Refund policy
VolumeMaster Returns & Refund Policy
Last Updated: April 2026
Overview
We want you to be completely satisfied with your VolumeMaster purchase. This policy outlines how returns and refunds work, covering both change of mind returns and faulty device claims.
Change of Mind Returns
All change of mind returns must be initiated within 30 days of your original purchase date. After 30 days, returns and refunds cannot be processed.
What's Eligible
Any VolumeMaster device purchased directly from our website in original, unused condition with all packaging and accessories intact.
Refund Amount
- Full refund of the product purchase price
- Shipping costs are non-refundable (both original shipping and return shipping are customer responsibility)
How to Return
- Contact us here with your order number
- We'll provide a return shipping address
- Ship the device back to us in its original packaging
- Once received and inspected, your refund will be processed within 5-7 business days
Condition Requirements
To qualify for a change of mind return:
- Device must be unused and in like-new condition
- All original packaging, cables, and documentation must be included
- No signs of wear, damage, or testing
- Software must not have been configured/modified
Note: If we determine the device has been used or damaged, we reserve the right to deny the return or process a partial refund.
Faulty or Defective Device Returns
Manufacturing defects are covered under this policy for up to 24 months
from the date of purchase, provided the device has not been damaged through
misuse, modification, or neglect. Most defects appear within the first 30 days,
but we honor legitimate manufacturing faults throughout this 2-year period.
What's Covered
Manufacturing defects, hardware failures, or devices that do not function as advertised.
Examples include:
- Non-responsive rotary dials
- USB-C connection issues
- Complete device failure
- Software crashes or incompatibility (Windows 10/11)
Refund Amount
- Full refund of the product purchase price
- Return shipping paid by VolumeMaster (we'll provide a prepaid shipping label)
- Free replacement device (if applicable and in stock)
How to Claim a Defective Device
- Contact us here with:
- Your order number
- Photos or video of the issue
- Description of what's not working
- We'll assess your claim and either:
- Provide a prepaid return shipping label, OR
- Arrange a replacement device to be sent first
- Once we receive and inspect the faulty device, your refund will be processed within 5-7 business days
Timeline
We aim to process faulty device claims within 3-5 business days from the date we receive your defective unit.
Damaged in Shipping Claims
What's Covered
Devices that arrive damaged, broken, or non-functional due to shipping issues.
What to Do
- Do not return the device yet
- Document the damage with photos/videos showing:
- The damaged packaging
- The damaged device
- Shipping label
- Contact us at here within 3 days of delivery with documentation
- We'll either:
- Send a replacement device immediately, OR
- Process a full refund with prepaid return shipping
Timeline
We'll respond to shipping damage claims within 2 business days and aim to resolve within 10 business days.
Exclusions & Non-Returnable Items
The following are NOT eligible for returns or refunds:
- Devices damaged due to misuse, accidents, or negligence
- Devices with signs of water damage or liquid exposure
- Customized software
- Claims made after 30 days from purchase date
Refund Methods & Timeline
How You'll Receive Your Refund
Refunds are processed to your original payment method (credit card, PayPal, etc.) within 5-7 business days of us receiving and inspecting your return.
Note: Your bank or payment provider may take an additional 3-5 business days to deposit the funds.
Refund Status
To check your refund status, contact us here (or reply to your refund email) with your order number.
Shipping Information
Change of Mind Returns - Shipping Costs
- Return shipping costs comes out of refund.
- We'll provide a prepaid shipping label
Faulty Device Returns - Shipping Costs
- VolumeMaster covers return shipping
- We'll provide a prepaid shipping label
- Drop off at any participating carrier location
- No out-of-pocket shipping costs for you
International Orders
For customers outside Australia, specific return procedures and shipping costs will be communicated individually. Please contact support for details.
Warranty vs. Returns
This returns policy is separate from any limited warranty that may apply to your VolumeMaster device (if applicable).
Contact & Support
Please contact us via the contact form.
Response Time: We aim to respond to all return and refund inquiries within 1-2 business days
Include with Your Inquiry:
- Order number
- Purchase date
- Reason for return
- Photos (for faulty device claims)
- Current device condition
Important Notes
Inspection Process
All returned devices will be inspected for damage, wear, or signs of use. Inspection typically takes 1 business day from item received.
Partial Refunds
If a device is returned in poor condition or with signs of heavy use, we reserve the right to process a partial refund (typically 25-50% deduction from the refund amount).
No Restocking Fees
VolumeMaster does not charge restocking fees on any returns.
Policy Changes
VolumeMaster reserves the right to modify this Returns & Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our website or purchase of products constitutes acceptance of the updated policy.
Compliance
This policy complies with Australian Consumer Law and provides consumers with statutory rights for faulty or misleading products. Nothing in this policy removes or limits your legal rights as a consumer.
FAQ
Q: How long do I have to return something? A: 30 days from your purchase date.
Q: Do I get my shipping costs back? A: Only if the device is faulty or damaged. Change of mind returns don't include return shipping costs.
Q: What if my device arrives broken? A: Contact us within 3 days with photos/video. We'll send a replacement or process a refund with prepaid return shipping.
Q: Can I return an opened product? A: For change of mind returns, no—it must be unused and unopened. For faulty devices, yes, in any condition.
Q: How do I know if my reason qualifies as "faulty"? A: If the device doesn't work as advertised (non-responsive knobs, connection issues, software crashes) it's faulty. Contact us with details and we'll assess.
Q: When will I get my refund? A: 5-7 business days after we receive and inspect your return. Allow additional 3-5 business days for your bank to process.
Q: What if I'm outside Australia? A: Contact support—return procedures and shipping will be handled individually.
Q: Can I exchange instead of refund? A: For faulty devices, yes. We can send a replacement directly. For change of mind, returns are refund-only.
Need Help?
Have questions about our returns policy? Contact our support team:
Contact Form
Response Time: 1-2 business days
We're here to help!