Returns & Refunds Policy

1. Australian Consumer Law Rights

You are entitled to:

• A replacement or refund for a major failure
• Compensation for any other reasonably foreseeable loss or damage
• Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure

A major failure occurs when:

• The product would not have been purchased if the consumer had known about the problem
• The product is significantly different from its description, sample, or demonstration model
• The product is substantially unfit for its common purpose and cannot easily be made fit
• The product is substantially unfit for a specific purpose the consumer told the seller about and cannot easily be made fit
• The product is unsafe

Nothing in this policy limits your rights under the Australian Consumer Law.

2. Change of Mind Returns

We offer a 30-day change of mind return policy for most products, subject to the following conditions:

• The item must be unused and in its original, unopened packaging
• All original accessories, manuals, and documentation must be included
• The item must be in resaleable condition
• You must provide proof of purchase (order confirmation or receipt)
• Return request must be made within 30 days of delivery

Restocking Fee: A restocking fee of 15% may apply to change of mind returns to cover inspection, repackaging, and administrative costs.

Return Shipping: For change of mind returns, the customer is responsible for return shipping costs. We recommend using a trackable and insured shipping service.

3. Faulty or Damaged Products

If you receive a product that is faulty, damaged, or not as described, you are entitled to a remedy under Australian Consumer Law. Please contact us within 48 hours of delivery to report any issues.

For faulty products, we will:

• Arrange free return shipping
• Offer a replacement, repair, or full refund (your choice for major failures)
• Process your claim as quickly as possible

Please retain all original packaging until you are satisfied with your purchase, as it may be required for returns.

4. Damaged During Shipping

If your order arrives damaged during shipping:

• Contact us within 48 hours of delivery with photos of the damage
• Do not discard any packaging materials as these may be required for insurance claims
• We will arrange for a replacement or full refund at no cost to you
• All shipments are fully insured, so you are protected against transit damage

5. Items Not Eligible for Return

The following items cannot be returned for change of mind (but may still be returned if faulty under Australian Consumer Law):

• Products that have been opened, used, or installed
• Custom or special order items
• Products with broken seals or removed security tags
• Items damaged through misuse or improper handling
• Cartridges and styluses (due to hygiene and quality control)
• Cables that have been removed from packaging
• Vacuum tubes that have been installed or tested

6. How to Return an Item

To initiate a return, please follow these steps:

1. Contact Us: Email us with your order number, the item(s) you wish to return, and the reason for the return.
2. Receive Return Authorisation: We will review your request and provide a Return Merchandise Authorisation (RMA) number within 2 business days.
3. Pack the Item: Carefully repack the item in its original packaging with all accessories and documentation included.
4. Ship the Item: Send the item to our return address using a trackable shipping service. Include the RMA number on the outside of the package.
5. Receive Your Refund: Once we receive and inspect the item, we will process your refund within 5-10 business days.

7. Refund Methods

Refunds will be processed using the original payment method:

• Credit/Debit Card: Refund to original card within 5-10 business days
• PayPal: Refund to PayPal account within 3-5 business days
• Bank Transfer: Refund to nominated bank account within 5-10 business days

Please note that your bank may take additional time to process the refund to your account.

8. Warranty Claims

All products sold by Suono Italiano carry the manufacturer's warranty. Warranty periods vary by brand and product:

• Sonus Faber: 3-5 years depending on product
• Gold Note: 2-3 years depending on product
• Unison Research: 2 years
• Pathos Acoustics: 2 years
• Audio Analogue: 2 years
• RCF: 2 years
• Powersoft: 3 years
• K-array: 2 years
• Chario: 5 years

To make a warranty claim, please contact us with:

• Proof of purchase
• Product serial number
• Description of the fault
• Photos or videos demonstrating the issue (if applicable)

9. Exchanges

If you wish to exchange an item for a different product, please initiate a return as described above and place a new order for the desired item. This ensures the fastest processing time and guarantees availability of your preferred product.

10. Contact Us

For all returns and refund enquiries, please contact our customer service team: