For all information on warranty, returns and refunds please read below. You may also find relevant information on our Terms and Conditions page.
Different products on sale at Factory Sound have varying warranties. Most are 12 months, however some (such as smoke machines) are 6 months, while certain mixing consoles, microphones, speakers and stands have 3 years or more warranty. If you are unsure about the warranty period for a product you are considering, please check at the time of purchase.
If your product is faulty due to being dropped, mistreated or used in a manner for which it was not designed, chances are it won't be covered under the standard manufacturer's warranty. This includes DJ consoles which have had a drink accidentally spilt on them.
Should your product have stopped functioning correctly during normal and correct operation, it is more-than-likely covered under the manufacturer's warranty - so contact Factory Sound to help resolve the issue as swiftly as possible.
Please note - troubleshooting your potentially defective item is a very important step in the warranty resolution process. If you send an item back to Factory Sound for warranty repair and no fault is found, there may be a charge associated with the non-repair.
DOA - Item is faulty out-of-box (dead on arrival)
In the rare event that you receive an item which is faulty out-of-box, Factory Sound will make every attempt to swap the item for the same model either utilising our floor stock, or with the assistance of the relevant importer or manufacturer.
Sometimes this is not possible due to stock levels. Work with us here, we'll be trying as hard as we can to make sure you get looked after.
Refunds and Returns
We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase – e.g. your receipt.
Where can I get further help?
At Factory Sound, we pride ourselves on being fair, helpful, and getting the best possible outcome for all parties. You first point of contact is always to call or email Factory Sound to let us solve your problem.
Should you not be completely satisfied with the service we have provided, here are a few links to help with your consumer rights:
ACCC - Australian Competition and Consumer Commission
Consumer Affairs Victoria - Guarantees, warranties and refunds