Refund policy

Returns & refunds

Last updated: 8 November 2026

Your rights under 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. Nothing in this policy limits those rights.

Faulty, damaged or incorrect items

Please inspect your order on delivery and contact us within 7 days at sales@luxaudio.com.au or 0431 820 432 if anything arrives damaged, faulty or not as described. Photos of the item and packaging help us resolve it quickly.
Do not discard the original packaging; high-end equipment must be returned in it to travel safely.
Where the item is faulty or not as described, we will arrange and pay for return freight and offer a repair, replacement or refund in line with the Australian Consumer Law.
Many products also carry a manufacturer's warranty. We handle warranty claims with the manufacturer on your behalf.

Change of mind

We do not offer refunds or exchanges for change of mind, including where an item has been chosen incorrectly.
If you are unsure about system matching, room suitability or connector types, please talk to us before ordering — we are happy to advise or arrange a listening session.
Where we agree in writing to accept a change-of-mind return, the item must be unused, complete and in its original packaging, and the return freight is at your cost.

Cancelling an order

If you cancel an order after it has been placed, we will refund the amount paid less a 15% restocking fee. The fee covers payment-platform and processing charges that are not returned to us when an order is cancelled. The fee does not apply where we cancel the order, where the item is faulty or not as described, or where you are otherwise entitled to a full refund under the Australian Consumer Law. Special orders cannot be cancelled once placed with the manufacturer (see below), and international sales are final.

Special orders, pre-orders and custom configurations

Many products are ordered from the manufacturer to your specification (finish, length, plug type, voltage or other options). Once we have placed the order with the manufacturer it cannot be cancelled or returned for change of mind. Pre-order items (marked "pre-order") ship when the manufacturer releases them; we will keep you informed of the expected date.

Ex-demo and pre-owned items

Ex-demo and pre-owned items are sold in the condition described and photographed on the product page, one only. Any cosmetic marks or defects described or shown in the listing are not grounds for a return. Your Australian Consumer Law rights still apply to faults that were not disclosed.

International orders — all sales final

To the extent permitted by law, all sales to customers outside Australia are final: no refunds, returns, exchanges or cancellations, including for change of mind, once the order has been confirmed. Please confirm voltage, plug type, configuration and compatibility with us before ordering. Items that arrive damaged in transit must be reported to us and the carrier within 48 hours of delivery with photos, so that a freight insurance claim can be lodged. Manufacturer warranty, where offered internationally, is handled through the manufacturer or its local distributor.