Warranty & Returns Policy
Need to return a purchase, request a warranty claim, or inquire about an exchange?
Fill out the form below, and we’ll take care of it for you.
START YOUR RETURN⚠️ Please note: This returns form works only for order numbers starting with the SVG- prefix.
Orders with a VG- prefix or a six-digit order number (e.g., VG-123456 or 165432) cannot be processed using this form.
If your order falls under this category, please reach out to us directly at rma@videoguys.com.au.
📝 Typically, these are orders placed before November 2024.
Returns, refunds and warranty conditions
Read our complete returns and refund policy before sending goods back. Contact our team for product advice and troubleshooting guidance. Installation, onsite work and complex system configuration are separate services and must be agreed and quoted before work begins. This does not affect your rights under the Australian Consumer Law.
Change-of-mind cancellations
If you change your mind, choose the wrong item, make an accidental purchase, or decide you no longer need the goods, cancellation is subject to our approval. If you choose a refund, a deduction for reasonable, actual and unrecovered cancellation costs will apply where permitted by law and our payment-provider agreements. If you instead choose to keep the amount otherwise refundable as store credit on your Videoguys Australia customer account, no cancellation, administration or payment-processing fee will be deducted from that credit. No deduction applies where no recoverable costs have been incurred. Account credit is voluntary and your Australian Consumer Law rights are unaffected. See our Terms of Sale for the full cancellation conditions.
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