Refund policy
Warranty & Refund Policy
At AIRBONE CONNECT®, we are committed to supplying dependable, high-quality products and providing customers with fair, transparent and practical solutions when something does not go as expected.
Australian Consumer Law
This policy provides benefits in addition to the rights and remedies available to consumers under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
About This Policy
This policy applies to eligible products sold under the AIRBONE CONNECT® brand and explains our voluntary change-of-mind return policy and our two-year manufacturer's warranty.
Different procedures may apply where a product was purchased through Amazon, eBay, another marketplace or an authorised retailer. Customers may be required to initiate the claim through the platform or retailer from which the product was originally purchased.
Platform procedures do not remove any rights a customer may have under the Australian Consumer Law.
230-Day Change-of-Mind Returns
We provide a voluntary 30-day change-of-mind return opportunity, beginning on the date the customer receives the product.
To qualify for a change-of-mind return, the customer must contact us and lodge the request within the 30-day period.
Return eligibility
The returned product must:
- be in new, unused and resellable condition;
- be free from damage, marks, scratches, odours or signs of use;
- include its original packaging;
- include all accessories, cables, components, inserts and manuals;
- not have been altered, repaired, engraved or personalised; and
- be accompanied by a valid order number or acceptable proof of purchase.
Opening packaging solely to inspect the product does not automatically make a product ineligible. However, the product and packaging must remain in a condition that allows the product to be sold again as new.
Inventory service fee
Approved change-of-mind returns are subject to a 2% inventory service fee, calculated on the total order value of the returned item or items.
This fee helps cover return processing, inspection, inventory administration and restocking. The remaining eligible amount will be refunded after the returned product has been received, inspected and approved.
The 2% inventory service fee does not apply where a fee cannot lawfully be charged, including where a customer is entitled to a remedy for a product failure under the Australian Consumer Law.
Return postage and original delivery charges
For change-of-mind returns, the customer is responsible for arranging and paying the return postage.
Original delivery, express delivery and handling charges are not refundable for change-of-mind returns unless required by law.
We strongly recommend using a tracked and adequately insured return service. AIRBONE CONNECT® is not responsible for change-of-mind returns that are lost or damaged before they are delivered to our nominated return location.
3Items Not Eligible for Change-of-Mind Return
Unless required by law, the following products are not eligible for a voluntary change-of-mind return:
- products returned more than 30 days after receipt;
- products that have been used, installed, damaged or altered;
- products that are not in resellable condition;
- products missing packaging, accessories, components or manuals;
- personalised, customised or specially ordered products;
- gift cards or digital products;
- clearance or final-sale items identified as non-returnable before purchase;
- products damaged through incorrect installation or misuse; and
- products purchased from an unauthorised third-party seller where AIRBONE CONNECT® cannot verify the transaction.
A product being excluded from the voluntary change-of-mind policy does not remove any rights that apply to faulty or misdescribed products under the Australian Consumer Law.
4Products Arriving Damaged, Faulty or Incorrect
Customers should inspect their order as soon as reasonably possible after delivery.
Where a product arrives damaged, appears faulty, is incomplete or is different from the product ordered, the customer should submit a claim through our website contact or warranty claim form as soon as reasonably possible.
The claim should include:
- the order number or proof of purchase;
- the product name or model;
- a clear explanation of the issue;
- clear photographs or video showing the issue, where reasonably available; and
- photographs of the packaging where delivery damage is alleged.
We may request reasonable troubleshooting information before requiring the product to be returned. This helps us identify simple setup, compatibility, power-supply, cable or connection issues without causing unnecessary delay.
5Two-Year Manufacturer's Warranty
Eligible AIRBONE CONNECT® products are covered by a two-year manufacturer's warranty against manufacturing faults, beginning on the original date of purchase shown on the customer's proof of purchase.
This warranty is provided to the original purchaser and applies to products purchased from AIRBONE CONNECT®, our official stores or an authorised seller.
The manufacturer's warranty is an additional promise provided by us. It does not replace or limit rights and remedies available under the Australian Consumer Law.
What is a manufacturing fault?
A manufacturing fault is a failure caused by defective materials, components or workmanship arising during normal and intended use of the product.
Normal performance variation, compatibility limitations disclosed before purchase and damage caused after delivery are not automatically considered manufacturing faults.
6Available Warranty Solutions
After a warranty claim has been assessed and approved, we may offer an appropriate solution based on the nature of the fault, the product's age, available stock and the customer's rights under applicable law.
A solution may include:
- technical assistance or troubleshooting;
- repair, where appropriate and reasonably available;
- one replacement product;
- an equivalent replacement model where the original model is unavailable;
- a partial refund agreed with the customer; or
- another remedy required under the Australian Consumer Law.
A partial refund will only be offered where it is appropriate and accepted by the customer. Nothing in this policy requires a customer to accept a partial refund where the customer is legally entitled to another remedy under the Australian Consumer Law.
One replacement under the manufacturer's warranty
Each eligible product may receive a maximum of one replacement under our voluntary two-year manufacturer's warranty.
This limitation does not restrict any separate right or remedy that may continue to apply under the Australian Consumer Law.
A replacement may be the same model or, where that model is no longer available, a product with reasonably comparable functions and value. We will disclose the proposed replacement before completing the claim.
7Warranty Period for Replacement Products
A replacement supplied under our manufacturer's warranty does not begin a new two-year manufacturer-warranty period.
The replacement product will remain covered for the unused balance of the original two-year warranty, calculated from the original product's purchase date.
For example, if a product is replaced 14 months after the original purchase date, the replacement will ordinarily receive the remaining 10 months of the original two-year manufacturer's warranty.
This provision does not exclude or limit any consumer guarantee that may independently apply to the replacement product under the Australian Consumer Law.
8Warranty Return Costs
For a claim made under our voluntary manufacturer's warranty after the first 30 days, the customer may be asked to arrange and initially pay for tracked return postage to our nominated assessment location.
If inspection confirms that the product has a manufacturing fault and applicable law requires AIRBONE CONNECT® to bear the reasonable return cost, we will reimburse the reasonable postage expense upon receipt of acceptable proof of payment.
Postage costs may not be reimbursed where inspection determines that:
- no product fault is present;
- the reported issue is caused by incompatibility rather than a product fault;
- the issue arose from misuse, accidental damage or an excluded cause;
- the product returned is not the product associated with the claim; or
- the claimed expense is unreasonable or cannot be verified.
Where a product is large, difficult or unsafe to return, customers should contact us before arranging transport so that an appropriate method can be considered.
9Warranty Exclusions
Our voluntary manufacturer's warranty does not cover failures or damage caused by:
- accident, impact, crushing, dropping or excessive force;
- misuse, abuse, neglect or use outside the intended purpose;
- incorrect installation, assembly, storage or maintenance;
- failure to follow the product instructions or safety information;
- use with unsuitable, damaged or non-compliant equipment or power supplies;
- liquid exposure beyond the product's stated water-resistance rating;
- swimming, prolonged submersion or underwater use unless expressly supported;
- exposure to fire, extreme heat, chemicals, sand, dust or corrosive environments;
- electrical surges, unstable voltage or inappropriate charging equipment;
- unauthorised disassembly, modification or repair;
- altered, removed or unreadable serial numbers or identification labels;
- normal wear and tear or gradual deterioration from ordinary use;
- cosmetic marks that do not affect the product's operation;
- loss, theft or disappearance;
- software, applications, networks or third-party devices not supplied by us; or
- compatibility limitations that were accurately disclosed before purchase.
These exclusions apply only to our voluntary manufacturer's warranty and do not exclude rights that cannot lawfully be excluded under the Australian Consumer Law.
10Batteries and Consumable Components
Rechargeable batteries naturally lose capacity over time through ordinary use and charging cycles. Normal gradual reduction in battery capacity is considered wear and tear rather than a manufacturing fault.
However, a battery or consumable component may still qualify for a remedy where it has a manufacturing fault or fails to meet an applicable consumer guarantee.
11Compatibility and Product Information
Customers should review product specifications, dimensions, supported standards, device requirements and compatibility information before purchasing.
A product is not necessarily faulty because it is incompatible with a device, operating system, connector, drive, charger, network or accessory that the product was not represented as supporting.
Where a customer advised us of a particular purpose before purchase and reasonably relied on our recommendation, the customer's rights under the Australian Consumer Law remain unaffected.
Water-resistance ratings must be interpreted according to the stated product specification. A water-resistant product is not necessarily waterproof and should not be used for swimming or prolonged underwater activity unless that use is expressly stated as supported.
12Warranty Claim Process
- Submit a request through our website's Contact Form or Warranty Claim page.
- Provide the order number, proof of purchase, product information and a clear description of the issue.
- Provide photographs, video or other reasonable evidence where requested.
- Complete reasonable troubleshooting steps provided by our support team.
- Wait for return instructions and a return authorisation before sending the product.
- Return the product using the approved return instructions where physical assessment is required.
Products returned without authorisation, adequate identification or sufficient claim information may experience processing delays.
Customers should remove personal data and disconnect linked accounts before returning any data-capable product. Customers should also retain a separate backup of important data. We are not responsible for data loss except to the extent liability cannot lawfully be excluded.
13Inspection and Assessment
All returned products are subject to reasonable inspection and verification before a refund, replacement or other warranty solution is finalised.
Assessment may include checking:
- the product model and identifying information;
- the reported fault;
- the product's physical condition;
- whether accessories and components are present;
- whether there is evidence of misuse, damage or modification; and
- whether the product is associated with the submitted proof of purchase.
If no fault is found, we may provide the assessment result and return the product to the customer. Reasonable return delivery costs may be payable by the customer where permitted by law and disclosed before dispatch.
14Refund Processing
Approved refunds will ordinarily be issued to the original payment method used for the purchase.
Processing times may vary depending on the customer's financial institution, card provider, marketplace or payment service.
Where the original payment method is unavailable, we may request additional verification before arranging another lawful refund method.
Refunds will be calculated after applying any lawful deductions relevant to the type of return. No change-of-mind inventory service fee will be deducted from a refund required for a product failure under the Australian Consumer Law.
15Fraudulent or Abusive Claims
We may reasonably investigate claims involving suspected fraud, substituted products, altered evidence, false information, repeated misuse of return procedures or other abusive conduct.
Where supported by reasonable evidence and permitted by law, we may reject an ineligible claim, suspend voluntary return privileges, request further verification or refer suspected unlawful conduct to the relevant marketplace, payment provider or authority.
This section will not be used to deny a genuine claim or restrict a customer's lawful consumer rights.
16Unclaimed or Ineligible Returned Products
If a returned product is found to be ineligible, we will make reasonable efforts to notify the customer and explain the available next steps.
We will not automatically treat a disputed or ineligible product as electronic waste. Where appropriate, the customer may be offered an opportunity to arrange return delivery.
A product may be recycled or disposed of only where legally permitted, after reasonable notice has been provided and the customer has failed to provide instructions or arrange any required payment within the stated period.
17Responsible Recycling
Returned products that cannot safely or economically be reused may be assessed for responsible recycling through an appropriate electronic waste process.
Where possible, packaging and recoverable materials will be separated for reuse or recycling as part of our commitment to reducing unnecessary electronic waste.
18Mandatory Consumer Guarantee Statement
This statement applies in addition to the AIRBONE CONNECT® two-year manufacturer's warranty.
19Warranty Provider Details
The two-year manufacturer's warranty described in this policy is provided by:
Go Airbone Pty Ltd
Trading as AIRBONE CONNECT®
Business address:
[INSERT BUSINESS OR SERVICE ADDRESS]
Telephone:
[INSERT BUSINESS TELEPHONE NUMBER]
Website contact:
Contact AIRBONE CONNECT®
Warranty claim page:
Submit a Warranty Claim
Trademark and Intellectual Property Notice
AIRBONE CONNECT® is a registered trademark used in connection with products and services supplied by or under the authority of its owner.
The AIRBONE® Logo is a registered logo trademark. The AIRBONE CONNECT® name, AIRBONE® Logo, product imagery, website content, graphics and associated brand assets must not be copied, reproduced, modified, distributed or used without prior written authorisation, except where permitted by law.
21Contact Us
For questions about a return, refund, product fault or warranty claim, please use one of the relevant forms on our website:
Please include your order number and sufficient information for us to identify the product and understand the requested assistance.
