Support

Our promise of quality doesn’t end after a product leaves the assembly line. Get support by emailing support@westernelectric.com. Or call +1 404-352-2000. Our Service & Support team is ready to help.

Please provide us with as much relevant information as you can. We ask that you allow 3-5 business days for our support staff to field your request.*

*In order to return a product for evaluation and repair, you must first receive a Return Materials Authorization (RMA) number. RMA numbers are assigned by support staff after a request is authorized.

To request service for 300B electron tubes under warranty, email support@westernelectric.com to get started.

To learn more about the RMA and returns process overall, see section “Delivery & Returns” below.

It is not unusual for us to receive requests concerning the refurbishment or restoration of vintage audio equipment. Because we take preserving the history of high-fidelity seriously, we welcome the opportunity to evaluate your equipment and provide you with expert recommendations on the restoration of your system

Have a project you’re working on? We provide consulting across a broad spectrum of disciplines and systems to include system/equipment selection, engineering, and performance testing. The Western Electric lab is built on decades of experience, access to resources worldwide, and a collective obsession for research & development. Let’s make it better together.

The Standard Return Policy is subject to change without notice.

We do not accept international returns for products covered by our Standard Return Policy. Learn more about Processing International Returns at the bottom of this page section.

IMPORTANT

WE DO NOT OFFER REFUNDS FOR ELECTRON TUBE AND/OR AMPLIFIER PURCHASES

This is our Standard Return Policy for purchases made at www.westernelectric.com. Certain Western Electric parts, components, and equipment including but not limited to electron tubes and amplifiers may have warranties, “return by” dates, or other restrictions that differ from the Standard Return Policy and are therefore exempt. To find the return policy and restrictions for a specific product, please refer to the documentation included in its original packaging. You may also contact your authorized dealer or Western Electric directly at support@westernelectric.com or call +1 (404) 352-2000 to obtain more information.

Shipping

For domestic and international orders, shipping is calculated at checkout. Duties, taxes, and other fees controlled by the country of destination may be due upon delivery of international orders. These additional import charges are the responsibility of the buyer.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary

We strongly recommend using a trackable shipping service and purchasing shipping insurance (e.g. FedEx). We do not guarantee that we will receive your returned item.

Learn more about Processing International Returns at the bottom of this page section.

Returns

ITEMS RETURNED TO OUR FACILITY WITHOUT AN RMA NUMBER ASSIGNMENT WILL BE REJECTED AND RETURNED TO THE SENDER.

If you are not happy with your purchase, you may be entitled to a refund. Our Standard Return Policy lasts thirty (30) days. If more than thirty days have passed since your purchase, unfortunately we cannot offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and contain all original tags and labels. Any adhesive seals used on product packaging must be unbroken, intact, and not tampered with.

To complete your return, we require a receipt or proof of purchase.

To get started, please email customer service at support@westernelectric.com to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number securely package your product and send to following address, making sure to include your proof of purchase and RMA number:

Western Electric Rossville Works
Attn: Returns
RMA #
201 W Gordon Ave  
Rossville, GA 30741  
United States  

Again, items received at our facility without an RMA number assignment will be rejected and returned to the sender.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

WE DO NOT OFFER REFUNDS FOR ELECTRON TUBE PURCHASES

Late or missing refunds (if applicable)

Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

Always check your bank account before contacting us about a missing refund. Then contact your credit card company. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@westernelectric.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@westernelectric.com to begin this process. For more information on the Return Merchandise Authorization (RMA) process, click here.

Restocking Fee

Returns are subject to restocking fees of 20% of the purchase price and return shipping fees. We may assess the restocking fee and return shipping fee against the customer’s account or deduct the fees from the refund amount on all returns, subject to the Standard Return Policy and any product-specific policy. We reserve the right to adjust the value of any item returned for refund to reflect its current market price, in which case the restocking fee will be applied after this adjustment.

Western Electric does NOT charge for restocking fees or return shipping labels for returns of defective products, or if you received the wrong item, the item did not match what was shown on our website or if we have made some other shipping error, provided the item is within its return policy period, and is in accordance with the Standard Return Policy. 

International Returns Process (RMA)

The following is for international customers engaged in the Western Electric Return Materials Authorization (RMA) process. If you have not received an RMA number assignment from Western Electric, do not return your item(s). All returns that arrive at our facility without an assigned RMA number will be rejected and returned to the sender.

To initiate the RMA process, email support@westernelectric.com or call +1 (404) 352-2000 during regular business hours.

Be advised that the RMA process is determined by your product’s coverage under warranty. We strongly recommend reviewing the details of your product's warranty before initiating the RMA process. The warranty and/or RMA process may not apply to certain products (brand merchandise, for example).

Western Electric is not responsible for freight costs, duties, and other fees associated with inbound return shipments. For all inbound return shipments delivered duties unpaid (DDU), all fees will be passed along to you, the sender. 

As the sender (originator of the shipping label inbound to Western Electric), you are responsible for including three (3) copies of a commercial invoice and any required HTS code(s). Depending on your selected courier, it is possible to change the shipment type to “Return for Repair,” “Repair & Return,” or “Warranty Replacement” instead of “Sold.” Notifying your selected courier that the reason for export is temporary may allow you, the sender, to skip charges normally assessed with “Sold” type shipments. 

To download a blank commercial invoice for personal use, click here.

We strongly recommend sharing all tracking information with us by emailing support@westernelectric.com.

If you are unsure about how to process your shipment, contact your local shipping professional (e.g. Fedex, DHL) for more information. You may also contact our support team with any questions regarding returns and the RMA process by emailing support@westernelectric.com or by calling +1 (404) 352-2000. 

Our goal is to work with you to provide a safe and speedy return. Follow all instructions provided by Western Electric during the RMA process and by your selected courier to avoid unnecessary delays. 

Questions

If you have any questions concerning our Standard Return Policy, please contact us at:

(404) 352-2000 
support@westernelectric.com