Refund policy

RETURNS & REFUNDS POLICY

Last updated: June 2026

At The South Pacific Tube Outpost, we take genuine pride in getting your tubes to you safely. Every order is carefully packed with the care these components deserve — because we know what's riding on them. If something isn't right, we want to make it right.

Return Window

We accept returns within 14 days of the delivery date. If you have a concern about your order, please don't hesitate to reach out — the sooner we hear from you, the sooner we can help.

Eligibility

To be eligible for a return, items must be:

  • Unused and uninstalled
  • In original, undamaged packaging with all included documentation
  • Accompanied by proof of purchase

Because of the technical nature of vacuum tubes, we're unable to accept returns on:

  • Tubes that have been installed, powered on, or tested in equipment by the customer prior to return
  • Tubes damaged due to incorrect installation, mismatched equipment specifications, or improper use
  • Special orders or tubes sourced specifically at a customer's request
  • Items listed as "untested," "sold as-is," or "NOS — ungraded"

We set these boundaries not to be difficult, but because a tube's condition can change the moment it's powered up — and we owe it to every customer to stand behind what we sell.

Dead on Arrival (DOA)

We test and inspect our stock before it leaves us, but occasionally the unexpected happens. If a tube fails on first use in correctly matched equipment, please contact us within 7 days of delivery. Tell us what happened, what equipment you're running, and include a photo where you can. We'll assess every DOA claim with care and do our best to make it right — whether that's a replacement or a refund.

Return Shipping

We ask that return shipping costs be covered by the purchaser. We recommend using a tracked and insured service — we pack outbound orders with that same care in mind, and we'd hate for a return to be lost or damaged on its way back. Original outbound shipping charges are non-refundable.

International returns: Please mark return parcels as "Returned Goods" on customs documentation. Any duties or import taxes incurred on returned items remain the responsibility of the purchaser.

Inspection & Testing

All returned tubes are inspected and tested by us upon receipt as part of our returns assessment process. This internal testing is how we verify condition and does not affect your eligibility to return — the restriction on "powered on" or "tested" tubes refers solely to use by the customer prior to initiating a return.

Refunds are issued once testing is complete and the tube is confirmed to be in the condition described at the time of the return request. If a returned tube shows evidence of prior use, installation, or damage not disclosed at the time of the request, the return may be rejected and the item returned to you at your cost.

Testing typically takes 2–3 business days from receipt.

Refunds

Once a return is approved, refunds are issued to your original payment method within 5 business days. You'll receive an email confirmation when it's done.

Your Statutory Rights

Nothing in this policy limits any rights you have under applicable consumer protection legislation. New Zealand customers retain full rights under the Consumer Guarantees Act 1993. Australian customers retain full rights under the Australian Consumer Law. Customers in other jurisdictions may have additional rights under their local laws. Where statutory rights apply, they take precedence over the terms of this policy.

Refused or Unclaimed Parcels

If a parcel is refused or goes unclaimed at customs, we'll refund the product cost minus outbound shipping and any return freight or customs costs we incur. We'd always rather hear from you first if there's an issue — we're easier to deal with than a customs office.

How to Request a Return

Please get in touch before sending anything back — returns sent without prior authorisation can't be accepted. Reach us at support@southpacifictubeoutpost.com with your order number and a brief description of the issue. We'll respond promptly and walk you through the next steps.