We fully support every product we sell! Our shipments are carefully inspected and packed before shipment to ensure your enjoyment. In the event you are not satisfied with your purchase and decide to return or exchange an item, please be advised of the following return policy:
We offer a 15-day money back guarantee on most equipment (excluding special orders and some accessories).
Please note that all sales during the holiday season (purchased with a discount code) are considered a special order and are final.
Special orders. Some of the items that we sell are made to order, and modified 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 once your order has been placed with the manufacturer.
15-day return policy. We will accept returns or exchanges for up to 15 days, timed from the day we ship your order. Please do not be surprised or offended when we ask for a detailed explanation for the return. We need to understand why you are returning the item, so we can continue to offer you good customer service. We also provide your feedback to our manufacturers, so they can be aware of any product issues.
Please note that using any device on a voltage or frequency that is not appropriate may cause damage to the unit and greatly increases the risk of bodily harm or even fire. Crux Audio cannot be held responsible for damage to a unit that is not used with its proper voltage. We will also not be able to provide you with warranty service or a replacement unit. If you are in doubt, please ask before plugging in the unit.
Audio cables must also be handled with care when connecting them to your system. Please be aware that the tabs for dCBL-CAT7 cables in particular are sensitive. Please do not force your cables. Broken tabs on audio cables will incur a repair and shipping cost.
Returned items must be in the original packaging and include any manuals, cabling and accessories in original condition. It must arrive in re-saleable condition. If it is not, then at our discretion your return will either (1) not be accepted, or (2) your refund will reflect the cost of replacing those missing items, repair, and includie the cost of shipping the missing items to us from the manufacturer.
Items need to be returned via registered, insured post to Crux Audio at your cost within 15 days of the shipment date. We strongly recommend that you use FedEx or UPS to insure safe delivery. Crux Audio will not be held responsible for items that are lost, stolen or damaged in transit, so please send your returns accordingly.
If your return package is deemed acceptable after inspection, we will refund you within 10 days or the return, or exchange the returned item.
If you received free shipping as part of your order, the initial shipping fee will be deducted from your refund. Should you return items that were purchased with 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.
Returns and exchanges may be subject to a restocking fee. We reserve the right to impose a restocking fee at our discretion for any returned item that is damaged, cosmetically dinged or missing accessories. Please also note that if defective merchandise proves to be non-defective upon inspection, or if we otherwise determine that a customer is exercising chronic abuse of the return policy, then a restocking fee will be charged at our discretion.
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. We will absorb the shipping costs in the case of defective merchandise via USPS. 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 to you 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.
If you are experiencing problems/difficulties with your merchandise, please contact us before returning any items as we may be able to help you resolve any issues.
Trade-ins. Please contact us if you are interested in upgrading your units. Trade-ins are accepted at our discretion. Please do not be surprised or offended when we require that the trade-in unit arrive to us and be inspected prior to shipping out your new unit. We need to ensure that it is suitable for resale. Please note that trade-ins only apply for purchase of full price items.
For international customers
- Due to the extreme cost of shipping products internationally, should you receive a defective unit, we will not pay for the return shipping of the item back to us. All costs related to shipping an item for a return to and from us must be covered by the customer.
- Customers who refuse or abandon shipments will be charged all fees that we incur to retrieve your package.