We are here to help!
Our customer’s satisfaction is of utmost importance to us. Please contact us right away should you have a question or require assistance with your purchase.
EQ Audio Video is an authorized dealer for all brands that we carry. All products sold by us are covered under full manufacturer’s warranty.
Requesting a Return or Exchange
Returns or exchanges can be made within 30 days of receiving your order. Products must be unopened, undamaged, and unused to be eligible for a full refund. Opened products may be eligible for exchange or store credit. Opened products can also be returned for a refund but are subject to a 15% restocking fee. Products that have been sold as Open Box are not subject to a restocking fee. Please email firstname.lastname@example.org to initiate a return or an exchange.
- Return shipping costs are the responsibility of the customer (except in circumstances of damaged or DOA items – see below). While we offer free shipping for most of our products, the original shipping charges and handling fees, for the returned item(s), will be deducted from the refund. We will provide a copy of the shipping invoice, if requested. The customer is responsible for ensuring that the product(s) are shipped back safely.
The return shipping address is:
EQ Audio Video
130 Saunders Road, unit 7
Barrie, ON L4N 9A8
If you prefer to return your product in person, please email email@example.com to arrange to do so.
- DOA or Damaged on Arrival. For products that arrive damaged or DOA, We will cover the return shipping costs, as well as cover the cost of shipping for a replacement. We will provide a return shipping label and ship a replacement once we receive the DOA or damaged product(s). The customer shall incur no additional fees for returning damaged or DOA products.
- Opened Product. In most cases, we will be able to accept a return of opened product for an exchange or store credit equal to the full value of the returned product. We want our customers to feel confident when purchasing with us. If you are not completely satisfied with your product, we will work with you to find you a replacement that you will be thrilled with! Products eligible for exchange or store credit must be shipped back in their original packaging, with all accessories, including any manuals or instructions. The product must be clean and undamaged for us to take it in for an exchange or issue a store credit.
- Special Order and Custom Order Items may be ineligible for return or cancellation but will be specified as so in advance.
- Final Sale Items. The following items are considered final sale and cannot be returned once opened:
Headphones. For Health and safety reasons, no opened headphones can be returned or exchanged.
AV Furniture. AV furniture cannot be returned or exchanged once assembled or removed from the original packaging.
Projector Bulbs. Turntable accessories, needles and cartridges.
- Cancelled Orders. You may cancel your order at anytime prior to your order shipping. Once your order has shipped, it can no longer be cancelled. You will be issued a refund within 24 hours of your cancellation. To cancel your order, please email firstname.lastname@example.org.
Please reach out if you have any questions!