Refund and Returns Policy

This policy sets out how Capstone Productions Pty Ltd (ABN 31 686 338 938) handles returns, refunds, faults and warranty claims. It forms part of our Terms of Use and should be read together with them.

This policy applies in addition to, and does not limit, your rights under the Australian Consumer Law.

1. Before you return anything

1.1 Please contact us before returning any item. We will confirm whether the item can be returned, issue you with a return reference, and give you the correct return address. Our warehouse address is not the same as our postal address.

1.2 Items sent back to us without prior contact may be delayed, or may be returned to you at your cost, because we cannot identify them or match them to an order.

1.3 Please do not send goods directly to the manufacturer unless we have specifically asked you to.

1.4 To process any return we need proof of purchase — your order number, invoice, or receipt.

2. Your rights under the Australian Consumer Law

2.1 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to 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.

2.2 A failure is generally a major failure where the goods are unsafe, are significantly different from their description or sample, cannot easily or quickly be fixed, or would not have been bought by a reasonable consumer aware of the problem.

2.3 Where there is a major failure, you may choose a refund or a replacement. Where the failure is not major, we may choose to repair the goods, replace them, or refund you.

2.4 These rights are not limited by any time period stated in this policy or by the expiry of a manufacturer’s warranty. How long a consumer guarantee applies depends on what is reasonable for goods of that type, price and description.

2.5 Nothing in this policy excludes, restricts or modifies any right or remedy under the Australian Consumer Law or any other law that cannot lawfully be excluded or limited.

3. Faulty, damaged or incorrect goods

3.1 Damaged in transit or short delivery. Please inspect your delivery on arrival. If goods arrive damaged, or your consignment is incomplete, contact us as soon as possible and within 7 days of delivery. Please keep all packaging and, where you can, send us photographs of the damage and the outer carton. Carriers impose strict time limits on damage claims, and we may be unable to claim if packaging has been discarded.

3.2 Incorrect item supplied. If we have sent the wrong item, contact us and we will arrange collection or return freight at our cost, and send the correct item or refund you.

3.3 Faulty goods. If an item develops a fault, contact us with your order number and a description of the fault. Depending on the product and the nature of the fault, we will arrange a repair, a replacement, or a refund, or direct you to the manufacturer’s authorised service agent where that is the fastest route to a resolution.

3.4 Return freight for faulty goods is at our cost. We will provide a return label or reimburse reasonable return freight. Please do not send freight-collect consignments without agreeing this with us first.

3.5 Where goods are assessed and found not to be faulty — for example, where the issue is a configuration, compatibility or user-setup matter rather than a fault — we may return the goods to you and pass on reasonable assessment and freight costs. We will tell you before doing so.

4. Change-of-mind returns

4.1 We are not required to provide a refund or replacement where you have simply changed your mind, chosen the wrong item, or found the goods unsuitable for your intended use. We may accept such returns as a courtesy, at our discretion, on the conditions below.

4.2 To be considered for a change-of-mind return, the item must be:

(a) requested within 14 days of delivery;

(b) unused, in as-new condition, complete with all accessories, manuals and fittings; and

4.3 A restocking fee of up to 15% of the purchase price may apply to change-of-mind returns, to cover inspection, repackaging and returning the item to stock. We will tell you the fee before you send anything back.

4.4 Return freight for change-of-mind returns is at your cost, and original delivery charges are not refunded. We recommend using a tracked and insured service — you remain responsible for the goods until they reach us.

5. Items we cannot accept for change-of-mind return

5.1 The following are not eligible for change-of-mind return, although your rights under the Australian Consumer Law still apply if they are faulty:

(a) special-order, indent and custom-configured items brought in specifically for your order;

(b) custom-assembled or cut-to-length items, including cable, looms and rigging made to your specification;

(d) consumables and hygiene-related items where the seal or packaging has been opened, including lamps, batteries, haze and fog fluid, tape, and in-ear tips;

(e) items sold as ex-demonstration, clearance, second-hand or “sold as is”, where the condition was disclosed to you before purchase; and

(f) items that have been installed, modified, rack-mounted, drilled, cut, painted or otherwise altered.

5.2 Gift cards and store credit are not refundable for cash, except where required by law.

6. Manufacturer warranties

6.1 Many products we supply carry a manufacturer’s warranty. The length and terms vary by brand and product, and are set by the manufacturer, not by us.

6.2 A manufacturer’s warranty is in addition to your rights under the Australian Consumer Law and does not limit them. The expiry of a manufacturer’s warranty does not necessarily mean your consumer guarantee rights have expired.

6.3 We are happy to help you make a warranty claim, and to tell you what warranty applies to a product before you buy it. Please ask if you are unsure.

6.4 Manufacturer warranties commonly exclude damage caused by misuse, accident, neglect, incorrect power supply or voltage, water ingress, unauthorised repair or modification, and normal wear of consumable parts.

7. How refunds are processed

7.1 Once we receive and inspect a returned item, we will email you to confirm receipt and to tell you whether your refund, repair or replacement has been approved.

7.2 Approved refunds are issued to the original payment method through our payment provider, Stripe. We cannot refund to a different card or account.

7.3 We aim to process approved refunds within 5 business days. Your bank or card issuer may take additional time to post the funds to your account — this part of the process is outside our control.

7.4 If you have not received an approved refund after a reasonable period, please contact your bank or card issuer first, then contact us with your order number and we will provide the refund reference.

7.5 Where an order is cancelled by us before dispatch, we will refund the amount paid for the cancelled items in full, including delivery charges where the whole order is cancelled.

8. Trade account customers

8.1 Where goods are purchased by a business for resale, hire or commercial use, some consumer guarantees under the Australian Consumer Law may not apply. Trade purchases are otherwise handled under this policy and under any separate trading terms agreed with us.

8.2 Refunds on trade orders are issued to the original payment method or credited to the trade account, as we agree with you at the time.

9. Contact us

To start a return, ask about a warranty, or raise a concern about this policy:

Capstone Productions Pty Ltd (ABN 31 686 338 938)
PO Box 7222, Redland Bay QLD 4165
Phone: 1800 114 769
Email: sales@capstoneproductions.com.au

This policy is effective 19 August 2026.