Ordering, Returns & Warranty
Ordering: You can choose to place your order via our selection in the online store or you can email or call us and deal directly person to person. If you would like a demonstration of any of our products please feel free to contact us to arrange a suitable time.
Stock: Mostly we deliver from stock on hand, however, in the event we need to order a product in for you we will give you an indication of the delay involved. If the item you wish to order is a "Special Order" (one that we do not usually keep in stock) we will require a 50% deposit with your initial order. It is our intention to supply your order within the estimated dates specified. Occasionally due to manufacturing, transport problems or other, delays, supply issues may occur. Whilst every effort will be made to ensure the estimated dates are met they do not form a fixed term of the contract of sale. We will endeavour to minimize any inconvenience should this happen and appreciate your patience.
Payment: Payment can be made by Cheque, EFT, Credit Card or PayPal.
Cheque and EFT: If you wish to pay by Cheque you can mail it to us. If you prefer EFT please contact us by phone or email. We will give you our bank account details and you can do this securely. Goods are not dispatched or may not be collected until funds are cleared.
Exchanges and full refunds can be provided as per the statutory conditions of sale prescribed by the Trade Practices Act 1974 and corresponding State Fair Trading legislations in the case that the item is faulty, not fit for purpose or is different to the description or sample. See Warranty section below for more information. We want you to be happy with your purchase so do not hesitate to contact us if you are not 100% satisfied and we will help you to find a solution.
Conditions of Sale: All stock sold for domestic use only unless written specification is provided. Risk of these goods pass to the purchaser on possession. Title of items pass to the purchaser only upon receipt of full cleared payment.
Pricing Policy: Most audio products imported into Australia cost more than overseas. Sonic Purity offers "Parity Pricing" for may of the products we sell. This means that you pay the same price for the item as the retail price in the country of origin plus GST and a small premium to cover transport and shipping. You receive full local warranty and support.
Refund and Cancellation Policy: We offer all the knowledge and service that we can to help you choose carefully, however, cancellations or returns of orders due to a change of mind will attract an administration fee equal to 25% of the order value. In the case of "Special Orders" this is 50% of the value of the order to cover restocking and administration expenses should you wish to receive a refund of the purchase price. "Special Orders" are those which we have imported specifically to fill your order.
Sonic Purity does not offer a "cooling off" period on orders, however, if your order has not yet been shipped and you wish to swap it for another item that we stock please contact us as soon as possible and we will do our best to arrange this for you if possible
Goods sold subject to a "trial or audition" are subject to a 7 day period unless otherwise agreed. The goods are supplied for the customer's own personal use and the sale will be considered final unless the customer contacts us within the 7 day period and indicates his/her intention to return the goods. The goods must be used by the customer in a normal domestic setting and not be modified or tampered with in any way.
Warranty: In addition to the rights guaranteed by the relevant State and Federal laws, in particular the Trade Practices Act 1974 and corresponding State Fair Trading legislation, Sonic Purity guarantees to the original purchaser to make good either by repair or replacement any defect caused by faulty parts or workmanship covered by the manufacturers guarantee or warranty (please refer to manufacturer's warranty card, booklet or tag).
This warranty is effective from the purchase date and upon presentation of original documentation i.e. receipts or tax invoice. This guarantee or warranty is provided if such defect is not the result of abuse, commercial use, or is the natural characteristic of the part used in manufacturing. The equipment /components must be cared for in accordance with the care instructions provided by the manufacturer and the Product Care recommendations on our website.
Guarantee or warranty is not transferrable. In most cases warranty claims will require inspection by our representative. Contact our Melbourne Head Office to arrange this inspection. Transport, service and handling fees are the responsibility of the purchaser to and from our service point.
Sonic Purity advises customers to thoroughly read and understand both the care conditions provided by the manufacturer in your product packaging and the recommendations on our Product Care page. Incorrect care or misuse can void your manufacturers warranty. It is the customers responsibility to use and care for their products as recommended.
Valve Amplifier Warranty Details: Valve amplifiers are covered by a 2 year parts and labour warranty. The valves however have a shorter lifespan, and therefore a 3 month warranty. When valves fail it can sometimes cause some other components to fail such as a capacitor or resistor. These are not high value items and we do not charge for them, however we do charge for labour in effecting the repair out of warranty. Contact us for further details regarding Valve Amplifier service and warranties.
Phono Cartridge Warranty Details: Phono cartridges supplied by Sonic Purity are all checked visually before they leave our store. It is the customers’ responsibility to check the cartridge as soon as he/she receives it to confirm that it is perfect. In particular the alignment of the cantilever should be checked. If you think that here is any problem whatsoever with the cartridge then you must advise Sonic Purity within 30days. If we do not hear from you we will assume that you have checked the cartridge and are satisfied.
We will always do our best to help customers who have a cartridge problem.
• Bent or Broken Cantilevers: In every case we have examined to date bent or broken cantilevers have suffered some kind of impact. Cantilevers do not bend themselves spontaneously from cosmic forces. Cleaning ladies, children and pets are the most common culprits, but never the audiophile. Amazing!
• Missing Stylus: Sometimes we have had claims of a stylus that has mysteriously disappeared. Upon close examination we have found the stylus buried in dirt or broken off due to impact.
• Collapsed Suspension: This sometimes occurs and will cause the cantilever to tilt sideways or the cartridge to ride very low. This can be rectified by the manufacturer and does not entail a full cartridge rebuild.
Our cartridge suppliers are normally very generous with warranty claims, however they do not like being told fairy tales. If you bumped your cartridge please tell us and we will do our best to help you at the least possible cost. Such occurrences are not covered by warranty.
Cartridge warranty commences from the date you receive the cartridge from us. It is time based, not usage based. Extended warranty will not be granted because it has been in storage or you have not had time to set it up and try it.
We do want you to be happy with your purchase and receive a lot of joy from the music it provides. Care and attention to detail will be rewarded. We are here to help you so please feel free to keep us informed about your experience.