Warranty & Returns

For all information on warranty, returns and refunds please read below. You may also find relevant information on our Terms and Conditions page.

Warranty

Different products on sale at Factory Sound have varying warranties. Most warranties last for 12 months, however some products (such as smoke machines) may have a 6-month warranty, while certain mixing consoles, microphones, speakers and stands come with warranties lasting 3 years or more. All warranties applicable to products are identified in the description for each product. If you are unsure about the warranty period for a specific 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 for, 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. 

The section above (“Warranty”) must be considered against the following context: Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Items Faulty out-of-box 

In the rare event that you receive an item which is faulty out-of-box, Factory Sound will make every attempt to replace the faulty item for the same model, either by utilising our floor stock or with the assistance of the relevant importer or manufacturer. 

 

Please note that while we strive to ensure a swift replacement process, there may be occasions where this is not possible due to stock availability. Rest assured, we will work diligently to resolve the issue and ensure you are looked after to the best of our ability, in accordance with your rights under the Australian Consumer Law.

Refunds and Returns

Under the Australian Consumer Law, 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; or
  • 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. Please call or email Factory Sound to assist you with the best possible outcome.


Should you not be completely satisfied with the service we have provided, here are a few links to help with your consumer rights:

 

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