Refund, Return and Repair Policy
The aim of Pacific Hi Fi is to have happy and contented clients enjoying Better Sounding Hi Fi and Home Entertainment Products and for these clients to recommend us to their best friends.
In plain English, we just want to make it right for you!
All products sold by Pacific Hi Fi are sourced right here in Australia from the Manufacturers’ Authorised Distributors that have certified all electrical products, that we sell to you, to meet all Australian Electrical and Safety Standards and are covered by:
along with our own guarantee of satisfaction
and of course all applicable Consumer Guarantees and Rights Under the Australian Consumer Law. (Refer to www.consumerlaw.gov.au. for more information).
In the unlikely event that you experience a problem with any item you have purchased from Pacific Hi Fi, please do not hesitate to call us on 02 9600 6655 or email us at [email protected] so that we can address the problem.
Most problems can quickly be remedied via a phone call, some may need the assistance of a technician and sometimes we will request that you send the item you purchased back to us (in which case we will arrange a Return Authority “RA”).
Goods Damaged in Transit
We ship hundreds of products all over Australia and generally they arrive in perfect condition.
All goods are generally packaged in their original packaging as supplied by the manufacturer and will normally ship without any problem.
In the event that you receive a carton or package that appears to have some external damage, please make a note of this when signing for the goods from the courier or Australia Post. If you can, please take a photo with your smart phone as we may ask you to send us that image.
Please call us on 02 9600 6655 or email us at [email protected] so that we can address the problem.
We will ask you to open the item packaging and check for any physical damage to the goods. If there is any problem we will happily arrange for a RA and organise freighting back to our store. Of course a fresh item will be attained and shipped back to you so that you can enjoy the product that yu originally ordered.
Repairs and Maintenance
Sometimes, a piece of equipment can develop a problem. Please do not hesitate to call us on 02 9600 6655 or email us at [email protected] so that we can address the problem.
Our staff are well trained in helping clients get the most from their equipment. Often times we will be able to resolve the problem over the phone. If the item needs attention by a technician, we will endeavour to have the item returned to us for the necessary repairs or if you live some distance from us, we will find a good technician closer to you to address the issue.
From time to time all products will require some form of maintenance, firmware updates or just plain old tweaking to ensure they deliver that WOW experience that Pacific Hi FI is famous for.
Change of Mind Policy
Please choose carefully as refunds for “Changing your Mind” incur a 20% restocking fee and full freight charges (often we only charge a fraction of the real freight cost in getting a product to you, so you can understand that if you have changed your mind then we are we will recoup the full cost of freight) and this will be deducted from the total paid purchase price and the balance refunded to you via the method of payment you used to make your online purchase. Refunds are normally processed within 7 days of our receipt of the goods back into store.
You will still need to contact us either via phone 02 9600 6655 or email to [email protected] to request a RA.