Refund policy

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

The Australian Consumer Law (ACL) protects consumers by granting them guaranteed rights when purchasing goods and services. The ACL mandates that goods must be defect-free and function as intended, while services must be performed with care and skill. These rights, known as 'Consumer Guarantees,' automatically apply whenever goods or services are supplied to a consumer.

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with the service, you are entitled to:

• Cancel your service contract with us, and
• Refund for the unused portion, or reimbursement 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 amount to 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 reimbursement for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Sonictrek Australia Refund and Warranty Policies

Sonictrek Australia will provide a refund, replacement, or repair in accordance with the Sonictrek Australia Minimum Voluntary Warranty Policy set out in this document. This policy only sets out the minimum time periods within which Sonictrek Australia will offer you a refund, replacement, or repair, and your rights under the ACL may extend beyond these periods.

To obtain a refund or any other remedy, please visit your nearest Sonictrek Australia store or contact us. You will be required to provide proof of purchase from Sonictrek Australia. Sonictrek Australia needs to be satisfied that the product is faulty, the cause of the fault, and that the problem with the goods was not your fault. Sonictrek Australia reserves the right to have returned goods assessed within a reasonable timeframe by the manufacturer to determine this, including whether the goods are defective or simply require basic troubleshooting.

In most circumstances, faulty goods would have been sold complete with out-of-the-box accessories such as remotes, controllers, power cords, battery chargers, and computer connectivity cables. It is a requirement for the fulfilment of refunds, exchanges, and replacements that customers have used their best endeavours to return faulty products complete with the out-of-the-box accessories supplied at the time of the original purchase.

Sonictrek Australia reserves the right to not provide a remedy in accordance with the Sonictrek Australia Minimum Voluntary Warranty Policy where the product has been used predominantly in a commercial or business environment or for commercial or business purposes and Sonictrek Australia has not, prior to purchase, expressly advised that the product is designed for that environment or purpose. In such circumstances, you may still have rights against Sonictrek Australia under the ACL.

Refund may be available after 30 days if breach of Consumer Guarantees as outlined by the ACCC

Original Manufacturer Support

Many manufacturers have dedicated support centres designed to handle product issues and may offer in-home support and advanced troubleshooting. Often, the manufacturer can provide a quicker assessment and remedy for any issue, even if the manufacturer's warranty has expired. You may prefer to contact the manufacturer rather than Sonictrek Australia, although you are not obliged to do so. If at any time you are not satisfied with the manufacturer's remedy in relation to your legal rights, you can contact a Sonictrek Australia support representative by live chat by clicking the chat bubble displayed on this website.

*(A) = Computers (B) = All products excluding computers

Sonictrek Australia or the manufacturer will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable timeframe. If the product is found to be faulty through no fault of the customer, the customer can request an exchange or refund of the original purchase price. Alternatively, customers can request a repair free of charge in accordance with the manufacturer's warranty. If the product is a Big & Bulky item (e.g., white goods, large/fixed kitchen goods, certain TVs), Sonictrek Australia will, if possible, organize with the manufacturer to repair the product at your premises as the most convenient remedy. If you are not satisfied with this remedy, refer to the teal section below for seeking a remedy under the ACL.

 

In the event of a major failure or minor defect, if the product is determined faulty through no fault of the customer, the customer can request a free repair by an approved manufacturer’s repairer. If the goods cannot be repaired within a reasonable timeframe, the customer can request a replacement from Sonictrek Australia. Sonictrek Australia will replace the product with a new or used product of the same brand with similar features. In some cases, the ACL may still provide for an automatic replacement or full refund of the original purchase price. Refer to the beige section below for seeking a remedy under the ACL.

 

While individual circumstances may vary, the policies set out above are intended to provide you with remedies that Sonictrek Australia believes to be consistent with your statutory rights under the ACL in the event of a breach of a Consumer Guarantee related to faulty products. However, these policies are in addition to, and do not limit, your rights with respect to the Consumer Guarantees or any other rights and remedies under the law for goods sold by Sonictrek Australia. If you are not satisfied with a remedy under the Sonictrek Australia Minimum Voluntary Warranty Policy, you can discuss your concerns with a customer support agent by live chat below, who is authorized to provide an alternative remedy where appropriate. If the customer support agent believes the Sonictrek Australia remedy is adequate but you still feel your ACL rights are not being observed, you can submit your concerns in writing to our ACL Warranty Claims Officer by emailing consumerrights@sonictrek.com.au for further consideration.

To start a return, you can contact us at support@sonictrek.com.au.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@sonictrek.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@sonictrek.com.au.