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Equipment Sales and Service Policy

We respect intellectual property rights, and will never disclose, duplicate or copy the circuitry of any manufacturer or designer.   We will not duplicate any product, regardless of the circumstances.     We are under non-disclosure agreement with nearly all the manufacturers which we work with.    Schematics will not be released to customers without prior approval from the manufacturer.

Under no circumstances will we make "DIY" versions of any brand name equipment regardless of their copyright status.    If you want to copy circuits, please go to another store.

 

1) Free Estimates on Repairs

We offer free estimates which include a breakdown of the cost of labor and parts.   Free estimates are provided for carry-in or shipped in units.

Most estimates can be provided to you on spot, but equipment which require detailed diagnostics will need to be left with us for 1-2 days.  If it takes longer than that we will tell you at the time of drop off.    We will provide you with an estimate and require confirmation from you before commencement of work.

If an item is not cost-effective to justify repair, we will be the first to tell you.

2) Pricing on Repairs

We operate on a PER JOB basis, and the price we quote you will be for the ENTIRE JOB, regardless of the number of hours we spend on the unit.

 

Charges are based upon actual labor cost plus parts.   You will not be charged with any surcharges simply because your gear is expensive.   An estimate of the repair cost will be provided before any work is done, and if the repair cost turns out to be less than the estimate, you will pay the actual.   We pass the savings onto you!   Should the job go beyond the estimated cost, we will inform you ahead of time.  There will never be any hidden surprises.

 

To get an idea of our pricing, please refer to past repair examples to have an idea of the pricing structure.   Basic repairs usually starts from $ 50, while modification usually starts from $ 150.

3) Turnaround Time

We will give you an estimate of the turnaround time.

4) Detailed Explanation

We will provide you with detailed explanations of the work to be done.   The black box approach is NOT our way of doing business.

5) Warranty

We provide a 60 days warranty on the work performed - labor and parts.  Damages caused by misuse, improper wiring or any external causes on the user's part are not covered.  Return shipping charges are the responsibility of the customer, but we will cover it if the item is under warranty.

 

Please check pricing examples on specific pages under: REPAIRS, UPGRADES, and MODIFICATIONS.

6) Shipping

We welcome local carry-ins and pickup, and we also service the entire North American continent.   We use Canada Post or UPS Courier.  Customers who need to ship in shall be responsible for packing their equipment safely to meet postal serviceís or courierís shipping requirements. Customers outside Canada are encouraged to arrange payment for brokerís fee and custom duty/import tax (or exemption of such in case of repaired items returnable to place of origin wherever applicable), otherwise Excel Stereo shall bill customers for reimbursement.

Customs duties, taxes and brokerage fees are the responsibility of the customer.

7) Payment Terms

Deposit - A deposit of 30% (or the cost of parts) will be required before the commencement of work.   Waived at the discretion of the technician in some cases.

Balance - Balance is due when the equipment is picked up.  Payments for ship back items are due before shipping - including shipping fees or taxes wherever applicable.

8) Transporting your equipment

Equipment should be transported in their original box if possible.  If the original box is missing, equipment should be properly cushioned with foam or bubble wrap to ensure safe arrival.

We will not be responsible for "scratches or dings", or other shipping damages if the equipment is transported to us without its original box or proper packing.

 

Sales Return Policy

We respect dealer territories.  

 

Customers may return or exchange products for a refund within 14 calendar days after the invoice date, subject to the following condition:

  • Items must be in its original condition without damage or missing items. 

  • After 14 days, the items must be returned directly to the original manufacturer by the customer for servicing

  • All returned items are inspected and/or tested by our technicians before credit is issued.   

  • All non-defective returned merchandise are subject to a 15% restocking fee.   Incomplete, or otherwise compromised returned merchandise are subject to a 30% restocking fee.

  • ON SALE items may be exchanged only.

  • Shipping and/or handling fees will not be refunded

 

To return merchandise, an approved RMA (Return Merchandise Authorization) number must be obtained:

  • The RMA number is valid for 10 calendar days from the date of issuance, and all returned merchandise must be received within 10 calendar days, holidays excluded.

  • The RMA number must be clearly marked on the shipping label before the merchandise is accepted for return.

  • In the event that the returned merchandise has an expired RMA number and/or lacks a valid RMA number such as a refused delivery, no refund/exchange will be offered and the item will be returned to you.

 

Shipping Policy

  • Original packaging is used wherever possible.    If original box is missing, double boxing or extra protection will be used.  Your package will be insured unless otherwise instructed.
  • Your choice of UPS, Fedex, Postal or Rail
  • Customer will pay shipping handling charge, duties, taxes, brokerage and insurance fees
  • If shipping is included as part of the sale, customer will be responsible for any duties, taxes, brokerage and handling fees.

 

 

 Contact us: info@excelstereo.com             416-523-6655 

Store visit by appointment only, do not show up without an appointment