Refund policy
RETURNS, CANCELLATIONS & PRE-ORDER POLICY
1. Right of Withdrawal – EU and Norway
Consumers located within the European Union and Norway generally have the right to withdraw from an online purchase within 14 days of receiving the goods, in accordance with applicable consumer protection legislation.
The customer must clearly notify us of their decision to withdraw before the withdrawal period expires.
Following notification of withdrawal, the goods must be returned without undue delay and no later than 14 days after the customer has notified us of the withdrawal.
2. Returns and Cancellations – United States
Returns by customers located in the United States are subject to this Returns Policy and any mandatory laws applicable to the customer.
Voluntary returns in the United States may be accepted in accordance with this Returns Policy.
Accepted returns are subject to the conditions in this policy concerning product condition, diminished value, return costs and the return process.
3. Product Inspection and Handling
Customers may inspect a product and establish its nature, characteristics and functionality to the extent reasonably necessary.
Handling or using a product beyond what is necessary for this purpose may result in diminished value.
For audio products, vehicle-specific enclosures and other installation products, diminished value may result from, for example:
-
installing the product in a vehicle
-
putting the product into normal use
-
drilling, screwing or otherwise creating permanent installation marks
-
cutting or shortening wires or cables
-
modifying connectors
-
gluing or otherwise permanently attaching the product
-
scratching, soiling or damaging the product
-
modifying the product or its components from their original condition.
Opening the product packaging alone does not automatically remove a statutory right of withdrawal.
4. Diminished Value
If a product has been handled beyond what is necessary to establish its nature, characteristics and functionality, the customer may be responsible for the resulting diminished value to the extent permitted by applicable law.
Any diminished value will be assessed on a case-by-case basis according to the actual condition and resale value of the product.
Diminished value may arise, for example, where:
-
the product has been installed or put into normal use
-
the product shows installation or usage marks
-
the product has been drilled, cut, glued or otherwise modified
-
wires or connectors have been modified
-
the product is scratched, dirty or damaged
-
parts or accessories are missing
-
damage to the packaging or other parts of the product package causes an actual reduction in the resale value of the product.
Depending on the condition of the product, the reduction in value may be significant.
If the customer's handling, use or modification has caused the product to lose its resale value entirely, the diminished value may, to the extent permitted by applicable law, amount to the full value of the product.
5. Custom-Made and Customer-Specific Products
The statutory right of withdrawal may not apply to products that are manufactured or modified specifically according to the customer's individual specifications or requirements, or which are clearly personalised.
Examples may include:
-
enclosures manufactured according to measurements individually supplied by the customer
-
enclosures manufactured differently from our standard product at the customer's request
-
products permanently modified according to the customer's individual requirements
-
other products manufactured specifically for an individual customer according to specifications that differ from our standard product range.
A product being designed for a particular vehicle model does not by itself make the product custom-made.
Likewise, manufacturing a product after an order has been placed or ordering components from a supplier specifically to fulfil a customer's order does not by itself remove the statutory right of withdrawal.
Where the statutory right of withdrawal does not apply because of the customer-specific nature of a product, this will be clearly communicated to the customer before the order is placed.
6. Audio Packages and Other Product Bundles
Audio packages may include vehicle-specific speaker or equipment enclosures, speakers, subwoofers, amplifiers, head units, wiring, connectors, mounting hardware and other components.
Where an audio package is sold as one product bundle, the entire package must be returned with all included products, parts and accessories when the order is withdrawn.
Returning an individual component from a bundle does not generally entitle the customer to a refund based on the normal standalone retail price of that component unless otherwise agreed.
If any component included in the package has been damaged, used, installed or modified in a way that causes diminished value, that diminished value may be taken into account when calculating the refund, subject to applicable law.
If a product bundle includes a product genuinely manufactured or modified according to the customer's individual specifications, the effect of that product on the right of withdrawal will be assessed on a case-by-case basis under applicable law.
7. Made-to-Order Products
A Made-to-Order product is a product that is manufactured, assembled or sourced after the customer places an order.
Made-to-Order products remain subject to the normal right of withdrawal unless the product falls within an exception provided by applicable law.
The fact that a product is marked “Made-to-Order”, manufactured after the order is placed or ordered from a supplier specifically to fulfil the customer's order does not by itself remove the customer's statutory right of withdrawal.
Where a Made-to-Order product is manufactured or modified according to the customer's individual specifications, the custom-made product provisions described in Section 5 may apply.
8. Pre-Order Products
A Pre-Order product is a product that is not immediately available for dispatch when the order is placed and is expected to be delivered at a later date.
The product page will state an estimated delivery time, estimated availability date or other delivery estimate for the Pre-Order product.
Customers should review the estimated delivery information shown on the product page before placing an order.
For Pre-Order products, the product-specific delivery time or delivery estimate displayed on the product page at the time the order is placed applies instead of the general delivery estimate for products that are in stock.
For example, where a product page states “Pre-Order – Estimated delivery November 2026”, the product is not intended to be delivered according to our normal in-stock delivery schedule. Delivery is expected according to the estimate stated for the Pre-Order product.
Pre-Order delivery dates are estimates
Where a delivery date or delivery period is expressly described as estimated, it is an estimate and not a guarantee that delivery will take place on a specific date.
Estimated delivery times may change due to circumstances such as manufacturer or supplier schedules, production delays, material availability, international transportation, customs clearance or other supply-chain factors.
If we become aware of a material change to the estimated delivery time, we will endeavour to inform the customer of the updated estimate without undue delay.
An estimated delivery time, or a change to that estimate, does not remove or limit any mandatory rights the customer may have under applicable consumer protection legislation in the event of delayed delivery.
Pre-Orders and the right of withdrawal
Selling a product as a Pre-Order does not by itself remove any statutory right of withdrawal.
Pre-Orders placed by EU and Norwegian consumers remain subject to applicable mandatory consumer protection legislation concerning withdrawal and delayed delivery.
Where a Pre-Order product is also manufactured or modified specifically according to the customer's individual specifications, the right of withdrawal will be assessed separately under the custom-made product provisions and applicable law.
Orders containing multiple products
If an order contains both in-stock products and Pre-Order products, the products will be dispatched together once all products in the order are available, provided this has been communicated to the customer before the order is placed.
9. Product-Specific Delivery Estimates
Product-specific delivery times, availability information and delivery estimates may differ from the general delivery times stated elsewhere on our website.
Where a product page clearly displays a product-specific delivery time or estimated delivery time when the order is placed, that product-specific information applies to the delivery of that product instead of the general delivery estimate.
Examples may include:
-
“Estimated delivery 2–4 weeks”
-
“Estimated delivery November 2026”
-
“Pre-Order – Estimated delivery December 2026”
-
“Made-to-Order – Estimated delivery time 3–5 weeks”.
Product-specific delivery information displayed on the product page at the time the order is placed forms part of the information provided to the customer before purchase.
Where a delivery time is expressly stated to be an estimate, the actual delivery time may be shorter or longer than the estimate.
If the estimated delivery time changes materially, we will endeavour to provide the customer with an updated estimated delivery time.
Product-specific delivery estimates do not limit any mandatory rights the customer may have under applicable consumer protection legislation in the event of delayed delivery.
10. Condition of Returned Products
Returned products must be carefully packaged for transportation.
All parts, accessories, wiring, mounting hardware and other components originally supplied with the product must be included in the return.
Where the condition of the product, missing components or handling by the customer has caused diminished value, the diminished value will be assessed on a case-by-case basis.
11. Return Process
Customers must notify our customer service team of a withdrawal or return request.
For EU and Norwegian customers exercising a statutory right of withdrawal, the goods must be returned without undue delay and no later than 14 days after notifying us of the withdrawal.
Customers must follow our reasonable return and packaging instructions.
Failure to follow return instructions does not by itself remove a customer's statutory rights. However, the customer may be responsible for damage or diminished value resulting from inadequate packaging or other handling for which the customer is responsible.
12. Return Shipping Costs
The customer is responsible for the direct cost of returning goods following a withdrawal unless otherwise agreed or required by mandatory applicable law.
Customers will be informed of their responsibility for return costs before placing an order.
Return costs relating to defective, damaged or incorrectly supplied products are subject to applicable consumer protection legislation.
13. Refund of Original Delivery Costs – EU and Norway
Where a statutory right of withdrawal is exercised, the customer will be refunded the amount paid for the product and the original standard delivery costs as required by applicable law.
If the customer selected a delivery method more expensive than our least expensive standard delivery option, such as express shipping, the additional delivery cost exceeding the cost of our least expensive standard delivery method will not be refunded.
14. Uncollected and Refused Deliveries
Failing to collect a parcel or refusing delivery does not by itself replace the customer's obligation to notify us of withdrawal where such notification is required.
Where a shipment is returned to us because it was not collected or was refused, any costs charged to the customer or deducted from a refund will be determined according to applicable law and the actual costs incurred by us.
15. Defective, Damaged or Incorrect Products
The statutory right of withdrawal described in this policy is separate from the customer's legal rights relating to defective goods.
If a product is defective, damaged during delivery or an incorrect product has been supplied, the customer should contact our customer service team without undue delay.
Nothing in this policy limits the customer's rights under mandatory consumer protection legislation in relation to defective or incorrectly supplied goods.
16. Refunds
Where an EU or Norwegian customer exercises a statutory right of withdrawal, the refund will be made without undue delay and within the period required by applicable law.
For sales of goods, we may, to the extent permitted by applicable law, withhold the refund until we have received the returned goods or the customer has provided reliable evidence that the goods have been sent back.
Any diminished value for which the customer is legally responsible may be deducted from the refund in accordance with applicable law.
Unless expressly agreed otherwise with the customer, refunds will generally be made using the same payment method used for the original transaction.
17. Mandatory Consumer Protection Laws
Nothing in this policy limits any rights granted to consumers under mandatory consumer protection legislation applicable to them.
Consumer sales to Finland and other European Union countries are subject to applicable EU and national mandatory consumer protection legislation.
Consumer sales to Norway are subject to applicable mandatory Norwegian consumer protection legislation.
For sales to customers in the United States, this policy applies only to the extent that it does not conflict with mandatory laws applicable to the customer.