Refunds and Returns Policy
An excellent shopping experience with Bankstown Sound & Marine, ABN 77 235 520 280 (“Us”, “We”, “Our”) is our main objective. In situations where you’re enquiring as to a refund, return, or replacement - we will do our best to accommodate your requests, however, there will be times where a request of this nature will be denied by Bankstown Sound & Marine.
We hope this page explains our position clearly and fairly.
Bankstown Sound & Marine have devised our Refund and Returns Policy in-line with the Australian Competition & Consumer Commission (ACCC) and NSW Fair Trading guidelines and instructions.
1. Dead on Arrival
Upon purchasing a product from us you are afforded an automatic 30-day protection from products deemed Dead on Arrival (DOA). A product will be deemed DOA if it suffers a fault from the factory, and has never functioned correctly.
Should you receive a DOA product, you must contact us immediately via email at help@bankstownsound.com.au, or 02 9708 5444 during normal business hours.
You will need to send the device back to us in Bankstown, NSW. The product will then undergo testing by our Authorised team to pin-point the source of the fault.
If we agree that the product is DOA, you have the option of a refund, or a replacement product.
If we determine that the product was not DOA and is now non-functional as a result of incorrect installation, or handling, no refund or exchange will be permitted. We will provide proof of our findings and you will have the option of having the item sent back to you, at your own expense, or we can dispose of the unit on your behalf.
2. Faulty Products / Warranty Claim
Each product sold by us is covered under a manufacturer's warranty. We are agents for all brands we sell. If you are experiencing an issue with a product, you must contact us immediately via email at help@bankstownsound.com.au, or 02 9708 5444 during normal business hours.
You will need to send the device back to us in Bankstown, NSW. The product will then undergo testing by our Authorised team to pin-point the source of the fault.
If we agree that the product is faulty, we will seek authorisation from the manufacturer to issue you a brand-new replacement product, or offer you a refund.
If we determine that the product fault was a result of incorrect installation, or handling, no refund or exchange will be permitted. We will provide proof of our findings and you will have the option of having the item sent back to you, at your own expense, or we can dispose of the unit on your behalf.
3. Change of Mind
Under consultation and advice from the ACCC and the NSW Dept. Fair Trading, we've been advised that Change of Mind refunds are not required, or enforced. However, things happen when buying online. So, Bankstown Sound will offer a Change of Mind store credit, with these conditions:
- The customer is to contact Bankstown Sound via phone, within 14-days of purchase
- In the rare occasion when delivery takes a considerable amount of time, it is up to the discretion of Bankstown Sound if we'll use the delivery date in place of the purchase date
- The product must be in as-new condition and still remain in original, undamaged packaging
Please contact Bankstown Sound via phone, then email to discuss a Change of Mind store credit.
4. Exchange
Sometimes a part number is missed or mistaken. We get that. Exchanges will be permitted within 30-days of original purchase under strict conditions.
- The product must not have been installed
- The product must remain in its original packaging
- The product must be in perfect condition
- Any postage costs are at your expense (we advise you add tracking to your package, we will not accept any liability for lost packages coming back to us)
In the event of an Exchange, any refunds will be made via the payment method originally used by you, any extra charges will be processed via PayPal.
5. Your Responsibility
Products that we sell are intended to be installed by qualified, experienced Audio Installers, or Auto Electricians.
Any faults or failures as a result of a failed installation are very clearly seen and identified. Please do not attempt to pass off a mistake in installation as a warranty claim, or other fault.
The cost of shipping items back to Bankstown Sound & Marine is yours. On a case-by-case basis, a reimbursement may be offered by Bankstown Sound & Marine management - however it's not presumed.
If you have any questions regarding our Refund and Returns Policy, please contact us at help@bankstownsound.com.au.
6. Stock Availability
A quick note on Backorder, or Special Orders with Bankstown Sound. When we have stock of a product, you'll note we mention it's in-stock. If it's not in-stock but we're able to order it from the manufacturer, the product will be noted as Special Order. On your invoice and order confirmations, you'll note that it states back ordered.
Whilst this may be frustrating if you didn't notice this before purchasing, it is not grounds for a refund. As with anything, it is up to Bankstown Sound's discretion if a refund is offered.
7. Price Protection
Bankstown Sound does not offer Price Protection on items sold online or in-store. Due to the nature of our industry and business, there will be times when a deal can be offered at a lower price because of multiple moving parts in the back end.
Please understand there is no requirement for price protection and we cannot offer it.
8. Price Beat Guarantee
Ensuring your shopping experience at Bankstown Sound is the best in the market is our number one priority. To that end, we do offer a Price Match Guarantee. The guarantee is offered under these conditions:
- The item noted is being sold from an Australian retailer from their primary sales platform (Catch.com, eBay, Facebook Marketplace etc. are not accepted).
- The item advertised is in-stock for immediate delivery or in-store pickup.
- The retailer offering the product is an Authorised Australian retailer, we cannot price match 'grey imported' products.
Any requests for price matching will be verified by Bankstown Sound, and if accepted we'll apply the discount to your order/sale.
