We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
30 Day Easy Returns
Within 30 days of receiving your order you may return it to us (providing it is unopened and in perfect condition) for a refund, exchange or credit. Items that have been opened (even if unused) may be accepted back at our discretion for store credit or exchange only. Please note that we cannot accept returns of some items such as headphones, turntable cartridges, styluses, consumables etc. Any items damaged due to reasons not covered under warranty cannot be accepted back for refund under our 30 Day Easy Returns policy. It’s the customer’s responsibility to return items back to us (associated shipping fees are not refundable). Returns must include any products bundled with the purchase (such as bonus items, vouchers etc).
To start a return, you can contact us at info@msmav.com.au. Please note that returns will need to be sent to the following address: 10 Hessel Ave, Doreen VIC 3754
Order Number
Serial Number
Brand
Model
Detailed description of fault
Please note that returns will need to be sent to the following address: 10 Hessel Ave, Doreen VIC 3754
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@msmav.com.au.
Is my gear faulty?
If the product you have purchased from MSM AV has a manufacturing fault, MSM AV will facilitate the repair or replacement under the warranty provided by the Australian distributor of that product. If the item is DOA (dead on arrival) or develops a fault that is covered by the warranty within 30 days from the delivery date we will replace the item immediately with a new one.
When starting out with any new piece of technology, it is of utmost importance that you read the manual and setup instructions to ensure you understand how to properly and safely operate your gear. Commonly we find that equipment is not faulty but rather is being incorrectly used, so please be sure to check the basics before returning your gear:Check leads, plugs and connectionsRead the manualView manufacturer websites for any updates on product manuals, features or firmware updatesIf returning something as DOA / under warranty, please return it with full packaging to the best of your ability
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@msmav.com.au.
Things to remember…
Most distributors require that any units repaired under warranty must have a proof of purchase, so hold into your receipt and keep it safe.
MSM AV does not accept liability for returned goods damaged in transit, so pack your returned goods carefully. Always keep original boxes for your equipment so you can safely move or send your unit for repair. If you do need to send the unit back without the original packaging, make sure it is packed and padded securely as damage can occur to poorly packaged returns.
