Returns without the runaround.
We want you to end up with the right product and a system you’re happy with. If something has gone wrong, your order arrived damaged, or you have bought the wrong item, contact us before sending anything back.
Wrong item or damaged in transit? Contact us promptly and keep all the packaging. Product may be faulty? That follows our RMA and warranty process. Changed your mind? 30 days, unopened, in its original packaging. We installed it? See our Workshop Guarantee.
Whichever it is, talk to us first: support@motorcycleaudio.com.au or 07 3350 1354, 8:30am–5pm Monday to Friday. Have your order number handy.
Wrong item or damaged order
Two different problems, both ours to sort out.
Wrong itemWe sent the wrong thing
If we sent something different from what you ordered, contact us. We’ll arrange the correction and the return freight.
Don’t open or install it if you can avoid doing so — it makes the swap simpler at our end and faster at yours.
Transit damageIt arrived damaged
Tell us as soon as practical, and keep the product, the packaging and the shipping carton until we confirm what’s needed. Carriers set their own deadlines for damage claims, and an early report gives us the best chance of recovering it.
Send photographs of:
- The product
- The internal packaging
- The outer shipping carton, including the shipping label
If you think a product is faulty
Product faults follow our RMA and warranty process. This is the short version; the detail lives on one page.
ProcessContact us before sending anything
Every product warranty claim starts with an RMA number. See our Warranty page for the full process, brand-specific coverage and what to send.
Assessment. The initial assessment of a suspected issue with MAA-supplied hardware is free. Where further testing shows that the issue sits outside warranty coverage, we will explain what we found and obtain approval before chargeable diagnostic or repair work begins.
Freight. Contact us before sending anything. Once the return is authorised, getting the product to us is at your cost. If the claim is accepted, we cover the cost of sending the repaired or replacement product back to you.
If no fault is found or the claim is not covered, inspection and return freight charges may apply. We will tell you before those costs are incurred wherever practical.
Changed your mind
We’re not required to accept change-of-mind returns. We do, because working out what you need on a bike we can’t see is genuinely hard.
ConditionsWhat we need
- 30 days from delivery to request the return
- Product unopened and unused, in its original sealed packaging with seals and protective films intact
- Item value $50 or more
- An RMA number from us before anything is sent
- You cover the return freight — tracked and insured is strongly recommended
Because we sell electronics, we can’t take audio gear back once the box is open. We can’t sell it as new to the next rider, and you wouldn’t want to receive it either.
ExclusionsWhat we can’t take back
- Anything opened, installed, test-fitted or powered up
- Special-order or non-stock products brought in specifically for you
- Custom-built or modified products, and custom harnesses
- Completed tuning services and supplied tuning files
- Gift cards and vouchers
- Items under $50
Cancelling a pre-order or back-order before it ships is a different thing, and it’s free — see our Pre-Orders & Cancellations policy.
Who’s responsible for what
Fitment on Harley touring bikes is specific, and getting it wrong is expensive. That’s why we’d rather you asked.
AdviceIf we confirmed it, we own it
If we confirmed fitment in writing — email, text or a quote — based on accurate year, model, factory equipment and other details you supplied, and the product does not fit, we’ll correct the recommendation and cover the reasonable freight required.
If the product was ordered without checking fitment, or the motorcycle details supplied were incomplete or incorrect, it is treated as a change-of-mind return where the product remains eligible.
Sending products back
The same rules whatever the reason for the return.
Before you shipHow to send it
- Obtain an RMA number before sending anything
- Return only what the RMA instructions identify
- Pack the product safely to prevent damage in transit
- Use an outer shipping carton
- Do not write on, or attach labels directly to, retail packaging
- Include the RMA number clearly with the return
- Do not destroy, cut, discard or modify anything unless we have approved that step in writing
- Use tracked and adequately insured freight
Fees, refunds and store credit
What may be deducted, and how long a refund takes.
FeesChange-of-mind deductions
A restocking fee of up to 15% may apply where a return requires inspection, administration or repackaging, or where non-refundable transaction costs have been incurred. Any fee will be confirmed before the return is accepted.
If your order shipped under a free-shipping promotion, we may deduct the actual outbound freight we paid, capped at $100.
RefundsHow and when
- Refunds go back to the original payment method
- Bank-transfer orders are refunded by EFT to the account you nominate
Once a refund is approved, we aim to process it within 10 business days. Your bank or payment provider may take additional time to display the transaction.
If a returned item arrives opened, damaged or incomplete, we’ll contact you before doing anything. We won’t quietly reject it or bin it.
ExchangesSwaps and store credit
We generally process an eligible return and place the replacement as a separate order. This avoids holding one transaction open while another item is being sourced, so you’re not waiting on two things at once.
Store credit is available as a goodwill option in some cases. Where a fee is waived, we’ll confirm that before the return.
Products installed by MAA
MAA workshop workmanship is guaranteed for 12 months from handover. If a problem may relate to installation, wiring, integration or tuning completed by our workshop, contact us before removing anything.
See our Workshop Guarantee & Service Terms for assessment and booking details.
Orders outside Australia
The conditions above apply, with two differences.
OverseasFreight, duties and process
Change-of-mind returns. Customers outside Australia are responsible for return freight, insurance, duties, taxes and customs charges. These costs are not refundable.
Faulty products. Contact us before arranging international freight. We will first assess the issue using the available information, then confirm the appropriate warranty process and freight instructions for your product and country.
The short version
If you read nothing else on this page, read these seven lines.
- Wrong item or transit damage? Contact us promptly and keep all packaging. We’ll tell you what happens next.
- Product may be faulty? Contact us before sending anything. Faults follow our RMA and warranty process.
- Changed your mind? Request the return within 30 days. The product must be unopened, unused and in its original packaging.
- Return freight? Change-of-mind freight is yours. Freight for faulty, damaged or incorrect products depends on the reason for return and the confirmed outcome.
- We confirmed the wrong fitment? Where we relied on accurate bike details, we’ll correct it.
- We installed it? Workshop workmanship is guaranteed for 12 months. See the Workshop Guarantee.
- Not sure? Contact us before opening, installing or shipping anything.
Call 07 3350 1354 or email support@motorcycleaudio.com.au.
Nothing in this policy limits any rights you may have under Australian Consumer Law.
Motorcycle Audio Australia
ABN 32 619 968 795
1/67 Araluen St, Kedron QLD 4031
Email: support@motorcycleaudio.com.au
Phone: 07 3350 1354
8:30am–5pm Monday to Friday