Your rights
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights, or any rights you have under the consumer laws of your own country.
Faulty, damaged or incorrect items
If your item is faulty, arrives damaged, or isn't what you ordered, please contact us at info@dmzaudio.com with your order number, a description of the problem and photos or video where possible. We'll assess it and arrange a repair, replacement or refund. If the problem is a major failure, you can choose a refund or a replacement. We handle any warranty claim with the manufacturer on your behalf, and we cover reasonable return shipping costs for faulty items.
If an item is damaged in transit, please let us know within 7 days of delivery where possible so we can lodge a claim with the carrier. This doesn't limit your rights for faulty items.
Change of mind
Due to the personal nature of audio equipment (IEMs, ear tips, etc.), we can't accept change-of-mind returns on opened or used products, so please check compatibility before purchasing. Unopened, unused products in their original condition and packaging may be returned within 14 days of delivery. Return shipping costs are the buyer's responsibility, and change-of-mind returns and cancellations incur a non-refundable 5% restocking fee.
Made-to-order and custom items
Items made or configured to your order (for example, custom cable terminations or lengths) can't be cancelled or returned for change of mind once production has started. Your rights for faulty items still apply.
International customers
This policy applies to orders worldwide. Where the consumer laws of your country give you additional rights, such as a right to cancel an online purchase within 14 days in the UK or EU, we will honour them.
Refunds
Approved refunds are made to your original payment method. We aim to process them within 5 business days of receiving and inspecting the returned item.
How to request a return
Email us at info@dmzaudio.com with your order number and the reason for your return, and we'll guide you through the next steps.
