Important
Any remaining manufacturer warranty will be identified in the product listing where known. Your statutory consumer rights do not depend on a manufacturer warranty card.
Australian consumer guarantees
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. They must be of acceptable quality, match their description and be reasonably fit for a purpose that you made known to us and relied on us to assess.
What is reasonable for a pre-loved product depends on factors including its age, price, disclosed condition, normal wear and the representations made in its listing. A clearly disclosed imperfection is part of the agreed condition, not a hidden fault.
Manufacturer warranties
Some pre-loved equipment may still have a transferable manufacturer or distributor warranty. We will identify that in the listing where we have reliable evidence, but we do not promise that every product includes one.
A manufacturer's voluntary warranty operates in addition to consumer guarantees. Its terms, transferability, claim process and remaining duration are set by the manufacturer or distributor.
Making a claim
- Stop using the equipment if continuing could cause further damage or create a safety risk.
- Contact us before returning it and provide your order details.
- Describe the problem, when it began, the connected equipment and troubleshooting already completed.
- Provide photos, video or error messages where relevant.
- Follow the packing, collection or assessment instructions we give you.
Repair, replacement or refund
For a minor failure, we may choose to repair the product within a reasonable time. For a major failure, you can generally choose a refund or replacement, although an identical replacement may not exist because our stock is pre-loved and often one of a kind.
Where a like-for-like replacement is not available, we will discuss the remedies that are practically available without limiting your rights under the Australian Consumer Law.
Repair notices and stored data
A repairer may use refurbished parts of the same type rather than new parts, or replace a product with a refurbished equivalent, where permitted and appropriate. We will pass on a repairer's notice where one is required.
If the product can store user data, settings or account details, back them up and remove personal information before assessment where possible. A repair may result in stored data being lost.
Transport and inspection
You do not need original packaging to exercise a valid consumer-guarantee right, although safe packaging is important for transport. For large goods with a valid fault, we will help arrange a reasonable assessment or collection method.
If no product fault is found, we may charge reasonable inspection or transport costs only where those costs were explained to you beforehand.
Talk it through
Unsure how this applies to your piece?
Tell us what you are buying, returning or trading. A real hi-fi specialist will help you work out the practical next step.