Returns & Warranty Policy

Please read the following vital information about our return, servicing and swap policy.

A Returns Authorisation (RA) must be created for all returns and service goods. Do that here

Once the RA form has been processed you will be contacted and delivery information provided.

Store Purchases

We do not have to provide a refund if you have changed your mind about a particular purchase, so please choose carefully. If the goods have a manufacturer fault not caused by misuse/abuse we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

*Product exclusions include but are not limited to: items cut to measure (cable etc), items marked as 'special order' or 'extra 3-4 days' on website have been ordered especially and therefore incur a 20% restocking fee from our supplier. Products like Software and personal items (such as headphones, microphones etc) are non returnable. Please choose carefully!

RTB Warranty Public (domestic use)

*We offer a 12 Month Warranty on all products unless otherwise stated.* Goods returned must be accompanied with a receipt, receipt number or proof of purchase.

RTB Warranty Commercial (non domestic)

Goods purchased for commercial use are not subject to the Consumer Guarantees Act (CGA) 1993. This includes but is not limited to - Schools, Churches, Bars, Restaurants, Professional Musicians, Studios, Hire and any other institutional purchases. The exclusion also applies for goods purchased for re-sale, or for use in repairs. **3 Month Warranty applies unless otherwise stated.

Warranty void by Modification of Product

This includes ALL changes where the product is no longer as it was when sold, this includes removing of stickers or screws.

Website Purchases

We do not have to provide a refund if you have changed your mind about a particular purchase, so please choose carefully. If the goods have a manufacturer fault not caused by misuse/abuse we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

RTB Warranty Public (domestic use)

*We offer a 12 Month Warranty on all products unless otherwise stated.* Goods returned must be accompanied with a receipt, receipt number or proof of purchase.

RTB Warranty Commercial (non domestic)

Goods purchased for commercial use are not subject to the Consumer Guarantees Act (CGA) 1993. This includes but is not limited to - Schools, Churches, Bars, Restaurants, Professional Musicians, Studios , Hire and any other institutional purchases. The exclusion also applies for goods purchased for re-sale, or for use in repairs. **3 Month Warranty applies unless otherwise stated.

Warranty void by Modification of Product

This includes ALL changes where the product is no longer as it was sold, this includes removing of stickers or screws.

Change of Mind

If you change your mind after completing a purchase, before we have dispatched the product/s we can provide a full refund. Just give us a call ASAP and we'll sort it out for you. (some products excluded*) If you call after the item has been despatched, we can get it back but there are costs involved which will be passed on to the customer by way of deduction from any refund given. This includes: Original (despatch) freight charge will not be refunded, Returning freight cost (up to the value of despatch cost) will be subtracted from any refund given.

*Product exclusions include but are not limited to: items cut to measure (cable etc), items marked as 'special order' or 'extra 3-4 days' on website have been ordered especially and therefore incur a 20% restocking fee from our supplier. If you have already received the goods (within 7 days of dispatch to you) an exchange or credit with us can be arranged providing the packaging with all accessories and complete documentation (manuals, leads etc) show no signs of wear or use (or you will be subject to a 10-20% restocking fee). Products like Software and personal items (such as headphones, microphones etc) are non returnable. Please choose carefully!

Damaged on arrival

CRITICAL POLICY - PLEASE READ CAREFULLY

PLEASE INSPECT ALL PACKAGES BEFORE SIGNING
'Damage in transit' claims, A carrier's liability ends when a signature is obtained, If the package looks damaged or tampered with please inspect prior to signing. Should damage be discovered before signing, either inspect further (test product) or reject the delivery, the courier will acknowledge this and we will be notified by them. At this stage please contact us. It is absolutely critical you understand this. If item/s are signed for, a claim for damaged goods may be rejected.

RTB Warranty Shipping policy

Return to base warranty applies (RTB) on all website purchases. (item will be shipped back to you FOC) Return to base warranty applies (RTB) on all Store purchases. (item is to be collected from the store) Customer needs to pay to get the item back to us if it is a manufacturer fault - we will pay to get the item back to you, repair is not charged inside the warranty period and is up to our discretion outside the warranty period. No international freight costs will be covered by us. (Customer pays both ways) Customer pays both ways if it is a fault caused by misuse / abuse. (see non-warranty wording below)

Non-Warranty returns:

Repair is charged and customer pays both ways if the item is outside the warranty period. Repair is charged and customer pays both ways if it is a fault caused by misuse / abuse. Shipping both ways is charged if the item is outside the warranty period. No international freight costs will be covered by us. (customer pays both ways)

Other Returns / Swaps

Incorrect Item received or ordered:
If for whatever reason the item you received was wrong, you need to return it so we can make a exchange.
* If the error was ours we will not charge the returning freight to us.
* If the item was ordered incorrectly, shipping will be charged for the replacement item, and, the customer is to pay shipping to our warehouse.
*Differences in Item price will be charged / credited as per website price on the day we receive the return.
* All returns must be received by our office no more than 14 days from Dispatch date.
* Full instructions will be given once an RA request has been submitted. Do that here

Faulty Items

Please see warranty information above and submit the following form: here. (This MUST be completed for all returns)
* We will fulfil our obligations under the Consumer Guarantees Act (CGA) 1993
* If the fault is not serious and can be remedied we will:
- Repair the goods
- Give you an identical replacement
-Provide you with a refund if we can’t be reasonably expected to repair the goods.
* If the fault is serious or can’t be remedied you can choose between:
- Rejecting the goods for a refund or replacement
- Keep the goods but ask for compensation for the fault.

* All DOA Faulty returns must be received by our office no more than 14 days from Dispatch date.
* All other Faulty returns must be received by our office within the warranty period.
* First, Call our technician and explain the problem, there is often a solution without a return needed.
* The customer is responsible for paying the shipping back to our warehouse
* Refunds are not possible outside of 7 days from purchase, except where repair / replace is not possible.
* All faulty returns must be received by our warehouse with completed RA paperwork.
* Full instructions will be given once an RA request has been submitted. Do that here

Item not under warranty for service or repair
Please see warranty information above and then submit the RA request. (This MUST be completed for all returns)
* Our technician will access the fault, service issue or problem and initiate repair if it is deemed economically viable.
* If the cost of repair or service is uneconomic we will contact you to discuss your options.
* We service and repair only our products.