Refund policy

 

Customer Charter - Tried, Tested and Trusted in Australia & NZ

Soundz Store Australia aims to sell quality products that meet customer expectations. We oversee the quality control of our goods in our supply chain and undertake quality control for all stock in our Australian warehouses before shipping to customers.  

Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. You are also entitled to choose a refund or replacement for major failures with goods.

Returned to Sender or Wrong Address Entered

If you have entered the wrong address or your item has been returned to sender, we will deduct shipping costs from any refunds requested, including if the item was purchased as 'free shipping'.

Change of Mind / Wrong Item Purchased

We will not provide a refund or replacement where you have changed your mind about the goods you have purchased and/or ordered the wrong item.  This includes incorrectly ordered specifications.  Please make sure you have selected the correct specification before purchase/before opening products.  Orders which are cancelled immediately after a purchase, but prior to shipment, will incur a 3.5% fee.  Orders which have already shipped cannot be refunded.

Faulty Goods Returns

If you believe you have purchased a faulty product, you must provide proof of purchase to receive a repaired or replacement product. Proof of purchase may be your original register receipt, credit card statement or any other form of evidence.  Items provided as 'free gifts', if faulty, will be repaired or replaced but will not be refunded as a monetary payment.

Soundz Store Australia may request you contact the manufacturer (through a warranty program), and/or may have the faulty product assessed by a third-party certified repair agent to determine the nature and cause of the fault. Soundz Store Australia reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.  Soundz Store Australia reserves the right to replace a faulty product preferentially to a refund such that a refund will only occur when a repaired, replaced or equivalent product cannot be supplied to customer as a remedy.

To return your product, you should pay for your initial postage (return postage will be refunded immediately when proven faulty*) and mail the product to:  
Soundz Store Australia
Parcel Collect 10207 21436
211 Queen Victoria Street
NORTH FREMANTLE WA 6159

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item without tracking.

Comfort levels, ergonomics or feel of bone conduction technology, earphones, headphones, sleeping masks or related products does not constitute a fault.

* Return postage refund rates are $9.99 (standard) or $15.95 (express).