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Refund, Returns And Warranty Policy
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please send goods back in original condition and box for exchange or refund.
To complete your return, we require a receipt or proof of purchase.
30 Day Exchange
1. Faulty exchange: If buyer found the goods is faulty or damaged when arriving, the buyer can claim exchange within 30 days of receiving. Email us first. Once we confirm, you can send the goods to us and we will send you another one. We pay for both way postage in this situation. But if the goods damaged by incorrect installation or use or it is non-faulty after our checking, faulty exchange will not be covered. Buyer has to pay for both way postages to exchange the goods.
2. Wrong order exchange: If buyer orders wrong products or changes of mind and wants to exchange the right one, buyer can claim exchange within 30 days of receiving. We will exchange to you if we have. Buyer has to pay for both way postages to exchange the goods.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
30 Day Refunds
Original Postage is NOT refundable unless we send out the item that is not ordered.
For return shipping fee, we only pay for sending out the item that is not ordered or faulty merchandise. For the issues of wrong item ordered, change of mind, machine’s non-faulty or physically damaged by incorrect operation, etc., buyer has to pay for return shipping fee.
We charge restocking fee 20% of item price.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Warranty for the Machines
We have 12 month “return to base” warranty for the machines. After 30 days of receiving, all issues will be treated as a warranty issue. We have phone and email support. Contact us first. Once confirmed, you can send goods to us. we will send repaired goods to you. You pay for the postage of sending goods to us. We pay for the postage of sending out goods back to you. If the goods is physically damaged or over the ability use, we will not pay for the parts cost and back postage but we will still pay for labour cost.
Shipping Returns
To return your product, you should mail your product to us.
You will be responsible for paying for your own shipping costs for returning your item.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at.
Need help?
Contact us at info@soundgraphics.com.au for questions related to refunds and returns.