Terms of service

Titan AV's Standard Terms & Conditions

Last updated: 26th May 2026

These Terms & Conditions apply to all purchases made via Titan AV’s website and any other sales channels operated by Titan AV, unless stated otherwise. By using our website, placing an order, or purchasing a product from Titan AV, you agree to these Terms & Conditions, including any policies linked within them.

Titan AV complies with Australian Consumer Law (ACL). Nothing in these Terms & Conditions excludes, restricts, or modifies any consumer guarantees, rights, or remedies under ACL.

Verified Contact and Shopping Information

Titan AV takes reasonable steps to ensure information on our website is accurate, including product descriptions, pricing, availability, and specifications. However, errors may occur.

You acknowledge and agree that:

Product descriptions, specifications, pricing, images, and stock availability may change without notice.
Product images are for illustrative purposes only. Colours and finishes may vary.
If a pricing, listing, or stock error occurs, Titan AV reserves the right to cancel or refund the order (in full or partially) and contact you to confirm next steps.
Titan AV may require additional verification for orders flagged as unusual or potentially fraudulent, including address verification, payment verification, or identity checks in some cases.
Titan AV may cancel any order that appears suspicious or includes incorrect or incomplete customer details, including invalid phone numbers or email addresses.

Contact and Customer Service Hours

Customer Service Hours (AEST):

Monday to Thursday: 9:00am to 5:00pm
Friday: 9:00am to 4:00pm
Closed weekends and public holidays

Contact:

Email: sales@titanav.co
Phone: 07 3423 3463

Outside these hours, we’ll respond as soon as possible on the next business day. Response times may be impacted during peak sale periods, public holidays, and major promotional events.

Shipping Policy

Titan AV dispatches orders from Australia and aims to deliver your gear safely and efficiently.

Dispatch Timeframes

In-stock items are typically dispatched within 1 to 2 business days.
During sale or peak periods, dispatch may take 2 to 4 business days.
Made-to-order or custom items may take longer, you’ll be advised where possible.
Dispatch and delivery timeframes are estimates only and depend on courier networks and factors outside Titan AV’s control.

Australia Flat-Rate Shipping

Shipping is charged per order using Titan AV’s flat-rate freight model:

$15.95 Parcel Delivery, small, lightweight items
$129 Bulk Delivery, large or heavy items
$199 Bulk Delivery + Tailgate, bulky or heavy items requiring a truck lift for unloading

For approximately 97 to 98% of Australian orders, the price shown at checkout is the final freight cost.

Tailgate and Residential Delivery Requirements

For safety and compliance reasons, any item weighing over 30kg requires tailgate delivery where there is no forklift, or crane available at the delivery address.
It is the customer’s responsibility to select Bulk Delivery + Tailgate at checkout where required. If tailgate delivery is required but not selected, additional charges may apply and will be quoted and approved before dispatch.

Titan AV delivers to both business and residential addresses. For bulk freight deliveries to residential addresses, carriers may apply:

a residential delivery surcharge, and
a tailgate (truck lift) fee where unloading equipment is not available.

If a residential surcharge or tailgate fee applies, we’ll contact you before dispatch to explain the charges and available options. No additional charges are applied without your approval.

Remote or Access-Limited Deliveries

In rare cases (less than 3% of postcodes), carriers may apply additional charges due to location, access, size, or weight.

If this occurs:

Titan AV will contact you before dispatch.
Costs and available options will be explained.
You may approve the charges, amend the order, arrange pickup, use your own freight, or cancel the order.
No additional freight charges are applied without your approval.

Express Orders

If your order is time critical, please contact Titan AV prior to placing your order. Express or priority handling may be available in some circumstances and additional fees may apply. Express processing prioritises warehouse handling only and does not guarantee same-day dispatch or courier delivery timeframes.

Authority to Leave

If Authority to Leave or Safe Drop is selected or applied by the courier, responsibility passes to you once the order is marked delivered. Authority to Leave is granted at your own risk, and Titan AV is not responsible for loss, theft, or damage once delivery is completed.

Reporting Delivery Issues

Transit damage, missing items, or delivery discrepancies must be reported within 48 hours of the parcel being marked delivered by the courier. Optional Shipping Protection may be available at checkout. Coverage terms and exclusions apply.

Parcel and Bulk Delivery Conditions

Parcel and bulk freight deliveries are kerbside delivery only. Delivery does not include carrying items upstairs, inside premises, or into lifts, including server racks or other bulky items.

It is your responsibility to ensure:

The item will fit through access points, doorways, and lifts at the delivery location.
Suitable access and unloading conditions are available at the time of delivery.

You must inspect all goods prior to signing for delivery. By signing the delivery receipt, you acknowledge that the goods have arrived in apparent good condition. No claims for visible transit damage will be accepted once goods have been signed for, unless otherwise required under Australian Consumer Law.

Customer Responsibility for Delivery Follow-Up

Once your order has been dispatched, tracking details will be provided via email and or SMS. It is your responsibility to monitor tracking updates and take prompt action if delivery is attempted but unsuccessful.

Couriers may issue notifications via physical card, SMS, email, phone call, or their own app. You are responsible for following up directly with the courier to arrange redelivery, redirection, or collection. Titan AV is not responsible for contacting couriers or managing redelivery logistics on your behalf once an order has been dispatched.

Any additional charges resulting from failed delivery attempts, including redelivery, redirection, or return-to-sender fees, are the responsibility of the customer.

If an order is returned to Titan AV due to failed delivery and lack of customer follow-up:

A 17.5% restocking fee may apply, and
Outbound shipping charges will not be refunded, where permitted by law.

PO Box Deliveries

Delivery to PO Boxes is available only for orders that:

weigh less than 5kg, and
measure no more than 30 × 30 × 30cm.

PO Box deliveries are sent via Australia Post only. In some cases, Titan AV may require a physical delivery address to complete the order.

International Shipping

Titan AV ships within Australia and New Zealand only. A limited selection of products is available for delivery to New Zealand, subject to size, weight, and freight eligibility.

New Zealand Shipping

Titan AV offers shipping to New Zealand for a limited range of products. Shipping options and eligibility depend on item size, weight, and destination.

New Zealand Flat-Rate Shipping

A flat-rate shipping option of $25.95 NZD may be available where all items in the order meet the following conditions:

Each item weighs 7kg or less, and
Each item is 0.6 metres or less in length.

Where eligible, parcel post flat-rate shipping will be applied at checkout.

New Zealand Custom Freight Quotes

For items that do not meet the flat-rate shipping conditions, Titan AV can provide a custom freight quote. To request a quote, please contact sales@titanav.co with:

a list of items to be shipped, and
the full delivery address.

New Zealand Freight Charges and Approval

All New Zealand shipping prices are displayed in New Zealand Dollars (NZD).
In some cases, additional freight charges or surcharges may apply due to size, weight, destination, or carrier requirements. Where applicable, Titan AV will contact you prior to dispatch to explain the charges and seek approval before proceeding with the order. No additional freight charges will be applied without your approval.

Returns and Refunds Policy

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.

Sale Policy

During sale periods:

Dispatch timeframes may increase due to higher order volumes.
Prices, promotions, and stock availability may change rapidly without notice.
Items purchased prior to a sale start time are not eligible for retroactive discounting.
No rain checks will be offered.
Sale stock is limited and may sell out.

Discount Eligibility:

Discounts must be applied at checkout
Discounts cannot be applied retrospectively
Purchases made before a sale starts are not eligible for price adjustments
Discounts generally cannot be combined unless stated otherwise

Titan AV reserves the right to:

Update, extend, or withdraw sale promotions at any time
Limit quantities per customer
Exclude specific products or categories from sale pricing

From time to time, Titan AV runs promotions, sales, and special offers. For further information and full terms, refer to our Sale & Promotion Policy.

Retail Showroom and Click & Collect

Location

Titan AV’s showroom is located at:
244 Earnshaw Rd, Northgate QLD 4013 Australia

Showroom and Click & Collect Hours (AEST)

Monday to Thursday: 9:00am to 5:00pm
Friday: 9:00am to 4:00pm
Closed weekends and public holidays

Showroom

In-store pricing, promotions, and product availability may differ from online offers.

Click & Collect

Click & Collect is available subject to stock location and processing capacity. Orders will be ready for collection once you receive confirmation from Titan AV.

Click & Collect orders must be collected within 10 business days of notification that the order is ready for collection. If an order remains uncollected after this period, Titan AV may cancel the order and issue a refund in accordance with these Terms & Conditions, less any applicable non-recoverable costs and any approved restocking or condition deductions, where permitted by law.

Titan AV is not responsible for delays where customers attend collection prior to receiving confirmation that an order is ready.

Orders

Order Confirmation

Orders are confirmed once payment has been received and an order confirmation email has been issued.

Tax Invoices

A tax invoice will be issued electronically to the email address provided once an order has been fulfilled and dispatched. The tax invoice is your proof of purchase and may be required for warranty claims. If you do not receive your tax invoice, please contact Titan AV customer service for a copy.

Title and Risk

Title to products does not pass to you until full payment has been received and cleared by Titan AV. Risk in products passes to you on delivery, unless otherwise required by Australian Consumer Law.

Pre-orders

Titan AV may offer pre-order items that are not yet in stock. Pre-order payments may be charged at the time the order is placed. Estimated dispatch or arrival dates are guides only and may change due to supplier, freight, or production delays.

Where an order includes both in-stock items and pre-order items, Titan AV may dispatch items together unless otherwise agreed.

Split Shipments

Orders containing multiple items may be shipped together unless otherwise stated or agreed. Titan AV may, at its discretion, ship items separately where operationally reasonable.

Order Cancellation

Titan AV may cancel an order where:

Fraud is suspected
Stock is unavailable
There is a pricing or listing error
Delivery is not reasonably possible to the customer’s location
The customer has provided incorrect details and cannot be contacted

Where an order is cancelled, Titan AV will refund the amount paid. Any fees not recoverable by Titan AV may be excluded where permitted by law.

Order Amendments

Once an order has been processed or dispatched, Titan AV may not be able to amend:

Shipping address
Billing address
Items ordered
Payment method
Discount codes

Promotions and Discount Codes

Discount codes:

Must be applied at checkout
Strictly cannot be applied after an order is placed
Cannot be combined unless stated otherwise
Are subject to expiry and availability limits
May be limited to one use per customer
May be withdrawn or amended at any time

Titan AV may cancel orders where discount codes are used incorrectly, exploited, or applied in breach of intended conditions.

GST and Duties

Australian GST

All prices displayed on the Titan AV website for orders shipped within Australia are inclusive of Australian Goods and Services Tax (GST), where applicable. Titan AV is required by law to charge GST on taxable supplies made within Australia. GST cannot be removed or excluded from Australian orders, including for business, trade, or resale customers.

New Zealand GST

For orders shipped to New Zealand, prices displayed on the Titan AV New Zealand website include New Zealand Goods and Services Tax (GST) at a rate of 15%, where applicable. GST is collected in accordance with New Zealand tax regulations and cannot be excluded or removed at checkout.

New Zealand Customs Duties and Import Taxes

Orders shipped to New Zealand may be subject to customs duties, import taxes, or clearance fees imposed by New Zealand Customs or other government authorities.

These charges:

are not included in the prices displayed on the Titan AV website, and
are the sole responsibility of the purchaser.

Customs authorities may assess additional charges based on the value, classification, or nature of the imported goods. Titan AV has no control over these charges and cannot estimate them in advance. Customers are encouraged to check with New Zealand Customs or a licensed customs broker prior to placing an order if they require clarity on potential duties or import taxes.

Shipping Protection

Shipping Protection is an optional add-on available at checkout, designed to give you extra peace of mind if your order is lost, stolen, or damaged during transit. It’s ideal for high-value, bulky, or freight-delivered items where things can go sideways once a parcel leaves our warehouse.

Shipping Protection is offered in addition to your rights under Australian Consumer Law.

How it works

Covers eligible orders that are lost, damaged, or stolen in transit
Faster priority support and priority handling if something goes wrong
Claims must be lodged within 48 hours of the parcel being marked delivered by the courier
Coverage applies to the value of the affected items in the order, subject to assessment and the stated coverage terms
Titan AV may request reasonable evidence such as photos, carton labels, courier confirmation, or theft documentation to assess a claim

What Shipping Protection doesn’t cover

Shipping Protection does not apply to:

incorrect or incomplete delivery details provided at checkout
Authority to Leave claims without sufficient evidence
courier delays where there is no confirmed loss or damage
situations outside the stated coverage terms

Important notes

Shipping Protection is optional and not required to make a purchase.
Claims are assessed as quickly as possible once all required information is received.
Shipping Protection fees are non-refundable once the order has been dispatched.
Items covered by Shipping Protection are generally required to be returned for assessment. In some cases, the carrier or insurer may collect or retain the item as part of the claim process.
Shipping Protection is administered by Titan AV.

Priority Service Terms (Including Jump The Queue)

Where Priority Service is offered at checkout, including Jump The Queue or similar services:

It means your order is prioritised for warehouse processing ahead of standard orders.
It does not guarantee same-day dispatch.
It does not guarantee faster courier delivery.
It does not override made-to-order lead times or stock availability.
Priority Service fees are non-refundable once order processing has commenced.

Payment Policy

Titan AV may offer the following payment methods:

Credit and debit cards (Visa, Mastercard, American Express)
PayPal
Afterpay
Zip Money
Shift Payments
Direct Deposit
Other payment providers listed at checkout

Payment must be received and cleared before orders are processed or dispatched. If full payment is not received within 7 days of an order being placed, Titan AV reserves the right to cancel the order.

Titan AV does not store full credit card details. Payment information is securely processed and, where applicable, stored by authorised third-party payment providers in accordance with their own terms, privacy policies, and security standards. Third-party payment providers may have their own terms and conditions, which apply in addition to Titan AV’s Terms.

Store Credits

Any store credits or credits held on account issued by Titan AV:

are valid for 12 months from the date of issue, unless otherwise stated,
are non-transferable and non-redeemable for cash, and
expire automatically if not used within the validity period.

Titan AV reserves the right to cancel or withhold credits where fraud, misuse, or breach of these Terms & Conditions is suspected, where permitted by law.

Gift Cards

Are issued in AUD
Can be used for online purchases and in-store purchases where applicable
Cannot be redeemed for cash
Cannot be refunded unless required by law
Titan AV is not responsible for lost, stolen, or misused gift cards

Trade Membership

Titan AV offers trade membership programs for eligible customers operating in relevant professional industries. Eligibility, pricing tiers, benefits, and qualification requirements are determined by Titan AV and may change at any time. Titan AV reserves the right to approve, downgrade, suspend, or revoke trade membership status where eligibility criteria are no longer met or misuse is identified.

For more information, refer to Titan AV's Trade Terms & Conditions.

Privacy Policy

Titan AV collects and uses personal information in accordance with its Privacy Policy and applicable Australian privacy laws. For more information, refer to Titan AV’s Privacy Policy.

Website Terms

By using Titan AV’s website, you agree that you will not:

use the website for any unlawful purpose
attempt to gain unauthorised access to systems or data
interfere with the website’s security or functionality
use website content for commercial reproduction without written permission

Titan AV reserves the right to restrict, suspend, or terminate access to the website where misuse, interference, or unlawful activity is suspected.

Use of Artificial Intelligence (AI) Tools

Titan AV uses artificial intelligence (AI) tools across parts of its business to help us work more efficiently and serve customers better. This includes, but is not limited to:

Drafting and editing product descriptions, blog posts, emails, social media content, and marketing copy.
Generating, editing, or enhancing images and visual content used in marketing, advertising, and on our website.
Supporting paid advertising campaigns and audience targeting on platforms such as Google, Meta, TikTok, and YouTube.
Assisting our team with research, data analysis, customer service, and internal workflows.
Powering chat or automated response features where available.

Content produced with AI assistance is reviewed by Titan AV staff before being published, sent, or used in a customer-facing context. Despite this review, AI tools can occasionally produce inaccurate, incomplete, or out-of-date information. You should not rely on AI-generated content as a substitute for professional advice, including legal, financial, technical, engineering, or safety advice.

For purchase decisions, please confirm specifications, pricing, stock availability, certifications, and load ratings on the relevant product page or by contacting Titan AV directly at sales@titanav.co or (07) 3423 3463 before placing an order.

Where personal information is processed by AI tools as part of our business operations, it is handled in accordance with Titan AV's Privacy Policy and applicable Australian privacy laws.

Nothing in this section limits, excludes, or modifies your rights under Australian Consumer Law, including consumer guarantees in relation to goods and services supplied by Titan AV.

Warranty Policy

Titan AV offers product warranties in addition to your rights under Australian Consumer Law (ACL). Warranty coverage generally applies to manufacturing defects under normal and intended use and does not cover damage caused by misuse, incorrect installation, unauthorised modification, accidental damage, or abnormal wear and tear.

Warranty Periods

Unless otherwise stated on the individual product page, the following warranty periods apply from the date of purchase:

Product Category	Warranty Period
Cases	2 years
Cables	5 years
Truss	2 years
19" racking	12 months
Staging: frame & structural components	5 years
Staging: deck surface, hardware & mechanisms, stage accessories, finishes	12 months
Drapes	12 months
Clearance items (incl. foam)	12 months

Some products may carry different warranty terms. Customers should refer to the relevant product page for specific warranty information.

Making a Warranty Claim

Warranty claims require proof of purchase. Titan AV may request photographs, additional information, or return of the item for inspection prior to a remedy being offered.

Return Freight for Warranty Claims

Where a warranty claim requires an item to be returned for assessment:

The customer may be responsible for the cost of return freight.
If the claim is assessed and confirmed as a valid warranty issue under ACL, Titan AV may, at its discretion and where required by law, reimburse reasonable return freight costs or arrange return shipping.
If the claim is not assessed as a warranty issue, return freight costs will not be reimbursed.

Titan AV will always assess warranty claims in accordance with Australian Consumer Law and provide remedies as applicable, which may include repair, replacement, refund, or store credit depending on the circumstances.

Limitation of Liability

To the maximum extent permitted by law, Titan AV is not liable for any loss or damage, whether direct, indirect, incidental, special, or consequential, arising from:

the use of, or inability to use, Titan AV’s website
the purchase or use of any products supplied by Titan AV
delays in shipping or delivery caused by couriers, third-party providers, or circumstances outside Titan AV’s reasonable control
any technical errors on the website, including pricing or stock availability errors
failure of products caused by misuse, incorrect installation, unauthorised modification, accidental damage, or use outside intended purpose

Where Titan AV is legally liable and such liability cannot be excluded, Titan AV’s liability is limited, at Titan AV’s option, to resupplying the goods or paying the cost of having the goods supplied again. This limitation of liability applies to the maximum extent permitted under ACL and other applicable laws.

Indemnity

You agree to indemnify Titan AV, including its directors, employees, contractors, and affiliates, against any losses, damages, liabilities, costs, and expenses, including reasonable legal fees, arising from or connected with:

your breach of these Terms & Conditions
your misuse of the website or Titan AV products
your infringement of Titan AV’s intellectual property
any claim made by a third party caused by your acts or omissions, including incorrect installation, unsafe use, or resale of products where you misrepresent Titan AV

This indemnity survives termination of these Terms.

Intellectual Property

All intellectual property on Titan AV’s website and in Titan AV materials, including text, images, graphics, product descriptions, branding, logos, design elements, videos, and downloadable files, is owned by Titan AV or licensed to Titan AV. This includes content that has been created, drafted, edited, or generated with the assistance of artificial intelligence (AI) tools and finalised or approved by Titan AV.

You must not:

copy, reproduce, distribute, publish, display, modify, or create derivative works from Titan AV content without prior written consent
use Titan AV trademarks, branding, or product imagery for commercial purposes without permission

You may view and print website content for personal, non-commercial use only.

Dispute Resolution

If a dispute arises in connection with your purchase or these Terms & Conditions, you agree to first contact Titan AV and allow a reasonable opportunity to resolve the issue.

Where possible, Titan AV aims to resolve disputes through:

informal negotiation via customer service review
escalation to management for review
mediation or alternative dispute resolution where appropriate

Nothing in this clause prevents you from exercising your rights under ACL, or accessing relevant consumer protection agencies or tribunals.

Governing Law

These Terms & Conditions are governed by the laws of Queensland, Australia. You agree that any dispute or legal proceeding relating to these Terms & Conditions will be subject to the exclusive jurisdiction of the courts of Queensland, Australia, unless otherwise required by law.

Force Majeure

Titan AV is not liable for any delay, failure to perform, or inability to fulfil obligations where such delay or failure is caused by events outside Titan AV’s reasonable control, including:

natural disasters such as flood, fire, storm, or earthquake
pandemics, public health emergencies, or government restrictions
transport or courier disruptions
strikes, labour shortages, or industrial action
supplier shortages or manufacturing disruptions
power outages, telecommunications failures, cyber incidents, or system outages
war, terrorism, or civil unrest

Where a force majeure event occurs, Titan AV will take reasonable steps to minimise disruption and resume normal service as soon as practicable.

Right of Refusal

Titan AV reserves the right to refuse entry or service where a customer engages in abusive, threatening, or inappropriate behaviour.

Updates to These Terms

Titan AV may update these Terms & Conditions at any time. The version published on the website at the time of purchase applies to that purchase.

Severability

If any part of these Terms & Conditions is found unlawful, void, or unenforceable, that part will be severed and the remainder will continue in full force and effect.