Return, Refund, and Exchange Policy

At Rock on AV, we strive to ensure your complete satisfaction with your purchase of high-end, high-fidelity audio video products. Please read our policy carefully to understand your options and responsibilities when making a return, seeking a refund, or exchanging a product.

1. Returns

1.1 Eligibility for Returns:

• You may initiate a return within 30 days of the date of delivery.

• To be eligible for a return, items must be in their original condition and packaging, including all accessories and Manuals.

• For products that are deemed to be defective, RockOnAV will cover the shipping cost. We will give you the option of a replacement or a full refund.

1.2 Non-Returnable Items:

• Custom-built or personalized products.

• Products that have been installed, used, or altered from their original condition.

• Items without original packaging or missing accessories.

1.3 Return Process:

• Contact our Customer Service team at sales@rockonav.com or call (949) 200-7500 to initiate a return.

• Provide your order number, contact details, and reason for return.

• Our team will provide you with a Return Merchandise Authorization (RMA) number and instructions for shipping the product back to us.

• When returning an item, please ensure the RMA number is clearly written on the shipping label.

• The merchandise should be in like-new condition. No physical damage or cosmetic wears.

• The item is placed back on its original box; no marks or writing on it. It should also include all the accessories that came with the package.

• The manuals and documents i.e. warranty cards and prints are in good condition; no creases or folds.

• Ensure the box is properly sealed and secured. Remove any other labels on the box except the return shipping label.

1.4 Return Shipping:

• Customers are responsible for return shipping costs unless the return is due to a defective product or an error on our part.

• We recommend using a trackable shipping service and purchasing shipping insurance for returns.

1.5 Inspection and Refunds:

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Physical or cosmetic defects must be reported within 3 days after receipt, or they will become the buyer’s responsibility.

• If approved, refunds will be processed to the original method of payment within 5-7 business days.

2. Refunds

2.1 Refund Eligibility:

• Refunds are issued for returned items that meet the eligibility criteria outlined in our Returns section.

• Shipping and handling charges are non-refundable, except in cases of defective products or shipping errors.

2.2 Refund Process:

• Refunds are typically processed within 5-7 business days after the returned item is received and inspected.

• You will receive an email notification once your refund has been processed.

• You have the option to return the product within 30 days for a refund, exchange, or store credit. You may use your store credit to purchase another item from our store.

3. Exchanges

3.1 Exchange Eligibility:

• You may request an exchange for a different product within 30 days of delivery.

• Exchanges are subject to product availability and must meet the same conditions as returns.

3.2 Exchange Process:

• Contact our Customer Service team to request an exchange and receive an RMA number.

• Return the original item as per our return instructions and place a new order for the desired exchange item.

• The cost difference, if any, will be charged or refunded accordingly.

4. Exclusions and Exceptions

4.1 Exclusions for Returns or Refunds:

• Any special handled items or high-value merchandise, such as bug screen televisions, floor speakers, large subwoofers, and large A/V furniture may not be covered in this policy.

• The following items are not eligible for return or exchange:

** Headphones and in-ears due to hygienic concerns.

** Turntables are non-returnable unless deemed defective and for exchange only.

** Cables that have been altered; cut or terminated.

** Products with a different serial number from the one shipped or in the packaging.

** Final sale items.

** Special or custom ordered items.

** Open-box items.

5. Warranty

5.1 Warranty:

• All products sold by RockOnAV are covered by manufacturer warranties. For warranty claims or issues beyond our return policy period, please refer to the manufacturer’s warranty information provided with your product.

At RockOnAV, we reserve the right to refuse returns or charge restocking fees if the items are not returned in a like-new

condition. Reasons for refusal or restocking fees may also include serial number mismatch, missing parts, improper

packaging, heavy use, or physical damage / cosmetic wear. Failure to adhere to our return policy may affect the process

and can cause delays on the refund or exchange.

6. Contact Us

If you have any questions about our return, refund, and exchange policy, please contact our Customer Service team at sales@rockonav.com or call (949) 200-7500. We are here to assist you and ensure your experience with RockOnAV exceeds your expectations.