The Audio Tailor is a strong proponent of consumer rights in Australia. Our warranty policy is fully compliant with Australian Consumer Law (ACL). We facilitate manufacturer warranty claims on your behalf and are committed to ensuring every issue is handled fairly and efficiently. If you have a problem with a product, please contact us before taking any action — we will guide you through the appropriate process.

Download the full Warranty Policy (PDF)

Consumer guarantees

1. Under Australian Consumer Law, goods sold by The Audio Tailor come with automatic consumer guarantees that cannot be excluded. These guarantees apply regardless of any manufacturer warranty and do not have a specific expiry date — they can apply even after a manufacturer’s warranty period has ended.
2. If a product fails to meet a consumer guarantee, you have the right to ask for a repair, replacement, or refund. The remedy you are entitled to depends on whether the issue is considered major or minor under the ACL.
3. It is against the law for any business to display “no refund” signs or claim that no refunds are given under any circumstances — including on gifts or sale items. Such claims have no legal effect.
4. Consumer guarantees do not apply where you simply changed your mind, found the product cheaper elsewhere, decided you had no use for it, or were aware of the issue before purchasing.

Manufacturer warranty

1. Most products sold by The Audio Tailor are covered by a manufacturer’s warranty. The duration and terms of this warranty vary by brand and product — please refer to the documentation included with your product or contact us for details specific to your purchase.
2. The Audio Tailor facilitates all manufacturer warranty claims on your behalf. We act as the intermediary between you and the manufacturer or their authorised service centre, and will manage the process from lodgement through to resolution.
3. Manufacturer warranties are provided in addition to — and do not limit — your rights under Australian Consumer Law. Where a manufacturer warranty offers less protection than the ACL provides, your ACL rights prevail.
4. Warranty claims must be supported by proof of purchase from The Audio Tailor. Please retain your receipt or order confirmation for the life of the product.

What is and isn’t covered

Generally covered

1. Manufacturing defects and faults in materials or workmanship that arise under normal use conditions within the warranty period.
2. Failures that would have prevented a reasonable consumer from purchasing the product had they known about the problem at the time of sale.
3. Products that are unsafe, significantly different from their description or sample, or that do not perform as represented.

Generally not covered

4. Damage caused by misuse, abuse, neglect, accidental damage, or use outside the manufacturer’s specified conditions.
5. Normal wear and tear, cosmetic damage (scratches, dents, broken connectors) that does not affect functionality.
6. Damage caused by unauthorised modifications, repairs, or servicing carried out by anyone other than an authorised service centre.
7. Consumable parts (e.g. stylus, tubes, belts, batteries) unless the failure is due to a manufacturing defect.
8. Products with removed, altered, or illegible serial numbers.

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).

Repairs

1. If the problem with a product is minor, you must accept a free repair if one is offered within a reasonable time. You are not entitled to demand a replacement or refund for a minor fault if a repair is available.
2. If the business or manufacturer fails to provide a free repair within a reasonable time, or cannot fix the problem, you may: arrange the repair elsewhere and recover reasonable costs; ask for a replacement; ask for a refund; or seek compensation for the reduction in the product’s value.
3. Repair notices: Under the ACL, when goods capable of retaining user-generated data (e.g. phones, computers, audio streamers) are accepted for repair, The Audio Tailor will provide a written repair notice advising that data may be lost. We strongly recommend backing up your data before submitting any device for repair.
4. Where it is the repairer’s practice to use refurbished parts or supply refurbished goods in lieu of repair, this will be disclosed to you in writing before the goods are accepted.
5. Additional information or further troubleshooting may be required prior to formal assessment. For the purposes of formal assessment, your product may need to be transported to a local repair agent or to the Australian Distributor’s interstate service centre. This may affect overall turnaround time. Please consult your sales representative for guidance on safe packaging and transit practices.
6. The Audio Tailor accepts no liability for transit damage where the product has not been presented in its original manufacturer packaging. Customers are strongly encouraged to retain all original packaging materials for this purpose.
7. In certain circumstances — particularly for interstate or remote customers — The Audio Tailor may arrange for your item to be collected directly from your address and shipped to the relevant repair agent or Australian Distributor service centre.
8. Turnaround times are subject to variation depending on the nature of the repair and the processes involved. As a general guide, we allow 2–4 weeks, though this may differ in individual cases.
9. Following assessment, and depending on the nature of the fault, your product will either be repaired (in the majority of cases) or replaced (in instances of major fault) before being returned to store.
10. Once your product is ready for collection, we will notify you accordingly and provide a copy of the service report upon request.

Replacements & refunds

1. You can request a replacement or refund where the problem with the product is major. Replaced products must be of an identical type to the product originally supplied.
2. Where an identical replacement is no longer available (for example, a product that has been discontinued), The Audio Tailor will offer a replacement of a comparable type and equivalent or greater value. If no suitable comparable replacement can be provided, you are entitled to a full refund. You will not be left without a remedy solely because the original product is unavailable (ACL s.263).
3. Refunds will be for the same amount originally paid and processed via the same payment method wherever possible. If this is not possible, an alternative will be agreed upon.
4. When assessing a warranty claim, the business may take into account: the type of product; how the consumer is likely to use it; the reasonable expected lifespan of the product; and the amount of use it could reasonably be expected to tolerate before failure.
5. You do not need to return a product in its original packaging in order to receive a refund or replacement under a warranty claim.

Returning a product for warranty assessment

1. Contact us first. Do not send back any goods without first contacting The Audio Tailor and completing the relevant online warranty form. This ensures there is no confusion around your return and allows us to prepare for the item’s arrival.
2. You are generally responsible for returning the product if it can be posted or easily transported. You are entitled to recover reasonable postage or transportation costs from The Audio Tailor if the product is confirmed to have a covered fault — please keep your receipts.
3. When a product is too large, too heavy, or too difficult to remove (e.g. floorstanding speakers, installed equipment, large display items), The Audio Tailor is responsible for arranging and covering the cost of collection within a reasonable time of being notified.
4. If the product is assessed and found not to have a covered fault, you may be required to pay reasonable transport or inspection costs. An estimate of these costs will be provided to you before the product is collected or assessed, and costs will not be inflated to deter you from pursuing your claim.
5. The retailer who sold you the product cannot refuse to assist you by directing you solely to the manufacturer. However, you may also approach the manufacturer directly — though in that case you can only recover compensation for reduction in value or damages, not demand a repair, replacement, or refund from the manufacturer directly.

Actions that may void your warranty

1. Attempting to repair, modify, or disassemble the product without authorisation from The Audio Tailor or the manufacturer.
2. Using the product outside of its intended purpose, pushing the product beyond its limitations/capabilities, or in conditions not specified by the manufacturer (e.g. exposure to excessive heat, moisture, or voltage).
3. Physical damage caused by dropping, impact, liquid ingress, or other accidents not related to a manufacturing defect.
4. Removal or alteration of serial number labels or warranty seals.
5. Use of non-approved accessories, cables, or power supplies that cause damage to the product.

Important

Your rights under the Australian Consumer Law consumer guarantees are separate from and in addition to any manufacturer warranty. Consumer guarantee rights do not have a fixed expiry date and may apply even after a manufacturer’s warranty has expired. For more information, visit accc.gov.au or call the ACCC on 1300 302 502.

Have a warranty issue? Call us on 1300 308 711 or email sales@theaudiotailor.com.au during business hours. Please do not return goods without contacting us first — we will guide you through the right process and ensure your claim is handled promptly.