Product support based on the item, condition, and purchase path.

This policy explains product-return review, manufacturer warranty support, final-sale items, custom work, special orders, installation labor, diagnosis, and products not purchased through SMS Car Audio.

Contact SMS before ordering equipment for an SMS installation. Returns, delays, and compatibility problems are easier to avoid when products, wiring, interfaces, DSP, enclosure requirements, electrical support, and labor are planned before purchase.

Contact SMS | Book an Appointment | Shipping and Pickup | Terms of Service

Legal Rights Are Preserved

Nothing in this policy limits a consumer right that cannot legally be waived. Where applicable law requires cancellation, refund, repair, replacement, warranty service, or another remedy, SMS will follow that requirement. Any more specific written manufacturer warranty, provider agreement, invoice term, or approved project agreement also applies.

Start With the Correct Product

• Confirm the vehicle year, make, model, trim, factory audio package, and intended application.
• Confirm exact model, size, impedance, voice-coil configuration, quantity, color, version, included accessories, and environmental rating.
• Confirm source-signal behavior, factory-amplifier integration, speaker fitment, amplifier channels, enclosure space, wiring, and electrical support.
• Contact SMS before checkout when SMS will install, fabricate around, tune, program, or integrate the product.

Return Review for Standard New Products

A standard new product can be considered for return only after SMS authorizes the request and confirms the product's eligibility. Approval is not automatic.

• The product must be unused, uninstalled, unpowered, unprogrammed, unmodified, complete, and in resalable condition.
• Original packaging, manuals, serial labels, accessories, hardware, harnesses, remotes, trim, and included materials must be present and undamaged.
• Products that have been installed, powered, wired, cut, programmed, mounted, tuned, scratched, damaged, registered, or used can be ineligible.
• SMS may require photos, order information, serial numbers, and packaging details before authorizing a return.
• Do not ship or deliver a return without SMS authorization.
• Any approved refund method, restocking deduction, shipping responsibility, or store-credit option will be stated during authorization, subject to applicable law.

Final-Sale and Restricted-Return Products

The following products are generally final sale or subject to restricted return terms once ordered, approved, cut, programmed, installed, powered, or started:

• Open-box, used, clearance, closeout, demo, scratch-and-dent, previously installed, or specifically identified final-sale merchandise.
• Custom subwoofer enclosures, built-to-order boxes, vehicle-specific fabrication, speaker pods, amplifier racks, brackets, adapters, panels, templates, 3D-printed parts, and one-off work.
• CNC- or laser-cut products, engraved or personalized acrylic, Lit FX panels, LED lighting pieces, artwork-based products, and custom colors or layouts.
• Special-order, vendor-direct, discontinued, backordered, limited-availability, customer-requested, or custom-built products, including application-specific alternators.
• Cut wire, cable, heat-shrink, loom, terminals, harnesses, programmed interfaces, activated or registered electronics, batteries, lighting controllers, and consumable installation materials.

These restrictions apply except where SMS approves otherwise in writing or applicable law requires a different remedy.

Lit FX and Personalized Products

• Personalized and one-of-a-kind Lit FX products require full payment and production-render approval.
• They are non-refundable and non-cancelable after approval or production begins, except where required by law.
• Minor non-structural cosmetic variation can occur in handmade acrylic work.
• Shipping damage, electrical failure, incorrect personalization caused by SMS, or a material issue affecting normal use should be reported promptly with clear photos or video.

Manufacturer Warranty Support

• Manufacturer warranty coverage is controlled by the exact manufacturer's written warranty, authorized-dealer requirements, proof of purchase, product serial number, installation conditions, exclusions, and claim approval.
• Some claims require inspection, testing, photos, video, electrical measurements, or manufacturer authorization before the remedy is known.
• The manufacturer can choose repair, replacement, credit, return authorization, or denial according to its warranty terms.
• A manufacturer product warranty does not automatically include diagnosis, removal, reinstallation, shipping, programming, fabrication, retuning, or vehicle downtime.
• SMS will not represent that a manufacturer claim is approved until the manufacturer or authorized warranty channel confirms it.

Failures That Can Be Excluded From Warranty

Warranty coverage can be denied or limited when failure results from conditions excluded by the manufacturer's warranty or applicable written SMS terms, including:

• Incorrect wiring, reversed polarity, improper load, unsupported bridging, inadequate fusing, poor grounding, or low voltage.
• Clipping, overpowering, unsafe crossover settings, operation below enclosure tuning, excessive heat, blocked cooling, or abuse.
• Water, corrosion, dust, chemicals, UV exposure, vibration, impact, or use beyond the exact product's environmental rating.
• Modification, disassembly, altered serial numbers, unauthorized repair, incorrect programming, or incompatible firmware.
• Vehicle electrical faults, charging-system problems, damaged factory wiring, or another product causing the failure.

SMS Installation and Workmanship Review

If a customer believes an issue is related to SMS installation or fabrication, contact SMS first and provide a reasonable opportunity to inspect the vehicle or product before another party alters the work.

• Any written SMS labor or workmanship warranty is limited to the scope and period stated on the invoice, work order, quote, or other written project terms.
• SMS workmanship coverage does not automatically cover product failure, unrelated vehicle failure, later modifications, third-party work, collision, water intrusion, abuse, or normal wear.
• Correction performed by another shop without prior SMS inspection or authorization can make cause and responsibility impossible to determine.
• Emergency or safety conditions should be addressed immediately; preserve photos, removed parts, invoices, and diagnostic records when possible.

Labor, Tuning, Diagnosis, and Custom Services

Installation, DSP tuning, fabrication, enclosure construction, programming, diagnosis, troubleshooting, wiring repair, removal, and reinstallation are services rather than resalable products.

• Service labor is generally non-refundable after it has been performed.
• Diagnostic labor can be chargeable even when the failure is intermittent, no fault is found, or the product is not repairable.
• Removal, reinstallation, shipping, programming, fabrication changes, and retuning can require additional labor unless a written SMS or manufacturer authorization covers them.
• Customer-requested scope changes after work begins can change the price, schedule, and final result.

Customer-Supplied and Third-Party Products

SMS does not install products that were not purchased through SMS Car Audio.

• SMS does not provide a product warranty for equipment purchased from another seller.
• SMS cannot verify authenticity, condition, missing parts, prior use, compatibility, warranty eligibility, or seller support for outside products.
• SMS may decline diagnosis, removal, reinstallation, integration, wiring, programming, or tuning involving outside equipment.
• Existing third-party equipment already installed in a vehicle can require paid inspection and can require correction or replacement before SMS continues the project.

Shipping Damage, Missing Items, and Incorrect Products

• Inspect shipments promptly and contact SMS before installation or modification.
• Retain all cartons, labels, packing material, manuals, accessories, and hardware.
• Provide photos or video of the package, label, internal packaging, product, serial number, and damage or missing contents.
• A carrier or vendor claim can require customer cooperation and preservation of the package.

Review Shipping and Pickup

Return or Warranty Request Information

• Order number or dated proof of purchase.
• Product brand, exact model, serial number, and quantity.
• Vehicle and system details when the product was installed.
• A clear description of the problem, when it began, and whether it is intermittent.
• Photos or video of wiring, fuses, batteries, amplifier settings, speaker wiring, enclosure, controller, product, and packaging when relevant.
• Who installed the product and whether any later work or modification occurred.

Support Process

1. Contact SMS before returning, removing, or replacing the product.
2. Provide the required records and evidence.
3. Complete inspection or paid diagnosis when required.
4. Wait for the applicable return, manufacturer, carrier, or SMS decision.
5. Follow the authorized remedy and shipping instructions.

The outcome can include repair, replacement, manufacturer service, approved refund, approved store credit, paid labor, return denial, warranty denial, or another remedy required by law.

Questions Before Buying?

Contact SMS before checkout when fitment, compatibility, environmental exposure, installation, custom work, or system design is uncertain.

Contact SMS | Book an Appointment | System Planning