Refunds, Returns, and Exchange Policy

Last updated: 11/02/2025

1. Introduction 

The Groove Man is committed to providing high-quality products and ensuring customer satisfaction. Our Refunds, Returns, and Exchange Policy complies with Australian Consumer Law (ACL) and relevant Queensland regulations. This policy outlines your rights regarding faulty goods, change-of-mind returns (where applicable), and the returns process.

2. Australian Consumer Law (Faulty or Defective Goods)

Under the Australian Consumer Law (ACL), customers are entitled to a repair, replacement, or refund if a product:

  • Has a major fault or defect that makes it unsafe or unfit for its intended purpose.
  • Does not match the description, sample, or demonstration model.
  • Fails to perform as expected within a reasonable timeframe.

We may require proof of purchase (receipt, tax invoice, or order confirmation) before processing a claim. If the fault is minor, we may offer a repair or replacement rather than a refund. The decision on whether an issue is minor or major is made in accordance with ACL guidelines.

3. Change of Mind Returns

We understand that sometimes a purchase may not be quite right. We accept change-of-mind returns under the following conditions:

  • The request is made within 14 days of purchase.
  • The product is unused, unopened, and in its original packaging.
  • Proof of purchase is provided.
  • The customer covers return shipping costs.

Refunds for change-of-mind returns are issued as store credit unless required otherwise by law. Some exclusions apply, including:

  • Custom orders or made-to-order products (e.g., specialty loudspeakers, high-end cables, and amplifiers).
  • Personal use items (for hygiene reasons).

4. Returns Process

To initiate a return, please contact our support team at info@thegrooveman.com with the following details:

  • Order number.
  • Description of the issue (if faulty or defective).
  • Photos of the product and packaging (if applicable).

Once approved, we will provide return instructions. Returned items must be shipped within 7 days of approval. We recommend using a trackable shipping service, as we are not responsible for lost returns.

5. Refunds & Exchanges

  • Approved refunds are processed within 5-7 business days to the original payment method or as store credit.
  • Exchanges are subject to product availability.
  • If a replacement is unavailable, we may offer an alternative product or a refund in line with ACL requirements.

6. Contact Us

For any refund, return, or exchange inquiries, please contact us at:

The Groove Man
Email: info@thegrooveman.com
Phone: 0468 474 556
Address: 23 Arthur Terrace, Red Hill QLD 4059, Australia