Warranty Policy

At MSM AV we value our customers and want to make your online shopping experience the best it can be. If anything goes wrong with your product, you should always contact our head office and we will do everything we can to help.

All products sold by MSM AV are covered by a 12-month warranty. This warranty is in addition to and does not exclude your rights guaranteed by Australian Consumer Law.

MSM AV is committed to resolving problems in a timely fashion to avoid inconveniencing our valued customers. For information on returning your product, please see the below information.

Returns Policy

Thank you for shopping with MSM AV. When making your purchase(s), the following conditions apply. The conditions of MSM AV’s Return Policy are in addition to other rights and remedies you may have as a customer under Australian Consumer Law (ACL).

Change of Mind

Please choose carefully as refunds are not provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere.

We recommend you carefully preview any orders before adding them to your cart and completing your purchase.

If your purchase does not suit your needs and it is within 30 days of delivery to you, we are happy to provide an exchange to a more suitable product of equal or greater value, provided you pay the difference.

RESTOCKING FEE – Please bear in mind that if your returned item can no longer be sold as brand new a 10%-30% restocking fee will apply.

Due to health and hygiene reasons, earphones and headphones can only be returned for an exchange or store credit if they are faulty.

Defective Products

If you have received your order with a defect or your product develops a fault within the first 30 days of delivery/collection to/by you, the first step is to contact our support team or visit one of our 6 retail stores with your defective item.

Provided the unit is deemed as a fault that is not the cause of misuse, neglect, damage, tampering with internal components or using products outside of their designated applications, MSM AV may simply exchange your unit for a new unit provided stock is available.

Please note: The 30 day replacement guarantee does not apply to customers who do not contact us within 30 days of delivery/collection. If you contact us after this period, we will offer you a remedy in accordance with your products warranty and your rights under Australian Consumer Law (ACL).

If your product is defective and outside of the first 30 days from delivery, your item is still covered under the manufacturer’s warranty and will need to be returned to us for service and repair. Please see further down for information on returning your product.

MSM AV reserves the right to assess all warranty returns, including returning the product to the manufacturers repair agent to determine the nature or cause of the problem.