicable law.

  • We strongly recommend using a trackable, fully insured shipping service. We are not responsible for items that are lost or damaged in return transit.

Refunds, if applicable, are issued only after the speakers (or components) have been received and inspected by us.

  • If the product is confirmed to be defective or not as described, we will repair, replace, or process the agreed refund.

  • If the product is found to be damaged due to improper use, incorrect packing for return shipment, unauthorized modifications, or otherwise not in the condition agreed for a refund, we may offer a partial refund or return the product to you at your expense.