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Cable Chick Help Centre - Warranty & Returns Help
Please note that our complete Returns Policy is available on this page, separated into specific questions for ease of access. Each return is subject to the terms and conditions set forth by this document, in addition to any relevant conditions on the Return Authority Request page.
- The item I received is not the item I ordered
- The item I ordered was damaged in transit
- The item I ordered arrived faulty (DOA)
- The item I ordered does not work as intended/described
- The item I ordered is not compatible with my existing hardware
- The item I ordered did not arrive
- I've changed my mind and no longer want my the item I ordered
- I've ordered the wrong item
- I think my item has developed a fault and needs replacing
- What does 'As-New Condition' mean for returns
What is the warranty on my item(s)?
You can see what period your product is covered for on each individual product page.
We offer industry-leading warranty periods on the majority of our products, which can lead to some issues when products are sold out or discontinued by the manufacturer, or otherwise become unavailable through forces outside of our control. While we will always do our best to carry stock for supporting warranty claims, we sometimes have situations where we run out of stock, or stock is no longer available.
In the case of no stock, we will advise you on an ETA for replacement parts and get them to you as quickly as possible. In the case of an item no longer being manufactured, we reserve the right to substitute for a product of equal capability, or refund your purchase upon the return of the defective goods at our discretion.
What does the warranty cover?
Your warranty may be voided if:
- The product is physically damaged once in your care
- The product is installed by an unqualified person
- The product is subject to excessive force or repetitive/undue strain
- The product is dismantled, modified, cut or deformed
- The product is painted, marked or soiled from installation or improper use
- The product is subject to contaminants such as sand, water, etc
- The product is subject to weather, pets or pests
Your warranty does not cover:
- Damage to other equipment, regardless of fault
- Shipping costs associated with returning the goods
- Loss of income/revenue resulting from downtime
- Packaging and/or noncritical accessories
- Costs associated with removing permanently installed items
- Technical or hardware incompatibility
- Damage from environmental conditions (e.g.: salt air corrosion)
If you're not sure if the product fault you are experiencing qualifies you to make a warranty claim, please consult the sections below to find if yours is a common situation we already have a policy in place for. If our common returns topics do not cover your inquiry, please Contact Us and we will let you know what we can do.
*Normal Use is defined as any purpose for which the product is specifically stated as being suitable, in accordance with any and all proper procedures during installation and operation of the product, with an emphasis on home and office applications. Installation (especially permanent and in-wall/ceiling installation) of our products may require the professional services of a trained or qualified tradesperson to maintain warranty coverage.
Our products are designed for home and office use. Industrial or Commercial uses may not be appropriate for all our products, and such use may not be covered under warranty. This can include Military and School usage or installation, so please Contact Us before purchase to know what will be covered.
What is the 30-day Satisfaction Guarantee?
We understand that it can be difficult to make the correct purchasing decision in the face of ever-changing technology and the pressures of modern life - hey, we all make mistakes! - so whether you simply purchased the wrong gadget or we recommended the wrong gizmo, there's an added safety net to make sure you have peace of mind whenever you shop at Cable Chick:
If you aren't completely satisfied with an item you purchase from us, you can arrange to return it for an exchange, store credit or refund (up to the full cost of the item, not including shipping). This satisfaction guarantee covers all non-personal products for 30 days from the invoice date, and requires that the returning goods be in as-new condition, including all parts, packaging, documentation and accessories. Personal products such as headphones or other wearable devices must additionally be unused and/or sealed to qualify for return. Please note that shipping costs, including those incurred to return the goods, are not refundable.
After the 30-day period, goods are considered used, and may not be eligible for return or may incur a restocking fee.
To initiate a return authorization under our 30-day satisfaction guarantee, please click here.
I received a free gift - is it covered?
For full terms and conditions regarding free gifts, please read the relevant section on our Terms of Service page.
The item I received is not the item I ordered
If we really did mess things up and sent you something different to what is listed on your invoice, then we're really sorry! Please Contact Us as soon as possible and we'll get it sorted out at once. When we make a mistake like this, we cover any additional shipping costs related to the exchange, and do our best to correct the problem as fast as we can.
The item I ordered was damaged in transit
For occasions where there is cosmetic damage to packaging, but the product is in perfect working order, there may be nothing we can do as packaging is not covered under warranty, but please feel free to ask.
For situations where the product itself is broken or damaged, we'll replace it at no cost to you.
The item I ordered arrived faulty (DOA)
If you have received a product and it does not work as specified in its instructions or on its product page, it may be faulty. Under these circumstances, we will first attempt some troubleshooting steps as necessary to isolate the issue. These troubleshooting steps will reveal if we need to get the product back for testing before a replacement can be dispatched. Items we can confirm as faulty through troubleshooting will be replaced at no cost to you. If troubleshooting cannot adequately confirm a fault, or cannot be completed, it will need to be returned for testing.
If we ask for a product to be returned, please ensure to pack it back in its original packaging with all its parts and accessories, including instruction booklets, cardboard/plastic inlays and packing braces where applicable. Cable Chick can cover the cost of your return shipping to the value of your original shipping charge, but only if we confirm a fault independently on our equipment after the product is returned. Products returned to us that are found to be non-faulty will be shipped back to the customer at the current full-price cost of shipping.
To initiate a return authorisation for a product which has arrived faulty, please click here.
The item I ordered does not work as intended/described
If a product fails to perform as specifically described by our description and specifications on the product page, or produces results contrary to your expectations, we'll need to step through some troubleshooting tips to determine if it is a product fault or a technical incompatibility. Items we can confirm as faulty through troubleshooting will be replaced at no cost to you. If troubleshooting cannot adequately confirm a fault, or cannot be completed, it will need to be returned for testing.
Please note that technical or hardware/software compatibility issues are not considered product faults by themselves. Customers using specialised equipment or who are attempting to use the cables in uncommon ways may choose to conduct their own troubleshooting tests on alternate equipment to help determine if our product is faulty, or simply not compatible with their existing equipment.
If we ask for a product to be returned, please ensure to pack it back in its original packaging with all its parts and accessories, including instruction booklets, cardboard/plastic inlays and packing braces where applicable. Cable Chick can cover the cost of your return shipping to the value of your original shipping charge, but only if we confirm a fault independently on our equipment. Products returned to us that are found to be non-faulty will be shipped back to the customer at the current full-price cost of shipping.
To initiate a return authorisation for a product which does not work as intended, please click here.
The item I ordered is not compatible with my existing hardware
Outside of our warranty, we do allow for return authorisations under our 30-day Satisfaction Guarantee. If you are returning a non-faulty item to us, you are liable for the cost of return shipping and are eligible for a store credit up to the invoiced value of the returned goods. Returned goods must be in as-new condition and suitable for re-sale, or a restocking fee will be incurred.
To initiate a return authorisation for a product which was incorrectly purchased, please click here.
The item I ordered did not arrive
If you have chosen our Express + Insurance shipping option, any lost parcels will be replaced at no cost to you as soon as the loss is confirmed. In some cases, we may have to wait for an independent investigation to complete before we can re-ship, but this is rare and we will always work with you to limit delays.
For regular post items which have no insurance, we are obligated to wait no less than 10 business days from the date of dispatch before a parcel can be considered lost. Once this time is up, please get in touch with us so we can launch an investigation into its whereabouts. While Cable Chick can't be held liable for any lost or misdirected regular post once it leaves our warehouse, we will work with you to reach a mutually agreeable solution.
If you have given an Authority to Leave on your parcel, we are not able to replace a lost or stolen parcel under any circumstances. Please ensure your Authority to Leave notice specifies a safe location.
If your parcel has not arrived according to our estimates, please Contact Us.
I've changed my mind and no longer want the item I ordered
I've ordered the wrong item
I think my item has developed a fault and needs replacement
If we ask for a product to be returned, please ensure to pack it back in its original packaging with all its parts and accessories, including instruction booklets, cardboard/plastic inlays and packing braces where applicable. Cable Chick can cover the cost of your return shipping to the value of your original shipping charge, and only if we confirm a fault independently. Products returned to us that are found to be non-faulty will be shipped back to the customer at the current full-price cost of shipping.
Products returned to us incomplete which are confirmed faulty will only have the same parts replaced as were sent back. This means if you threw the box away or forgot to include a remote control with your return, those parts will also be missing from any replacement part(s) we dispatch.
To initiate a return authorisation for a product which has developed a fault, please click here.
What does ‘as-new condition’ mean for returns?
Damaged or marked boxes, inadequate protection from transit damage and missing or damaged parts of any kind will affect the level of coverage we can offer, and what (if any) restocking fee might be deducted from your credit or refund.
With the exception of confirmed faulty items which are under warranty, all products returned to us need to be presentable and functional so they may be sold as though they are new. Cable Chick does not deal in second hand goods, so missing packaging and soiled/marked goods will not be considered for exchange, credit or refund. Any goods returned in a condition that does not meet our standards will be posted back to the customer at the full freight cost.
Did we forget something?
Don't forget you can always talk to us face-to-face by visiting our warehouse & retail office!