Shipping and Return

10dB Returns

Returns, refunds & cancellations

Changed your mind, received a faulty item or need to cancel an order? Here's exactly how it works. Your rights under the Australian Consumer Law always apply.

Start a return → Shipping info →
14Days change of mindOn unused items, still sealed in the original packaging
ACLFaulty items coveredRepair, replacement or refund under Australian Consumer Law
5Business days to refundAfter we receive and check your return
$0Card surchargesRefunds go back to your original payment method
How returns work

Four simple steps

  1. Tell usUse the returns form below, email or call us. Please don't send items back without contacting us first.
  2. Get approvalWe'll send a return authorisation, the return address and instructions.
  3. Send it backPack it securely and use a tracked, insured service.
  4. We sort it outRefund, store credit, repair or replacement, depending on your return.
Our policies

Change of mind 14 days

We'll accept a change-of-mind return within 14 days of delivery, as long as:

  • the item is unused and still sealed in its original, unopened packaging;
  • all accessories, manuals and inserts are included; and
  • you contact us first for a return authorisation.

You pay the cost of returning the item, and the original delivery charge isn't refundable. The item remains your responsibility until it reaches us.

Once we receive and check it, you choose a refund to your original payment method or store credit.

Not eligible for change of mind

  • Software, plugins and licence codes once sent.
  • In-ear headphones, earphones and items that touch the ear or mouth, once opened.
  • Items ordered specially for you that we don't normally stock.
  • Clearance items marked "Final sale".

These exclusions apply to change of mind only, never to faulty items.

Faulty items ACL

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Contact us with your order number, a description of the problem and, if possible, photos or a short video. The item may be assessed by us or an authorised service agent, and we'll keep you updated.

  • Fault confirmed: we'll repair, replace or refund in line with the Australian Consumer Law. For a major failure, you choose a replacement or a refund. We'll reimburse your reasonable cost of sending the item to us and cover the cost of sending it back.
  • Large or heavy items: if returning it would cost you a significant amount, we'll arrange collection at our cost.
  • No fault found: if the item is working normally, or the problem was caused by misuse, accident or unauthorised modification, we'll return it to you and you pay the shipping both ways.

Please back up any data before sending a device for assessment.

Damaged in delivery or wrong item

If your parcel arrives damaged, something is missing or you received the wrong item, please tell us within 7 days of delivery and keep all the packaging, so we can claim with the carrier. We'll make it right at no cost to you. This doesn't limit your rights under the Australian Consumer Law.

Cancelling an order

You can cancel for a full refund as long as your order hasn't been dispatched. Contact us as soon as possible. Most orders are dispatched the same day, so we can't always stop an order in time. Once dispatched, our change-of-mind policy applies.

Refunds

  • Processed within 5 business days of receiving and checking your return.
  • Paid to your original payment method. For Afterpay or Zip, the refund goes back to your plan.
  • Your bank or payment provider may take a few extra days to show it.
  • For change of mind, you can choose store credit instead of a refund.

Delivery in short

  • We deliver within Australia with Australia Post. In-stock orders are usually dispatched the same day and typically arrive within 3–5 days.
  • Free shipping on orders over $100; a flat $5 under $100.
  • New Zealand and international delivery may be available on request. Contact us before ordering.

Full details are on our Shipping page.

Questions

Returns FAQ

Can I return an item I've opened?

For change of mind, items must be unused and still sealed in the original, unopened packaging. If an item is faulty, you can return it whether it's been opened or not.

Who pays for return shipping?

For change-of-mind returns, you do. If an item is faulty, we reimburse your reasonable cost of sending it to us and cover sending it back to you.

How long do refunds take?

We process refunds within 5 business days of receiving and checking your return. Your bank or payment provider may take a few extra days to show it.

My product stopped working after the warranty ended. Can I still claim?

Possibly. Your rights under the Australian Consumer Law can continue after the manufacturer's warranty ends, depending on the type of product, its price and how it has been used. Contact us and we'll look into it.

Start a return

Request a return, refund or repair

Fill in the form below and we'll usually get back to you within 1 business day. Prefer to talk? Email support@10db.com.au or call 1300 755 540 (Sunday – Friday, 10am – 6pm).

These rules are part of our Terms & Conditions.

Change of mind

Accepted within 14 days of delivery for unused items still sealed in the original, unopened packaging. You pay the return shipping, and the original delivery charge isn't refundable.

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