Refund policy
Returns Policy (14 days)
Items purchased from The SoundTrap can be returned within 14 days of the delivery date for store credit, exchange, or (where applicable) a refund, subject to the conditions below.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law, including guarantees for faulty, damaged, or misdescribed goods.
All returns must be requested and approved before being sent back. Do not send items back without prior approval, as unapproved returns may be refused or go undetected.
Returns can be made:
- In store
- By mail
How to request a return (approval required)
To initiate a return, contact us with:
- Your full name
- Order/invoice number
- Item(s) you wish to return
- Reason for return
- Photos/video where helpful (especially for faults or transit damage)
Contact: sales@thesoundtrap.com.au
Change-of-mind returns (14 days)
If you change your mind, we may accept a return within 14 days provided the item is:
- Unused, as-new, and in original packaging
- Returned with all included accessories, manuals, and bundled items
- Not excluded under “Items that cannot be returned” below
10% restocking fee (change of mind)
A 10% restocking fee applies to change-of-mind returns.
This fee is deducted from the returned item value when your return is processed.
Shipping costs (change of mind)
- Return shipping and the return label are the customer’s responsibility.
- Original shipping charges are non-refundable.
- If your order originally received free or discounted shipping, any shipping cost we covered may be deducted from the refund/credit (where permitted).
Exchanges
For exchanges, the new product must be of equal or greater value than the original purchase. If it is not, store credit may be issued for the difference.
Returns requested after 14 days
Returns requested after 14 days are not guaranteed and may be refused.
Faulty items, wrong item, or not as described
If your item is faulty, arrived damaged, not as described, or we sent you the wrong item, we’ll work with you to resolve it in line with Australian Consumer Law and/or the manufacturer’s warranty.
Where required under law, we will provide the appropriate remedy (repair, replacement, refund, etc.).
The 10% restocking fee does not apply to returns for faults or ACL remedies.
Refund processing time
Once your return is received and inspected, refunds (where applicable) are processed within 5 business days.
Refunds are issued back to the original payment method where possible. Buy-now-pay-later refunds (e.g., Afterpay/Zip) are processed back through the provider and may take additional time to appear.
Items that cannot be returned (change of mind)
For health, safety, and hygiene reasons, no returns will be accepted for change of mind on opened/used items that are operated by mouth or inserted in the ear, including (but not limited to) certain headphones, in-ear monitors, microphones, harmonicas, and kazoos.
If an item is designated as a consumable and has been opened, The SoundTrap will not accept a return request. This includes, but is not limited to, guitar strings, clothing, spare parts (vacuum tubes, fuses, nuts, bridges, pots, etc.), straps, and cleaning/maintenance accessories.
If you blow into it or put it in your ears, it is yours to keep.
(This does not limit your rights under Australian Consumer Law for faulty goods.)
Returns under Product Warranty
Manufacturer warranties apply to goods sold by The SoundTrap. Warranty periods and terms vary by manufacturer and are detailed in the documentation provided with the goods or on the manufacturer’s website.
If your item is found to have a manufacturing defect within the warranty period, The SoundTrap will arrange for repair or replacement according to the manufacturer’s warranty terms. If repair or replacement is not possible, we may offer a store credit or refund.
Items found to be faulty due to abuse, mishandling, or misuse will not qualify for warranty repair or replacement and may be refused.
Consumable items and those damaged by normal wear and tear (e.g., broken guitar strings, expired vacuum tubes) are typically not covered.
Warranty return procedure
- Email us to notify us of the faulty item. Include your full name, order/invoice number, contact information, and a detailed description of the fault. If possible, provide video/audio/pictures of the fault and any visible product serial numbers.
- We will respond within three (3) working days to acknowledge your claim and discuss next steps. If approved, we will provide return instructions and the return address, which may be The SoundTrap, an authorised repairer, or another authorised third party.
- The item(s) must be received within seven (7) business days of return authorisation unless otherwise arranged. Items remain your responsibility during transit, so please pack your returned item(s) carefully.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under 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 they fail to be of acceptable quality and the failure does not amount to a major failure.