Return & Refund

We have a 30-day return policy: you have 30 days after receiving your item to request a return.

Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This policy sits alongside, and does not limit, those rights.

30 Day Easy Returns (change of mind)
Within 30 days of receiving your order you may return it to us for a refund, exchange or credit, provided it is unopened and in perfect condition in its original packaging, with proof of purchase. Items that have been opened (even if unused) may be accepted at our discretion for store credit or exchange only. If a returned item can no longer be sold as brand new, a 10–30% restocking fee applies. Change-of-mind returns are not available for headphones and earphones (for hygiene reasons), turntable cartridges, styluses, consumables, sale items or gift cards. For change-of-mind returns you are responsible for the cost of return shipping, and original shipping fees are not refundable. Returns must include any products bundled with the purchase (such as bonus items or vouchers).

Faulty, damaged or incorrect items
Please inspect your order on arrival and contact us straight away if an item is faulty, damaged or not what you ordered, so we can put it right. As the seller, MSM AV handles warranty and consumer-guarantee claims directly, and every product we sell is covered by our 12-month Warranty Policy. If an item is dead on arrival or develops a covered fault within 30 days of delivery, we will replace it with a new one (subject to stock) or refund you. The change-of-mind exclusions above do not apply to faulty items.

How to start a return
Email info@msmav.com.au with your order number, the product brand, model and serial number, and a description of the issue. If your return is accepted, we'll send you instructions and, where applicable, a return shipping label. Items sent back without first requesting a return can't be processed.
Returns address: MSM AV Pty Ltd, Unit 26/2 Enterprise Dr, Bundoora VIC 3083.

Before you send gear back
Many suspected faults turn out to be set-up issues, so please check leads, plugs and connections, read the manual, and check the manufacturer's website for firmware updates. Please pack returns securely, ideally in the original packaging, to avoid damage in transit.

Refunds
We'll let you know once we've received and inspected your return, and whether the refund is approved. Approved refunds go back to your original payment method within 10 business days (your bank may take a little longer to post it). If more than 15 business days have passed since approval, please contact us at info@msmav.com.au.

Keep your proof of purchase
Please keep your receipt or order confirmation. We'll need it for any warranty claim.