Unopened items may be returned within 30 days from the delivery date for a refund, exchange or credit. Items that have been opened may be accepted back at our discretion. For more information about our returns policy see the information below.

30 Day Returns

Within 30 days of receiving your order you may return it to us (providing it is unopened and in perfect condition) for a refund, exchange or credit. Items that have been opened (even if unused) may be accepted back at our discretion for store credit or exchange only. Please note that we cannot accept returns of some items such as headphones, turntable cartridges, styluses, consumables etc. Any items damaged due to reasons not covered under warranty cannot be accepted back for refund under our 30 Day Returns policy. It’s the customer’s responsibility to return items back to us (associated shipping fees are not refundable). Returns must include any products bundled with the purchase (such as bonus items, vouchers etc). 

Is my gear faulty?

If the product you have purchased from Kronig Music has a manufacturing fault, we will facilitate the repair or replacement under the warranty provided by the Australian distributor of that product. If the item is DOA (dead on arrival) or develops a fault that is covered by the warranty within 30 days from the delivery date we will replace the item immediately with a new one.

When starting out with any new piece of technology, it is of utmost importance that you read the manual and setup instructions to ensure you understand how to properly and safely operate your gear. Commonly we find that equipment is not faulty but rather is being incorrectly used, so please be sure to check the basics before returning your gear:

  • Check leads, plugs and connections
  • Read the manual
  • View manufacturer websites for any updates on product manuals, features or firmware updates
  • If returning something as DOA / under warranty, please return it with full packaging to the best of your ability

How do I return a faulty item?

Please email contact@kronig.com.au with the following information about your faulty equipment:

  • Order Number
  • Serial Number
  • Brand
  • Model
  • Detailed description of fault

What next?

Once we receive your information, we will contact you with advice on where to send your product to be repaired.
Please Note: For faulty items within the 30-day period, we cover postage costs. Outside of this timeframe, the customer is responsible for freight back to us or to the local repairer, we are happy to cover costs back to you if you are not able to collect in person.

How long will my repair take?

In our experience, the average repair turnaround time is 2-4weeks. The warranty process can sometimes be further delayed due to factors such as parts availability, transit times and the workload of the repairer / supplier.

Rest assured, we want a reasonable turnaround time for your warranty. If your product has been at the repairer / supplier for 4 weeks, we automatically flag your repair as urgent and request an immediate update. We’ll be in touch with the update at that point. So until then, there is no need for you to call us.

Please Note: Our suppliers and repairs will be generally be closed over Christmas, so please expect longer wait times over that period. If your item is functioning, you’re welcome to return it after the Christmas break so you can continue using it until then.

Things to remember…

Most distributors require that any units repaired under warranty must have a proof of purchase, so hold into your receipt and keep it safe.

We do not accept liability for returned goods damaged in transit, so pack your returned goods carefully. Always keep original boxes for your equipment so you can safely move or send your unit for repair. If you do need to send the unit back without the original packaging, make sure it is packed and padded securely as damage can occur to poorly packaged returns.