Refund policy

Returns and Refunds Policy

Last updated: 15/09/2025

At AV Marketplace, we want you to be completely satisfied with your new gear. If something's not quite right, our returns process is straightforward and designed to get you sorted as quickly as possible.

Eligibility for Returns

14-Day Return Window If you're not completely satisfied with your purchase, you can return eligible items within 14 days of delivery for a refund or exchange.

Condition Requirements Items must be returned in the same condition you received them, complete with all accessories, manuals, warranty cards, and original packaging. If essential components are missing, a restocking fee may apply.

Final Sale Items Some items are marked as Final Sale and can't be returned. Please check the product description carefully before you buy.

New, B-Stock and Open-Box Items All new and B-Stock items are subject to a 20% restocking fee if they don't meet one of the following criteria:

  • The item was damaged during shipping.
  • The item was described incorrectly.
  • The photos on the website do not match the item you received.
  • The item was defective on arrival (subject to investigation by AV Marketplace and/or the manufacturer).

How to Return an Item

Initiate a Return To kick off a return, email us at support@avmarketplace.com.au to get started.

Packaging & Shipping

  • New, B-Stock, and Open-Box Items: Must be returned in the original manufacturer packaging. Please don’t stick shipping labels directly onto the product box itself.
  • Used Items: These should be properly packaged to prevent any damage on the way back. We recommend taking photos of the item before you send it off.

Where to Send Your Return Ship your return to the address provided in your RMA (Return Merchandise Authorisation) instructions.

Restocking Fees & Missing Items

Restocking Fees If an item is returned with missing accessories, cables, or essential components, a 20% restocking fee may apply. To avoid this, double-check that everything is included when you send your order back.

Heavily Used Items Items returned in a damaged or heavily used condition may not be eligible for a refund or could have extra deductions applied.

The Refund Process

Processing Time Once we've received and inspected your return, refunds are processed within 5-7 business days. The refund will be issued to your original payment method.

Non-Refundable Fees Please note that shipping charges are non-refundable, unless your return is a result of an error on our part or the product was defective.

Exchanges & Replacements

Defective or Incorrect Items If you received an incorrect or defective item, we'll happily send you a replacement at no extra cost. Please contact support@avmarketplace.com.au immediately for assistance.

Got more questions? Don't hesitate to get in touch. Our team is here to help!