Returns and Refunds

Cancelling Your Order

If you change your mind after placing an order and your goods have not yet shipped, you may be able to cancel your order. Please email us immediately at 5corecustomercare@gmail.com, quoting your order number and stating your wish to cancel your order.

If you have already received your order, you will need to return all the items in the order, please read the below section titled “Returns – Changed Your Mind”.

 

 

Returns – Damaged & Faulty 

If you have received an item that is damaged, is not what you ordered, or is missing parts, then please email us immediately at 5corecustomercare@gmail.comInclude photographs of the issue before returning any goods so we can WORK out the best action to take.


Faulty product – within 7-days of receiving

If your product develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 7-days of receiving the goods, then please email us at 5corecustomercare@gmail.com, quoting your order number, attaching a photo of the product and the fault details. You can let us know whether you want a refund, repair or replacement. We will arrange collection and cover the costs for collecting, repairing and returning the product to you.

 

Faulty product – after 7-days of receiving
if your product develops a fault after the initial 7 days period you will need to contact the manufacture and make a warranty claim. Please note the warranty period will vary by product.

If you cannot find warranty information please get in touch and we will point you in the right direction.

Please note that, we cannot accept product returns:

  • Without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it (we can provide a new box at a cost of 25% of the product).
  • If the product has been damaged through miss-use or shows signs of being tampered, customised, or altered in any way.
  • Is in any condition that we deem renders the item unsaleable.

 

All products purchased directly from our website will fall under our full warranty policy. We offer 12-month warranty as standard and full refunds or replacement if your item arrives unusable or defective. Warranty covers internal computerised part of the board, namely the Microchips, MotherboardBattery, Bluetooth, Voice Coil, Cones and IC/TRANSISTORS are NOT covered.

All faults must be reported within 48 hours of receipt of product for repair or exchange. Any faults reported after 48 hours of delivery confirmation will need to be inspected by our technicians before a decision on warranty claim can be made. This can take up to 10-20 working days.

 

NOTE: WARRANTY DOES NOT COVER BURNT SPEAKERS OR DELIVERY DAMAGE.

If the exterior of your product is damaged or the internal Voice Coils are burnt your warranty is void. We can quickly and easily see where a product has been burnt/bent due to overload watts. Burnt speakers orbody damage isn’t covered under warranty repairs. You will be liable to pay the shipping costs to return your product back to us if the damage isn’t covered under warranty. We will quote for repair costs once our technicians have conducted diagnostics on your product.

If the product comes back to us reported faulty and it just needs no repairs, you will be liable for postage both ways or 50% of the product value, whichever is higher.

 

Returns – Changed Your Mind

If you change your mind about your product and you no longer want it, then you will need to email us at 5corecustomercare@gmail.com within 5 days of receiving your order. You then have a further 5 days from the date you notified us, to return the goods to us. Restocking fee may apply.

When you contact us about your returns, you will need to provide us with your order number, reason for returning and a contact telephone, in the event we need to call you.

 

Please note that we may make a deduction from the refund amount for the loss of value of any good supplied if the loss is the result of unnecessary handling by you.  You can examine the goods as you would in a shop but to obtain a full refund, the goods must be returned in “as new” condition and in their original packaging.  If you have mislaid the original packaging for aproduct, we can provide a new box at a cost of 25% of the cost of product.

Naturally, none of this affects your statutory consumer rights.

You will need to return the product to us at:

12803,
Temescal Canyon Road,
Ste. D
Corona, CA, 92883.


Return in person

Please let us know via email (5corecustomercare@gmail.com) if you intend to return the product in person, so we can agree a time / date and are ready for the collection. Please bring with you your order number. We cannot accept returns in person unless agreed prior with our customer service team.

 


Customer returns via post

You will be responsible for paying for your own delivery costs for returning an unwanted item, unless it has a manufacturer fault (see above section – “Returns – Damaged & Faulty”).

It is strongly advisable, when returning an unwanted product to use tracked delivery to ensure its arrival. Please make sure you include in the box a copy of your name and order number, so we know who it was from.


Collection from your address

Please email us at 5corecustomercare@gmail.comwith the following details to arrange a collection:

  • Your full name and collection address including postcode
  • Order number and confirmation of which product is coming back to us
  • Your preferred date of collection (Monday to Friday only)
  • A contact number in case the driver needs to get in touch

Please note, we cannot accept product returns without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it.

We can provide a new box at a cost of 25% of the cost of product. (e.g. new box, collection cost) will be deducted from your refund payment amount.

 


Refund payment

We will refund you to your original payment method (i.e, card, Paypal account etc) within 25 days of receipt at our Returns Centre. Please be aware this can take up to 5 days depending on your bank.

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