Refund policy

The short version

  • Every OAK-S37 is hand-built, tested before it ships, and covered by a 12-month limited warranty against defects in materials and workmanship.
  • Inspect it as soon as it arrives. If anything is damaged, defective or wrong, tell us within 7 days and we will make it right at no cost to you.
  • You have 14 days from delivery to request a return for any other reason. You pay return shipping, the original shipping charge is not refunded, and a 20% restocking fee is deducted from the refund.
  • Please read the whole policy before you order.

Inspect your order when it arrives

Unpack and test your OAK-S37 within 7 days of delivery. If it arrives damaged, does not work as described, or is not what you ordered, email info@oaksampler.com right away with your order number, a description of the problem, and photos or a short video. Keep all of the packaging until the issue is resolved, since the carrier may need it for a damage claim.

If we confirm the problem, we cover return shipping and will repair, replace or fully refund the unit, your choice where possible. No restocking fee applies.

Problems reported after 7 days are handled under the warranty (see below) rather than as a damaged-on-arrival claim.

Before reporting a fault, please check the basics: the unit is plugged into the supplied 12V adapter and the outlet works. Note that the OAK-S37 ships without operating system and firmware files. A unit that powers on and asks for them is working as intended, not defective. See Getting Started at oaksampler.com/support for installation steps.

Returns for any other reason

You can cancel an order for a full refund at any time before it ships. Once it has shipped, if you decide the OAK-S37 is not for you, you can return it within 14 days of delivery.

How to start a return

  1. Email info@oaksampler.com with your order number and the reason for the return. We will reply with a return authorization and the return address.
  2. Ship the unit within 7 days of receiving the authorization.
  3. Do not send a unit back without an authorization. Unauthorized returns are refused or returned to you at your cost.

Condition

The unit must come back in the condition you received it: fully working, not modified or opened, with the 12V adapter, and in the original box and packing materials. Cosmetic marks that were present when you received it are fine. New marks from use are not.

What you pay

  • Return shipping. You choose the carrier and pay for it. Use a tracked and insured service and pack the unit exactly as it was shipped to you. The unit is your responsibility until it reaches us, and we cannot refund a unit that arrives damaged or never arrives.
  • The original shipping charge is not refunded.
  • Any import duties or taxes you paid are not refunded.
  • A 20% restocking fee, deducted from the refund. Each returned unit is inspected, fully retested, cleaned and repackaged by hand before it can be sold again, and the fee covers that work.

If a returned unit arrives incomplete, damaged, or showing use beyond what was needed to try it out, we may deduct the cost of repair or parts, or decline the return and send the unit back to you at your cost. We will always tell you before doing either.

What cannot be returned

  • Units that have been opened, modified, or repaired by anyone other than us.
  • Damage caused by misuse, drops, liquid, or a power supply other than the one we ship with the unit.
  • Problems caused by operating system or firmware files you supplied, or by not having them. You confirm on the product page before purchasing that you will supply your own ASR-10 OS and firmware files. Not being able to source them is not a defect. You can still return the unit under the "any other reason" terms above.
  • Minor cosmetic imperfections. Every unit is assembled by hand and may have small scratches, dents or blemishes, as stated on the product page.
  • Gift cards.

Exchanges

We do not offer direct exchanges. Return the unit under the terms above and place a new order. A defective unit is repaired or replaced under the sections on arrival inspection and warranty, not treated as an exchange.

Refunds

We will email you once we have received and inspected your return. Approved refunds go back to your original payment method within 10 business days, less any deductions described above. Your bank or card issuer may take a few more days to post it. If more than 15 business days have passed since we approved your refund, contact info@oaksampler.com.

Limited Warranty

The OAK-S37 is covered by a 12-month limited warranty against defects in materials and workmanship, starting on the delivery date. That means a fault that appears under normal use, such as a component failure, a bad connection, or a key or control that stops responding. We will repair the unit or, at our option, replace it. Warranty claims are handled by repair or replacement, not refund. Refunds for defects are only available under the 7-day arrival inspection above.

The warranty does not cover:

  • Damage from drops, impact, liquid, rough handling, or a power supply other than the one we ship with the unit.
  • Units that have been opened, modified, or repaired by anyone other than us.
  • Problems caused by operating system or firmware files you supplied, or by not having them.
  • Normal wear to keys, sliders, wheels, jacks, and finish, and the cosmetic imperfections described on the product page.
  • Damage that occurs while shipping the unit to us.

You pay to ship the unit to us using a tracked, insured service, packed as it was shipped to you. The unit is your responsibility until it reaches us. We pay to ship the repaired or replacement unit back to you. If we find no defect, we return the unit to you and charge the return shipping.

To make a claim, email info@oaksampler.com with your order number and a description of the fault. Do not ship the unit until we have replied.

After the warranty period, we offer repairs at cost. Email us for a quote.

Any implied warranties, including merchantability and fitness for a particular purpose, are limited to the 12-month duration of this warranty. Some states do not allow limits on how long an implied warranty lasts, so this limit may not apply to you. This warranty gives you specific legal rights, and you may have other rights that vary from state to state.

Questions

Email info@oaksampler.com before you order if anything here is unclear. We would rather answer a question up front than process a return.