Pioneer Music Company
Warranty Return Policy
At Pioneer Music Company, we are committed to providing high-quality products and exceptional service. Our warranty and return policies are designed to ensure that defective items are addressed efficiently while maintaining fairness for both the company and our customers. Pioneer Music Company will not accept ANY returns that were bought through another distributor. All returns must be authorized by Pioneer Music Company through an RMA (Return Merchandise Authorization) and are valid for thirty (30) days. Unauthorized returns may be declined.
Standard Returns
We accept returns for credit on new, unopened products within 90 days of purchase. Products must be in their original package and in new condition.
Items that are defective out of box will be exchanged for a new product at no charge or be returned for repair according to the manufacturer’s policy. If the manufacturer determines that the product is not initially defective, not new, or that its inability to function properly is a result of user damage or abuse, the customer is responsible for charges associated with its replacement.
Approved non-defective returns may be subject to a 15% or greater restocking fee depending on vendor return policy.
We offer two ways to make a hassle-free return:
1. Visit a local branch. See our locations
2. Return items at your own expense
Unfortunately, we cannot accommodate returns after 90 days from the date of purchase unless otherwise noted by your sales representative.
Returns are not eligible for Open Box SKUs under any circumstances. All sales are FINAL.
Unfortunately, Sonos and Apple products are strictly prohibited from being returned UNLESS they are unopened and new in box.
These two manufacturers pride themselves on their customer service and wish to work directly with their customers on any defective or damaged items. Please contact Sonos and Apple directly should you have any issues.
Returns for Credit
For new, unused items, PMC will issue a credit for a return. Please allow for 7-10 business days for the credit to appear on your account after we receive, inspect, and process your return. Please contact your credit representative directly if the credit for your return is not processed within 7-10 business days.
Special Order Items
Orders for special items, custom-built products, promotional items, and closeouts are final and cannot be canceled once placed. These orders are not eligible for return under any circumstances. Customers are encouraged to confirm their requirements before finalizing their orders.
Freight charges for the delivery of special order and custom-built products are non-refundable.
A non-refundable 50% down payment is required at the time of order for any custom-built items paid for with a credit card. Pioneer Music Company, at its sole discretion, may elect to require this non-refundable 50% down payment for any custom-built item paid with other methods.
In the rare event that a custom-built product is defective, it must be reported within the warranty period specified by the respective vendor. An RMA authorization from Pioneer Music Company, Inc. is required for any such claim within thirty (30) days of receipt.
Warranty Policy
Non-Video Products
Defective non-video items are eligible for return within 1 year from the original purchase date provided the following documentation is included:
1. A detailed description of the issue with the item
2. A case number (if required by the manufacturer)
Sonos and Apple products are strictly prohibited from being returned for warranty related issued.
Note: Return eligibility is contingent upon receipt of all relevant documentation and the issuance of a case number when required by the manufacturer.
No returns will be accepted after 1 year from the original purchase date unless the manufacturer specifically directs Pioneer Music Company to accept the return.
All returns after 1 year must have a case number from the manufacturer.
Damaged non-video items are eligible for return within 30 days of the original purchase date. Shipments showing signs of damage much be refused or signed for as damaged. Please ensure the shipper documents any visible damage at the time of receipt.
No returns will be accepted for damaged items after 30 days.
Repaired Products
Any item deemed by the manufacturer to be eligible for repair only will not be eligible for credit through Pioneer Music Company.
Any item deemed by the manufacturer to be eligible for repair only will be sent for repair and then returned to the original purchaser.
If credit has already been issued for a repair-only item, the dealer will be subject to a re-bill for the original invoice price.
If your item is still under warranty, it may be repaired at no cost to you. Outside of the warranty, repair charges vary by item and vendor.
Please note that if you return an item for repair, you are also responsible for any shipping charges incurred by PMC, including the shipping cost to and from the manufacturer. This cost will be added to your account.
If you have returned an item for repair, please allow around six to eight weeks for repair, not including shipping time. We work directly with our supplier partners to repair products, so turnaround times vary.
Video Products (TVs / Projectors)
Defective video items can be returned within 90 days of purchase. All defective units must be returned complete with all accessories to be eligible for a full return. Incomplete units may be subject to a 25% restocking fee.
Sony: If a Sony product becomes defective after 14 days of the original purchase date, a case number is required to proceed with a return.
Sony Support 866.924.7669
Furrion: To proceed with a return, a Furrion case number is required.
Furrion Support 432.547.7378
Peerless AV: To proceed with a return, a Peerless AV case number is required.
Peerless AV Support 800.865.2112
TCL: To proceed with a return, a TCL case number is required.
TCL Support 877.300.8837
Samsung: For Samsung defective devices, please contact [email protected]. We can either find a local servicer to you or schedule an exchange through PMC based on service availability.
Samsung Support 800.726.7864
LG Defective Devices: For LG defective devices, please contact [email protected] to start a return.
LG Support 833.288.8397
Note: Returns for defective units are subject to manufacturer approval, and a case number is required for some brands.
Damaged TVs must be returned in the original packaging that matches the TV’s serial number. If the original box is unavailable, the damaged TV is not eligible for return.
Sony damaged devices are only eligible for return within 14 days of the original purchase date.
All other damaged devices are eligible for return within 30 days of the original invoice date
Damaged shipments must be reported and documented immediately!
Shipments showing signs of damage must either be refused or signed for as damaged. Ensure the shipper documents any visible damage.
Failure to refuse or sign for a shipment as damage may result in an automatic denial of credit.
Ineligible Returns and Re-bills
In cases where a product is determined to be ineligible for return after being returned and credited by Pioneer Music Company, the dealer will be subject to a rebill for the original invoice price.
