Returns Policy
We want you to be happy with your purchase. The following sets out our returns and refunds policy. Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Return Window
Our policy lasts 30 days from delivery. If 30 days have passed since you received your purchase, we are unable to offer a refund or exchange except where the item is faulty or your rights under Australian Consumer Law apply.
Eligibility for Return
To be eligible for a return, the item must be:
- Unused and in the same condition you received it
- In its original packaging, with all parts, accessories and documentation
- Accompanied by a receipt or proof of purchase
Re-Stocking Fee
Returns of unopened, unused product in original packaging are subject to a re-stocking fee of 20% of the product price, deducted from your refund. This covers the cost of inspection, repackaging where required, and return-to-stock processing.
Original shipping charges are non-refundable. Return shipping is the customer's responsibility.
Important — Australian Consumer Law: The re-stocking fee applies to change-of-mind returns only. It does NOT apply where you are exercising your rights under the Australian Consumer Law for faulty, damaged or non-conforming products. In those cases, no re-stocking fee applies and original shipping costs may also be refundable depending on the nature of the issue.
Non-Returnable Items
The following items cannot be returned except where faulty or where your Australian Consumer Law rights apply:
- Installed products (once a product has been fitted to a vehicle, it cannot be returned unless faulty)
- Special-order or custom-configured products (products sourced specifically for your order from outside our standard stocked range, or configured to your specifications) — these cannot be returned for change of mind because they cannot be returned to general stock. Your rights under the Australian Consumer Law for faulty or non-conforming products still apply.
- Gift cards
- Items returned more than 30 days after delivery
- Items missing original packaging, parts or accessories
- Items showing signs of use, installation attempt, or damage not caused by us
Faulty or Damaged Products
If your product is faulty, damaged on arrival, or not as described, you are entitled to a remedy under the Australian Consumer Law. Contact us at info@audioemporium.com.au or 02 993 92977 as soon as possible — ideally within 48 hours of delivery for damaged-on-arrival items.
For faulty products, we will work with you and the manufacturer's Australian distributor to assess and resolve the claim. Depending on the fault and the manufacturer's policy, this may involve repair, replacement, or refund. As an authorised dealer for the brands we stock, we have direct distributor support and can often resolve warranty claims faster than customers buying through unauthorised channels.
How to Request a Return
- Email us at info@audioemporium.com.au with your order number, the item you want to return, and the reason
- We will respond with a Return Authorisation and shipping instructions
- Pack the item securely in its original packaging
- Ship to the address provided in your Return Authorisation
- We recommend using a tracked shipping service — we cannot accept responsibility for items lost in return transit
Please do not send returns to the manufacturer or distributor directly. Returns must come back to us.
Refunds
Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund.
If approved, your refund will be processed to the original payment method, less:
- Original shipping charges (non-refundable)
- The 20% re-stocking fee
- Any damage or missing-parts deductions where applicable
Refunds typically appear on your statement within 5–10 business days after processing, depending on your bank or card issuer.
Late or Missing Refunds
If you haven't received an approved refund within 10 business days, first check your bank account and contact your credit card company — there can be processing delays before a refund is officially posted. If you've done both and still haven't received it, contact us at info@audioemporium.com.au
.
Sale Items
Sale items can be returned within the same 30-day window, but the re-stocking fee applies as for full-price items. Refunds are processed at the sale price paid, not the original price.
Exchanges
We will exchange items where they are faulty or damaged. If you need to exchange a faulty item for the same product, email us at info@audioemporium.com.au and we will arrange replacement.
For change-of-mind exchanges (e.g., wrong size, wrong colour), the same conditions and re-stocking fee apply as for returns. We recommend returning the original item for refund and placing a new order for the correct item, which is usually faster.
Installation Service Cancellations
If you have booked an installation at our Sydney workshop:
- Cancellations more than 48 hours before the booking: deposit refunded in full
- Cancellations within 48 hours of the booking: deposit may be retained to cover scheduling costs
- If we cancel or reschedule your booking, no fee applies
Workmanship Warranty
Installation work performed by Audio Emporium at our Sydney workshop is covered by our lifetime workmanship warranty. This covers the installation work itself — wiring, fitment, mounting and integration — for the lifetime of the original customer's ownership of the vehicle in which the work was performed.
The warranty does not:
- Transfer to subsequent owners of the vehicle
- Apply to work affected by subsequent modifications, accidents, or third-party intervention
- Cover the products installed, which are covered by the relevant manufacturer's warranty
To claim under the workmanship warranty, contact us at info@audioemporium.com.au or 02 993 92977 with your installation booking number and proof of original vehicle ownership.
Gifts
If the item was marked as a gift at purchase and shipped directly to you, you'll receive a store credit for the value of your return, less the re-stocking fee. Once the returned item is received, the credit will be emailed to you.
If the item wasn't marked as a gift, or the giver had the order shipped to themselves to give to you later, we will refund the gift giver and they will see the refund on their statement.
Return Shipping Address
Returns should be sent only after receiving a Return Authorisation, to:
Audio Emporium — Returns 6/750 Pittwater Rd, Brookvale NSW 2100, Australia Sydney NSW Australia
Customer is responsible for return shipping costs. For items over $200, we recommend using a tracked, insured service.
Contact
Returns questions can be sent to info@audioemporium.com.au or call 02 993 92977.
