Refund policy
Last updated: 14th January 2026
Titan AV may offer change-of-mind returns at its discretion and subject to the conditions below.
Eligibility Requirements
All of the following must be met:
- The item must be returned within 30 days of delivery (strictly).
- The item is unused, in original condition, and in original packaging.
- All accessories, manuals, inserts, and packaging are included.
- Proof of purchase is provided.
- Return shipping is paid by the customer.
- Original shipping charges are not refunded.
- Where free freight was applied, Titan AV’s outbound freight cost may be deducted from the refund, including bulk and tailgate flat-rate shipping where applicable.
Returning your item
If the eligibility conditions above are met, email sales@titanav.co with your order number and the items you’d like to return. If your return is approved, we’ll issue a Return Merchandise Authorisation (RMA) number and provide return instructions.
To ensure your return is processed without delays:
- Pack the item securely so it is not damaged in transit back to our warehouse.
- Return shipping is your responsibility. We recommend insuring your return, as you are responsible for the item until it is received by Titan AV.
- All original items must be returned, including accessories, manuals, inserts, and original packaging, where applicable.
- Ensure the RMA number is clearly displayed on the outside of the parcel.
Fees and Deductions
Where applicable, the following may apply:
- A restocking fee of up to 17.5% may be charged to cover inspection, handling, and processing costs.
- A reboxing fee of up to 15% may be charged where packaging is damaged, missing, or unsuitable for resale.
Fees are assessed based on the condition of the returned item in accordance with this policy. If an item is used, damaged, incomplete, or not in resaleable condition, Titan AV reserves the right to refuse the return.
Exclusions
Change-of-mind returns are not accepted for:
- Custom-made or made-to-order items
- Cut-to-length items
- Clearance or final sale items (unless faulty under ACL)
- Items that cannot be resold as new due to use, damage, or packaging condition
Refunds
Refunds, where applicable, are issued to the original payment method unless otherwise required by law or agreed in writing. Refund processing timeframes may vary during peak or sale periods. Approved refunds will be processed within a reasonable timeframe once the returned item has been received and assessed.
Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged in transit, or incorrect, contact Titan AV within the timeframes below and provide:
- Order number
- Photos of the item and packaging (including carton labels where possible)
- A description of the issue
Time-sensitive reporting:
Transit damage, missing items, missing parcels, or discrepancies must be reported within 48 hours of the parcel being marked delivered by the courier.
Titan AV will assess the claim and may offer, as applicable under ACL, repair, replacement, refund, or store credit. Titan AV may require the item to be returned for inspection prior to resolution.
Important: Freight carriers and third-party transit insurance providers have strict claim windows. If damage or loss is reported outside these timeframes, transit insurance may not cover the claim, and Titan AV may be unable to provide a replacement or refund for transit damage. This does not affect your rights under Australian Consumer Law in relation to manufacturing defects or product faults that are not caused by transit damage.
For more information refer Titan AV's Standard Terms & Conditions