Returns, Refunds & Warranty Policy
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.
Exchanges (Incorrect Product, Colour or Variant Ordered)
If you ordered the wrong product, colour or variant, we can exchange it provided the item is unused, uninstalled and returned in its original packaging with all accessories. The customer is responsible for return shipping to us, the cost of re-shipping the replacement item, and a $20 administration fee. Any price difference between items will be charged or refunded. The replacement will be dispatched once the returned item has been received and inspected and all charges have been paid.
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 (excluding exchanges, which are covered in section 3):
-
10% restocking fee applies to:
- Change of mind
- Order cancellations after dispatch
- Re-shipping cancellations
-
25% restocking fee applies to:
- Late return requests after 30 days (if return is 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.
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. The warranty period for each product is shown on its product page.
Warranty covers defects in materials or workmanship under normal use and correct installation only.
This warranty is provided by Extreme Electronix Pty Ltd trading as EXTNIX, 10/85 Cooper St, Campbellfield VIC 3061 · 1300 096 212 · support@extnix.com.au.
9. Return Authorisation Required
Customers must obtain written return authorisation before sending any products back. We request product pictures as part of our return and refund process.
Unauthorised returns will be refused and returned at the customer's expense.
All requested components (including wiring harnesses and accessories) must be returned as instructed.
Return Deadline: Once a return is authorised, the product and all requested components must be shipped back within 10 business days of the authorisation date, using a trackable service, and the tracking number must be emailed to support@extnix.com.au. If you need more time, you must contact us in writing before the deadline.
If the product is not shipped within 10 business days and no extension has been agreed in writing, the warranty claim will be closed and the EXTNIX express warranty for that unit will be void. This does not affect your rights under the Australian Consumer Law.
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, including all requested components, must be shipped back within 10 business days of the replacement unit being dispatched, using a trackable service.
- Fault confirmed, no physical or liquid damage: the security deposit is refunded in full within 3 business days of assessment.
- No fault found, or damage, misuse, incorrect installation or modification identified: the security deposit is forfeited and the EXTNIX express warranty is void.
- Faulty unit not returned within 10 business days (and no extension agreed in writing): the security deposit is forfeited, the EXTNIX express warranty on both the original and replacement unit is void, and the replacement unit will be treated as a purchase. We may charge the remaining balance of the replacement unit's price.
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 Vehicle 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)
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.
The EXTNIX warranty is provided in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies those rights.
We appreciate your understanding and cooperation. If you have any questions or concerns, please contact us on 1300 096 212 or support@extnix.com.au.
Thank you.