• MELBOURNE 03 9888 8511
  • SYDNEY 02 9436 3050
  • CANBERRA 02 6241 2122

Returns & Exchanges

All products sold by Videocraft Australia Pty Ltd are covered by the manufacturers’ warranty.  It is the customer’s responsibility to ensure that the product purchased is compatible and suitable for their particular purpose. 

Check your order:
On receipt of your order, please ensure order is complete and all items are as ordered and undamaged.  Any claims for shortages, errors or damages must be advised to Videocraft within 48 hours of receipt.

Damaged Packaging:                
If package is damaged an arrival, please contact the carrier directly so they can inspect the package and determine course of action.

Retain packaging:       
Please retain all boxes, packaging, manuals and inserts until you are certain you wish to keep the product and that it is functioning correctly.  Do not complete warranty cards until you are certain you wish to keep the item.

Goods may not be returned to Videocraft without prior authorization.  The return of goods is subject to the following conditions:

For all returns:

Videocraft must be notified within 7 days of the invoice date by phone (03) 9888 8511 or by email sales@videocraft.com.au;

  • If your request is approved, a Return Goods Authority (RGA) will be issued;
  • Goods must be returned to the Videocraft store elected on the RGA;
  • Goods must be accompanied by an RGA as above and RGA number must be clearly stated on outside of package;
  • Goods must be complete with all accessories, manuals and packaging.  This is the responsibility of the customer;
  • Goods must be adequately packed by the customer and Videocraft takes no responsibility for poorly packaged goods damaged in transit during return;
  • Goods which have been damaged, tampered with or modified in any way cannot be returned under any circumstances;
  • Videocraft takes no responsibility for returned goods until received in our store;
  • All responsibility for the return of goods is with the customer.

If goods are faulty:
On receipt of goods, we will confirm the fault and repair or replace your goods based on the terms and conditions of the manufacturer’s warranty conditions.  Videocraft will endeavour to make this turn-around time as short as possible.  The customer will bear the cost of reshipping return goods after repair or replacement.  If goods are returned as faulty, and no fault is found, a 25% re-stocking fee may apply.

Other returns:
Please select your purchases carefully as Videocraft does not accept return goods because they are incompatible, change of mind, incorrectly ordered or unsuitable for your purpose.  We recommend sending a product enquiry to Videocraft prior to purchase to confirm suitability. Goods may be accepted at Videocraft’s discretion if they are unopened, undamaged and in original packaging and are accompanied by a RGA.  A restocking fee of up to 25% will be incurred by the customer. Refunds will only be processed when goods have been received and checked by Videocraft.

Due to health and safety regulations, we do not accept returns of items such as headsets, ear pieces and headphones which have been opened and used, unless it is faulty and under warranty.

Software returns will not be accepted unless it is a warranty claim.  Once assessed that the software is faulty or defective, Videocraft will issue a Return Goods Authority (RGA).   Software must be returned in its original packaging and carton.  Due to manufacturers’ guidelines, Videocraft will not accept the return of software if found to be neither faulty nor defective and the plastic seal has been broken.   We recommend customers refer to manufacturer's website for minimum system requirements before purchasing software. It is the sole responsibility of the customer to ensure that their hardware is compatible with software purchased from Videocraft.

Videocraft does not accept non faulty returns on computer hardware.

Videocraft will not be responsible for any direct or consequential losses you incur as a result of using the product purchased.  Our responsibility is limited to the value of the item purchased.

Keep your invoice in a safe place as it is required in the case of a claim during the warranty period.


Conditions when you do NOT have the right to return a product

Under the Australian Consumer Law, you are not entitled to return a product if there is no breach of a consumer guarantee – for example, if you:

  • Changed your mind
  • Ordered the wrong product
  • Found the product cheaper elsewhere
  • Were aware of the stock availability before and after buying the product
  • Requested a refund for purchase at a later date to facilitate cash flow management
  • Were aware of the relevant fault before buying the product – such as if the fault was written on the tag, or indicated in the photos or item description online
  • Damaged the product by misusing it – for example, you dropped your Item.
  • Used the product for a very long time and the problem is as a result of usual wear and tear


In some of these situations, we reserve the discretion to provide a remedy. Right of refusal for the return, cancellation or exchange of products is at the discretion of Videocraft Australia Pty Ltd, except where the Competition and Consumer Act 2010 of Australia makes allowance. A restocking fee of up to 25% may apply to returned goods if they are returned in a resellable condition and only after inspection by Videocraft Australia. Where a manufacturer offers a money back guarantee, this will normally involve you sending the product back directly to the manufacturer, who will process the refund themselves.

Change-of-mind Refunds:

Many businesses & Customers confuse change-of-mind refunds and refunds required by law. Change-of-mind refunds cover those situations where customers return goods because they do not fit, they have had a change of heart, or want to exchange a present they've received. Note that there is NO implied warranty of merchantability or fitness for a particular purpose on any item sold by Videocraft Australia Pty Ltd.

The law does not require a business to provide a refund in these circumstances. Since change-of-mind refunds are voluntary, Videocraft Australia WILL NOT refund any Monies on Sales, laybys, or Deposits on Reserved or Pre-Ordered Stock after 7 days.