Returns & Refunds Policy

We’re committed to delivering high-quality motorcycle audio products and excellent service. This Returns & Refunds Policy explains how returns are handled at Motorcycle Audio Australia and how your rights are protected under the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality but the failure is not major. Nothing in this policy limits your ACL rights.

Faulty, Damaged, or Incorrect Items

• Contact us as soon as possible at support@motorcycleaudio.com.au with your order number, description of the issue, and clear photos or video.
• Transit damage must be reported within 48 hours of delivery (see Shipping Policy).
• Product faults not related to shipping damage may be reported at any time within the product’s warranty period.
• We will assess your claim within 7–10 business days.
• If a fault or error is confirmed, we will organise a repair, replacement, or refund and cover reasonable return-shipping costs.
• Products damaged through misuse, incorrect installation, wiring faults, unauthorised modification, or neglect are not covered.
• If a returned item is tested and found to be free from fault, it will be processed under our change-of-mind policy and restocking or inspection fees may apply.
• Inspection fees: If a product is returned as faulty but no fault is found, a reasonable inspection fee applies. Inspection fees typically range from AUD $25–$75 depending on product complexity. You will receive a cost estimate before assessment.

Change-of-Mind Returns (Courtesy Policy)

We are not required to accept change-of-mind returns under Australian Consumer Law, but we offer them as a goodwill policy under the strict conditions below.

Eligibility Requirements

• Request return authorisation within 14 days of delivery.
• Obtain an RMA number before returning any product.
• Once the RMA is issued, the product must be shipped within 7 days.
• Provide photographs showing the sealed packaging before sending the return.
• Item value must be AUD $50 or greater.
• Customer pays return shipping (tracked and insured postage recommended).

Condition Requirements

• Product must be unused, uninstalled, and in completely sealed original packaging with all protective films and seals intact.
• Packaging must be undamaged and shipped inside a plain outer carton or satchel. Products with labels or tape applied directly to retail packaging will be rejected.
• All components, accessories, manuals, and documentation must be included.
• The product must be in resalable condition in Motorcycle Audio Australia’s reasonable opinion.
• Products showing any signs of handling, opened packaging, removed seals, missing materials, or attempted installation will be rejected.

Exclusions — No Change-of-Mind Returns Accepted

• Audio or electrical components (amplifiers, speakers, subwoofers, head units, wiring kits) where packaging has been opened.
• Installed, test-fitted, or powered-on items.
• Special-order, back-ordered, custom-built, or modified items.
• Products purchased for incorrect fitment or wiring where no written fitment advice was provided by us.
• Gift cards or vouchers.
• Items under AUD $50.

These products are final sale for change-of-mind. ACL consumer guarantees for faulty goods remain unaffected.

Restocking Fees & Refund Terms

• Refunds are issued to the original payment method only, minus applicable restocking fees.
• Restocking fee structure:
  • Under $200 — 20%
  • $200–$500 — 25%
  • Over $500 — 30%
  • Minimum fee — AUD $25
• Restocking fees cover handling, inspection, repackaging, merchant-fee losses, and administrative costs.
• If your order qualified for promotional free shipping, the actual outbound freight cost incurred (minimum $15, maximum $100) will also be deducted from the refund. See our Shipping Policy for details.
• Refund processing time: 10–14 business days from receipt and inspection of returned goods.
• Refunds for orders paid via bank transfer are issued via EFT to the original bank account supplied by the customer.

Return Assessment & Rejected Returns

• Motorcycle Audio Australia determines whether returned goods meet resalable-condition requirements in our reasonable opinion.
• Items failing assessment will be rejected and returned to you for a $20 return-freight fee, or disposed of at your request (no refund issued).
• If we can restore a product to resalable condition, a 35% refurbishment fee may be applied instead of rejection.
• Rejected items not collected within 90 days will be disposed of.

Fitment & Installation Responsibility

You are responsible for verifying correct product fitment and compatibility before purchase. We are always happy to assist — please contact us if you are unsure.

• Installation, wiring, test-fitting, or modification voids any change-of-mind return rights.
• We do not accept returns for products damaged or altered during installation.
• If Motorcycle Audio Australia staff confirmed fitment in writing and the product is later found incompatible, we will work with you to provide a suitable resolution.

Packaging & Shipping Instructions

• Use all original packaging materials including foam inserts, protective bags, and internal supports.
• Do not write on or apply labels directly to manufacturer packaging.
• Include a copy of your order confirmation or RMA approval inside the package.

International Returns

International customers may request returns under the same conditions. For change-of-mind returns, you are responsible for all return-shipping costs, insurance, duties, taxes, and customs clearance charges required for the product to re-enter Australia. These costs are non-refundable.

For faulty items, we will first assess using photos or video. If a fault is confirmed, we may send a replacement without requiring a return. If a physical return is necessary, you will initially pay return shipping, which will be reimbursed if the item is confirmed faulty under the ACL or applicable law.

International returns that do not meet sealed-packaging and resalable-condition requirements will be rejected and returned at your cost or disposed of at your request.

Exchanges & Store Credit

• We do not offer direct exchanges. Approved return items will be refunded (less applicable fees), and a new order may be placed if needed.
• In certain cases, we may offer store credit as a goodwill option. Store credit does not incur restocking fees unless otherwise stated.

Summary

• Faulty items: repair, replacement, or refund — we cover return shipping for confirmed faults.
• Change-of-mind: allowed under strict conditions and restocking fees.
• Non-returnable: opened audio gear, installed products, special orders, custom items, and items under $50.
• RMA approval required before sending any return.

Questions? Contact us at support@motorcycleaudio.com.au or visit motorcycleaudio.com.au.