Returns Policy

In the following paragraphs we explain some of the conditions that will apply to any purchase you make. However, as a family business that has been successful for over 40 years, please let us assure you that our main priority is and has always been to satisfy the needs of our customers even when in the occaisonal instance, things go wrong!

Dead on Arrival Or Less Than 30 Days Old

For added peace of mind we offer a full no-cost exchange on any confirmed faulty goods within 30 days from date of delivery to you. However we ask that you first go through the 'trouble shooting' list and check everything - especially that it is plugged into the AC Power and the switch is on! The 'trouble shooting' list is found at the back of most Instruction Manuals.

If you have done this and are still experiencing problems, please call us on (03) 9874-8233 during business hours - 10am to 5pm Monday to Friday  excluding Public Holidays - or send a brief email to report and we will advise a solution including how to return the goods if deemed necessary. As stated above we will pay freight costs both ways if the product has been in your possession less than 30 days. 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. 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. Audio Trends will reimburse you for any reasonable postage/freight costs that we authorise prior to the return of the goods. 

What is a major fault? For example, you buy a new TV and there is no picture. It is determined the 'panel' is faulty. You are entitled to a new TV or refund etc. What is a minor fault? Same thing, you buy a new TV and there is no picture. It is determined that a $1 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. One that is often a problem, but is not a product problem, has to do with reception - both TV and radio. Firstly, transmission is limited by distance and topography. We cannot be held responsible if you experience a problem due to where you live. If location is not a problem, then it is usually antenna related. It is the buyers responsibility to supply/install a suitable antenna.

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 our Ringwood Showroom or (2) return the item to our Ringwood showroom, but you will need an RGA - Return Goods Authorisation - so we can track the item. 

Extremely Important!

Under no circumstances send any goods back to us without first obtaining an RGA - Return Goods Authorisation. Include the name of the Audio Trends representative who has authorised the return on paperwork that includes your name, address and a brief summary of the problem. We will not be held responsible for freight costs on goods arriving without an RGA or via a non-approved courier. 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. Claims for goods damaged in transit should be made within 24 hours from when you took possesion. Transport companies usually will not honour claims after that period of time. It is important to understand that when you sign for goods, all liability shifts to you including any physical damage. So as stated on the tracking email we send, please take a few seconds to inspect the package before signing but at least inspect within a few hours from receipt. If necessary, contact us either by phone or email. We will need to evaluate the validity of the damage claim upon the products return. 

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 personell to assess the problem.

Goods Not Suitable for Intended Purpose

Audio Trends 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 Victorian Consumer Affairs web site - click here. 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 or All Region DVDs and it doesn't.

Unacceptable Returns: 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 dependant 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 and you are not entitled to a refund. You should always connect the product to an external antenna (sold separately). Click here to learn the requirements for all radio and radio related products. We will in some instances refund a sale less a 20% restocking fee less all freight costs but on condition that the product is returned as new with all packaging and accessories included and no stickers or writing on or in the box.

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 will 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 Trends 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 Trends shall not be liable for any consequential damages sustained in connection with the said unit, and Audio Trends 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 Trends 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.


You must present your Audio Trends Invoice or register receipt or other adequate proof of purchase such as bank or credit card statement if requested by us. If you cannot present your Audio Trends Invoice, register receipt or other acceptable proof of purchase, Audio Trends reserves the right not to offer a refund or exchange. Audio Trends will be happy to refer you to the manufacturer's customer service hotline for assistance with operating difficulties or product repairs. All returned Goods must have a Returned Goods Authority (RGA) Form/Email issued by us to you and a copy or reference number must be enclosed with the product.

Goods No Longer Required

Our returns policy is in accordance with Consumer Affairs Victoria and forms part of our Terms and Conditions of Sale.  According to Consumer Affairs Victoria website, you are not entitled to a refund if you:  

  • Change your mind - hopefully we can still help.
  • Find the goods cheaper elsewhere - we will usually refund the difference if advised within 7 days after purchase.
  • 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:

  • Refund.
  • Repair.
  • Replacement (exchange).
  • Store credit (gift card or voucher).

Audio Trends will refund at the customer’s request if the goods:

  • Are faulty – even if the fault only becomes apparent after reasonable use**.
  • Are unfit for their usual purpose or any purpose specified at the time of sale - see Point 4 above.
  • Do not match their description, or quality of the sample provided at the time of sale.

**Audio Trends deems up to and including 30 days as not reasonable use. We consider over 30 days as reasonable use.

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.

Special Returns: We offer some products for sale with a 14-day money-back guarantee if you are not completely satisfied. The return conditions are as follows: 1. Customer must call us to arrange. 2. Pay freight in both directions. 3. Must use our Courier (it will be cheaper) or return in person. 4. Product must be in perfect and as-new condition with no marks, scratches or damage. 5. Must be returned with ALL internal and external packaging in new condition.

The warranty offered is in addition to other rights and remedies offered under Australian consumer law.

Subject to Australian consumer law, Audio Trends shall not be liable for any consequential damages sustained in connection with the said unit, and Audio Trends 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.


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, with 40+ years in the business, we truly 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.

Simon Lee

Audio Trends 

[email protected]

© 2004-2022 Audio Trends Pty Ltd. Prices, specifications, and images are subject to change without notice. We are not responsible for typographical or illustrative errors. Some of our web prices may be lower or differ from the price advertised in-store. This practise allows us to monitor our online marketing campaigns. So if needed, please remember to mention to our friendly staff that you've seen a lower price online.