Warranty & Return Policy

You must submit a Return Authorisation (RA) form on our website before returning any product(s) to Videoguys Australia. When returning a product(s), the RA number must be visible outside the packaging and will be provided to you once our returns department accepts your RA.

In the RA form, please tell us exactly what the fault is, the date when the fault became apparent, when and how you discovered the flaw, and how the fault affected the use of your goods so we can fully understand your claim.

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1. Our returns policy has been curated under the guidance of the ACCC and the ACL.
2. Any returns outside of warranty are subject to our prior approval. We may need to contact you directly using the details you provide in the RA form to discuss how we would be able to process your claim best.
3. Our product(s) are sold as-is and do not include any support on installing, setting up, and using the product(s). Therefore, to avoid any additional fees, before returning any product(s), we recommend that you attempt to troubleshoot your issue first as best you can by following the manufacturer's guidelines (assuming you are comfortable and have the knowledge required) and documenting the steps you have taken, so that we may be able to provide more efficient support and direction. Often additional support is offered directly by the manufacturer.
4. Videoguys Australia will not be held responsible for any lost or damaged items in transit.
5. Original freight charges and any freight insurance associated with an invoice will not be refunded for any RA.
6. We do not accept returns of opened and used goods that may breach the health and safety regulations, such as headsets, earpieces, and headphones unless the item is faulty.
7. We cannot provide a credit or refund on the price differences of the ordered items due to price drops once the product(s) has been processed and shipped out. Prices of specific products are volatile, and we cannot control price fluctuations.
8. We can only accept returns of software if it is genuinely faulty.
9. We only accept returns for items on clearance or ex-display models if faulty.

1. Change of Mind returns includes the following scenarios:

• You have changed your opinion about a product(s).
• You no longer require product(s) for an upcoming event.
• You made an incorrect choice of purchase.
• You found the product(s) cheaper somewhere else.
• You decided you did not like the purchase or had no use for it.

1. Within the ACCC guidelines, we do not provide refunds for goods in this category. We can only offer a store credit or an exchange for an alternative product(s) after inspection of the returned goods, which may incur a restocking fee at our discretion.
2. Videoguys Australia reserves the right to issue a restocking fee of up to 25% of the original invoiced price for the given product(s) line item(s).
3. If you have returned in person or shipped via a postal service your returning goods and had received an acceptance of your RA before doing so, you agree to these terms and know a restocking fee of up to 25% can occur. We will notify you of the restocking fee, which will be deducted from your credit once finalised.
4. Credits will only be processed when goods have been received and checked by Videoguys Australia.
5. We may accept returns of goods without incurring a restocking fee if the item(s) meet all the following criteria:
6. All change-of-mind returns, even those within the above criteria, are subject to Videoguys Australia’s inspection and final approval.

• The product has yet to be opened.
• The product is not a special-order product. 
• The product is in a small quantity (not greater than three units).
• The product value is less than $1,000.
• The product is returned within five business days of purchase.

1. Returns of products that have been dropped, damaged, modified, tampered with, or have had manufacturer labels removed will not be accepted. Goods already opened are subject to our inspection and approval and may require additional processing time. 
2. We do not cover return costs, including freight or any freight insurance for returns under this classification.

1. Customers can request a replacement, credit, or refund if the problem with a product is significant. Within ACCC guidelines for refunds, Videoguys Australia will consider the following factors to determine if a refund is appropriate:

• How much time has passed since you purchased the product(s).
• Type of product(s).
• How an end user is likely to use the product(s).
• The amount of time reasonable for the product(s) to be used.
• The amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.

1. If an item is DOA (Dead on Arrival), we will endeavour to respond to your RA as soon as possible and will do the best we can to exchange, replace or refund the item(s) for you as fast as possible. However, repairs and inspections are out of Videoguys Australia's control and utterly dependent on your product's supplier or vendor.
2. The Videoguys Australia DOA period is 14 days within the original invoiced date.
3. Advance replacements are only available for certain products and are subject to stock availability. You can ask if an advanced replacement is possible by contacting us and quoting your RA number for information to see if we can process that for you.
4. We advise keeping all receipts associated with return postage and transport costs. Suppose your product(s) returns to us and is proven faulty upon inspection by Videoguys Australia. In that case, we will reimburse you reasonably via a credit with no expiry to shop in-store or online.
5. Suppose you claim to have a faulty product(s) that is proven to be in perfect working condition by Videoguys Australia or the given product(s) manufacturer or vendor, and the product(s) is to the specification of the product(s). In that case, we do not cover return costs, including postage or any freight insurance involved in the return. From here, the Change of Mind terms apply, and you may be requested to pay for return postage back to you and inspection costs within reason.

1. Videoguys Australia reserves the title of ownership for any extra or incorrect goods shipped due to our error. We will arrange additional shipments to recover these goods and cover the associated costs of resolving this issue.
2. If the products received are different from your order, please inform Videoguys Australia within 24 hours of receiving the delivery, do not open any packaging or use the products, as it will be deemed an acceptance of goods and can not be accepted for return.