Congratulations on your purchases of a quality EXTNIX Infotainment System and/or accessories! You're joining thousands of satisfied customers who enjoy & experience the benefits of the products we distribute. In the unlikely event that some technical difficulty arise with you purchase, be assured that we are the most anxious to see that the problem is quickly rectified to your satisfaction. Please familiarise yourself with the following simple conditions of our warranty, returns, refunds and terms or service..
1. Customer Responsibility — Confirm Fitment Before Purchase
It is solely the customer’s responsibility to confirm that the product is suitable for their specific vehicle prior to purchase.
Vehicle trim levels, factory options, prior modifications, and production variations may affect compatibility. Customers must contact us before purchasing if unsure about fitment.
Returns will not be accepted where incompatibility could reasonably have been confirmed prior to purchase, unless the product is proven to be incompatible with the advertised vehicle application.
2. Return Requests & Timeframes
All return or refund requests must be submitted within 30 days of the purchase date, unless the product is confirmed to be faulty under warranty or Australian Consumer Law (ACL).
Requests submitted after 30 days may be refused or, if approved at our discretion, will incur a 25% restocking fee.
3. Non-Fault Returns (Change of Mind, Incorrect Orders, Not Happy With Fitment)
Returns for the following reasons are classified as non-fault returns:
- Change of mind
- Incorrect orders
- Installer refusal
- Customer dissatisfaction with fit, appearance, or installation outcome
If approved, all of the following conditions must be met:
- Product must be unused, uninstalled, and in resaleable condition
- Returned in original packaging with all accessories and manuals
- Customer is responsible for:
- Removing the product (if installed)
- Secure repackaging
- All return shipping costs using a trackable service
Original shipping fees are strictly non-refundable.
All returned items are inspected and tested prior to refund approval.
Approved refunds are processed within 14 business days of inspection.
4. Installer Opinion Does Not Constitute Fault or Incompatibility
Returns or refunds will not be approved solely because an installer states that:
- the product will not fit, or
- the installer refuses installation,
unless there is verified evidence of genuine product defect or incompatibility with the advertised vehicle application.
Installer refusal due to preference, lack of familiarity, time constraints, or unwillingness to perform standard trim removal or dash modification does not constitute grounds for return.
5. Restocking Fees
Where non-fault returns are approved:
-
10% restocking fee applies to:
- Incorrect orders
- Order cancellations after dispatch
- Re-shipping cancellations
-
25% restocking fee applies to:
- Late return requests after 30 days (if accepted)
Fees are deducted from the refundable amount.
6. Damaged, Used or Incomplete Returns
If returned items are:
- Damaged
- Missing components
- Not in original packaging
- Showing signs of installation, wiring, scratches, or use
We reserve the right to:
- Refuse the return entirely, or
- Issue a reduced refund reflecting depreciation, repair, or missing components.
⚖️ WARRANTY REPAIR POLICY
7. Initial Troubleshooting & Assessment
If a customer reports a problem, we will first attempt to diagnose and resolve the issue through correspondence, which may include requests for photos, videos, and troubleshooting steps.
If the issue cannot be resolved remotely, we may require the product and/or components to be returned for inspection, repair, or replacement.
8. Warranty Period & Eligibility
Warranty claims must be made within the applicable warranty period from the original purchase date, unless otherwise stated in writing.
Warranty covers defects in materials or workmanship under normal use and correct installation only.
9. Return Authorisation Required
Customers must obtain written return authorisation before sending any products back.
Unauthorised returns may be refused and returned at the customer’s expense.
All requested components (including wiring harnesses and accessories) must be returned as instructed.
10. Labour & Shipping Costs
Unless required under ACL:
- Customers are responsible for all labour costs related to removal and reinstallation.
- Customers are responsible for all return shipping costs for warranty assessment, repair, or replacement, using a trackable service.
Outbound shipping of repaired or replacement items will be arranged by us unless otherwise advised.
11. Repair or Replacement Process
Once received, products are inspected and tested to verify the reported fault.
If a warranty fault is confirmed, we will, at our discretion and subject to ACL, repair or replace the faulty component and dispatch within 7 business days of assessment (subject to parts availability).
If no fault is found, or the issue is installation-related, vehicle-related, or user-related, the product will be returned at the customer’s expense.
12. Advance Replacement & Security Deposit
If an advance replacement unit is requested before the faulty unit is returned, a security deposit equal to 50% of the unit purchase price is required.
The faulty unit must be returned within the specified timeframe and must present the reported fault.
- If the fault is confirmed and no physical or liquid damage is present, the security deposit will be refunded in full within 3 business days of assessment.
- If no fault is found, or damage, misuse, incorrect installation, or modification is identified, the warranty will be void and the security deposit will be forfeited.
13. Warranty Exclusions
Warranty does not cover faults or damage caused by:
- Incorrect installation or wiring
- Vehicle electrical faults or voltage irregularities
- Any damage due to Vehicke use under extreme conditions
- Physical damage, liquid ingress, or corrosion
- Product modification
- Software corruption caused by third-party apps or firmware
- Normal wear and tear
14. Software Updates & Support Scope
Some issues may be resolved through software or firmware updates. Customers are responsible for installing recommended updates.
We provide technical support for base system software only.
Warranty applies to hardware components and supplied wiring harnesses only and does not cover:
- Third-party applications
- Mobile phone software issues
- App compatibility or updates beyond the head unit hardware
15. Australian Consumer Law (ACL)
Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law (ACL).
Where a product failure constitutes a major failure under ACL, the customer is entitled to a replacement or refund and compensation for reasonably foreseeable loss or damage. For non-major failures, we may elect to repair or replace the product.
We appreciate your understanding and cooperation. If you have any questions or concerns, please feel free to contact us.
Thank you.