Customer Order, Returns and Exchanges Policy

At Billy Hyde Music, we are committed to providing quality products and excellent customer service in compliance with Australian Consumer Law. This Customer Order and Returns Policy outlines your rights and responsibilities when making a purchase from us.

1. Customer Orders

For all customer orders, a 20% non-refundable deposit is required at the time of order. This deposit helps cover the costs associated with securing and processing the product.

If, for any reason, we are unable to fulfill your order within a reasonable time frame, we will notify you and offer a full refund of your deposit.

Please note that the 20% deposit is non-refundable unless the item is unavailable within a reasonable time, or is subject to Australian Consumer Law protections.

2. Refunds and Returns

Change of Mind

In accordance with Australian Consumer Law, we are not obligated to provide a refund or exchange if you change your mind after making a purchase. However, if we agree to offer a return for a change of mind, the following conditions apply:

  • The product must be unused, unopened, and in its original packaging.
  • Returns for change of mind will be subject to a restocking fee (if applicable), and a refund will be provided via the original payment method.
  • Return shipping costs (if applicable) are the responsibility of the customer.

Faulty or Damaged Goods

If you receive an item that is faulty or damaged, you are entitled to a remedy under Australian Consumer Law, which may include:

  • A repair of the product
  • A replacement of the product
  • A full refund if the product cannot be repaired or replaced.

To qualify for a refund or replacement, please notify us within a reasonable time of receiving the item and provide proof of the fault or damage (e.g., photos).

Warranty Inspection and Service Fees

If an item is returned for warranty inspection and no fault is found, a service fee may be charged by the repairer. This service fee will be passed on to the customer for payment. The customer will be responsible for any costs associated with the inspection if no fault is identified.

When using new technology, it is crucial to read the manual and setup instructions carefully to ensure you understand how to properly and safely operate the product. Commonly, we find that products are returned due to incorrect usage rather than a fault. Please ensure that you follow the setup instructions and check the basics before returning your product for warranty inspection.

3. Exchanges

Exchanges for incorrectly ordered items or for change of mind are not guaranteed. However, we will do our best to accommodate requests for exchanges. The item must be in resalable condition, unused, and in its original packaging. Any exchange will be subject to stock availability.

4. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible. Cancellations are subject to the following conditions:

  • For custom orders, cancellation is only possible if the item has not been ordered or shipped.
  • If cancellation occurs after the item has been ordered or shipped, the 20% non-refundable deposit will still apply.

5. Return Process for Warranty

In the event that your product needs to be returned for warranty inspection, you are required to arrange the return of the item to our store or designated repair centre. We will assist with the process, but the responsibility for returning the product rests with the customer.

Please ensure that the product is carefully packed to avoid damage during transit. If you are unsure about how to package or return the product, please contact our customer service team for guidance.

6. Processing Time and Shipping Delays

We aim to fulfil all orders as quickly as possible. However, processing times for orders may vary based on stock availability and supplier lead times. We will notify you of any significant delays and provide options for a refund or alternative solutions.

7. How to Return or Exchange an Item

To initiate a return or exchange, please complete our returns form located here. Please allow 72 hours from completion for our team to be in contact. 

Where there is no proof of delivery, delivery date will be assumed to be four (4) business days from the date of dispatch.

If a return request is approved, we will give you return details and the return address. This address may be any of our warehouse locations across Australia, the authorised repairer or other authorised third party. 

We may also request further information to process the return. Item(s) must be received by the return address within ten (10) business days. We will not accept liability for damage which may occur during transit. Please pack your returned item(s) carefully and we encourage you to keep photos of your item and the package. 

This process can take up to 7 days from the arrival of the item back at the nominated delivery location. 

Contact Details

For any order inquiries, return requests, or assistance, please reach out to us by calling 1300 245 594 or email to [email protected]

By placing an order with Kosmic Sound, you acknowledge that you have read, understood, and agreed to this policy in accordance with Australian Consumer Law.

Thank you for shopping with us!