General

You must submit a return through our returns form on our website before returning any product(s) to Videoguys Australia. When returning product(s), the RA number must be clearly visible on the outside of the packaging. This number will be provided once our returns department accepts your RA request.

In the RA form, please provide detailed information about:

• What the fault is
• The date the fault became apparent
• When and how you discovered the fault
• How the fault has affected the use of the product(s)

This information helps us understand your claim thoroughly and process it efficiently.

Our returns policy is guided by the Australian Consumer Law (ACL) and the Australian Competition and Consumer Commission (ACCC).

• Returns outside of warranty require prior approval. We may contact you directly based on the details in your RA form to determine the best course of action.
• Products are sold as-is and do not include technical support for installation, setup, or usage. To avoid unnecessary return fees, we recommend troubleshooting the issue first (if you are comfortable doing so), following the manufacturer’s guidelines, and documenting any steps taken. Many manufacturers also provide direct support for their products.
• Videoguys Australia is not responsible for any items lost or damaged during transit.
• Original freight charges and any freight insurance included in your invoice will not be refunded for RA claims.
• For hygiene and safety reasons, we do not accept returns on opened and used goods such as headsets, earpieces, and headphones—unless the item is faulty.
• We do not offer credits or refunds for price changes after an order has been processed and dispatched. Pricing can fluctuate and is beyond our control.
• Software can only be returned if it is genuinely faulty.
• Clearance and ex-display items are only eligible for return if they are faulty.

Change of Mind

Change of Mind returns include 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 elsewhere
• You decided you did not like the purchase or had no use for it

In line with ACCC guidelines, we do not provide refunds for goods returned under these circumstances. However, we may offer a store credit or an exchange for alternative product(s), subject to inspection of the returned goods, up to 14-days after purchase.

Videoguys Australia may accept change-of-mind returns outside this 14-day window, at our discretion. A restocking fee may also apply at our discretion. 

Videoguys Australia reserves the right to issue a restocking fee of up to 25% of the original invoiced price for the relevant product(s).

If you have returned your goods in person or via postal service—and had received an RA acceptance beforehand—you agree to these terms and acknowledge that a restocking fee of up to 25% may apply. We will notify you of any restocking fee, which will be deducted from your credit once finalised.

Credits will only be processed after the goods have been received and inspected by Videoguys Australia.

We may accept returns of goods without a restocking fee if all of the following criteria are met:

• The product has not been opened
• The product is not a special-order item
• The quantity is three units or fewer
• The product’s total value is under $1,000
• The item is returned within five business days of purchase

All change-of-mind returns—even if the above conditions are met—are subject to Videoguys Australia's inspection and final approval.

Returns of products that have been dropped, damaged, modified, tampered with, or had manufacturer labels removed will not be accepted. Goods that have already been opened are subject to our inspection and approval, and may require additional processing time.

Please note: Return shipping costs, including any freight charges or freight insurance, are not covered by Videoguys Australia for returns under this classification.

Refunds for Cancelled Orders (Including Pre-Orders)

We understand that sometimes plans change. If you choose to cancel an order — including pre-orders or standard purchases — please be aware of the following:

Videoguys Australia will issue a refund for any payments made, minus a non-refundable processing fee. This fee covers payment provider charges that are not returned to us in the event of a cancellation.

This policy applies to all cancelled orders, whether due to:

• Change of mind
• Accidental purchase
• Last-minute decision

Refund Processing Fees:

• Shopify Payments / Credit Card: 3%
• PayPal / Bank Deposit: 1%
• Zip Pay: 4%
• Afterpay: 5%

These fees reflect the non-refundable merchant charges applied at the time of sale.

Exceptions:

In accordance with Australian Consumer Law, if you are entitled to a refund due to a major product failure or defect, you will receive a full refund, including any processing fees.

In all other cases — including change of mind, order errors, or goodwill refunds — the above processing fee will be deducted from the refund amount.

By proceeding with your purchase, you acknowledge and accept this refund policy.

Warranty

Customers can request a replacement, credit, or refund if the issue with a product is deemed significant. In line with ACCC guidelines, Videoguys Australia considers the following factors when determining if a refund is appropriate:

• How much time has passed since the product was purchased
• The type of product
• How the product is typically used by an end user
• The reasonable lifespan of the product
• The expected amount of use before a failure would become apparent

Dead on Arrival (DOA) Products: If an item is DOA, we will endeavour to respond to your RA as quickly as possible and do our best to exchange, replace, or refund the item promptly. Please note that repairs and inspections are managed by the product’s supplier or vendor and are outside Videoguys Australia’s direct control.

The Videoguys Australia DOA period is 14 days from the original invoice date.

Advance Replacements: Advance replacements are only available for selected products and are subject to stock availability. If you require an advance replacement, please contact us with your RA number to check availability.

Postage Reimbursements: We recommend keeping all receipts for return postage and transport costs. If the returned product is confirmed faulty upon inspection by Videoguys Australia, we will issue a store credit (with no expiry) to reasonably reimburse your return shipping expenses.

Non-Faulty Items: If a returned item is found to be in perfect working condition by Videoguys Australia or the product’s manufacturer/vendor, and it meets the specifications of the original listing, we will not reimburse return costs or associated freight insurance. In these cases, our Change of Mind policy applies. You may also be required to pay return shipping back to you and inspection fees, if applicable, within reason.

Incorrectly Received Items

Videoguys Australia retains ownership of any extra or incorrect goods shipped due to our error. We will arrange return shipping at our expense and coordinate the retrieval of these goods as needed.

If the products you received differ from your original order, please notify Videoguys Australia within 24 hours of receiving the delivery. Do not open the packaging or use the products, as doing so will be considered acceptance of the goods and may void eligibility for return or replacement.