Warranty & Returns
Naturally, our goods come with guarantees that cannot be excluded under the Australian Consumer Law and we endorse these guarantees. However, there are conditions within the Law that protect both you and us as a provider of goods and services.
However, if you experience any sort of problem, we simply encourage you to call us as soon as you can so that we can help with a prompt solution.
The following is an outline of the Audio Apartmento Warranty, Returns & Refund Policy.
- Dead on Arrival
If you are experiencing problems, please call Allan on 0498 127 097 – or send a brief email to report and we will advise a solution including how to return the goods if deemed necessary. Products must be complete and in as new condition, including, if supplied all internal and external packaging, accessories, cables, instruction manuals, CD’s etc for that product along with a copy of your receipt if you have it or date of purchase. Note, these are all a part of your purchase and must be returned. NOTE:PLEASE DO NOT WRITE ON THE CARTON! PLEASE ATTACH AN ADDRESSED ENVELOPE AND INSERT DETAILS/REPORT ETC INSIDE THE ENVELOPE.
Note: If product is returned and not found to be faulty, then you will be billed for freight costs to and from your location plus a small service fee – see No Fault Found below.
If the fault is confirmed (must be by authorised Service Agent) as a “major fault” not caused by you, we will immediately arrange a replacement or refund if no replacement is available. If product is not in stock we will offer an equivalent or better at no extra charge. If it is a “minor fault” not caused by you, then you are entitled to have the goods repaired or replaced but not a refund..
What is a major fault? For example, you buy a new CD player and there is no sound. It is determined the ‘main CD transport and IC board” is faulty. You are entitled to a new CD player or refund etc.
What is a minor fault? Same thing, you buy a new CD player and there is no sound. It is determined that a small resistor is faulty. It is repaired and returned to you. No refund is due. It was a minor fault. There are also some things that may appear to be faulty but are either incorrect installation or operator use or maybe caused by external factors in the place where the goods are installed/located.
If we cannot resolve the problem over the phone and the product has been in your possession more than 30 days, then at your cost you will need to return the item to (1) the nearest authorised Service Agent if you live more than 100kms from the ACT or (2) return the item to our ACT office.
Extremely Important!
Goods must be returned by Australia Post Satchel or our nominated/authorised Courier/Transport company which is why we ask you to contact us first.
- Damaged on Arrival
Any products received damaged on arrival will be replaced with new. If at all possible, claims for damaged goods should be made within 24 hours from when you took possession. We will need to evaluate the validity of the damage claim upon the products return. Please contact us via email or phone.
- No Fault Found
If the goods are found to be in working condition and not faulty as described, we will then contact you to advise our findings. The goods will then be returned with a small service charge plus an amount for freight costs in both directions. We will pay for return shipping costs for under warranty items. No Fault Found items are charged at $10, $20; $30 or $40 maximum simply based on how long it takes our service personnel to assess the problem.
- Goods Not Suitable for Intended Purpose
Audio Apartmento will also, solely at our decision, accept product returns and provide you with an exchange voucher, refund or repair within 30 days from date of purchase where:
(1) If the product is not of saleable quality, we will offer an exchange or refund, providing you return it to us in the condition we sold it and have not damaged it by misuse or abuse.
(2) The product does not meet an implied condition – in other words we said it would do certain things and it doesn’t – so is not suitable for its intended purpose. There are exceptions here and we follow the guidelines set down as per the ACT Consumer Affairs web site. You are entitled to an exchange, credit or full refund if we said it had a headphone socket and it doesn’t; we said it would play all types of CDs for example and it doesn’t.
Here are some examples where we won’t accept product returns: The amplifier should go louder than you thought, but is within specification; the item should sound better than you thought, you find the headphones uncomfortable, or are using the goods for a purpose that it was not designed to do. Another area that is often misunderstood is radio reception. This is totally dependent on your location in relation to any radio transmitter. If the sound quality is acceptable in one location – with/without antenna – but not in another, the goods are not faulty. You should always connect the product to an external antenna (sold separately).
In these cases where the goods are not faulty and do meet an implied condition, but you are dissatisfied with the performance we may decide, again at our discretion, to accept the goods back for an exchange voucher (Credit Note) to be used in purchasing goods of equal or greater value, but this will be less any freight/handling expenses incurred by us in getting the goods to you and may attract a 20% to 25% restocking fee.
(3) The product does not match the description advertised.
Please note, in the case of electronic products Audio Apartmento may elect to return the product to the manufacturer’s Service Agent to determine/verify the nature of any problem.
The warranty offered is in addition to other rights and remedies offered under Australian consumer law.
Subject to Australian consumer law, Audio Apartmento shall not be liable for any consequential damages sustained in connection with the said unit, and Audio Apartmento neither assumes nor authorises any representative or any other person to assume for it any obligation or liability other than such as is expressly set forth herein.
- Package Deals
If you seek a refund for any item that was purchased as part of a ‘bundle’ or ‘system package’ Audio Apartmento will refund the price in accordance with deal eligibility. No refund will be given on free items and any refund amount may be recalculated if your return results in ‘bundle’ or ‘system package’ eligibility no longer being met.
- Conditions
You must present your Audio Apartmento Invoice or other adequate proof of purchase such as bank or credit card statement if requested by us. If you cannot present your Audio Apartmento Invoice, or other acceptable proof of purchase, Audio Apartmento reserves the right not to offer a refund or exchange. Audio Apartmento will be happy to refer you to the manufacturer’s customer service hotline for assistance with operating difficulties or product repairs.
- Goods No Longer Required
Our returns policy is in accordance with Consumer Affairs ACT and forms part of our Terms and Conditions of Sale. According to Consumer Affairs ACT website, you are not entitled to a refund if you:
- Change your mind – hopefully we can still help.
- Find the goods cheaper elsewhere
- Problem with delivery arrival times – once goods have left our warehouse there is little we can do to speed up the process, but all goods are insured against loss.
- Were aware of the relevant fault before buying the goods – pretty obvious that these goods are not returnable.
- Damaged the goods by misusing them – maybe we can get them repaired for a small amount.
- Cannot provide proof of purchase, such as a receipt or bank statement – we have an electronic record of all sales so no issue.
If after the sale, you find that the goods do not meet an implied condition – in other words we said it would do certain things and it doesn’t – so is not suitable for its intended purpose – see Point 4 above for more information – then this is a breach of the contract, so you are entitled to seek a ‘remedy’ of your choice, such as a:
- Replacement (exchange).
- Store credit (gift card or voucher).
Freight, delivery or installation costs are usually not refundable. Returned goods are legally your responsibility until signed for by us.
You will not be eligible for free delivery on your order if any items are cancelled or returned for a refund, bringing the total order amount below $99.
We will process any approved refund within 10 working days of fault verification for any returned item that has been paid by you or debited from your credit card.
The warranty offered is in addition to other rights and remedies offered under Australian consumer law.
Subject to Australian consumer law, Audio Apartmento shall not be liable for any consequential damages sustained in connection with the said unit, and Audio Apartmento neither assumes nor authorises any representative or any other person to assume for it any obligation or liability other than such as is expressly set forth herein.
Summary
Obviously we sell only top brands with proven track records when it comes to reliability and after-sales-service, so problems are minimal. Even so, we understand the frustration when something either doesn’t do what you expected or is faulty. We don’t want that to be your experience, so please call us as soon as you suspect a problem so that we can provide a satisfactory remedy asap.
Return address unless advised otherwise (please check) is Unit 3, 5 Bodalla Place, Fyshwick, ACT 2609
Allan McFarlane
Audio Apartmento