Not sure if you can return your

Sony

purchase?

Sony Australia accepts returns under specific conditions, and the rules differ depending on whether the product is faulty or you simply changed your mind.

Proof of Purchase Required

Returns are only accepted for products purchased directly from the Sony Online Store or Sony Kiosks.

You must provide:

• Sony online order reference, or
  
  
• Sony invoice
  

Without this, Sony can’t verify or process your return.

Faulty or Damaged Items

You are entitled to a repair, replacement, or refund if your product:

• Arrived damaged
  
  
• Failed soon after unboxing
  
  
• Has a major fault
  
  
• Isn’t as described
  
  
• Doesn’t meet ACL consumer guarantees
  

Sony must remedy faulty products under Australian Consumer Law.

30-Day Change of Mind (MySony Members Only)

Sony offers a 30-Day “Love It or Your Money Back” Guarantee for MySony members.

Key conditions:

• You can return up to 2 eligible products per year
  
  
• Must be returned within 30 days of invoice date
  
  
• Product must be in original condition
  
  
• All packaging, manuals & accessories must be included
  
  
• Only selected categories are eligible
  

Non-MySony customers do not receive change-of-mind returns unless faulty.

Exclusions & Conditions

Not eligible for change-of-mind returns:

• Opened software
  
  
• Certain product categories listed on Sony’s exclusions page
  
  
• Digital downloads and PlayStation content
  
  
• Items damaged through misuse or improper setup
  
  
• Missing packaging or accessories (for change-of-mind returns)
  

Faulty goods are always eligible for remedies regardless of packaging.

Sony’s return process always starts with contacting Sony Support. You can’t just send items back without an RA (Return Authorisation).

1. Contact Sony Support

Email or call Sony support to request a Return Authorisation number:

• Australia Email: Sony_Support.au@ap.sony.com
  
  
• Phone: 1300 13 7669
  

Have your order number and issue ready.

2. Follow Sony’s Return Instructions

Sony will:

• Confirm eligibility
  
  
• Provide shipping instructions
  
  
• Issue a prepaid label (in most approved cases)
  
  
• Arrange a courier pickup where possible
  

Alternatively, you may be able to take your item to a Sony Store or Kiosk.

3. Ship the Product

When returning by mail:

• Pack the item securely
  
  
• Include proof of purchase
  
  
• Use tracking (if mailing yourself)
  
  
• Attach Sony’s prepaid label if provided
  

Sony does not accept liability for returns lost in transit if you self-ship without tracking.

4. Sony Processes the Return

Once Sony receives and inspects your item, they will email you confirming next steps:

• Refund issued
  
  
• Replacement shipped
  
  
• Repair initiated
  

Processing time is usually smooth once the item is received.

30-Day Money Back Guarantee (MySony)

Return must be initiated within 30 days of the invoice date. After 30 days, change-of-mind returns are not accepted.

Faulty Items

You can return faulty products at any time within their reasonable life, not just 30 days.

Sony encourages contacting support first so they can diagnose and issue an RA.

Damaged-on-Delivery Items

Report transit damage ASAP - ideally within 72 hours - for a fast replacement at no cost.

Inspect deliveries immediately to avoid delays.

Condition Requirements

For non-faulty returns:

• Product must be like-new
  
  
• All packaging, manuals, and accessories included
  
  
• No signs of misuse or damage
  

For faulty returns:

• Packaging is not essential, but accessories help expedite assessment
  
  
• Sony may inspect for misuse to ensure eligibility
  

Free Return Shipping (Approved Returns)

Sony covers return shipping when:

• You’re a MySony member using the 30-Day Guarantee
  
  
• The item is faulty
  
  
• The item was damaged in transit
  
  
• Sony made an error
  

Sony will arrange a courier pickup or provide a prepaid postage label.

Customer-Shipped Returns

If Sony does not arrange a pickup, or you choose to send it yourself, use a trackable courier. If the item is faulty, Sony may reimburse reasonable shipping costs with proof.

In-Store Returns

If a Sony Centre or Kiosk is nearby, you can return items in person with no shipping cost.

No Restocking Fees

Sony does not charge restocking fees if your return meets their conditions.

Promotional cashback or bundled items may affect refund calculations.

Refund Method

Refunds are issued back to your original payment method:

• Credit card
  
  
• PayPal
  
  
• Gift card (refunded to gift card)
  
  
• Voucher credit (returned as voucher)
  

Refund is based on the price you paid.

Processing Time

Once Sony receives and inspects your return:

• Refunds are typically processed in 7–10 business days
• Banks may take additional time to display the credit
  
  
• Sony emails you when the refund is complete
  
  

Exchanges

Replacement items are shipped once the returned item is checked. Shipping is free for faulty items.

Promotions & Partial Refunds

If the item was part of a bundle, discount, or cashback offer, Sony will adjust the refund based on:

• Returned items
  
  
• Missing free gifts
  
  
• Cashback clawback (if applicable)
  

Sony will notify you if adjustments apply.