What is Sony's return policy?
Can you return an item to Sony? Check eligibility first
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.
How to return an item to Sony
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.
Sony return timeframes and item conditions
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
Who pays for Sony return shipping?
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.
Sony refunds after a return - how and when you’ll get your money back
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.
Sony cases submitted through Ajust
My Sony TV (KD-75X9000H) still had power and sound, but the picture completely disappeared, and the troubleshooting steps from support didn’t fix it. What made the return-and-remedy process so draining was Sony refusing to even acknowledge my consumer rights, when this is clearly a major fault that needs a repair or replacement under statutory warranty. I wasn’t asking for anything extra—just for Sony to follow the rules and sort it. - Unnamed
I ordered a 75-inch TV from the Sony Store and only discovered the screen was broken once we carefully unpacked it at home. Sony decided it must have been consumer damage and refused a replacement or refund, even though multiple people witnessed the unboxing and the delivery was rescheduled and handled repeatedly. Being blamed without evidence, plus constant promised callbacks that never came, turned a simple return into a stressful fight. - Anton
Customer experiences with Sony returns
Price Drop Refund — Fast Resolution: A customer purchased a $7,999 TV, then noticed the price dropped by $1,200 a week later. Sony refunded the full difference within 24 hours, earning high praise from the customer.
Slow Warranty Support & Bureaucracy: Some customers report slow responses or difficulty escalating issues, especially for TVs requiring repair assessments.
Consumer Law Escalation Helps: Customers who referenced Australian Consumer Law often saw faster resolutions for damaged or faulty products.
Sony Return FAQs
Can you return a product to Sony Australia if you change your mind?
Sony Australia only offers change-of-mind returns through its 30-day “Love It or Your Money Back” guarantee for MySony members. The return must be initiated within 30 days of the invoice date, the product must be like-new, and you must include all packaging, manuals, and accessories. You’re limited to two eligible products per year and only selected categories qualify. Non-MySony customers generally can’t do change-of-mind returns unless the item is faulty.
What proof of purchase do you need to return something to the Sony Online Store Australia?
Sony Australia returns require proof that the item was bought directly from the Sony Online Store or a Sony Kiosk. You’ll need your Sony online order reference or Sony invoice, otherwise Sony can’t verify the purchase or process the return. This matters even more for warranty and consumer guarantee claims, because Sony uses that documentation to confirm the transaction details and the product eligibility before issuing return instructions.
How do Sony Australia faulty returns work under Australian Consumer Law?
Sony Australia must provide a repair, replacement, or refund for faulty products that don’t meet Australian Consumer Law consumer guarantees. This includes items that arrive damaged, fail soon after unboxing, have a major fault, or aren’t as described. Faulty items can be returned beyond 30 days, within the product’s reasonable life. Sony may inspect for misuse, but packaging isn’t essential for faulty returns (accessories can still help speed assessment).
How do you start a Sony Australia return, and who pays the return shipping?
Sony Australia returns start by contacting Sony Support to get a Return Authorisation number, because you can’t send items back without approval. Once approved, Sony usually provides a prepaid label or arranges courier pickup for MySony 30-day returns, faulty items, transit damage, or Sony errors. If you self-ship, you should use tracking, and Sony may reimburse reasonable shipping costs for faulty returns if you provide proof.
Official Sony Returns Resources & Links
Sony Returns & Consumer Guarantees (Official)
https://store.sony.com.au/returns.html
Sony 30-Day Money Back Guarantee (MySony)
https://store.sony.com.au/30daymoneybackguarantee.html
Sony Support Contact (AU & NZ)
https://support.sony.com.au/contact-us
Sony Online Store Terms & Conditions
https://store.sony.com.au/terms-conditions.html
Australian Consumer Law – Consumer Guarantees (ACCC)
https://www.accc.gov.au/consumers/consumer-rights-guarantees
Every day you wait, your refund gets harder.
Don’t let the return window close. Let’s check if you’re still covered.