Return & Refund Policy
Last updated: 16 July 2025
At Audima Labs Pty Ltd, we offer both in-stock and pre-order products. All items available for pre-order are clearly marked as such, with estimated shipping timeframes provided at the time of purchase.
REFUNDS AVAILABLE FOR:
- Manufacturing defects: Full refund or replacement within 30 days of delivery
- Non-delivery: Full refund if item not delivered within reasonable timeframe
- Significantly not as described: Full refund if item materially differs from published specifications
NO REFUNDS FOR:
- Change of mind
- Minor delivery delays within estimated timeframes
- Personal preference or buyer’s remorse
PayPal Buyer Protection Notice: This policy is designed to comply with PayPal’s Buyer Protection program. If you pay via PayPal, you may be eligible for additional protection under PayPal’s policies for items not received or significantly not as described.
1. Pre-Orders & Made-to-Order Items
Final Sale Policy
All orders are made by hand, to specification, and are considered pre-order purchases. Pre-order purchases are final and non-refundable for change of mind, delivery delays, or any other circumstances except manufacturing defects.
Why This Policy Exists
- Each product is custom-manufactured specifically for you
- Production and materials procurement begin shortly after orders are confirmed
- This allows us to offer high-quality, made-to-order products at competitive prices
Manufacturing Defect Exception: Manufacturing defects reported within 30 days of delivery are eligible for full refund or replacement. This is the only circumstance under which pre-order refunds are available.
Before You Order
Please ensure you carefully review all product details and our Terms & Conditions before placing your order.
2. Reservations & Deposits
Before Production Confirmation
- Full refund available at any time before manufacturing quantities are finalized
- No questions asked – simply email us your request
- Typically available for several weeks after reservation placement
Estimated Shipping Timeline
- Reservations become non-refundable
- We’ll notify youat least 7 days before this deadline
- You’ll have time to make an informed decision
3. Manufacturing Defects
All orders will include tracking information once dispatched to verify shipment and delivery. You’ll receive:
Minor Manufacturing Variations (Not Defects)
- Minor machining marks or tool impressions
- Light oil marks on PCBs (normal from manufacturing)
- Minor hook marks from handling
- Slight color or texture variations between batches
- Small cosmetic imperfections under 2mm
Manufacturing Defects (Eligible for Refund/Replacement)
- Non-functional components or electronics
- Broken parts or components
- Dead PCBs or software/firmware failures
- Incorrect item shipped
- Large scratches or dents affecting functionality
- Missing essential components
Reporting Manufacturing Defects
Within 30 days of delivery, email us at contactus@audima.com.au with:
- Clear description of the defect
- Photos or video evidence showing the issue
- Your order number
- Testing steps you’ve attempted (if applicable)
We’ll respond within 2 business days with next steps.
4. Defect Resolution Process
For Confirmed Manufacturing Defects
- Replacement: We’ll send a new unit with expedited shipping
- Full Refund: Complete refund including original shipping costs
- Return Shipping: We cover all return shipping costs for defective items
To help identify defects, customers should:
- Test all electronic functions upon delivery
- Check for physical damage or missing components
- Follow included setup instructions
- Contact us immediately if issues are discovered
5. Return Shipping & Process
- We cover return shipping costs for confirmed defects
- We’ll provide prepaid shipping labels
- Expedited replacement process (3-5 business days)
- Email contactus@audima.com.au with defect details and evidence
- We’ll review and confirm the defect within 2 business days
- Receive prepaid return shipping label and instructions
- Send defective item back using provided label
- Receive replacement or refund within 5-7 business days
Important: Always use tracking when shipping. We recommend insurance for high-value items.
6. Refund Processing
For approved manufacturing defect refunds, we will process your refund to the original payment method.
- 2 business days to review and approve defect claim
- 5-7 business days to process refund after receiving returned item
- 5-10 business days for refund to appear (varies by payment method)
What’s Included in Refunds
- Full product cost
- Original shipping costs (for defective items)
- Return shipping costs (for defective items)
7. Non-Refundable Circumstances
The following are not eligible for refunds under any circumstances:
- Change of mind or no longer wanting the product
- Delivery delays due to production or shipping factors
- Compatibility issues not disclosed in product specifications
- User damage from misuse or modification
- Normal wear and tear from regular use
- Buyer’s remorse or financial circumstances changes
- Minor cosmetic variations within normal manufacturing tolerances
8. International Customers
- We cover return shipping costs for confirmed defects worldwide
- Customs documentation provided for warranty returns
- Replacement units shipped with expedited international service
- International returns may take additional time for customs processing
- We handle all customs paperwork for defect returns
- Replacement units marked as warranty replacements to avoid duties
9. Contact Us
We aim to respond within 2 business days.
Please include your order number for faster assistance.
10. Consumer Rights
This policy operates alongside your rights under Australian Consumer Law, including:
- Right to repair, replace, or refund for major failures
- Right to compensation for reasonably foreseeable damages
- Guarantees that products are fit for purpose and acceptable quality
Our manufacturing defect policy provides protections that meet or exceed these requirements.