Refund policy

Returns & Refund Policy

Factory Sound Sales Pty Ltd (ABN 51 067 110 098)
Last updated: April 2026

Our Commitment

At Factory Sound, we stand behind every product we sell. This policy outlines your rights and our procedures for returns, exchanges, and refunds — including your non-excludable rights under the Australian Consumer Law (ACL), which forms Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Nothing in this policy limits, excludes, or modifies any right or remedy you have under the ACL or any other applicable Australian law.

Your Rights Under the Australian Consumer Law

When you purchase goods from Factory Sound, they come with consumer guarantees under the ACL that cannot be excluded. Our goods must be:

  • of acceptable quality (safe, durable, free from defects, acceptable in appearance and finish)
  • fit for any purpose we represent them to be fit for
  • as described (matching any sample or demonstration model)
  • accompanied by clear title

If a product has a major failure, you are entitled to choose a:

  • full refund, or
  • replacement of the same type of product, or
  • compensation for the reduction in value below the price paid.

If a product has a minor failure that can be remedied, we may choose to repair or replace the item, or provide a refund — whichever we determine is appropriate.

These rights apply regardless of any manufacturer warranty and are in addition to any warranty provided by the manufacturer or us.

Note for businesses: The ACL consumer guarantees apply to goods acquired wholly or predominantly for personal, domestic or household use. Where goods are acquired for business or commercial purposes, different provisions may apply. Please contact us to discuss.

Change of Mind Returns

We understand that purchasing professional audio equipment is a considered decision. Where a product has been incorrectly selected or is no longer needed, we may accept a change of mind return at our discretion, provided:

  • The return is requested within 14 days of the delivery date
  • The item is in its original, unopened, and undamaged packaging
  • All accessories, cables, documentation, and registration cards are included
  • The item has not been used, installed, or powered on
  • Proof of purchase is provided

If a change of mind return is accepted:

  • A restocking fee of up to 15% of the purchase price may apply
  • Original shipping and handling charges are non-refundable
  • Return shipping is at the customer's expense
  • Refunds will be issued to the original payment method once the item has been inspected and approved

We reserve the right to decline a change of mind return if these conditions are not met.

Special Order Items

Items explicitly designated as Special Order on our website or in your order confirmation are ordered specifically for you from our suppliers. Once your order has been placed with the relevant supplier:

  • The order cannot be cancelled
  • No refund or exchange will be given for change of mind

This does not affect your rights under the ACL in the event the goods are faulty, damaged, or not as described.

Faulty, Damaged, or Incorrect Items

Dead on Arrival (DOA)

If your item arrives non-functional or significantly damaged in transit, please contact us within 5 business days of delivery. We will arrange:

  • A replacement unit dispatched as quickly as possible, or
  • A full refund to your original payment method,
  • At our cost, including return shipping

To lodge a DOA claim, please provide:

  • Your order number
  • A clear description of the fault or damage
  • Photographs or video demonstrating the issue

Warranty Claims and Faulty Goods

If a product develops a fault after initial use, your ACL rights still apply. Please contact us with details of the fault. Depending on whether the failure is major or minor, we will arrange:

  1. Assessment of the product (at our expense if the fault appears to be genuine)
  2. Repair, replacement, or refund in accordance with the ACL

For manufacturer warranty claims, we will facilitate the claim process on your behalf or direct you to the manufacturer's authorised service agent, whichever results in the fastest resolution.

Please note that the following are not covered by warranty or this returns policy:

  • Damage caused by misuse, accident, unauthorised modification, or failure to follow product instructions
  • Normal wear and tear
  • Cosmetic damage that does not affect product functionality
  • Damage caused by operating outside the permitted or intended uses described in the documentation
  • Products with removed or altered serial numbers

Software, Downloadable Content, and Licence Keys

Software licences, activation codes, and downloadable content are non-returnable and non-refundable once the code has been revealed or the download initiated, except where the product is faulty or not as described under the ACL.

How to Return an Item

Before returning any item, you must obtain a Return Authorisation (RA) number from us. Items returned without an RA number may be refused or delayed.

To request a Return Authorisation:

  1. Email returns@factorysound.com.au with:
    • Your order number
    • The item(s) you wish to return
    • The reason for the return (change of mind, faulty, DOA, incorrect item, etc.)
    • Photos where relevant (e.g. damage, incorrect item received)
  2. We will respond within 2 business days with an RA number and return instructions
  3. Pack the item securely in its original packaging, clearly marking your RA number on the outside of the parcel
  4. Ship to the address provided in the return instructions

Return shipping:

Return reason Who pays return shipping?
Faulty / DOA / incorrect item Factory Sound
Change of mind (approved) Customer
Warranty claim Assessed case by case

We strongly recommend using a tracked and insured service for all returns. Factory Sound is not responsible for items lost or damaged in return transit.

Refund Method and Timing

Approved refunds will be processed as follows:

  • Credit card payments (Visa, Mastercard): refunded to the original card, typically within 3–5 business days of approval. Please allow an additional 1–2 business days for funds to clear with your bank.
  • PayPal payments: refunded to your PayPal account within 3–5 business days of approval.
  • Account/credit customers: credited to your Factory Sound account.

We do not issue cash refunds. Refunds will not include any payment surcharges, original shipping fees (except where the return is due to our error or a product fault), or any other incidental costs.

Exclusions

The following are not eligible for return or refund under this policy (except where required by the ACL):

  • Items returned without a valid RA number
  • Items returned more than 14 days after delivery (change of mind)
  • Items not in original, resaleable condition
  • Special order items (change of mind)
  • Software licences and digital download codes (once revealed or activated)
  • Consumables (batteries, strings, drumheads, etc.) once opened or used
  • Goods damaged through misuse, neglect, or unauthorised modification

Contact Us

For all returns, warranty claims, or questions about this policy:

Factory Sound Sales Pty Ltd
75–85 York St, South Melbourne, Victoria
ABN 51 067 110 098

Email: returns@factorysound.com.au
Phone: 1800 816 244
Hours: Monday–Friday, 9:30am–6:00pm AEST

For urgent matters relating to dead-on-arrival or significantly damaged items, please contact us by phone so we can prioritise your case.

This policy is subject to change. The current version will always be available on our website. This policy does not affect your rights under the Australian Consumer Law.