Returns & Warranty
All Heaven 11 amplifiers come with a 30-day return policy and 5-year warranty.
Please keep a copy of the sales receipt to establish the purchase date of the product.
If there are any questions regarding this returns & warranty policy, you may contact us using the information below.
Heaven 11 Incorporated
207 – 7080 Alexandra street,
Montreal, Quebec
Canada H2S 3J5
Returns
We strive to have 100% customer satisfaction. If you’re not completely happy with your purchase for any reason, you may return it to us for a refund or exchange. Please see below for more information on our return policy.
Do not return your product to Heaven 11 without receiving approval from Heaven 11. The equipment should be braced in its original packaging.
You may exchange or return merchandise purchased on heaven11audio.com for a refund, less original shipping and consumables charges, within 30 days of the delivery date. We don’t charge a restocking fee but any inbound/outbound shipping fees are non-refundable. We cannot refund or exchange consumables, such as tubes (ie. if you decide to return an amp, the tubes are yours to keep).
Your product should be received with all accessories intact, in “as-new” condition: free of cosmetic defects and in perfect working condition. We reserve the right to refuse or charge reconditioning fee on damaged goods.
The equipment should be returned, properly braced in its original packaging. Heaven 11 cannot accept responsibility for the unit while in transit to Heaven 11. We recommend that you use an insured and traceable shipping method for your return package and that you keep the return tracking number for your records. We will not be responsible for damaged, misdirected or lost packages. Please contact our support to be provided commercial invoices to ensure proper customs documentation.
We’re only able to refund orders purchased on heaven11audio.com. We cannot refund orders acquired through other retailers or online sellers; any pursuit of a refund must be done where the item was originally purchased. After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least 15 days from the receipt of your item to process your return or exchange.
Exeptions to the return policy
The following items are considered FINAL SALE and are not eligible for a refund:
-Tubes
-Custom orders
-Clothing and apparel
-Clearance-priced items (discount higher than 24%)
In the even a product is defective, damaged or the order is incorrect, return shipping will be provided by Heaven 11. Please contact us at the customer service number below to arrange a refund or exchange.
Questions
If you have any questions concerning our return policy, please contact us at 1.514.442.5460 or contact@heaven11audio.com
Warranty
All Heaven 11 amplifiers are covered by a 5-year manufacturer’s warranty. This Warranty is offered to the first purchaser only and covers parts and labor, subject to terms & conditions. Items sold as “Clearance” or “Final Sale” get a 1-year warranty.
Do not return your product to Heaven 11 without receiving approval from Heaven 11. The equipment should be packed in its original packing.
What is included in this Warranty?
If a Heaven 11 product is defective in normal domestic use, due to a fault in materials or workmanship, Heaven 11 will at its discretion (and subject to the terms contained herein) either repair or replace it free of charge within a reasonable time after return of such product during the Warranty period to Heaven 11’s address (detailed above). This Warranty is offered to the first purchaser only and covers the cost of parts and associated labor required to correct such defects in materials or workmanship arising and advised to Heaven 11 during a period of Five (5) Years from the original date of purchase.
What is excluded from this Warranty?
This Warranty does NOT cover:
a) damage to Heaven 11 products while in possession of a shipper, retailer, or consumer and not caused by defects in materials or workmanship;
b) damage to Heaven 11 products arising due to or from normal wear and tear;
c) damage or defects caused by abnormal or unreasonable use (including repairs or alterations of products by a person other than Heaven 11 or its nominated repair centres);
d) damage, defects, deterioration, malfunction or failure to meet performance specifications resulting from:
(i) accident, acts of nature, misuse, abuse, neglect or unauthorized product modification
(ii) improper installation, removal or maintenance, or failure to follow instructions supplied with the product or software update protocol
(iii) repair or attempted repair by anyone not authorized by Heaven 11 to repair the product
(iv) any cause other than a product defect due to a fault in materials or workmanship
e) cleaning, initial set-up, check-ups with no defects found, or charges incurred for installation of the product;
f) any product on which the serial number has been removed, defaced or modified.
What Heaven 11 will do and pay for if you qualify for this Warranty coverage
Heaven 11 will pay for all parts and labor covered by this Warranty.
Whenever warranty service is required, you must present the original dated sales receipt or other proof of purchase. Please keep a copy of the sales receipt to establish the purchase date of the product.
Do not return your product to Heaven 11 without receiving approval from Heaven 11. The equipment should be packed in its original packing.
If you think that your product needs service, please contact our customer support team (contact@heaven11audio.com). Once you file a claim, you will get a follow-up email with all of your warranty information as well as our address and RMA number. You will be responsible for shipping your item to and from us. Wherever possible, we’ll gladly offer our discounted shipping rates.
The equipment should be returned, properly braced in its original packaging. Heaven 11 cannot accept responsibility for the unit while in transit to Heaven 11. We recommend that you use an insured and traceable shipping method for your return package and that you keep the return tracking number for your records. We will not be responsible for damaged, misdirected or lost return packages. Please contact our support to be provided commercial invoices to ensure proper customs documentation.
Liability
Heaven 11 makes no other express warranty of any kind whatsoever. All implied warranties, including warranties of merchantability and fitness for a particular purpose, exceeding the specific provisions of this warranty are hereby disclaimed and excluded from this warranty.
No representative or other person is authorized to assume for Heaven 11 any liability except as stated in this warranty.