The Audio Tailor is a strong proponent of your consumer rights and complies fully with Australian Consumer Law (ACL). This policy outlines your rights and our obligations when it comes to returns, refunds, repairs, and replacements. If you have any questions, please call us on 1300 308 711 during business hours.

Download the full Returns Policy (PDF)

Your rights under Australian Consumer Law

1. Under Australian Consumer Law, if there is a problem with goods you have purchased, The Audio Tailor may be required to provide a replacement, refund, repair, or other remedy. The type of remedy available depends on the nature of the problem.
2. These rights apply to all purchases — whether made in-store, online, on sale, secondhand, or received as a gift — provided proof of purchase can be supplied.
3. Your consumer rights under the ACL cannot be excluded, restricted, or modified. Any term of sale that attempts to do so has no effect.

Valid reasons for a return

The item is faulty

1. You are entitled to return a faulty item, as goods must be of acceptable quality. An item is considered faulty if it: does not perform its intended function; has a defect; is unacceptable in appearance or finish; is unsafe; or is not durable for a reasonable period of time.
2. You can return a faulty item even if you have worn or used it, removed the tags or labels, or removed it from the original packaging — provided the fault is not the result of misuse, abnormal use, or user error.
3. You are not entitled to return an item when: The Audio Tailor disclosed the defect to you before purchase; you examined the item and should have noticed the defect; you used the item in an abnormal or unintended way; or you have used the item for a very long time.

It doesn’t match the sample, demo, or description

4. If you purchased an item based on a sample, demo model, or written/verbal description, the item must match that sample or description. If it is so different that you would not have bought it, you are entitled to a refund.

It doesn’t do what you were told or asked for

5. You can return an item if it does not perform as the salesperson represented it would, or if you informed us of a specific purpose before purchase, relied on our advice, and the item does not fulfil that purpose.

Proof of purchase

1. To process any return, you must provide proof that the item was purchased from The Audio Tailor. Acceptable forms of proof include: a tax invoice or receipt; a credit or debit card statement; a lay-by agreement; or a confirmation or order number from an online or phone purchase.
2. Gift recipients have the same refund rights as the original purchaser, but must provide proof of purchase as outlined above.
3. Sale items carry the same refund rights as full-priced items. It is illegal to display a “no refunds on sale items” sign. The exception is where a fault was disclosed to you at the time of purchase (e.g. a tag indicating the item is “reduced — faulty stitching”).
4. Secondhand items purchased from The Audio Tailor carry the same refund rights as new items, with consideration given to the item’s age, price, and condition at the time of sale.
5. Online purchases from The Audio Tailor carry the same refund rights as in-store purchases under Australian Consumer Law.

Major vs minor faults

The remedy available to you depends on whether the fault is considered major or minor under Australian Consumer Law (ACL s.260–261). The definitions below are based on the ACL.

1. Where The Audio Tailor elects to repair an item, it is our responsibility to liaise with the manufacturer and cover all associated costs of that repair process.
2. Where a refund is issued, it will be processed via the original payment method wherever possible. If this is not possible, an alternative will be agreed upon between both parties.
3. Resolutions are assessed in the following order of preference: repair or replacement, exchange, store credit, refund. A full refund will always be available where required under the ACL.

Change of mind returns

1. Retailers are not required under Australian Consumer Law to accept returns for change of mind. However, The Audio Tailor will consider change of mind returns on a case by case basis — please call us on 1300 308 711 to discuss.
2. To be considered for a change of mind return, items must be unopened, unused, and in their original packaging in the same condition as sold.
3. Where a change of mind return is approved, a restocking fee and/or return shipping costs may be deducted from the refund amount. These will be communicated to you before the return is processed.
4. Change of mind returns will not be accepted for special order items, custom items, items that have been opened or used, or items that are no longer in a resaleable condition.

How to initiate a return

1. To initiate a return, please contact The Audio Tailor before sending any item back. You can reach us by phone on 1300 308 711 or by email at sales@theaudiotailor.com.au during business hours.
2. Please do not return items without prior authorisation. Unauthorised returns may not be accepted and could result in the item being held at our premises until the matter is resolved.
3. When contacting us, please have your proof of purchase ready and be prepared to describe the fault or reason for return. Photos or video of the issue are helpful and may expedite the assessment process.
4. Once your return has been authorised, we will provide instructions on how and where to send the item. Return shipping arrangements and associated costs will be confirmed at this stage.
5. Where the return is due to a fault or an error on our part, The Audio Tailor will cover return shipping costs in full. Where a return is approved for change of mind, return shipping is at the customer’s expense unless otherwise agreed.

Gift cards

1. The Audio Tailor offers digital gift cards only. Upon purchase, you will receive a confirmation receipt by email, followed by a separate email containing your gift card details and unique redemption code.
2. Gift cards are redeemable against any product or service offered by The Audio Tailor. In-store: simply show your gift card email and code to a team member at the time of purchase. Online: enter your code when prompted during the checkout process.
3. Gift cards are valid for 3 years from the date of purchase, in accordance with Australian Consumer Law. The expiry date will be noted on the gift card at the time of issue. To check your remaining balance, please contact the store directly.
4. Please treat your gift card as you would cash and keep your code private. Do not share your gift card or code with multiple people. The Audio Tailor will not be held liable for unauthorised use arising from negligence on the recipient’s behalf.
5. Gift cards cannot be redeemed for cash, returned, or exchanged for another gift card. Lost, stolen, or damaged gift cards cannot be replaced.
6. If a purchase exceeds the value of a gift card, the remaining balance must be paid by another accepted payment method. If a purchase is less than the gift card value, the remaining balance will stay on the card for future use.
7. Where a product purchased using a gift card is subsequently returned and a refund is approved, the refunded amount will be returned as store credit or reissued as a gift card — not as a cash refund.
8. The Audio Tailor reserves the right to cancel or void a gift card where fraud or misuse is suspected.

A note on Australian Consumer Law

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law. Where any term of this policy is inconsistent with your statutory rights, your statutory rights prevail. For more information on your rights as a consumer, visit accc.gov.au or call the ACCC on 1300 302 502.

Questions about a return? Call us on 1300 308 711 or email sales@theaudiotailor.com.au during business hours. Our team is happy to assist and will always work to find a fair resolution.