Buying equipment online is easier when you know exactly what happens if something goes wrong. Here's a plain-English summary of how warranty, returns and support work for TrueWave Pro products bought from MSM AV. The full terms are in our warranty policy and returns policy.
Jump to: Short version | 5 quick checks | Make a claim | Not covered | FAQ
The short version
| Situation | What happens |
|---|---|
| Faulty on arrival, or a covered fault within 30 days of delivery | Replaced with a new unit (subject to stock) or refunded |
| Covered fault after 30 days, within 12 months | Returned to us for assessment, repair or replacement |
| Change of mind, unopened, within 30 days | Refund, exchange or credit (you pay return shipping) |
| Change of mind, opened | At our discretion, exchange or store credit only; restocking fee may apply |
Our 12-month warranty sits alongside your rights under the Australian Consumer Law. It doesn't replace them.
Why local support matters
MSM AV is the Australian distributor for TrueWave Pro and handles warranty claims directly, here in Australia. You don't post anything overseas, and spare parts (handhelds, bodypacks and charging docks) are sold separately, so a lost mic doesn't mean a new system.
Before you send it back: 5 quick checks
Most "faults" we see turn out to be setup issues that take a minute to fix.
- No sound? Check the mic is charged and not muted, and the mixer channel is up.
- Mic won't connect? Re-pair it with IR sync: start sync on the receiver and hold the mic's IR window close to it.
- Crackle or someone else's audio? Another device is on your frequency. Choose a new one and re-sync.
- Dropouts? Make sure all antennas are fitted and the receiver isn't hidden in a closed metal rack.
- Short battery life? Fully charge the mic; the removable 18650 cell should give around 10 hours.
Detailed troubleshooting and setup guides are on the TrueWave Pro website.
How to make a claim
- Email info@msmav.com.au or call (03) 9436 9000.
- Include your order number, the model, the serial number and a description of the problem (a short video helps).
- We'll troubleshoot with you first. If it needs to come back, we'll send return instructions.
- Pack it securely, ideally in the original box, with all accessories.
Please don't send items back without contacting us first, because we can't process unannounced returns.
What the warranty doesn't cover
As set out in our warranty policy, faults caused by misuse, neglect, accidental damage, tampering with internal components, or using the product outside its designated application aren't covered by the 12-month warranty. Your rights under the Australian Consumer Law still apply.
Keep your proof of purchase
Your order confirmation email is your proof of purchase. Organisations that bought on invoice should keep the tax invoice with the equipment records.
FAQ
I lost one microphone. Is that covered?
Loss isn't a warranty issue, but you can buy a single replacement AIR-BX-H1 and pair it to your receiver.
My battery doesn't last as long as it used to.
Lithium cells gradually hold less charge over many cycles, and the 18650 cell in AIR mics is removable and replaceable. If a battery seems to have failed early, contact us and we'll look at it.
Buying for the first time? See how to buy TrueWave Pro.
