Website Assistance

Returns

All the information about returning an order.

 

 

Sony Online Returns Information 

At Sony we take pride in our quality products and services and we value you, our customers. If at any time you feel our products do not meet your requirements please contact our Support Team by email at sonystore.SANZ@sony.com, by telephone on 1300 13 7669 (AU) or start a LIVE CHAT here to find out what options are available to you. Our Support Team will answer your calls between 9am – 5pm (AEST), 7 days a week and answer your emails between 9am – 5 pm (AEST) Monday to Friday.

If you are unhappy with your purchase, received a faulty item or simply chose the wrong one, please follow our simple returns process below. 

  • You must provide us with evidence that your Sony product was purchased from Sony Online (e.g. have a Sony Online order reference).

  • Returns for an exchange, refund or repair are available for products that are damaged in transit (ie: before you received it), faulty out of the box, do not work properly or otherwise do not satisfy the statutory consumer guarantees ("Consumer Guarantees") included in the Australian Consumer Law (Australian purchases) or Consumer Guarantees Act 1993 (New Zealand purchases) (please see below regarding the Australian Consumer Law and Consumer Guarantees Act 1993).

  • Please note that there is no right to an exchange or refund if you simply change your mind about a Product or if you incorrectly placed your order.  However, for items where an incorrect colour, style or model has been chosen, as long as the product is returned in its original packaging within 30 days after the product is delivered, Sony may decide in discretion to offer you a credit or exchange. Note that in these circumstances no credit or exchange will be issued until a return authority ("RA") has been generated and the item has been returned to Sony and inspected. Additional shipping charges may apply depending on the size of the product. Please contact the Sony Store team or Support Team as set out below if you would like to discuss this. 

  • Unless you are returning your product because it is faulty or otherwise does not comply with a consumer guarantee under the Australian Consumer Law (Australian purchases) or Consumer Guarantees Act 1993 (New Zealand purchases) ("Consumer Guarantee"):

1. you must contact the Sony Store team or Support Team as set out below first to generate a RA;

2. your product(s) must be returned in the original packaging;

3. movies, music, games and software must be unopened; and

4. delivery charges are non-refundable.

  • If you are returning your product because it is faulty or otherwise does not satisfy the Consumer Guarantees, to ensure the most efficient processing of any return, before returning any Product to us please contact the Sony Store team or Support Team as set out below to generate a RA first.  This will help Sony track your product and the reason for the return. 

  • Please contact our Sony Store team at sonystore.SANZ@sony.com to initiate the returns process for an exchange, refund or repair. You can also call our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here for more information.

  • Refunds, credits and exchanges are based on the price paid for the original product. If, however, your product is exchanged because it is faulty or otherwise does not satisfy the Consumer Guarantees included in the Australian Consumer Law (Australian purchases) or Consumer Guarantees Act 1993 (New Zealand purchases), the replacement product must be an identical type or of equivalent value to the original product. 

This process is in addition to any further rights you may have under the Australian Consumer Law (Australian purchases) and Consumer Guarantees Act 1993 (New Zealand purchases).

  • Australian Customers: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods otherwise fail to meet a consumer guarantee in the Australian Consumer Law.

  • New Zealand Customers: Under the Consumer Guarantees Act 1993 (CGA), you are entitled to a replacement or refund for a failure of substantial character and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality or fail to comply with another guarantee in the CGA.

Goods Damaged in Transit /Faulty Goods

We understand the disappointment in opening a new product only to see it broken so there are no additional charges for out of box failures to get sent back to Sony for a refund or exchange. Please contact our sales team at sonystore.SANZ@sony.com to arrange for your order to be exchanged or refunded. 

How do I return / exchange my Sony online purchase?

Please make sure you have read and understand our returns information. Three easy steps:

1.    To arrange a return or exchange, please contact our Sony Store team at sonystore.SANZ@sony.com to initiate a returns/ exchange process. You must include with the returned product evidence that your Sony product was purchased from Sony Online, a Sony Kiosk or a Sony Store.  

2.    Wherever possible, our team will also help to arrange a courier pick up of goods from you, however, Sony will not assume liability for items lost in transit that are yet to be received. A traceable shipping method is recommended. Our team will also advise on the documentation required to be attached to the returned item.

3.    When your return has been received and processed, Sony will process your refund or ship out your new item. Refund times may vary, but generally returns are fully processed within 7-10 business days from receipt of the product and evidence of purchase.

Credits and refunds

  • If your purchase is faulty or damaged before you received your order, Sony will happily replace your purchase with a new item or provide you with a refund. If your product otherwise fails to satisfy the statutory consumer guarantees included in the Australian Consumer Law (Australian purchases) or Consumer Guarantees Act 1993 (New Zealand purchases), you will be entitled to have your product repaired, replaced or have the amount paid for it refunded. In the case of replacement, no additional shipping charges will be added to your order and we’ll help arrange for the original product to be shipped back to us.

  • For items where an incorrect colour, style or model has been chosen, as long as the product is returned in its original packaging within 30 days after the product is delivered, Sony may decide in its discretion to offer you a credit or exchange but no credit or exchange will be issued until the item has been returned to Sony, inspected by Sony and a RA has been generated by the Sony Store team (contact our Sony Store team at sonystore.SANZ@sony.com).

  • In these circumstances, if Sony agrees to offer an exchange, additional shipping charges may be applied depending on the size of the product.

  • Where applicable, refunds will be provided via the same form of payment used for your order.

  • Please choose gift cards and Sony Entertainment Network vouchers carefully as these cannot be returned or exchanged (unless they are faulty).

What if I change my mind?

Please choose carefully as refunds are not normally provided if you simply changed your mind. However, if the original product is in the original unopened packaging, Sony may offer a credit or exchange of the original product value. Please note, credits will only be issued once Sony has received and inspected the returned item.

Repairs and Servicing

To find out how to  return a product for repair, please contact our service team at sonystore.SANZ@sony.com. Sony will assess and repair products within a reasonable time. This time frame will be communicated via the service team when your goods are assessed but may vary due to part availability or fault diagnosis. For repairs that are not covered by your consumer guarantees under the Australian Consumer Law (Australian purchases), Consumer Guarantees Act 1993 (for New Zealand purchases) or manufacturer’s warranty (applicable in both countries), where possible, Sony will estimate any additional fees (labour, freight, assessment) that will be incurred for the repair. Where a fault is not found, you may also incur a service fee.

If you need more information, call our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here

Backing up of Data

Please ensure, where possible, all data is backed up on recordable media (flash drives, computer hard drives, camera memory cards, mobile phone contacts). Depending on   repair requirements, some data may be lost. Sony is not liable for any lost data. 

Sony Stores or Sony Kiosks

This returns policy extends to products purchased from a Sony Store or Sony Kiosk. Please contact the store of purchase to arrange an exchange, repair or return.

The Australian Consumer Law (ACL) and
Consumer Guarantees Act 1993 (CGA) (NZ)

Australia and New Zealand each have national regimes for consumer protection which include statutory consumer guarantees that cannot be excluded, limited or modified ("Consumer Guarantees"). These Consumer Guarantees give consumers a range of rights in respect of goods or services and a series of remedies against the supplier and manufacturer of goods or services if those goods or services fail to comply with one of the Consumer Guarantees.

The Consumer Guarantees include guarantees that:

  • the supplier has the right to sell the goods;

  • goods are of acceptable quality;

  • the goods are reasonably fit for any purpose for which goods of that kind are commonly supplied, for which the supplier represents they are reasonably fit, or which you make known to the supplier (unless the supplier warns you they are not fit for that purpose);

  • the goods correspond with any description by which they were supplied;

  • the goods correspond with any sample or demonstration model by reference to which they were supplied;

  • the manufacturer of the goods will take reasonable action to ensure that parts and facilities for repair of the goods are reasonably available for a reasonable period after the goods are supplied; 

  • the supplier and manufacturer will comply with any express warranty given or made by them respectively in relation to the goods; 

  • services will be rendered with due care and skill; and

  • services will be supplied within a reasonable time.

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to choose a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods otherwise fail to meet a consumer guarantee in the Australian Consumer Law.

New Zealand: In New Zealand, you are entitled to a replacement or refund for a failure of substantial character and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to comply with another statutory guarantee.

For further information about consumer guarantees under the Australian Consumer Law, visit www.consumerlaw.gov.au. For more information about consumer guarantees under the Consumer Guarantees Act 1993, visit www.consumerprotection.govt.nz

Updated: July 2019