Shipping & Returns Policy

30 Day Returns Policy

Audio-X is committed to customer satisfaction, if you receive any products that you are unhappy with for any reason, simply return it to us within the time frame listed below, in a new and unused condition and we will happily exchange or refund the product minus any shipping and a 15% handling fee charged.

Please note that all accessories and parts need to be included when goods are returned, in original packaging and with all stickers intact. If you are wanting to exchange or return boxed goods, they must be returned to Audio-X in the original unmarked packaging and the merchandise must be in “as new condition” should the packaging or merchandise be marked, damaged or in unsatisfactory condition there may be a chance that we will not exchange or refund the goods or a restocking fee of up to 20% of the purchase price may apply.

Note that headphones, in-ear or on-ear cannot be returned due to hygiene reasons.

*Refunds not applicable on sale and promotional items.

Exchanges (full price items) – 30 days from date of purchase

Sale items – No refund will be given unless goods are faulty.

Shipping Policy

Some items comes directly from the suppliers warehouse and can take a few days to be dispatched, this depends on the suppliers own shipping demands and time frames.

Outside of business hours during public holidays and weekends nothing will be shipped, as courier companies do not operate.

All orders paid by bank deposit (EFT) will be processed and shipped the day funds clear in our bank accounts. This usually takes up to two working days.

Pick ups welcome between business hours (Mon-Fri 9am-5pm and Sat 9am-12pm).

Return Process

If for any reason you would like to return your product to us please follow the simple steps below:

Contact Audio-X and request an Exchange & Return form

Pack all items with your invoice in the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.


Label the package with our returns address

Audio-X, 23 Blanc de Noir street, Oude Westhof, Cape Town, 7530

For security and peace of mind, we strongly suggest insured registered courier service as Audio-X is not liable for lost return parcels.

Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your exchange/refund as quickly as possible.

Audio-X will cover the cost of shipping the replacement product back to you (you will have to cover the cost of getting your original items sent back to our Cape Town location)

Faulty Items – Items Needing Repair

If you have a faulty item that you would like repaired, please follow the simple steps of a normal return as shown above.

Once received in our warehouse, we will inspect and send the goods to the manufacturer.

The manufacturer will then issue a refund or repair the goods. We aim to have your refund processed within 2 working days of receiving; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed.

Please allow approximately two weeks for the processing of your faulty return once received.

Return Terms & Conditions

Audio-X returns department operates Monday-Friday 9am to 5pm. Once your order is received in our warehouse, we will inspect and process the goods within 2 working days.

Please note that if you are wanting to exchange or return boxed goods, they must be returned to Audio-X in the original unmarked packaging and in good condition. If the items are being posted back, please ensure you pack them inside a satchel and do not attach anything to the outside of the original packaging.

Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not exchange or refund the goods or a restocking fee may apply. Audio-X will not refund the freight fee for items ordered incorrectly.

Received the wrong order?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you with the purchase price of the product within 10 days of the return.

Damaged Products

Should a product be damaged at the time of delivery, kindly notify us telephonically or via email, within 7 days of the delivery. These damages exclude misuse from negligence or incorrect setup once the product has been delivered (as stated below under “faulty products”)

We will arrange to collect the product from you at no charge.

Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

Faulty Products

  • The following will not be regarded as faulty/defective products and will not entitle you to a return:
  • Any faults resulting from normal wear and tear;
  • Any damage arising from negligence, user abuse or incorrect usage of the product;
  • Damage arising from electrical surges or sea air corrosion;
  • Damage arising from a failure to adequately care for the product;
  • Damage arising from unauthorized alterations to the product;
  • Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you; and/or
  • Signs of handling and/or repackaging.

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product.

You can do so contacting us telephonically or via email, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice arrange repair or replacement (if such repair is possible / we have the same product in stock to use as a replacement).

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Audio X is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer.

Charges

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return.

Clearance Items & Demo Stock

No refunds will be given on Demo stock. All demo stock items will carry the manufacturer’s warranty, unless otherwise stated. Items may have scratches or minor surface defects and cannot be replaced.

Limitation Of Liability

Audio X’s maximum liability to our customers shall be limited to the amount that customer paid to Audio X for the products received. In no event shall Audio X or its suppliers be liable for any other direct or indirect or sequential damages.

If you have any further questions, please contact customer service on:
Audio-X Contact Us: 072 105 5288 / sales@audio-x.co.za