Service & Returns

Warranty, Returns & Shipping

Coverage, returns, and dispatch information for products certified at 0.0000° latitude.

Last updated: Vernal Equinox 2026

The Equatorial Audio Magnetic Neutrality Warranty

Every Equatorial Audio product is calibrated, certified, and dispatched from our Quito facility at 0.0000° latitude. The Equatorial Audio Magnetic Neutrality Warranty (EAMNW) covers manufacturing defects, calibration drift, and certificate reissue for the duration specified by tier.

This warranty is not a refund policy. Magnetic neutrality cannot be undone, and a product that has left the equator and returned cannot be re-certified through any process known to current geophysics.

Warranty Coverage by Tier

Magnetic neutrality is a property of the conductor, not a guarantee against operator error. Coverage scales with tier.

Tropic

1 year

0–10°

Entry-tier coverage for manufacturing defects only. Excludes hemispheric bias accumulated through use above 30° latitude.

Meridian

3 years

10–25°

Covers the conductor, the Certificate of Magnetic Neutrality, and the original presentation packaging. Calibration drift covered if reported within 90 days of detection.

Equinox

7 years

25–45°

Includes annual recalibration credit at any Silver-rated dealer (25–45° latitude band). One transit reimbursement per calendar year for return-to-Quito recertification.

Zero-Point

Lifetime

0.0000°

Lifetime equatorial coverage. Owners are invited (but not required) to bring the unit to Quito each Calibration Recertification Day (1 April) for a complimentary recertification ceremony.

Coverage periods reflect the certified post-calibration interval during which a product's magnetic neutrality remains within published tolerance. Periods reset upon any unauthorised realignment, transit above 60° latitude, or exposure to a Kp ≥ 7 geomagnetic event. Tier names refer to the product tier — these are correlated with, but distinct from, customer latitude bands.

What is covered

+Manufacturing defects in the conductor, dielectric, connector, chassis, or alignment substrate, identified within the certified coverage period.
+Calibration drift exceeding ±0.0003° from the unit's certified bearing, when reported within 90 days of detection.
+Premature failure of cryogenic seals on Zero-Point units installed below 25° latitude.
+Certificate of Magnetic Neutrality reissue (one per unit, lifetime), in the event the original certificate is lost, faded, or rendered illegible by sustained UV exposure.
+Hemispheric realignment service for the first 90 days following purchase, available at any Platinum or Gold-rated calibration centre.

What is not covered

−Hemispheric bias accumulated through prolonged use above 45° latitude. We recommend the Power Lock conditioner for customers in northern latitudes.
−Damage caused by transit through latitudes above 60° (carrier dependent). We do not insure against polar trans-shipment.
−Coriolis-induced decoupling at high latitudes. Symptomatic of operator location, not product defect.
−Damage occurring during geomagnetic events of Kp ≥ 5, including but not limited to coronal mass ejections, geomagnetic substorms, and the South Atlantic Anomaly transit window.
−Tampering with the Certificate of Magnetic Neutrality, including unauthorised lamination, framing under non-Equatorial-spec UV-protective glass, or any rotation of the certificate from true 0°.
−Application of non-equatorial-grade contact cleaner, polish, or de-magnetisers to the conductor. These products void the certified neutrality immediately and irreversibly.

Returns & Refunds

All sales are final. Products aligned at our equatorial facility cannot be 'unaligned'. The magnetic neutrality achieved during manufacturing is a permanent physical property of the conductor's crystal lattice — returning a magnetically neutral product to a non-equatorial environment for evaluation would compromise the alignment we have guaranteed.

We do not offer trial periods, return windows, or restocking arrangements. Each Certificate of Magnetic Neutrality serves as your assurance of quality, and we stand behind it for the full warranty period.

Exception: Verified Defects

If a unit arrives with a verifiable manufacturing defect — confirmed by an authorised calibration centre within 30 days of delivery — we will replace it. Replacement units are dispatched from Quito and travel by the same equatorial-priority routing as the original.

Defective units must be returned in their original presentation packaging via Equatorial Audio's prepaid return service. We do not accept returns shipped through carriers that route packages through latitudes above 60°.

Shipping

All orders ship from our Quito facility (0.0000° N, 78.4678° W). Carriers are selected per shipment to minimise transit through latitudes above 60° — packages routed through polar hubs are repacked in a Faraday-lined transit case at additional cost, billed at carrier rate.

Free shipping is included for orders within the Platinum and Gold latitude bands. Silver, Bronze, and Provisional bands incur a hemispheric correction surcharge calculated at checkout.

Equatorial Transit Times

0–10°	Platinum	2 working days
10–25°	Gold	3–4 working days
25–45°	Silver	5–7 working days
45–60°	Bronze	8–12 working days
60°+	Provisional	Pending review

Geomagnetic delays: orders dispatched during a Kp ≥ 5 event are held at the Quito facility until conditions normalise. This is for the protection of the certified alignment, not customer inconvenience. Tracked shipments include a Kp index notation alongside the carrier waybill.

Register Your Product

Registration links your serial number to a verified location for warranty service. Coordinates are checked against the Equatorial Audio support envelope (±60°). Registration is optional; certificate validity is not affected.

Need to file a claim?

Warranty claims, registration questions, calibration drift reports, or shipping enquiries. Our equatorial support team is stationed in Quito and responds Monday through Friday, solar noon ±3 hours.

Contact Support