Warranty Policy

At MSM AV we value our customers and want your online shopping experience to be the best it can be. If anything goes wrong with your product, please contact us and we will do everything we can to help.

All products sold by MSM AV are covered by a 12-month warranty. This warranty is in addition to, and does not exclude, your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

As the seller, MSM AV handles warranty and consumer-guarantee claims directly and is committed to resolving problems quickly.

Change of mind

Change-of-mind returns are covered by our 30 Day Easy Returns policy. In short: unopened items in perfect condition can be returned within 30 days of delivery for a refund, exchange or credit; opened items may be accepted at our discretion for exchange or store credit only.

RESTOCKING FEE – If a returned item can no longer be sold as brand new, a 10–30% restocking fee applies. This fee does not apply to faulty items.

For health and hygiene reasons, earphones and headphones can only be returned for a remedy if they are faulty.

Defective products

If your order arrives with a defect, or your product develops a fault within the first 30 days of delivery or collection, please contact our support team at info@msmav.com.au or on (03) 9436 9000.

Provided the fault is not caused by misuse, neglect, accidental damage, tampering with internal components or using the product outside its designated application, MSM AV will replace your unit with a new one (subject to stock) or refund you.

Please note: The 30-day replacement guarantee applies when you contact us within 30 days of delivery or collection. After this period we will still provide a remedy in accordance with our 12-month warranty and your rights under the Australian Consumer Law.

If your product develops a fault after the first 30 days, it is covered by our 12-month warranty and will need to be returned to us for assessment, repair or replacement. MSM AV may send a product to the manufacturer's authorised repair agent to determine the nature or cause of a fault.

Returns address: MSM AV Pty Ltd, Unit 26/2 Enterprise Dr, Bundoora VIC 3083.