Return, Refund, and Exchange Policy

At RockOnAV, we are committed to ensuring your complete satisfaction with your high-fidelity audio and video purchases. If you are not fully satisfied, we offer a 30-day return policy, subject to the following conditions:

1. Returns & Eligibility

✅ Return Window: Returns can be initiated within 30 days of delivery.
✅ Condition: Items must be unused, in original packaging, and include all accessories & manuals.
✅ Defective Products: If the item is defective, we will cover return shipping and offer a replacement or full refund.

1.1 How to Initiate a Return: 

Contact sales@rockonav.com or call (949) 200-7500 with your order details.

We will provide a Return Merchandise Authorization (RMA) number and shipping instructions.

Clearly label the package with the RMA number and ensure it is securely packed.

1.2 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 highly recommend using a trackable shipping service for returns.

1.3 Inspection & Refunds: 

  • Once received, we will inspect the item and notify you of refund approval or rejection.
  • Approved refunds will be processed within 5-7 business days to the original payment method.
  • Physical or cosmetic defects must be reported within 3 days of receipt.

2. Partial Refund Policy (20% Restocking Fee)

Certain brands and product categories are subject to a 20% restocking fee if returned within 30 days:

  • Grimm Audio, Aurender, Audma
  • Custom installation items (if installation has not been performed)
  • Discontinued, open-box, blemished, and refurbished items
  • Sale items & products sold at or below 15% off MSRP
  • Products priced at $9,499 or above

3. Exchanges

Exchange Window: Exchanges are accepted within 30 days of delivery, subject to product availability. 

Process: Contact us for an RMA number, return the original item, and place a new order.

Cost Difference: Any price difference will be charged or refunded accordingly.

4. Non-Returnable & Special Handling Items

4.1 Non-Returnable Items:

  • Custom-built or personalized products
  • Installed, used, or altered items
  • Items missing original packaging or accessories
  • In-ear headphones (due to hygiene concerns)
  • Turntables (only eligible for exchange if defective)
  • Cables that have been cut or altered
  • Products with mismatched serial numbers
  • Final sale, special order, and custom-built items
  • Open-box items

4.2 Special Handling Items: 

Large items such as big-screen TVs, floor-standing speakers, subwoofers, and AV furniture may have additional return restrictions.

5. Warranty

All products sold by RockOnAV are covered by manufacturer warranties. If your product develops an issue after the return period, we’re happy to connect you with the proper support channels.

6. Contact Us

For any return, refund, or exchange inquiries, please reach out to us:

Email: sales@rockonav.com
Phone: (949) 200-7500

We appreciate your business and look forward to providing you with exceptional service and high-quality AV products!