Refund policy
Last updated: 19 November 2025
This Refund & Returns Policy complies with the Australian Consumer Law (ACL) set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Your rights under the ACL cannot be excluded, restricted, or modified.
For further information about your consumer rights, please visit the Australian Competition & Consumer Commission (ACCC) or your state/territory consumer protection agency.
Consumer Guarantees Under Australian Law
Under the ACL, you are entitled to a repair, replacement, or refund if a product is faulty, unsafe, not as described, or does not perform as a reasonable consumer would expect. These guarantees apply regardless of our change-of-mind policy and for a period considered reasonable for the type of goods.
You are not entitled to a refund or replacement if you simply change your mind, found the item cheaper elsewhere, ordered the wrong product, or no longer want the product, unless we choose to offer this at our discretion under our change-of-mind policy.
Change-of-Mind Returns
We offer 30-day change-of-mind returns on eligible items.
To qualify, items must be:
- Unused and in original condition
- Returned in the original packaging
- Returned with all accessories, manuals, and proof of purchase
Change-of-mind returns are not available for:
- Special orders, custom or personalised products
- Software, digital downloads, activation codes
- Consumables, intimate or hygienic products
- Items that have been installed, mounted, altered, or show signs of wear
- Clearance and sale items (unless faulty under the ACL)
We reserve the right to refuse a return if the product shows use, damage, or missing components not resulting from our error.
Faulty or Defective Goods (ACL-Protected)
If your product appears faulty, damaged, or not working as expected, please contact us as soon as possible at sales@audioinfluence.com.au with your order details and a description of the issue.
Once the item is returned and assessed, we will provide one of the following remedies, depending on the nature of the fault:
- Repair
- Replacement
- Refund
- Exchange for the same or equivalent item
If the issue is classified as a major failure under the ACL, you may choose a refund or replacement. If the issue is not major, we may choose to repair or replace the item within a reasonable timeframe.
How to Return an Item
Please contact us at sales@audioinfluence.com.au before sending any item back so we can provide instructions and a Return Authorisation (if applicable).
Return address:
Audio Influence
774–776 Nicholson Street
Fitzroy North VIC 3068
Australia
Please do not return goods directly to the manufacturer unless we specifically instruct you to do so.
Refund Process
Once your return is received and inspected, we will notify you by email whether your refund has been approved or declined.
If approved, your refund will be processed to your original method of payment. Processing times may vary depending on your bank or payment provider.
If you have not received your refund after the usual processing period, we recommend you:
- Check your bank or credit card account again
- Contact your credit card company, as it may take some time before your refund is officially posted
- Contact your bank, as there is often some processing time before a refund is posted
If you have completed these steps and still have not received your refund, please contact us at sales@audioinfluence.com.au.
Shipping Costs for Returns
- For change-of-mind returns, you are responsible for the cost of return shipping.
- For faulty products covered under the ACL, we will reimburse reasonable return postage costs or provide a prepaid return label.
- Original shipping costs are generally non-refundable unless required under the ACL.
For higher-value returns (typically over $75), we recommend using a tracked shipping service and/or purchasing shipping insurance. We are not responsible for returns lost in transit.
Gifts
If the item was marked as a gift and shipped directly to you, we may issue a store credit for the value of your return once it is received and approved. If the item was not marked as a gift, or the order was shipped to the original purchaser, any refund will be processed to the original purchaser’s payment method.
Governing Law & Regulators
This policy is governed by the Australian Consumer Law, the Competition and Consumer Act 2010, and applicable state and territory fair-trading legislation, including but not limited to:
- Consumer Affairs Victoria
- NSW Fair Trading
- Queensland Office of Fair Trading
- Consumer and Business Services South Australia
- Consumer Protection Western Australia
- Access Canberra
- NT Consumer Affairs
- Tasmanian Consumer, Building and Occupational Services
Nothing in this policy is intended to limit or exclude any rights you have under the Australian Consumer Law.