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Pro Tools Group – Refund & Returns Policy


1. Your Rights Under Australian Consumer Law
We comply with ACL's consumer guarantees. If a product is faulty, unsafe, not as described, or fails to perform as expected, you have the right to request a repair, replacement, or refund. 

2. Change of Mind Returns
If you simply change your mind, we may offer a refund or exchange at our discretion:

  • Notify us within 30 days of receiving your purchase.

  • Return the item unused, in original packaging, with proof of purchase.

  • Sale items or discounted goods may be exempt unless otherwise stated. 
     

3. Faulty Products & Major Problems
For items with major faults (as defined under ACL):

  • You may choose refund, repair, or replacement.

  • We will not deduct any amount from your refund due to usage.

  • If only minor faults are found, we will attempt to repair them within a reasonable timeframe before considering other options. 
     

4. How to Initiate a Return or Refund
Contact our Sales & Service team:

  • Phone: 1800 776 447

  • Email: sales@protoolsgroup.com.au

  • Please provide your order number, product details and the reason for return.

We may require:

  • Inspection of the product before finalising a remedy.

  • Return of faulty items for assessment.
     

5. Condition & Time Limits

  • Change of mind returns: Must be unused, in original condition and returned within 30 days of delivery. 

  • Fault-based returns: No fixed time limit—but must act within a reasonable period, depending on the product’s expected lifespan. 
     

6. Exceptions & Exclusions
We may not provide refunds, repairs, or exchanges where:

  • The product has been misused, damaged, or worn out through regular use.

  • You knew of a defect before purchasing.

  • The item is custom-made, perishable, or clearly described as a final sale.


7. Remedies for Faulty Goods
If you receive a faulty product, you can choose from:

  • Refund (full amount, processed within 14 days)

  • Replacement or equivalent product

  • Repair, if practical and reasonable 
     

8. Timeline for Refunds
Once approved, refunds are processed via the original payment method. Processing time may vary depending on your bank or credit card issuer.

9. Keeping This Policy Up-to-Date
We regularly review and update this policy, most recently in July 2025, to ensure compliance with legal requirements and best practices.

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