Refund policy
Return and Refund Policy
All sales are final. We do not accept returns, exchanges, or cancellations once an order has been placed.
Many of our products are vehicle-specific, special order, electronic, or custom-fit items. For this reason, customers are responsible for confirming compatibility before purchasing. We may request photos of the dashboard, factory radio, trim level, or vehicle information before shipping to help confirm the correct parts.
No Returns or Exchanges
We do not accept returns or exchanges for reasons including, but not limited to:
- Change of mind
- Ordered the wrong item
- Vehicle sold or no longer needed
- Customer no longer wants the product
- Product does not fit because incorrect vehicle information was provided
- Customer attempted installation without proper experience
- Product was installed, used, opened, modified, damaged, or altered
- Packaging, wiring, plugs, screen protectors, brackets, clips, or accessories are missing or damaged
- Buyer expected features that were not listed on the product page
- Delays caused by shipping carriers, customs, duties, weather, or incorrect shipping information
Defective Product Claims
Refunds are only considered if the product is confirmed to be defective due to a manufacturing defect.
A defect does not include damage or issues caused by:
- Physical damage
- Scratches, cracks, broken screens, broken clips, bent pins, cut wires, damaged plugs, or damaged connectors
- Incorrect installation
- Improper wiring
- Short circuits
- Power, ground, fuse, CAN bus, amplifier, speaker, or vehicle wiring issues
- Water damage, heat damage, impact damage, or misuse
- Software changes, third-party apps, rooting, flashing, or unauthorized modifications
- Damage caused by another installer, shop, technician, or the customer
- Compatibility issues caused by incorrect vehicle information supplied by the customer
Inspection Requirement
To make a defective product claim, you must contact us within 7 days of delivery at:
support@superioraudio.ca
You must provide:
- Order number
- Full name
- Vehicle year, make, model, and trim
- Clear photos of the product
- Clear photos of the packaging
- Clear photos or video showing the issue
- Photos of the installation wiring and connections
- Any troubleshooting steps already completed
We may require additional testing, videos, diagnostic photos, or confirmation from a qualified installer before approving any refund, replacement, or repair.
A refund is only issued if we confirm that the product has a manufacturing defect and the issue cannot reasonably be resolved through troubleshooting, repair, or replacement.
If the product is found to be working properly, damaged, altered, incorrectly installed, missing parts, or not defective, no refund will be issued.
Shipping Costs
Original shipping costs are non-refundable.
Customers are responsible for return shipping costs unless we confirm that the product is defective due to a manufacturing defect.
We are not responsible for lost, stolen, delayed, or damaged return shipments. We recommend using tracked and insured shipping.
Special Order and Vehicle-Specific Products
Special order, custom-fit, vehicle-specific, and electronic products are final sale.
Because many parts are ordered specifically for the customer’s vehicle, these items cannot be returned due to wrong selection, buyer error, change of mind, installation difficulty, or compatibility issues caused by incorrect or incomplete vehicle information.
Installation and Labour
We are not responsible for any installation costs, removal costs, diagnostic fees, labour charges, shop fees, vehicle damage, lost time, or any other related costs.
Refunds, replacements, or repairs apply only to the product itself and do not include labour or third-party service charges.
Final Decision
All refund, replacement, repair, or exchange decisions are subject to our inspection and approval.
This policy does not limit any rights you may have under applicable consumer protection laws.