Returns, Refunds, Warranty & Installation Terms

Overview

We aim to provide high-quality products and professional installation services so you can purchase with confidence. This policy outlines how returns, refunds, repairs, exchanges, and installation payments are handled in accordance with Australian Consumer Law (ACL).

 

This policy forms part of our Terms and Conditions of Sale.

How Returns Are Assessed

All return requests are assessed in the following order:

1. Australian Consumer Law (ACL) – where goods are faulty, unsafe, not as described, or unfit for purpose.

2. Non-Fault / Change-of-Mind – where goods are not faulty and meet their stated specifications.

3. Installed, Customised or Special-Order Goods – which are generally non-returnable

Change of Mind (Non-Faulty Products)

We do not offer refunds for change-of-mind purchases. This includes, but is not limited to:

- Personal preference or dissatisfaction with sound or picture quality

- Comfort or aesthetic considerations

- Deciding the product is no longer required

- Incorrect selection where the product meets its advertised specifications

Where goods are not faulty and meet their stated specifications, you are not entitled to a refund under Australian Consumer Law.

Faulty Products – First 30 Days

Confirmed faulty products reported within 30 days of delivery will be handled in accordance with Australian Consumer Law.

Customers must complete basic troubleshooting as outlined in the product manual and contact us prior to returning any item. If a product is returned and no fault is found, service and freight charges may apply.

Major vs Minor Faults (Australian Consumer Law)

A major fault entitles you to a replacement or refund.

A minor fault will be repaired or replaced as required under Australian Consumer Law.

Products Over 30 Days Old

Products that develop a fault after 30 days may require assessment by an authorised service agent. Freight and handling costs may apply unless otherwise required under Australian Consumer Law.

Goods Damaged in Transit

Any damage must be reported within 24 hours of delivery. Failure to notify within this timeframe may affect the ability to make a claim.

No Fault Found

Products assessed and found to be fully functional may incur freight costs and a service or assessment fee.

Return Authorisation (RGA)

All returns require prior approval and a Return Goods Authorisation (RGA). Goods returned without authorisation may be refused or returned at the customer’s expense.

Proof of Purchase

Valid proof of purchase is required for all returns, including an invoice, receipt, or bank or credit card statement.

Refund Processing

Approved refunds will be processed within 10 business days following verification.

Freight, delivery, and installation costs are generally non-refundable, unless required under Australian Consumer Law.

Installation Terms & Conditions (Larger Orders Requiring Installation)

For orders involving professional installation services:

- A minimum deposit of 70% of the total invoice value (including equipment and labour) is required to confirm the order and secure an installation booking.

- The remaining balance must be paid in full no later than 24 hours prior to the scheduled installation date.

- Installation dates are not confirmed until the required deposit has been received.

- Once equipment has been ordered, allocated, or installation preparation has commenced, deposits are non-refundable.

- Cancellation or rescheduling within 72 hours of the scheduled installation date may incur labour or administrative charges.

- Once equipment has been installed, it is considered used and is not eligible for change-of-mind return.

Australian Consumer Law Statement

Our goods come with guarantees that cannot be excluded under 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.

This warranty is in addition to other rights and remedies available under Australian Consumer Law.

 

Third-Party Couriers & Rideshare Collections

 

For security and liability reasons, we do not permit orders to be collected via third-party couriers or rideshare services, including but not limited to Uber, Uber Connect, DiDi, Ola, DoorDash, or similar services.

Orders placed for in-store pickup must be collected in person by the purchaser, and valid photo identification may be required at the time of collection.

We cannot release goods to:

• Rideshare drivers
• Food delivery services
• Third-party couriers
• Any other unauthorised third party

If you require delivery, please select an appropriate shipping or delivery option at checkout or contact us prior to purchase to arrange delivery.

Orders presented for collection by unauthorised third parties will be refused.

 

Click & Collect

Please make sure you wait for your collection email before heading to the warehouse as your item may not be available for collection. The email will include information about the collection process.

How does Click & Collect work?

Choose your products online

Add them to your shopping bag

Select Click & Collect as the delivery method at checkout

You will receive a collection notification email  – normally within 24 hours of placing an order

Collect your order from our warehouse

Make sure you bring your collection notification or photo ID

Collect from the warehouse door - located to the far left of the building next to the carpark

Is Click & Collect a FREE service?

Yes – Click & Collect is FREE for all orders with no minimum purchase value. 

How long do you hold Click & Collect orders?

We hold Click & Collect orders for 6 months from when you receive your collection notification.

If you do not collect your order within 6 months we cancel the items and refund the order back to the payment method used when placing your order, unless an alternative agreement has been made prior.

Can someone collect my Click & Collect order for me?

No - Only the person who made the purchase is able to collect.

Are all products available for Click & Collect?

Most items are available for Click & Collect but there are some exceptions. Click & Collect will be shown as a delivery method at checkout if it is available for your selected items.

 

Click & Collect collection

Where do I pick up my Click & Collect order?

Pick up your Click & Collect order from the warehouse door - located to the far left of the building next to the carpark. The warehouse address will be provided on the collection email.

We do not operate Click & Collect from the retail store. 

What time can I collect my order from the warehouse?

Please wait for your confirmation email prior to visiting the warehouse – normally sent within 24 hours of placing your order.

The warehouse opening hours are 9:30am - 5:30pm, Monday - Saturday.

What do I need to bring to collect my Click & Collect order?

For Click & Collect, make sure you bring

• Your photo ID

• Your order collection notification (on your phone is fine)

Can I get my Click & Collect order delivered?

You can get your Click & Collect order delivered, please contact us at support@melbournehifi.com.au to arrange delivery.