Contact Us Info and Online "Small Print" retail policies

Brisbane Queensland

18 Latrobe Tce Paddington QLD 4064
Phone: +61 7 3368 3566
Fax: +61 7 3368 3813

Melbourne Victoria

Level 1 (upstairs) / 191 Smith Street

Front entrance around the corner on Charles Street

Fitzroy VIC 3065
Phone: +61 3 9495 6500

Please fill in the form below if you have any queries and we will get back to you as soon as possible or email us directly at: sales@caxtonaudio.com.au (Due to the recipient e-mail filters set on high, if you receive no reply please follow up by calling our offices).

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Brisbane Store Open Hours: Mon,Tues,Weds,Fri 10am-6pm. Thurs late night till 7:30pm. Sat 10am-4pm. Sun closed.

Melbourne Showrooms -Open Hours: Mon - Fri 11am-5pm. Sat 10am-4pm. Sun closed. Alt times by appointment.

Caxton Audio / Sound Reference Warranty Information
Caxton Audio / Sound Reference products, supplied by Caxton Audio / Sound Reference, are covered by the following warranty on parts and labour from the date of purchase for the warranty period specified for your product and/ or a two years manufacturing warranty. Manufacturing warranty is in conjunction to your consumer guarantee as the manufacturing warranty is offered is in addition to other rights and remedies under Australian consumer law.

Warranty Conditions
Caxton Audio / Sound Reference undertakes, at their expense to repair or replace, at their choice, any defective parts in the product supplied herewith and/or rectify faults due to defective workmanship within the warranty period provided that:
The consumer presents proof of purchase (ie. a purchase receipt) indicating proof of purchase date and
supplier
The unit was purchased from an authorised dealer appointed by Caxton Audio / Sound Reference or ourselves.
The consumer returns goods (where reasonable) to the supplier (place of purchase) or to an authorised
repairer at the consumer’s expense in suitable packaging. [Details of authorised repairers are available from Caxton Audio / Sound Reference on request refer to contact details] There has been no attempt to repair / alter the unit by an unauthorised agent
. We do not offer a remedy for "Change of Mind".
This warranty excludes
Products not used for personal, domestic or household purposes .
Fair wear and tear
Service costs arising from failure to correctly use or install the product in accordance with the manufacturer’s manual provided with the product
Service for damage caused by other devices connected to this product or by causes
beyond the reasonable control of Caxton Audio / Sound Reference eg: lightning, water, fire
Products whose serial numbers have been deleted, removed, altered or made illegible
Claims Procedure
The customer must return (where reasonable) the product to the place of purchase or a repairer authorised by
Caxton Audio / Sound Reference (refer contact details below) .
The customer must provide proof of purchase, indicating item details, place and date of purchase
The customer must provide a detailed description of the fault (within reason)
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 for 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.
This warranty offered is in addition to other rights and remedies under Australian consumer law consumers are entitled to.
Caxton Audio/ Sound Reference
18 Latrobe Tce, Paddington,
Brisbane, 4064
Phone: (07) 3368 3566
Email: sales@caxtonaudio.com.au

Competitive Pricing Policy.

Our prices will be competitive with recognised competitors in each product category.

We will provide good value to our customers with a wide selection of quality merchandise, knowledgeable service and competitive prices.

We will not sell below cost or lead the market on price.

A recognised competitor is a retailer that:

• is located within the same city or town.

• ranges exactly the same merchandise

• meets the same service requirements as us including, but not restricted to, gift with purchases, delivery and payment options.

We will match a recognised competitor’s offer if the merchandise is identical or the merchandise offer is identical and is not below our cost price, the competitor has the exact merchandise in stock, it is available for sale and the requested price can be verified.

The Competitive Pricing Policy does not apply to online retailers, clearance and warehouse outlets, liquidation and closing down sales, ex-demonstration or refurbished products. Discounts and other promotional offers cannot be used in conjunction with a competitive pricing offer.

Shipping Policy

While we do Free shipping it is not available on all items and in every situation. It is not available for example on heavy discounted or items not at RRP. Please contact us to find out shipping costs in this event. Also Free Shipping is not available on international orders or to some remote locations. Contact us to see if your item qualifies for "Free Shipping"

We use Standard Delivery with a signature required on delivery and with a tracking number. If you require a different delivery service, for example, express post delivery please contact us directly.

Orders are sent using Australia Post, or with our courier partners (example: Allied Express or Fastway), from our showrooms in Victoria or Queensland. It may take up to 5 business days for delivery in metropolitan areas and up to 8 business days for some regional areas. We do not offer weekend delivery with Standard post nor will goods be dispatched on the weekend but only during the weeks opening hours.

Items will not ship until funds clear. While we make all reasonable efforts to ship your order the same day the order was taken some items might require a delay for example: an extra business day. We will contact you if this is the case.

A signature will be required on delivery, so please make sure that you provide a delivery address where someone will be available to receive your goods during business hours. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up or a “sorry we missed you” note will be left. It is your responsibility to organise re-delivery or to pick up the parcel from the local depot /office as advised on the card.

Your order confirmation email will provide a tracking number with which you can track the progress of your shipment using the delivery service website. For example with Australia Post use the tracking app on the Australia Post website. You may call us during office hours to confirm this tracking number.

We recommend customers provide a secure delivery address, for example your place of employment, as we are not responsible for stolen parcels. Please ensure you or someone else is at the address during the day with authority to sign for the package, or have the item delivered to a place, such as a business address, where you will be. Unfortunately we don't ship to PO Boxes on some items.

Whilst we provide you with a tracking number, and you must sign on delivery, and we make every effort to track these items with our delivery partners, we accept no responsibility for any loss of, damage to, late delivery or non-delivery of goods once they have been dispatched by us. In this event you must take action with the appropriate transport partner. We will of course take every reasonable action to assist you however the final responsibility is with the transport / delivery partner and yourself. This includes Australia Post.

 

What is a Repack?

Caxton Audio / Sound Reference sell both New & Repacked HiFi. They are clearly noted in the description. Consumer laws prevent manufacturers from selling factory refurbished as "new", so they offer the best possible deals to move the product that has been repaired or reboxed, Saving You Money ! 

Most major retail stores often offer a money back guarantee. These items are returned to the manufacturer, inspected and repackaged like new with a disclaimer on the box stating the unit is factory refurbished. In most cases they reseal the box and put the refurbished tag on the equipment. 

Demonstration units can also be considered refurbished. These units are inspected, tested, repackaged and marked as such. 

All factory refurbished equipment is inspected & serviced if necessary to meet original product specifications. All merchandise is under warranty by the original manufacturer unless otherwise specified.


Refurbished items have a much lower defect rate. From 10 units that come back for repair only 1 is usually a factory refurbished item, because refurbished units are Tested before they are sold where New are often not. Most give a full factory warranty depending on the manufacture.

 

So what does Repack mean? It can be called a repack for many reasons, some are listed below.


But don't forget, every unit is covered by the manufactures warranty.
 

Brand New
Brand New products are current market products resulting from cancelled orders or factory-direct excess where the product has never been used.

Brand New - End of Life
Brand New – End of Life (aka superseded model) products are previous market products where the product is no longer available for sale to retailers and the product has never been used.

Ex-Demo
Demo products are products that have been used for demonstration purposes either in retail stores or for press which have been put through a complete reset and testing process.

Ex-Demo products may have some observable cosmetic blemishes that will not affect performance.

Refurbished
Refurbished products are products that have been returned to the importer/ manufacturer / repair center and put through a complete repair and testing process.

Refurbished products may have some observable cosmetic blemishes that will not affect performance.

 

Disclaimer: Errors and changes of site content

We reserve the right to make changes to pricing, product content and sundry specifications at any time without prior notice. Although we exercise utmost caution in providing the correct technical information, pricing and freight costs etc, errors can still occur.

Should you place an order for an item that was either described incorrectly or mispriced, we will attempt to notify you immediately prior to shipping. Your order will automatically be cancelled and any monies immediately refunded.

Please accept that although we always aim to do our very best for you and prefer not to incur these kinds of errors in the first place, we have to admit we are only human and can sometimes get it wrong. We are hereby notifying you of our right to cancel any transaction, for whatever reason, at our discretion.

Thank you for understanding