Still waiting on a

Sony

refund?

Sony Australia honours all refund rights under Australian Consumer Law, along with its own 30-day money-back guarantee for eligible customers.

✔ Your Rights Under Australian Consumer Law (ACL)

You’re entitled to a refund or replacement if your Sony product has a major failure, including:

• Faulty out of the box
  
  
• Not as described
  
  
• Unsafe
  
  
• Doesn’t do what Sony said it would
  

This applies regardless of Sony’s own policies. There is no time limit under ACL for major faults.

✔ Faulty, Damaged, or Not-As-Described Items

You qualify for a repair, replacement, or refund if your Sony product:

• Arrived damaged in transit
  
  
• Developed a fault
  
  
• Doesn’t match its listing
  
  
• Doesn’t perform its intended purpose
  

Sony must remedy defects even beyond 30 days.

✔ 30-Day “Love It or Your Money Back” Guarantee (MySony Members Only)

MySony members can return most Sony Online Store products within 30 days for any reason.

Key details:

• Covers up to 2 products per year
  
  
• Must be in original condition
  
  
• Include all packaging and accessories
  
  
• Exclusions apply (Sony publishes an excluded products list)
  
  
• Large TVs may incur a restocking fee (~$150)

Non-MySony customers do not get change-of-mind refunds (unless faulty).

✔ Conditions for Change-of-Mind Refunds

For non-faulty items, the product must be:

• Unused / “as-new”
  
  
• In original packaging
  
  
• With all accessories & manuals
  
  
• With proof of purchase
  

Opened software or unsealed media cannot be refunded.

❌ Non-Refundable Items

Sony does not refund:

• Gift cards or digital vouchers
  
  
• Digital PlayStation purchases (unless faulty under ACL)
  
  
• Products showing misuse or “voiding conditions”
  
  
• Items purchased from third-party retailers
  

Sony’s refund process is structured and starts with a Return Authorisation (RA).

1. Contact Sony Support (Required First Step)

You must obtain an RA before returning anything.

Email: Sony_Support.AU@ap.sony.com
Phone: 1300 13 7669
Live Chat: via Sony Australia website
Support Page: https://support.sony.com.au/contact-us

Have your invoice/order number ready.

2. Prepare Your Product for Return

Sony requires:

• Original packaging
  
  
• All accessories
  
  
• Manuals
  
  
• Proof of purchase
  
  
• No damage (if change of mind)
  

For wall-mounted items (e.g., TVs), you must uninstall it yourself.

3. Ship the Product

Sony will normally:

• Arrange courier pick-up
  
  
• Or provide prepaid shipping labels
  

Occurs for:

• Faulty items
  
  
• Damaged delivery
  
  
• 30-day guarantee returns
  

If you self-ship, use a trackable method. Sony is not liable for lost parcels.

4. Sony Inspects the Product

Sony checks for:

• Fault verification
  
  
• Condition for change-of-mind eligibility
  
  
• Missing accessories
  
  
• Voiding conditions
  

If rejected, Sony returns the product to you.

5. Refund or Exchange Issued

Once approved:

• Refund issued to original payment method
  
  
• Replacement shipped (for faulty items)
  
  
• Confirmation emailed
  

Sony estimates 7–10 business days for full processing once they receive the product.

Standard Refund Timing

After Sony receives your product, expect:

• 7–10 business days for Sony to process the refund
  
  
• Additional 1–5 business days for your bank/PayPal to post it
  

Total typical timeframe: 8–14 business days.

Factors That Affect Speed

Refunds may take longer if:

• You delay shipping the item
  
  
• It’s a large product (TVs/AV gear)
  
  
• It’s a busy period (Black Friday, Christmas)
  
  
• Sony needs additional fault assessment
  
  
• Documentation was missing (e.g., no RA paperwork)
  
  

Exchanges for Faulty Items

If replacing rather than refunding, Sony typically ships the replacement immediately after inspection, making the process faster than a full refund cycle.

If Your Refund Is Delayed

If you haven’t received your refund 10 business days after Sony confirms receiving your item, contact support with:

• RA number
  
  
• Tracking number
  
  
• Order reference
  

Delays usually resolve quickly once escalated.

Refunds are always returned to the original payment method.

Accepted Refund Methods

• Credit card → refunded to same card
  
  
• PayPal → refunded to PayPal
  
  
• Gift card purchases → refunded via new gift card
  
  
• Split payments → refunded proportionately to each method
  
  

Sony cannot refund to a different card, issue cash for digital or card payments, or convert gift card purchases into cash.

Digital Purchases (PlayStation)

Refunds for faulty digital content may be issued, but Sony’s system:

• Refunds to your PSN wallet or original payment
  
  
• Depends on whether the content is faulty under ACL
  

1. Product Not in Refundable Condition

Many denials happen because the item:

• Was used beyond basic inspection
  
  
• Had missing packaging
  
  
• Showed signs of misuse
  
  
• Was opened software
  

Sony will refuse these under their 30-day guarantee.

2. Not Being a MySony Member

Customers often attempt change-of-mind refunds without being MySony members. Membership is required for the 30-day guarantee.

3. Returning Excluded Items

Some products are excluded from Sony’s 30-day guarantee (customers sometimes miss this in the fine print).

4. Missing RMA/RA Documentation

Failing to include Sony’s RA paperwork can delay or derail your refund.

5. Communication Delays

A minority of customers report repeated follow-ups needed for refund confirmation, especially for cancelled orders or back-order issues.

6. Digital Refund Confusion

Sony’s history of regulatory issues around digital refunds means some customers are unsure of their rights. ACL still applies to faulty digital content.