Returns Policy
All Fractal Audio and RedSound products are sold with a 15 day money back guarantee. If for any reason you are dissatisfied with your purchase you may return it within 15 days for a full refund (less shipping costs).
Guarantee only applicable to new units bought directly through Independent Music. B-stock, demo, and all other non-standard products are not covered. If you purchase a product and return it you are not eligible for the guarantee on any future purchases of the same product.
If you are not satisfied with your purchase of a product, please log back into your store account on this site, or email shop@independentmusic.com.au for a Return Material Authorization (RMA) request within 15 calendar days of the receipt of the product. You must return the product to the address provided with the RMA within 10 calendar days of the issuance of the RMA. Returns not received within 10 business days of RMA issuance may be rejected or assessed a 10% restocking fee. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product.
NOTE: Independent Music recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to Independent Music or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.
Any product returned without an RMA number will be rejected and returned to the sender. Any product returned to an address other than that given along with the RMA will be rejected and returned to the sender. Any product that is not received within 10 calendar days of the RMA issuance will be rejected and returned to the sender.
All shipping costs are the customer's responsibility. The amount of the refund shall be the original purchase price less any shipping and handling costs.
Units must be returned in as-new condition. Any products returned that are not in as-new condition may be assessed a 10% restocking fee that will be deducted from the refund amount.
Regular Returns
Legally, refunds are only available in fairly limited circumstances.
You are entitled to ask IMP for a refund if the item you bought is:
- not of acceptable quality
- does not match the description
- does not match the sample or demonstration model shown to you.
You are not automatically entitled to a refund if you simply change your mind or you later discover that you picked the wrong colour or the item doesn't fit.
Shipping
We can ship to virtually any address in the world. For any New Zealand sales, please see our NZ shop front at https://www.independentmusic.co.nz. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram.
Fractal Audio Shipping
We ship all Fractal Audio Systems purchases via Australia Post. All shipments are insured, sent with tracking and require a signature for delivery. Standard delivery takes 2 - 5 working days depending on what part of Australia you are located in. The Express shipping option usually arrives the next day (depending on what time your order is placed).
On shipping, you should receive an email directly from Australia Post with your tracking details included so that you can track your package.
Shipping Notifications
You will receive email notifications from us when your purchase has changed status, here's what they mean:
Awaiting Payment
You've purchased the item, but have not yet paid for it. We're either waiting for your direct bank deposit to clear into our account or we're waiting for you to call us and pay by credit card over the phone.
Awaiting Fulfillment
You've paid for your item and it's going through our pre ship check. We test and update all items to the latest firmware before we ship them. You may also see this status if you've participated in a pre-sale and we're waiting for our shipment to arrive from the manufacturer.
Awaiting Shipping
We've updated and tested your item and it's waiting to be shipped.
Awaiting Pickup
We've tested and updated your item and we're waiting for you to pick it up from us instore.
Shipped
It's on its way to you! You will receive tracking information via email directly from this site.