Refund policy
Last updated: September 27, 2026
This policy covers returns, credits, and warranty replacements between your dealer account and NSI Audio Inc. It applies to every order, including drop ship orders. It does not cover the sale between you and your customer. Your return policy for your customers is yours to set.
Every return needs an RMA
Contact your rep before shipping anything back. Give the invoice number, the model, the quantity, and the reason. We will issue a Return Merchandise Authorization (RMA) number with return instructions. Returns that arrive without an RMA number, or more than 30 days after the RMA was issued, may be refused or returned to you at your cost.
Returns for any other reason
You may return unused product within 60 days of the invoice date for credit to your account, subject to the following:
- Product must be new, unused, uninstalled, and in the original manufacturer packaging with all accessories, manuals, and hardware.
- Product that has been installed, wired, mounted, or shows any sign of use is not returnable unless it is defective.
- Special order items, items marked non returnable on the invoice, and items we ordered in for you are not returnable.
- A 15% restocking fee applies. The restocking fee is waived if the return is our error.
- Return shipping is at your cost unless the return is our error.
- Original shipping charges are not credited unless the return is our error.
- Credit is issued to your account, or refunded to the original payment method if your account is paid in full, after we receive and inspect the product.
Our error
If we shipped the wrong item, the wrong quantity, or an item that does not match the invoice, tell your rep within 5 business days of delivery. We will send a prepaid return label, ship the correct product, and credit you in full. No restocking fee.
Defective product
Every unit we sell carries the manufacturer's US warranty. For a defective unit, contact your rep with the invoice number, model, serial number, and a description of the problem. We will route it to the fastest resolution: a replacement from our stock, a credit, or the manufacturer's warranty process, depending on the brand and the age of the product.
Product that has been physically damaged, modified, wired incorrectly, or used beyond its ratings is not covered.
Warranty replacements
Where we handle a warranty replacement for you, we ship the replacement first so your customer is not waiting. The defective unit must be returned to us within 30 days of the replacement shipping. If the defective unit is not returned within 30 days, we invoice the replacement at your dealer price. If a returned unit is tested and found not defective, or is found to have been damaged by installation or misuse, we invoice the replacement at your dealer price and may return the unit to you at your cost.
Shipping damage and shortages
Inspect every shipment when it arrives. For freight, inspect before signing. Note any damage or missing pieces on the carrier's delivery receipt, photograph it, and report it to your rep within 2 business days. We will file the carrier claim and replace or credit the affected product. Damage or shortage reported after 2 business days may not be recoverable from the carrier and may not be credited.
Drop ship orders
For a drop ship order, you remain our customer. Your customer must contact you, not us, about any return, refund, or problem. If your customer wants to return a product, you contact your rep for an RMA and the return follows this policy. A drop ship package that is refused, undeliverable, or returned to us by your customer is treated as a return for any other reason and is subject to the restocking fee and shipping charges above, unless the return is our error. Any refund you owe your customer is between you and your customer.
Order cancellations
Contact your rep as soon as possible. An order can be cancelled at no charge before it ships. Once an order has shipped, it is treated as a return under this policy.
How credit is issued
Credit is applied to your account within 5 business days after we receive and inspect the returned product. If your account has no open balance and you request it, we refund the credit to the original payment method. Refunds to a card may take 5 to 10 business days to appear depending on your bank.
Contact
NSI Audio Inc.
Phone: (925) 583-5180
Email: cory@nsiaudio.com
Monday through Friday, 9AM to 6PM PST