Refund policy

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law.

Major failure

A product has a major failure when it:

• would not have been bought by a reasonable consumer who knew about the problem
• is significantly different from its description
• is substantially unfit for its normal purpose and cannot easily be made fit
• is unsafe

Where there is a major failure, you choose a refund, a replacement, or to keep the goods and seek compensation for the drop in value.

Minor failure

Where the failure is minor, we may choose to repair the goods within a reasonable time. If we cannot or do not repair them within a reasonable time, you may seek a refund or replacement.

Change of mind

Consumer guarantees do not apply to change of mind. We accept change-of-mind returns on the following terms:

• Returns must be requested within 14 days of delivery
• Goods must be unused, in original undamaged packaging, with all accessories and manuals
• You pay return freight
• A 15% restocking fee applies, deducted from your refund
• Refunds are issued to the original payment method within 5 business days of us receiving and inspecting the goods

Change-of-mind returns are not accepted on special-order or indent items.

Goods must reach us in resaleable condition. We recommend insuring the return — items damaged in transit back to us cannot be refunded in full.

Faulty or damaged goods

Email enquiries@cerwinvega.com.au with your order number, a description of the fault, and photographs. We will respond within 2 business days.

Where goods are faulty, we pay return freight. For large or heavy items we will arrange collection — do not send freight items back without contacting us first.

Damage in transit

Inspect your delivery before signing.

• Visible damage — note it on the carrier's paperwork before signing, and photograph it. Signing a clean receipt for visibly damaged freight makes a carrier claim very difficult.
• Concealed damage — report within 7 days of delivery, with photographs.

Claims outside these windows may be refused by the carrier, which limits what we can recover on your behalf.

Car audio purchased from a stockist

Car audio can be bought from this website or from an authorised stockist. If you bought car audio from a stockist, your returns and warranty claim is with that stockist, who is the supplier for Australian Consumer Law purposes. We will help put you in touch if needed. If you bought car audio from this website, this policy applies in full.

Making a claim

We do not offer a separate manufacturer's warranty. Your protection comes from the Australian Consumer Law consumer guarantees set out at the top of this policy, which apply automatically and cannot be excluded.

These guarantees are not limited to a fixed number of months. They last for a reasonable period, judged on the price and nature of the product and what a reasonable buyer would expect. A premium loudspeaker is expected to last considerably longer than an inexpensive one.

How to make a claim

Email enquiries@cerwinvega.com.au with:

1. Details of the fault or damage
2. Photographs of the fault or damage
3. Your invoice or order number as proof of purchase
4. Any other details we reasonably need to assess the claim

Photographs are required before we can arrange a repair, replacement or refund.

We will provide return instructions. Please follow them — we cannot accept returns that have not been authorised first, particularly for freight items, where an unannounced return may be refused by the carrier.

Where a consumer guarantee has not been met, we arrange and pay for return freight. For large items we organise collection.

If returned goods are found to be in full working order, we may ask you to cover the freight costs we incurred.

Where the consumer guarantees do not apply

The consumer guarantees do not cover a product that has failed because of how it was used rather than because of a fault in the product. In particular, goods are not treated as failing the acceptable quality guarantee where the damage results from:

• Installation, operation or maintenance contrary to the manufacturer's instructions or specifications
• Misuse, abuse, physical alteration, unauthorised repair, or use of incompatible accessories
• Incorrect voltage, power surges, water, corrosion, fire, storm, vermin or other external events
• Operating the product beyond its rated power handling, or at an impedance outside its specification. This is the single most common cause of speaker and amplifier failure
• Normal wear and tear

This reflects section 54(6) of the Australian Consumer Law. It does not limit your rights where a product is genuinely faulty — if you are unsure, contact us and we will assess it.

Contact

Cerwin Vega Australia
Email: enquiries@cerwinvega.com.au