You may return any unopened item within 30 days from the delivery date if you’d like credit, exchange, or a refund. If you’ve opened your item, it may still be accepted back at our discretion. In that case, though, a restocking fee will apply.
Did I purchase faulty gear?
We stand behind all our products. If any product you purchase from Lightsounds is DOA (dead on arrival) or if, within seven days of delivery date, it develops any fault covered by the warranty, we’ll replace it immediately with a new item. Under all other circumstances, Lightsounds is more than happy to facilitate repair or replacement of any product you purchase from us, under the warranty provided by your product’s Australian distributor.
Do make sure that you read the manual and setup instructions for any new product or piece of technology. Product documentation contains invaluable information on how to safely and effectively operate your product. Many times when a product has been reported to us as faulty we’ve discovered it simply was plugged into the wrong place, or plugged in incorrectly. We appreciate it when you read the manual and check the basics before you return your purchases. Some points to check:
- Instruction manual – are you following instructions?
- Connections, plugs, and leads – are they all going where they should?
- Manufacturers website – are there any instruction manual revisions or firmware updates posted online?
When returning a faulty item…
If you’ve checked those three areas and your gear still isn’t working, we want you to contact us so we can help you get fixed! Please contact us at firstname.lastname@example.org. Your email should include some basic information:
- A thorough, detailed description of the fault—what isn’t working
- The product’s model
- The product’s brand
- The product’s serial number
- Your order number
Once Lightsounds has that information from you, we’ll write back and let you know where you should send your product to be repaired or replaced. This could be your Lightsounds store or another local repair centre. While we’ll cover the freight cost of shipping the item back to you after repair, you’re responsible for the cost of sending it in initially.
Two points to remember…
If your returned goods were damaged in transit, we can’t accept liability for them, so please take care when packaging your returns. Make sure you keep all original boxes and packaging with the item; this will make safely sending it to back us simple and straightforward. If you don’t have the original packaging anymore, take care to pad the item securely and pack it at carefully. Be aware that all tech equipment is fragile, and a poorly packaged return is unlikely to make it through the postal system undamaged.
You should also know that it is an almost universal requirement from our distributors that an item have proof of purchase in order to be repaired under warranty. Don’t ever throw away receipts; file them away in a safe place where you can easily find them in time of need.