Cable Chick Help Centre - Warranty & Returns Help

All of our products come with at least a 12 month standard warranty. Most of our cables have a 5-Year Cable Chick warranty. All of our Amped brand products carry a 10-Year warranty. Within these periods, you are entitled to all of your consumer rights regarding product quality and workmanship.

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. 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.

Our warranties cover products sold by Cable Chick through our website or shopfront against manufacturing defects and product faults for the duration of the warranty period under normal use*. To be eligible for a warranty claim, you must: Have the faulty product (complete with all parts and accessories), show a valid proof of purchase (you can log in to your account to retrieve these) and submit a Return Authorization request after reading the relevant terms and conditions. To lodge a claim, please read the specific information, terms and conditions relevant to your reason for return listed in the sections below, or use the question links at the top of this page to go right there.

Your warranty may be voided if:

• The product is physically damaged
• 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
• Shipping costs associated with returned goods
• Loss of income/revenue resulting from downtime
• Packaging and/or some non-critical 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 states 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. Permanent installation of our products may require the professional services of a trained or qualified tradesman to maintain coverage. Industrial or Commercial use may not be appropriate for all our products.

Free gifts and items listed on your invoice with a $0.00 value are not covered under warranty, but may need to be shipped back to us with their accompanying products in returns cases involving refunds and store credits. When a free gift is supplied as a part of a promotion with a minimum-spend value, a return which reduces the value of the order below that threshold will require the free gift to come back as well. In the event a free gift can not be returned, a cash refund will not be made available.

For full terms and conditions regarding free gifts, please read the relevant section on our Terms of Service page.

Oops! Despite our best efforts, we sometimes have mix-ups in the warehouse. If you believe you have received an item in error, please first compare your item with the images on the product page which name/product code matches the one listed on your invoice. If they match, you may have purchased the wrong item. In this case, please consult the information below to go about organising an exchange or return for credit.

If we really did mess things up and send you something different to what is listed on your invoice, then we're really sorry! Please Contact Us at your convenience 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.

Oh no! We try to protect all of our items against transit damage, but sometimes they're abused beyond all expectations. In these instances, we ask that you Contact Us at your convenience so we can ascertain the extent of the damage. We may ask you to provide a picture or two of the parcel or damaged item(s). Full insurance coverage for damage in transit is complimentary only on our Express shipping service.

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 ask.

For situations where the product itself is broken or damaged, we'll replace it at no cost to you.

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 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 has arrived faulty, please click here.

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.

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 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.

Our warranty can only cover an incompatibility if we expressly state that it will function with your specific make and model of device. If we mistakenly advertise a product function, we will cover the costs involved with having it returned for a refund and adjust our information accordingly - please Contact Us if this is the case. Blanket statements such as 'Compatible with Apple Macbook Pro' or 'Compatible with Android Smartphones' do not qualify as a specific statement as these hardware lines can feature a constantly changing set of specifications. Always check your product manual or ask us about compatibility before purchase if you are in any doubt.

Outside of our warranty, we do allow for return authorisations on incorrect purchases. 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 15% restocking fee will be incurred. If you require a full 'cash' refund, the 15% restocking fee is also mandatory.

To initiate a return authorisation for a product which was incorrectly purchased, please click here.

Uh-Oh! Sometimes our parcels can go walkabout, and the reasons can range from simple mishandling by our delivery services, to unforseen and drastic circumstances (a whole post truck was stolen once). For starters, please consult our help section regarding estimated shipping times to see if your parcel is actually late, as shipping times vary between our carriers - don't forget to check your tracking code.

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 8 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.

Cable Chick allows for returns on change-of-mind purchases within a short time period after purchase on a case-by-case basis. 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 15% restocking fee will be incurred. If you require a full 'cash' refund, the 15% restocking fee is also mandatory.

To initiate a return authorisation for a product which you no longer want, please click here.

If you have made a purchase in error, you have a short time period from the date of purchase to request a return authorisation for an exchange or store credit. If you would like to exchange your product for another in-stock item, please be aware that you will need to pay the full undiscounted shipping rate for the second delivery, as our discounted rates only apply to new orders.

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 15% restocking fee will be incurred. If you require a full 'cash' refund, the 15% restocking fee is also mandatory.

To initiate a return authorisation for a product which you purchased accidentally, please click here.

Sometimes our products can develop faults after months or years of normal use. It's rare, but it happens. If this happens to you on a product within its warranty period, we will first need to run through some troubleshooting tips to verify that our product is the one causing your problems. 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 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.

When returning any items to us, we will always require that they arrive back in the same condition as you received them. This includes all packaging, parts, accessories and guides. We can usually make an exception for heat-sealed plastic bags, but everything else needs to come back as you received it in a condition fit for resale.

Damaged or marked boxes, inadequate protection from transit damage and missing or damaged parts will affect the level of warranty 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 perfectly new.

If you have further questions, require special attention, or are in need of technical help, please talk to us directly via phone or the enquiry form (both found on the Contact Us page). We'd love to hear from you and help out as best we can for all your home theatre solutions.

Don't forget you can always talk to us face-to-face by visiting our warehouse & retail office!