Returns Policy

WHAT CAN BE RETURNED?

Please read carefully as restrictions apply to all orders placed within Australia and New Zealand. Evatco prides itself on the quality of service and support; however, we do not provide refunds, exchanges, or store credits based on your preference of sound, change of mind, or if you have ordered incorrectly.

Mandatory Claim Process:

  • To submit a warranty or return claim, you must log into your Evatco account and submit a request via our Resolution Centre within 60 days of purchase.

Where is the resolution centre:

  • Login to your account at the top right of the page and the in the account menu you will find Resolution Centre. From there open a dispute and you will have all communication tracked and in writing.

Tubes & Valves

We will only accept returns on faulty tubes. We do not resell returned tubes under any circumstances, even when returned in full working condition.

Testing & Quality Control: All tubes ranged at Evatco are tested, measured, and carefully packed prior to being dispatched. All tubes on the site advertised as matched pairs, quads, or sextets have been tested and matched on IP and Gm in advance. 

  • Bulk Matching is plus or minus 5-10%  for both IP and GM

Warranty Period: The warranty period for tubes is 60 days from date of purchase for both Australian and New Zealand orders.

Please note: Direct email claims or unauthorized returns will not be considered.

When lodging your request in the Resolution Centre, you must include the following information in your claim notes:

  • Your original Order Number
  • Amplifier make and model
  • Approximate age of the amplifier
  • Service and maintenance history of the amplifier

Assessment & Credit Process:
All items requiring return are sent strictly at the expense of the customer. Upon receipt, Evatco will thoroughly test the tube(s), review the batch/codes, and assess the product. After we have reviewed the product and ascertained a genuine fault, then and only then will we apply a credit to your account.

Broken Deliveries & DOA:

  • Broken in Transit: If your order arrives broken, log into your account immediately and lodge a claim via the Resolution Centre with clear photos attached of the external packaging and damaged product.
  • DOA (Dead on Arrival): Must be reported via the Resolution Centre within 60 days of purchase and returned at the customer's expense for testing before any credit can be reviewed.

Grill Cloth / Tolex / Wire

Due to the fact these items are cut to order, we cannot offer returns, exchanges, or refunds on these products.

Colors are subject to variation between manufacturing batches. Computer representations of color may not be 100% accurate; if in doubt, please request sample swatches prior to purchasing, as refunds will not be provided based on color.

All Other Items

For all other items, you must log into your account and submit a return request via the Resolution Centre within 60 days of purchase stating the reason for return.

If you are unsure of what you are buying, we suggest reading the guides on our site or seeking recommendations from others with similar equipment and music tastes. We do not offer refunds or returns if you have changed your mind or ordered incorrectly.

RETURN FREIGHT, LOCATION & CREDITS

HOW do I initiate a return?
1. Log into your Evatco Account.
2. Navigate to the Resolution Centre.
3. Select your order, select the item, and fill in all required claim details (including amp details for tube claims).
4. Wait for authorization and return instructions before sending any items back.

WHERE do items need to be returned to?
Once authorized through the Resolution Centre, send your package to:
Evatco Pty Ltd
PO Box 182, Wavell Heights North, QLD 4012, Australia

We do not accept site visits and therefore cannot accept direct in-person returns. Unidentified returns sent without an approved Resolution Centre ticket or sent outside our PO Box process may be rejected or heavily delayed. Evatco takes no responsibility for unreceived or untracked items.

HOW do customers return items?
Returned items must be packed with the utmost care. Using the original box and protective packaging in which you received your item is ideal. Please include a note inside the package with your Name, Order Number, and Resolution Centre Ticket ID.

SHIPPING for returns?
All items returned to Evatco (from Australia or New Zealand) are returned strictly at the customer's expense. Return shipping costs are non-refundable.

CREDIT for returns?
After we have physically received the product, reviewed it, and ascertained a genuine fault, then and only then will a credit be applied directly to your Evatco account for future use on the website.