30-Day Love It Or Your Money Back

Available for purchases made by MySony members after creating their MySony account

As a MySony Member we want you to love your Sony products as much as we do.  

That’s why at Sony we offer a 30-Day Love It Or Your Money Back Guarantee for MySony members who purchase eligible Sony products at Sony Store online.  Sony products eligible for the 30-Day Love It Or Your Money Back are all Sony products sold in Australia or New Zealand except the excluded products listed below.

So not 100% satisfied?  

You may return up to 2 Sony products each year to receive your money back.   

Sony will cover the cost for your product to be picked up by one of our trusted logistics partners.

Here’s how it all works, and you can find the full terms and conditions for the 30-Day Love It Or Your Money Back here.  

 

Important: Offer is in addition to your statutory rights as a consumer

The 30-Day Love It Or Your Money Back Guarantee is in addition to your rights as a consumer under both Sony’s consumer warranty in Australia and New Zealand and consumer protection laws in Australia and New Zealand.  

The 30-day time period and other terms for returns under the 30-Day Love It Or Your Money Back Guarantee do not apply to Sony products that are faulty or otherwise do not comply with one or more of the consumer guarantees under the Australian Consumer Law (Australian residents) or Consumer Guarantees Act 1993 (NZ) (New Zealand residents).   For example, if you believe your product is faulty, you can still return it to Sony for assessment after 30 days, and you do not need to include the original packaging.  

Please see clause 2.1(c) of the MySony Terms for further information.   

What Products are covered under the Guarantee?

Apart from the excluded products listed here, all Sony products purchased by MySony Members from Sony Store online in Australia or New Zealand after creating their MySony account may take advantage of the 30-Day Love It Or Your Money Back Guarantee. Please check this link before making your purchase as the list of excluded products may be updated from time to time.

Please note that Sony products purchased from other retailers in Australia or New Zealand are not covered by the guarantee.

How long do I have?

You have 30 days from the invoice date to start the returns process set out below.  

Conditions that apply to the 30-Day Money Back Guarantee

As set out in the MySony Terms, to be eligible to get your money back, the following terms apply:

1.    The product must be returned with its original packaging, accessories, components, paperwork, manuals and anything else that came with it.   

2.    You will need your proof of purchase or tax invoice.

3.    While Sony will cover the cost of collection and having the product returned to Sony, you are responsible for all costs associated with removing the product from walls or other fixtures (for example TVs) before its collection by Sony’s logistics provider.

4.    Your product will be subject to review and inspection to ensure that no voiding conditions exist, and that you have otherwise complied with all requirements relating to your return. An example of a voiding condition is if the product has not been used in accordance with Sony’s instructions. If any voiding conditions exist, or you have not complied with other return requirements, you will not be entitled to receive your money back.  The full list of all voiding conditions can be found here.   

5.    If your purchase involved another Sony benefit, then adjustments will be made to your refund.  For example, if your purchase was part of a Sony cashback promotion then the cashback amount will be deducted from your refund amount (or voided if you are yet to receive your cashback).  

6.    Sony may charge an AUD / NZD $150.00 restocking fee for large items such as TVs.  We will tell you before this charge is made.  

How long does it all take?   

This depends on current returns volumes, your location where your product is to be picked up from, the product involved, and how long you take to organise the return after you receive the email about how to organise it.  Once your refund is approved, please allow up to 10 business days for your refund to appear in your original mode of purchase, such as your credit card.      

The return process: here is a summary of how it works, and you can see the full details for how it works by seeing the full details here:

1.    Contact the Sony Customer Service Team in Australia or New Zealand to start the process, who will guide you through the steps required. Make sure you have your proof of purchase handy, and you will also be asked to provide photos of your product.  

Sony_Support.au@ap.sony.com (Australia)  or
Sony_Support.nz@ap.sony.com (New Zealand)  
1300 13 7669 (Australia)
0800 766 969 (New Zealand)

2.    Once you have provided all relevant information and Sony has done some initial verification, you will receive an email setting out how to organise a pickup for the product from the place where it was delivered.  Or it can be from another location nominated by you.  This is at Sony’s cost.  You need to organise the pickup with a reasonable time from receiving the email about how to organise the return, being no later than 30 days from the date of this email, unless extenuating circumstances apply (for example flooding, road closures, earthquakes or other circumstances outside your control).  

3.    After your product is collected by Sony’s nominated logistics provider, it will be returned to a central returns location for inspection and verification by Sony.  If you meet all the return conditions, you will receive a refund.     

If you want to see the full details, you can find them here.