Refund policy

Returns, Refunds and Warranty Policy

Last updated: 31 March 2026

This Returns, Refunds and Warranty Policy explains how we handle returns, change-of-mind requests, faulty products and warranties for purchases made through our website.

By placing an order with us, you agree to this policy and to your rights under the Australian Consumer Law.

1. Australian Consumer Law (ACL) rights

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, and
• have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The rights described in this policy are in addition to your rights and remedies under the ACL and any other applicable law.

2. Change of mind returns

Because we sell lighting and related products (including Uberlight Flex and Frame), we understand you may occasionally change your mind.

Subject to the conditions below, we may offer a change-of-mind return:

• You must contact us within 14 days of the delivery date.
• The item must be:
• unused and in “as new” condition
• in its original packaging (including all accessories, manuals and parts)
• suitable for resale.
• Proof of purchase (order confirmation or tax invoice) is required.

We reserve the right to decline a change-of-mind return if these conditions are not met.

Change-of-mind returns are at our discretion and are not required under the ACL.

Change-of-mind refunds and fees

If we accept your change-of-mind return:

• We will refund the purchase price of the product (excluding original shipping costs), unless otherwise required by law.
• You are responsible for:
• return shipping costs, and
• any loss or damage in transit back to us (we recommend tracked, insured postage).

Refunds will be processed using the original payment method wherever possible.

3. Incorrect items, damaged in transit or missing items

If your order arrives damaged, contains the wrong item, or is missing an item:

• Contact us within 7 days of delivery.
• Provide:
• your order number
• description of the issue
• clear photos of the packaging and product (where applicable).

Where we confirm an error or damage in transit, we will, at our option:

• replace the item, or
• provide a refund, or
• provide any other remedy required by law.

In these cases, we generally cover reasonable return shipping costs or may not require a return, depending on the circumstances.

4. Faulty or defective products

If you believe your Uberlight Flex, Frame or any other product is faulty:

1. Stop using the product if there is any risk to safety.
2. Contact us as soon as possible with:
• your order number
• a description of the fault
• clear photos or videos showing the issue, if possible.

We may ask you to perform basic troubleshooting or provide more information to help us assess the issue.

Once assessed, and in accordance with the ACL:

• For a major failure, you may choose a replacement or refund.
• For a minor failure, we may repair, replace, or refund the product within a reasonable time.

We may need to inspect the product, which could involve returning it to us or to the manufacturer or authorised service centre.

If the product is found not to be faulty or has been damaged due to misuse, improper installation, unauthorised modification or normal wear and tear, we may:

• return the item to you at your cost, and
• charge a reasonable assessment or handling fee, where applicable.

5. Manufacturer’s warranty (if applicable)

Some Uberlight Flex, Frame or other products may come with a manufacturer’s warranty. Where applicable:

• warranty terms, coverage and duration are set by the manufacturer;
• you may need to register your product or keep your proof of purchase;
• you may be able to claim directly with the manufacturer, or we may assist you in lodging a claim.

Any manufacturer’s warranty is in addition to, and does not limit, your rights under the ACL.

6. How to request a return or refund

To request a return, refund or warranty claim, please contact us at:

• Email: hello@advanceaudio.com.au
• Phone: 02 9561 0799
• Postal address: 8/509-529 Parramatta Road, Leichhardt NSW 2040

Include:

• your full name
• contact details
• order number and purchase date
• product details
• clear description of the issue and the outcome you are seeking (e.g. refund, replacement, repair)
• photos or videos, if relevant.

We will respond as soon as reasonably practicable with instructions, including return address details where applicable.

7. Returning products

When returning a product:

• Pack it securely to prevent damage in transit.
• Include all accessories, manuals, parts and original packaging where possible.
• Include a copy of your proof of purchase and any return authorisation reference we provide.
• Use a tracked shipping service and keep your tracking number.

Risk of loss or damage in transit remains with you until we receive the product, unless we are required by law to take responsibility earlier.

8. Processing refunds

Once we receive and assess your returned product (where a return is required):

• We will notify you of the outcome of your claim.
• Approved refunds will usually be processed within [5–10] business days.
• Refunds will be made to the original payment method where possible.

Transaction times may vary depending on your bank or payment provider.

9. Non-returnable items (except where required by law)

For hygiene, safety or regulatory reasons, some items may not be eligible for return or change-of-mind refunds once opened, except where they are faulty or otherwise required by law. These may include:

• items that have been permanently installed or hardwired
• customised or specialorder products.

We will clearly identify any such items on the product page where practical.

This does not affect your rights under the ACL.

10. Sale and promotional items

Sale or clearance items are generally subject to the same rights under the ACL as fullpriced items.

For change-of-mind requests on sale or promotional items, our ability to accept a return or offer a replacement may be limited by stock availability. Where a replacement is not available, we may offer a refund in accordance with this policy and the ACL.

11. Misuse and unauthorised modifications

Your rights under this policy and the ACL may be affected if:

• the product has been misused, abused, neglected or used in a way that is inconsistent with the instructions or intended purpose,
• the product has been altered or modified without authorisation,
• damage results from improper installation, unauthorised repairs or failure to follow care/safety instructions.

In these cases, we may decline to offer a refund or replacement, except where we are required to do so by law.

12. Changes to this policy

We may update this Returns, Refunds and Warranty Policy from time to time to reflect changes in our processes, products or legal requirements. The updated version will be posted on our website with a new “Last updated” date.

Your continued use of our website or purchase of our products after any changes will indicate your acceptance of the updated policy.