Returns, Refunds & Warranty
Overview
Melbourne Hi Fi aims to provide high-quality products, professional advice and installation services so that customers can purchase with confidence.
This policy explains how returns, refunds, product assessments, repairs and installation orders are handled. Nothing in this policy limits your rights under the Australian Consumer Law.
Change of Mind
Melbourne Hi Fi does not offer refunds for change-of-mind purchases where the product is not faulty and meets its stated specifications.
This includes:
-
Personal preference or dissatisfaction with sound or picture quality
-
Comfort or aesthetic considerations
-
Deciding that the product is no longer required
-
Finding the product at a lower price elsewhere
-
Incorrect selection where the product is operating correctly and meets its advertised specifications
This does not affect any rights you may have where a product fails to meet a consumer guarantee under the Australian Consumer Law.
Faulty Products
If you believe a product purchased from Melbourne Hi Fi is faulty, please contact us before returning the product.
We may ask you to complete reasonable basic troubleshooting or provide information about the product and how it is being used before arranging an assessment.
Melbourne Hi Fi may assess the product, or arrange assessment by an authorised service agent, to determine the nature and cause of the reported fault.
If no fault is found, reasonable assessment, freight or handling charges may apply.
Major and Minor Faults
Where a product fails to meet a consumer guarantee, the remedy available will depend on the nature and seriousness of the problem.
For a major failure, customers may be entitled to choose a refund or replacement in accordance with Australian Consumer Law.
For a minor failure, Melbourne Hi Fi may arrange for the product to be repaired or otherwise provide an appropriate remedy in accordance with Australian Consumer Law.
Technical Assessment & Third-Party Equipment
Melbourne Hi Fi provides technical support for products purchased from us.
Where a customer reports a problem with a product supplied by Melbourne Hi Fi, we may test that product using our own known reference equipment to establish whether it is operating correctly.
The purchase of an individual component from Melbourne Hi Fi does not include diagnosis, adjustment or troubleshooting of an entire system containing equipment purchased elsewhere.
This includes third-party amplifiers, phono preamplifiers, streamers, power supplies, cables, adapters and other associated equipment, including products from brands such as Fosi Audio, WiiM and other products not supplied by Melbourne Hi Fi.
For example, if a turntable purchased from Melbourne Hi Fi produces hum, noise or another issue when connected to third-party equipment, we may assess the turntable using our own appropriate reference equipment.
Melbourne Hi Fi is not able to undertake open-ended troubleshooting, adjustment or diagnosis of products or system combinations that we do not sell or support.
Third-party equipment should not be brought to Melbourne Hi Fi unless one of our staff has specifically requested it in advance.
Repairs, Assessments & Saturdays
Repairs, technical diagnosis, system troubleshooting and equipment adjustments are not undertaken on Saturdays.
Where specifically arranged in advance with a staff member, equipment may be accepted on a Saturday for assessment at a later time.
No same-day assessment, adjustment or repair should be expected on a Saturday.
Products requiring repair may need to be referred to an authorised service agent or manufacturer-approved repair facility.
Goods Damaged in Transit
Please inspect delivered goods as soon as reasonably possible.
If an item appears to have been damaged in transit, please contact Melbourne Hi Fi as soon as possible, preferably within 24 hours of delivery, and retain the packaging where possible.
Prompt notification assists us in lodging a claim with the carrier.
This notification request does not limit any rights available under Australian Consumer Law.
Return Authorisation
Please contact Melbourne Hi Fi before returning any product.
Returns require prior approval and may require a Return Goods Authorisation (RGA).
Goods returned without prior authorisation may be refused or returned to the customer where permitted by law.
Proof of Purchase
Proof of purchase is required when requesting a return, repair, replacement or refund.
Acceptable proof may include an invoice, receipt, order confirmation or bank or credit card statement showing the transaction.
Refund Processing
Where a refund has been approved, Melbourne Hi Fi will process the refund as soon as reasonably practicable following verification.
Please allow up to 10 business days for processing and for the payment provider or financial institution to complete the transaction.
Freight, delivery and installation charges are generally not refundable where the relevant goods and services have been properly supplied, unless otherwise required by Australian Consumer Law.
Installation Orders
For larger orders involving professional installation services, a minimum deposit of 70% of the total order value, including equipment and labour, is required to confirm the order and secure an installation booking.
The remaining balance must be paid in full no later than 24 hours before the scheduled installation date unless otherwise agreed in writing.
Installation dates are not confirmed until the required deposit has been received.
Where equipment has already been specially ordered, allocated, prepared or customised, or installation preparation has commenced, cancellation may result in reasonable costs already committed or incurred being deducted from any amount refundable, to the extent permitted by law.
Cancellation or rescheduling within 72 hours of the scheduled installation date may incur reasonable labour or administration charges where costs have already been incurred or resources committed.
Once equipment has been installed and is no longer in new condition, it is not eligible for a change-of-mind return.
Nothing in these installation terms limits any rights available under Australian Consumer Law.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Your rights and the remedy available will depend on the circumstances and whether a failure is major or minor.
These rights are in addition to any manufacturer's warranty or other warranty provided with a product.
Delivery
Delivery Timeframes
Once you have received your shipping notification, please allow approximately:
-
Metro areas: 3–5 business days
-
Regional areas: 7–10 business days
-
Remote areas: 14–20 business days
Please allow up to 3 business days for your order to be processed before dispatch.
Once your order has shipped, you will receive an email containing tracking information. Tracking details may take up to 48 hours after dispatch to become active with the carrier.
Orders containing multiple products may arrive in separate packages or through different carriers.
Delivery timeframes are estimates only and may be affected by carrier delays, severe weather, flooding or other events outside our control.
Free standard shipping is available on eligible orders over $500.
Delivery Carriers
Melbourne Hi Fi uses a number of carriers depending on the size, value and destination of an order.
Our carriers include Australia Post and StarTrack Express.
Your shipping confirmation email will contain the relevant tracking information.
Third-Party Couriers & Rideshare Collections
For security and liability reasons, Melbourne Hi Fi does not release Click & Collect orders to unauthorised third-party couriers or rideshare and delivery services.
This includes services such as Uber, Uber Connect, DiDi, Ola, DoorDash and similar services.
Orders placed for collection must be collected personally by the purchaser unless Melbourne Hi Fi has expressly agreed to another arrangement in advance.
We cannot release goods to:
-
Rideshare drivers
-
Food delivery drivers
-
Unauthorised third-party couriers
-
Any other unauthorised person
Valid photo identification may be required before goods are released.
If you require delivery rather than personal collection, please select an available delivery option at checkout or contact Melbourne Hi Fi before arranging collection.
Click & Collect
How Click & Collect Works
Select Click & Collect as the delivery method when placing your order online.
Please do not travel to collect your order until you have received your collection confirmation email.
Collection confirmation is normally sent within 24 hours of placing an order, but some products may require additional time to be transferred or prepared.
Collection Location
Click & Collect orders are collected from the warehouse door located to the far left of the building next to the car park.
The warehouse address and collection instructions will be included in your collection confirmation email.
Click & Collect does not operate from the retail showroom.
Collection Hours
Warehouse collection hours are:
9:30am – 5:30pm
Monday – Saturday
Please wait until you have received your collection confirmation before attending.
What to Bring
When collecting your order, please bring:
-
Photo identification
-
Your collection confirmation or order notification on your phone
Who Can Collect an Order?
Only the person who placed the order may collect it unless an alternative arrangement has been expressly approved by Melbourne Hi Fi in advance.
Orders will not be released to unauthorised third-party couriers, rideshare drivers or delivery services.
Product Availability
Most products are available for Click & Collect, although some products may be excluded.
Where Click & Collect is available for your selected items, it will appear as an option during checkout.
Changing Click & Collect to Delivery
If you have selected Click & Collect and would prefer your order to be delivered, please contact Melbourne Hi Fi at support@melbournehifi.com.au to discuss available delivery options.
Returns, Refunds & Warranty
Overview
Melbourne Hi Fi aims to provide high-quality products, professional advice and installation services so that customers can purchase with confidence.
This policy explains how returns, refunds, product assessments, repairs and installation orders are handled. Nothing in this policy limits your rights under the Australian Consumer Law.
Change of Mind
Melbourne Hi Fi does not offer refunds for change-of-mind purchases where the product is not faulty and meets its stated specifications.
This includes:
-
Personal preference or dissatisfaction with sound or picture quality
-
Comfort or aesthetic considerations
-
Deciding that the product is no longer required
-
Finding the product at a lower price elsewhere
-
Incorrect selection where the product is operating correctly and meets its advertised specifications
This does not affect any rights you may have where a product fails to meet a consumer guarantee under the Australian Consumer Law.
Faulty Products
If you believe a product purchased from Melbourne Hi Fi is faulty, please contact us before returning the product.
We may ask you to complete reasonable basic troubleshooting or provide information about the product and how it is being used before arranging an assessment.
Melbourne Hi Fi may assess the product, or arrange assessment by an authorised service agent, to determine the nature and cause of the reported fault.
If no fault is found, reasonable assessment, freight or handling charges may apply.
Major and Minor Faults
Where a product fails to meet a consumer guarantee, the remedy available will depend on the nature and seriousness of the problem.
For a major failure, customers may be entitled to choose a refund or replacement in accordance with Australian Consumer Law.
For a minor failure, Melbourne Hi Fi may arrange for the product to be repaired or otherwise provide an appropriate remedy in accordance with Australian Consumer Law.
Technical Assessment & Third-Party Equipment
Melbourne Hi Fi provides technical support for products purchased from us.
Where a customer reports a problem with a product supplied by Melbourne Hi Fi, we may test that product using our own known reference equipment to establish whether it is operating correctly.
The purchase of an individual component from Melbourne Hi Fi does not include diagnosis, adjustment or troubleshooting of an entire system containing equipment purchased elsewhere.
This includes third-party amplifiers, phono preamplifiers, streamers, power supplies, cables, adapters and other associated equipment, including products from brands such as Fosi Audio, WiiM and other products not supplied by Melbourne Hi Fi.
For example, if a turntable purchased from Melbourne Hi Fi produces hum, noise or another issue when connected to third-party equipment, we may assess the turntable using our own appropriate reference equipment.
Melbourne Hi Fi is not able to undertake open-ended troubleshooting, adjustment or diagnosis of products or system combinations that we do not sell or support.
Third-party equipment should not be brought to Melbourne Hi Fi unless one of our staff has specifically requested it in advance.
Repairs, Assessments & Saturdays
Repairs, technical diagnosis, system troubleshooting and equipment adjustments are not undertaken on Saturdays.
Where specifically arranged in advance with a staff member, equipment may be accepted on a Saturday for assessment at a later time.
No same-day assessment, adjustment or repair should be expected on a Saturday.
Products requiring repair may need to be referred to an authorised service agent or manufacturer-approved repair facility.
Goods Damaged in Transit
Please inspect delivered goods as soon as reasonably possible.
If an item appears to have been damaged in transit, please contact Melbourne Hi Fi as soon as possible, preferably within 24 hours of delivery, and retain the packaging where possible.
Prompt notification assists us in lodging a claim with the carrier.
This notification request does not limit any rights available under Australian Consumer Law.
Return Authorisation
Please contact Melbourne Hi Fi before returning any product.
Returns require prior approval and may require a Return Goods Authorisation (RGA).
Goods returned without prior authorisation may be refused or returned to the customer where permitted by law.
Proof of Purchase
Proof of purchase is required when requesting a return, repair, replacement or refund.
Acceptable proof may include an invoice, receipt, order confirmation or bank or credit card statement showing the transaction.
Refund Processing
Where a refund has been approved, Melbourne Hi Fi will process the refund as soon as reasonably practicable following verification.
Please allow up to 10 business days for processing and for the payment provider or financial institution to complete the transaction.
Freight, delivery and installation charges are generally not refundable where the relevant goods and services have been properly supplied, unless otherwise required by Australian Consumer Law.
Installation Orders
For larger orders involving professional installation services, a minimum deposit of 70% of the total order value, including equipment and labour, is required to confirm the order and secure an installation booking.
The remaining balance must be paid in full no later than 24 hours before the scheduled installation date unless otherwise agreed in writing.
Installation dates are not confirmed until the required deposit has been received.
Where equipment has already been specially ordered, allocated, prepared or customised, or installation preparation has commenced, cancellation may result in reasonable costs already committed or incurred being deducted from any amount refundable, to the extent permitted by law.
Cancellation or rescheduling within 72 hours of the scheduled installation date may incur reasonable labour or administration charges where costs have already been incurred or resources committed.
Once equipment has been installed and is no longer in new condition, it is not eligible for a change-of-mind return.
Nothing in these installation terms limits any rights available under Australian Consumer Law.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Your rights and the remedy available will depend on the circumstances and whether a failure is major or minor.
These rights are in addition to any manufacturer's warranty or other warranty provided with a product.
Delivery
Delivery Timeframes
Once you have received your shipping notification, please allow approximately:
-
Metro areas: 3–5 business days
-
Regional areas: 7–10 business days
-
Remote areas: 14–20 business days
Please allow up to 3 business days for your order to be processed before dispatch.
Once your order has shipped, you will receive an email containing tracking information. Tracking details may take up to 48 hours after dispatch to become active with the carrier.
Orders containing multiple products may arrive in separate packages or through different carriers.
Delivery timeframes are estimates only and may be affected by carrier delays, severe weather, flooding or other events outside our control.
Free standard shipping is available on eligible orders over $500.
Delivery Carriers
Melbourne Hi Fi uses a number of carriers depending on the size, value and destination of an order.
Our carriers include Australia Post and StarTrack Express.
Your shipping confirmation email will contain the relevant tracking information.
Third-Party Couriers & Rideshare Collections
For security and liability reasons, Melbourne Hi Fi does not release Click & Collect orders to unauthorised third-party couriers or rideshare and delivery services.
This includes services such as Uber, Uber Connect, DiDi, Ola, DoorDash and similar services.
Orders placed for collection must be collected personally by the purchaser unless Melbourne Hi Fi has expressly agreed to another arrangement in advance.
We cannot release goods to:
-
Rideshare drivers
-
Food delivery drivers
-
Unauthorised third-party couriers
-
Any other unauthorised person
Valid photo identification may be required before goods are released.
If you require delivery rather than personal collection, please select an available delivery option at checkout or contact Melbourne Hi Fi before arranging collection.
Click & Collect
How Click & Collect Works
Select Click & Collect as the delivery method when placing your order online.
Please do not travel to collect your order until you have received your collection confirmation email.
Collection confirmation is normally sent within 24 hours of placing an order, but some products may require additional time to be transferred or prepared.
Collection Location
Click & Collect orders are collected from the warehouse door located to the far left of the building next to the car park.
The warehouse address and collection instructions will be included in your collection confirmation email.
Click & Collect does not operate from the retail showroom.
Collection Hours
Warehouse collection hours are:
9:30am – 5:30pm
Monday – Saturday
Please wait until you have received your collection confirmation before attending.
What to Bring
When collecting your order, please bring:
-
Photo identification
-
Your collection confirmation or order notification on your phone
Who Can Collect an Order?
Only the person who placed the order may collect it unless an alternative arrangement has been expressly approved by Melbourne Hi Fi in advance.
Orders will not be released to unauthorised third-party couriers, rideshare drivers or delivery services.
Product Availability
Most products are available for Click & Collect, although some products may be excluded.
Where Click & Collect is available for your selected items, it will appear as an option during checkout.
Changing Click & Collect to Delivery
If you have selected Click & Collect and would prefer your order to be delivered, please contact Melbourne Hi Fi at support@melbournehifi.com.au to discuss available delivery options.