Refund policy

Please do not return any item before contacting us. We will guide you through the correct return process to ensure your request is handled efficiently.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under the ACL.

Change of Mind & Return Eligibility

We accept return requests within 30 days of delivery for eligible items.

To qualify for a change-of-mind return, products must be unused, in original condition, and returned with all original packaging and accessories, except where components have been unboxed by Rig Shop for professional assembly as part of a turn-key system.

Because many of our systems are built to order, custom-configured or assembled systems may not be eligible for change-of-mind returns once assembly has commenced, unless agreed to in writing prior to purchase.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

System Build Cycle & Cancellations

Rig Shop operates on a weekly build cycle, during which turn-key systems are assembled, labelled, programmed, and tested prior to dispatch.

Once assembly or preparation has commenced on a custom or turn-key system, cancellations or change-of-mind refunds may not be available. This reflects the labour and configuration work completed specifically for your order.

This does not affect your rights under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If a product is faulty, damaged, or not as described, please contact us as soon as possible.

Where a product is confirmed to have a major failure under ACL, you may choose between a replacement or refund. For minor failures, we may offer repair, replacement, or refund in accordance with ACL requirements.

Refunds for approved returns are typically processed within 7–14 business days after the item has been received and inspected.

Warranty

All products supplied by Rig Shop are brand-new and sourced through authorised Australian distribution channels via our retail partner The SoundTrap and approved distributors.

Products include full local manufacturer warranty coverage. Warranty periods vary by brand and product, generally ranging between one and five years.

Where a fault arises, Rig Shop can assist in coordinating inspection, repair, or replacement in accordance with the manufacturer’s warranty terms. Customers may also choose to contact the manufacturer directly.

Exclusions

Warranty and change-of-mind coverage does not apply to damage caused by misuse, incorrect setup, accidental damage, normal wear and tear, cosmetic deterioration, or unauthorised modifications made after delivery.

How to Request a Return

To request a return, please email support@rigshop.com.au with your order number and reason for return. If eligible, we will issue a Return Authorisation (RA) and provide instructions.

Items returned without prior approval may not be accepted.