Refund policy
Refunds Policy
Effective Date: June 2025
At Hypervisuals Pty Ltd (ACN 606 801 361), we are committed to providing quality audiovisual products and exceptional customer service. Our Refunds Policy is designed to comply with the Australian Consumer Law (ACL) and ensure a transparent and fair experience for all customers.
1. Change of Mind
We do not offer refunds for change-of-mind purchases. However, we may offer an exchange or store credit at our discretion, provided:
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The product is returned within 14 days of delivery,
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It is unused, unopened, and in its original packaging,
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You provide proof of purchase.
All return shipping costs for change-of-mind returns are the responsibility of the customer.
2. Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, or not as described:
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Contact us within 7 days of receiving the item,
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Provide your order number and a clear description of the issue,
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Include photos or video where relevant.
Once reviewed, we’ll offer a replacement, refund, or repair, depending on the situation.
3. Non-Returnable Items
For hygiene, licensing, and quality reasons, we are unable to accept returns on the following unless they are faulty:
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Opened or used items,
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Software (including digital downloads),
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Special/custom orders,
4. Returns Process
To start a return, email us at support@hypervisuals.com.au. We'll guide you through the next steps, including where to send your item.
All returns must include:
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Your name and order number,
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The product(s) being returned,
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Reason for the return.
Please use a trackable shipping method. We are not responsible for returned items lost in transit.
5. Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds will be processed back to your original payment method within 5–10 business days.
6. Need Help?
For any questions, feel free to contact our support team:
Email: support@hypervisuals.com.au
Phone: 1300 049 737
Hours: Mon–Fri, 9am–5pm AEST