As a fully Australian Competition and Consumer Commission (ACCC) compliant business we work with our customers to provide all the information about our policies to ensure mutually positive outcomes.

A reasonable time to deliver or receive an item that was not specifically listed as "in stock" in 2023 can be between 2 to 12 weeks, depending on the item, but no longer than 12 weeks unless specifically stated in the item description or agreed upon prior to purchase.

As we have multiple stores, and multiple local suppliers, we cannot guarantee all items listed on our website for purchase are "in stock" at all times either at your local store or from a local Australian supplier. As such please take careful note of an items description prior to purchase. Some items will be listed as "in stock" others will have various other availability options such as "Check with our team or your local store for availability". Please be aware that an item with no availability condition listed shall not be deemed to be as by default set to a condition as "in stock". Rather and reasonably the condition should be seen as "Check with our team or your local store for availability".

If an item is listed as "Check with our team or your local store for availability" it will be the customers responsibility to check with our team or your local store for availability, prior to making a purchase to find out about an items availability and delivery times. A record of this contact, such as preferably in writing such as an email or documented phone call, may be required following any disputes a customer claims about stock availability and delivery times. Where a customer claims, and yet cannot provide evidence to support a claim that they checked on stock availability or delivery times prior to purchase, and who request a refund or cancelled order based on a reasonable wait time for delivery shall be treated as making a Change of Mind request.

Please see our policy on Change of Mind here:

https://soundreference.com.au/change-of-mind/

If we take an order for an item that we have listed as "in stock" for availability and we find we cannot dispatch the item within 7 business days for any number of reasons, including the item had just been sold to another customer or our warehouse has listed the item as available incorrectly or the local supplier or importer is found to have no stock, we will refund your order, including shipping and all fees, 100%.

If we take an order for an item and we find we cannot supply the item for any number of reasons, including the supplier or importer is found to have no stock or will not be receiving new stock of the item or that the item is no longer being manufactured, we will refund your order, including shipping and all fees, 100%.

If we take an order for an item that we can supply, and has not specifically been listed as "in stock" for availability, we will supply the item within a reasonable time. If that reasonable time elapses we will refund your order, including shipping and all fees, 100%.

Please be aware that if you place an order for an item that does not specifically have an availability stated as "in stock" in the items description, or that the customer has failed to check the item availability as "in stock" or the item has no availability state associated with it on the store page (please see above), then a request to cancel, change or refund the order based on having to wait on a reasonable time for delivery the request will be deemed a "change of mind" request.

Please see our policy on Change of Mind here:

https://soundreference.com.au/change-of-mind/

From the ACCC website:

Not receiving products or services that are paid for

•     If businesses can’t supply a product or service that a consumer has paid for, on time or within a reasonable time, then the business must provide a solution.
•     If a consumer doesn't receive a product or service they've paid for on time or within a reasonable time, there can be various reasons. It doesn’t necessarily mean the business has broken the law.
•     It's against the law for businesses to take payment for products or services when they know they won’t be able to supply them.

https://www.accc.gov.au/consumers/buying-products-and-services/not-receiving-products-or-services-that-are-paid-for

If you order an item that is not specifically listed as "in stock" or for example has availability listed as "Check with our team or your local store for availability" and you have not checked that the item is in stock prior to purchasing then we will not cancel or refund your order if we can supply the item within a reasonable time.

Our refund system is not designed for customers to use for a change of mind on orders that can be supplied within a reasonable time.

A reasonable time to deliver or receive an item that was not specifically listed as "in stock" in 2024 can be between 2 to 12 weeks, depending on the item, but no longer than 12 weeks unless specifically stated in item description or agreed upon prior to purchase.

A reasonable time to dispatch an item that was specifically listed as "in stock" in 2024 can be up to seven business days.

More on our Shipping policies here:

https://soundreference.com.au/shipping-policy/

As per our Terms and Conditions: Purchasing from Caxton Audio / Sound Reference Melbourne online is agreement to having read and accepted all of the above policies.

Have an Issue? Our Contact Details:

For any issues with your order, or to make an inquiry, please contact our us during business hours (11am - 5pm Monday to Friday excluding public holidays) on (03) 9495-6500.