To arrange a return or exchange, please contact our Sony Store team within 30 days of receiving your order at firstname.lastname@example.org to initiate a returns/exchange process. All returns, exchanges or refunds must have a returns advice (RA) generated and the original item returned before refunds or credits are generated.
Wherever possible, our team will also help to arrange a courier pick up of goods from you, however, Sony will not assume liability for items lost in transit that are yet to be received. A traceable shipping method is recommended. Our team will also advise on the documentation required to be attached to the returned item.
When your return has been received and processed, Sony will process your refund or ship out your new item. Refund times may vary, but generally returns are fully processed within 7-10 business days from receipt.
Credits and refunds
What if I change my mind?
Please choose carefully as refunds are not normally provided, however, if the original product is in the original unopened packaging, Sony may offer a credit or exchange of the original product value. Please note, credits will only be issued once we have received the returned item.
Repairs and Servicing
You may return goods we have delivered to you for repair by contacting our service team at email@example.com. We understand that sometimes large items (TVs & stereos) cannot be shipped easily so our service team will happily arrange an inspection.
Sony will assess and repair products within a reasonable time. This time frame will be communicated via the service team but may vary due to part availability or fault diagnosis. Where possible, all fees (labour, freight, assessment) will be communicated for purchases not covered by the Australian Consumer Law or manufacturer’s warranty. Where a fault is not found, there may be a service fee involved.
Backing up of Data
Please ensure, where possible, all data is backed up on recordable media (flash drives, computer hard drives, camera memory cards, mobile phone contacts. Depending on repair requirements, some data may be lost. Sony is not liable for any data not backed up.
Sony Stores or Sony Kiosks
The above returns policy is the same for Sony Stores and Sony Kiosks. Please return to the store of purchase to arrange an exchange or return.
Please refer to the in-store returns policy at the time of purchase. All Sony Centre purchases must be returned to the point of purchase.
The Australian Consumer Law (ACL)
The ACL is a single, national law concerning consumer protection and fair trading, which applies in the same way nationally and in each State and Territory.
The Australian Consumer Law (ACL) covers all goods sold in Australia and has guarantees that cannot be excluded. Under the ACL, you are entitled to a replacement or refund for a major failure and for 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.
What are consumer guarantees?
When a consumer buys goods or services, the ACL provides that they will have guaranteed rights that:
- the supplier has the right to sell the goods;
- goods are of acceptable quality;
- the description match the goods;
- the goods are fit for the intended purpose as described by the supplier;
- repairs and spare parts are reasonably available;
- services are carried out with reasonable care and skill and are completed within a reasonable time.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.