We fully support every product we sell. If you decide to return or exchange an item, please be advised of the following limitations and restrictions:
Special orders. Many of the items that we sell are made to order, according to your specifications. Please email us with any questions before placing a special order! All special orders, including modifications, are final. DIY accessories (e.g. internal USB cards, clocks) are delicate and can be damaged without proper care in installation and therefore are also not able to be refunded. If in doubt, please contact us to ask! There are no cancellations or refunds available for these items.
30-day return policy. We will accept returns or exchanges for up to 30 days, timed from the day we ship your order. Items need to be returned via registered, insured post to Crux Audio at your cost within 30 days of the shipment date. Returned items must be in the original packaging and include any manuals, cabling and accessories in original condition. Crux Audio will not be held responsible for lost or damaged items, so please insure your returns accordingly.
Returns and exchanges are subject to a 15% restocking fee. We may, at our sole discretion, waive a restocking fee, but only for store credit to be used towards future purchases. Please note that 'free shipping' provided on your original order is not free for us. Therefore original shipping fees are never refunded on returns and they are always deducted from the refund inclusive of us offering free shipping on the original sale. Should you return items that were placed using a promotional code, discount or offer, you will not be refunded for the amount of the code, discount or offer, as these discounts were deducted from the original purchase amount.
Fees waived for defective merchandise. If it is determined that your item is not working due to a malfunction or defect, we will handle your exchange with professionalism and care. Shipping fees will be refunded in these situations, and no restocking fees will apply. In some cases, we may need to send your unit back to a manufacturer for a repair or replacement. We realize that your music is important, and in some cases we can provide an advance replacement unit if available. However, please be advised that you will need to pay for the advance replacement, and we will refund that amount once the defective item has been received and verified by us and/or the manufacturer. We honor all manufacturer's warranties. Should your component require service after the warranty period has expired, please contact us so we can assist.
So for a quick recap - we do not accept returns for refund or account credit of:
- Any special order or DIY accessory
- Any items returned more than 30 days after the shipment date.
- Any items that are not in their original condition, or are damaged, or are missing parts or packaging.
We will notify you via email of your store credit once we have received and processed your returned item. Refunds will be made within 10 business days of Crux Audio receiving and assessing your returned items.