Refund and Cancellation Policy
Refund and Cancellation Policy
Profound Sound MCA Pty Ltd
Trading as Profound Sound
ABN: 21 600 990 716
Last updated: 10 November 2026
1. Australian Consumer Law
At Profound Sound, we are committed to supplying quality products and professional installation services.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For a major failure with goods, you may be entitled to choose a refund or replacement. For a minor failure, we are generally entitled to provide a remedy within a reasonable time.
Services must be provided with due care and skill, be fit for any purpose made known to us where applicable, and be supplied within a reasonable time where no timeframe has been agreed.
Depending on the circumstances, failures to meet consumer guarantees may entitle you to a remedy, including rectification, cancellation, a refund or compensation.
Nothing in this policy limits your statutory consumer rights.
2. Change-of-Mind Returns
We do not generally offer refunds or exchanges for change-of-mind purchases, including where a customer no longer requires a product, orders an unsuitable product without relying on incorrect advice from us, or finds a lower price elsewhere.
We may consider discretionary returns on a case-by-case basis.
Any approved discretionary return may be subject to reasonable, clearly disclosed conditions.
These conditions do not apply where a customer is entitled to a remedy under Australian Consumer Law.
3. Supplier-Order and Special-Order Products
Some products are ordered specifically from our suppliers after a customer places an order or confirms an installation booking.
Where a customer voluntarily cancels an order or installation involving specially ordered products, reasonable and unavoidable costs already incurred may be considered when determining any cancellation charge, provided those charges were disclosed and agreed before the purchase or booking and are permitted by law.
We will consider whether products can be returned to the supplier, cancelled before dispatch, used for another installation or otherwise reasonably recovered.
We will not automatically apply a fixed restocking fee to every cancellation.
No restocking or cancellation fee will be imposed where doing so would interfere with a customer's statutory rights.
4. Installation Booking Cancellations
We request at least 72 hours' notice when cancelling a confirmed installation appointment.
This allows us a reasonable opportunity to offer the reserved appointment to another customer.
Where a customer cancels with less than 72 hours' notice, a reasonable cancellation charge may apply if it was disclosed and agreed before booking and is permitted by law.
Any charge will take account of reasonably incurred costs or losses associated with the cancellation, including whether the appointment can be filled by another customer.
Cancellation charges will not be imposed as an automatic penalty.
5. Rescheduling Installation Appointments
We request at least 72 hours' notice when rescheduling an installation appointment.
We understand that unexpected circumstances can arise and will make reasonable efforts to accommodate changes.
Where rescheduling occurs with less than 72 hours' notice, any applicable charge must have been disclosed and agreed before booking, reflect reasonable costs or losses, and comply with applicable law.
We will not automatically forfeit a customer's entire deposit simply because an appointment is rescheduled.
6. Booking Deposits
A deposit may be requested to secure an installation appointment or cover specially ordered products.
The deposit amount and applicable conditions will be communicated before the booking is confirmed.
If a customer cancels, we will assess any entitlement to retain part of the deposit in accordance with the agreed booking terms and applicable law.
Any refundable balance will be returned to the customer.
Deposits will not be automatically forfeited where the customer is entitled to cancel or receive a remedy under Australian Consumer Law.
7. Cancellations by Profound Sound
If we need to cancel or reschedule an appointment, we will notify the customer as soon as reasonably practicable.
We will offer an alternative appointment where appropriate.
If we cannot provide the agreed services, customers will be offered a suitable resolution, including a refund where required by law.
We will not charge customers a cancellation fee where the cancellation results from our inability to provide the agreed service.
8. Faulty Products and Warranty Claims
If you believe a product is faulty, defective or not as described, please contact us with your order details and a description of the issue.
We may request photographs, relevant vehicle information or an opportunity to inspect or assess the product.
Where a product fails to meet an applicable consumer guarantee, we will provide an appropriate remedy under Australian Consumer Law.
Manufacturer warranties operate in addition to statutory consumer guarantees.
9. Installation Concerns
If you experience a problem following an installation performed by Profound Sound, please contact us so we can investigate.
We may arrange an inspection or assessment to determine the cause and appropriate remedy.
Where our installation service fails to meet an applicable consumer guarantee, we will provide the remedy required by law.
10. Refund Processing
Where a refund is approved or legally required, we will process it within a reasonable timeframe using an appropriate payment method.
We will communicate any relevant processing information to the customer.
Refunds required under Australian Consumer Law will not be reduced by unauthorised administration, handling or restocking charges.
11. Contact Us
For cancellations, rescheduling, returns, refunds, warranties or consumer guarantee enquiries, please contact:
Profound Sound MCA Pty Ltd
Trading as Profound Sound
ABN: 21 600 990 716
Email: sales-team@profoundsound.com.au
Phone: 0400 090 815
Location: Langwarrin, Victoria, Australia
Website: www.profoundsound.com.au