Returns Policy

Please ensure that you are familiar with the policies outlined below before returning any item.

If you are experiencing technical difficulties, we recommend thorough troubleshooting be performed before concluding that the product is faulty. Please remember that we're here to help. If you require our assistance, please feel free to contact us.


30 Day Returns

If you have made an error when ordering or have simply changed your mind, you may return an item within 30 days for an exchange, store credit or a refund. Please ensure that each of the following conditions are met in order to qualify.

  • Return requests must be received within 30 calendar days of your order being placed.
  • If approved, the return must be received within 10 business days from the date of approval.
  • The return shipping cost is to be covered by the customer.
  • The initial shipping cost is not refundable (please refer to the information below).
  • Items must be returned in perfect merchantable condition with original packaging and all accessories.
  • Due to hygiene regulations, any products that can be worn such as headphones must be returned unused and sealed in the original packaging as supplied by the manufacturer.
  • Any custom made products (such as speaker cable cut to length) or products that are ordered in by request (special order) are excluded from this offer and cannot be returned unless confirmed to be faulty.
  • The conditions outlined in the product return guidelines section towards the bottom of this page are also applicable.

Once we have confirmed receipt of your request and have granted approval, simply send the item back to us. Upon receiving your return and confirming that the conditions specified above have been met, we will proceed in processing your choice of an exchange, store credit or a refund.

30 Day Returns - Shipping Fees

When returning any items under the conditions outlined above, unfortunately the initial shipping cost is not refundable as this cannot be recovered. Please note that in many cases the cost to us is greater than that which is charged to you. It is the true cost that was charged to us by the carrier which cannot be refunded. Upon request, we can provide details of the applicable consignment to validate the actual shipping cost.

In the case of a partial return (returning some items from an order with multiple items), the shipping cost will be calculated based on the items returned. If you previously qualified for discounted or free shipping and your return reduces the total order value below the qualifying amount then the current flat rate fee will be deducted from the store credit or refund provided.


Warranty

All products that we stock are covered by an Australian warranty.

Space Branded Products

All Space branded products are covered with a convenient in house warranty. This means that any warranty returns for these products will be handled completely by us. This will provide the fastest turnaround time possible.

The warranty provided will only cover faults which have occurred through normal use. The warranty will not cover failures which are the result of accidental damage, incorrect installation, misuse, neglect, improper maintenance, electrical surges, lightning damage or alteration of the product.

Generic or Unbranded Products

For a number of our own product lines, we are the manufacturer and/or direct importer. These products are covered with a convenient in house warranty. Any warranty returns for these products will be handled completely by us, which will result in a fast and efficient turnaround time.

The warranty provided will only cover faults which have occurred through normal use. The warranty will not cover failures which are the result of accidental damage, incorrect installation, misuse, neglect, improper maintenance, electrical surges, lightning damage or alteration of the product.

Please note that this does not in any way imply the practice of parallel (grey) importing. Any branded products that we stock that are represented by an official Australian distributor are sourced through applicable avenues. This provides you with peace of mind knowing that these products comply with all Australian standards and are provided with a full Australian warranty and local support. Please refer to the section below.

All Other Brands

We are an authorised dealer for all the brands that we stock and these products are sourced from an authorised Australian distributor or direct from the manufacturer. These products may be bound by a different set of conditions specifically set out by the distributor or manufacturer. Please refer to the warranty booklet or the manufacturers website for detailed warranty Information. You are also welcome to Contact Us for clarification.

In the event of a warranty claim, we are more than happy to provide complete support and take care of this on your behalf. Alternatively, you may prefer to deal with the authorised repair agent directly as this will often result in a faster turnaround time.

Applicable to All Products

In the unlikely event that your product stops performing correctly and is confirmed to be defective, we will strive to provide you with a prompt and effective solution. Depending on the most suitable course of action, this may be resolved with a repair, replacement or a refund.

In the rare event that you have a defective product and would like to initiate a warranty repair or replacement, you should first complete the return authorisation request form. After completing this form and being granted approval, we will then request that you return the item to us.

Once we receive your return and are able to confirm that there is a fault present, we will repair or replace any defective parts, free of charge. Once this is complete, we will return the item back to you. In the unlikely event that we are unable to provide a repair or replacement, you will be provided with your choice of an exchange, store credit or a refund.

If our testing and examination concludes that the product is in perfect working order, we can make arrangements to return the item back to you.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The warranties that we offer are in addition to the guarantees provided under the Australian Consumer Law.


Exchanges

If an exchange has been approved, any differences in sale price for the replacement item will either need to be paid for or will be refunded before preparing the exchange for shipping.

If a partial refund is issued this will be provided through the same payment method that was originally used when the order was placed. Please allow up to 3 business days for any refunds to be processed.


Store Credits

If a store credit has been approved, this will be provided in the form of a voucher. The voucher will be valid for a period of 12 months.


Refunds

If a refund has been approved, this will be provided through the same payment method that was originally used when the order was placed. Please allow up to 3 business days for the refund to be processed.


Product Return Guidelines

Please ensure that each of the following conditions are met for any product returns.

  • All returns must be accompanied by a valid RA number (refer to the return authorisation request section below).
  • We cannot accept returned products that have been altered or damaged during installation. We recommend testing all related equipment and accessories before installation to ensure everything works as expected in the proposed system environment.
  • All items should be returned with suitable protective packaging and arrive without damage.

Return Authorisation Request

If you are ready to proceed with your return, please complete the Return Authorisation Request Form. Once this has been approved you will receive an e-mail with your return authorisation number. Please include this number with your return. You do not need to include any other documentation.

When returning any item to us under the approved conditions outlined above, we recommend selecting a shipping service which includes tracking. We cannot be held responsible for any returned items which are lost or damaged during transit.

If you have an account with us, you can login for an easier return process. Simply login to your account and then view your order history. Then view the applicable order and click the return icon for any products that you wish to return.