At DJ City we value our customers and want to make your online shopping experience the best it can be. If anything goes wrong with your product, you should always contact our head office and we will do everything we can to help. All products sold by DJ City are covered by a 12-month warranty. This warranty is in addition to and does not exclude your rights guaranteed by Australian Consumer Law.
As part of your DJ City warranty, we also include a 30-day Freight return policy. If your newly purchased product faults within the first 30 days of your original purchase date, DJ City will cover the cost of freight return and re-delivery of your product if your faulty item is deemed under warranty.
Please note: DJ City makes every effort to ensure that the information on our website is accurate. However, please note that we cannot be held responsible for any error or omission that is beyond our control. We also cannot offer compensation to customers for any system errors that are beyond our control.
If you have received your purchased product with a defect or your product develops a defect within the first 30-days of the purchase DJ City is committed to resolving these problems in a timely fashion to avoid inconveniencing our valued customers. Them first step is to return your product to our head office.
Once your product has been received by our head office, DJ City’s returns department will organise your return to be sent through to the products certified service repair agent. Please note that different brands will often use different service repair agents which result in varied time frames depending of factors out of DJ City’s control.
Once your item has been sent through to the appropriate service repair agent the product is inspected by a qualified technician and the item is either repaired or replaced based on the severity of the defect. Once our returns team has been updated by the service agent they will contact you with an update on the status of your item and provide an ETA as to when the defective product will be resolved.
DJ City reserves the right to assess all warranty returns, including returning the product to the manufacturer’s repair agent to determine the nature or cause of the problem.
Estimated service times will vary between service repair agents, generally defective products that are returned to their nominated service agent can take anywhere from 2 – 6 weeks to be resolved. Please note that these times are an estimate, the process can run outside of the given time frame. For customers that return their item to one of our DJ City stores, please understand that their will naturally be a longer transit time as the item will be retuned to our Head office. Our staff endeavour to get you back on the road again as quick as possible so we will always explore any alternate options which speed this process up.
Please note that warranties only apply to manufacturing defects. Misuse, neglect, tampering with any internal components or using products outside of their designated applications may void product warranty.
Returning your product
Warranty returns will be accepted if:
- The product is faulty or is not of acceptable quality,
- The product is not fit for its advertised purpose,
- The product does not match the description
Before making a warranty claim, please contact DJ City via phone, email or visit your nearest DJ City store. If you wish to make a claim under your warranty, you will need to complete a Returns Authorisation Form. This will allow us to provide warranty support in a timely manner. To fill out this form, please visit: http://backoffice.djcity.com.au/
Once you have filled out this form, your product will need to be returned to DJ City’s Head Office for assessment. You can return your product by either visiting any of our 6 stores or posting the product to:
Att: Service Department
318 Hammond Road
Please ensure that you include a copy of the return authorisation form with your return.
If the item is defective within the first 30 days , we will organise to send you a Postage Voucher to cover the return freight cost. DJ City may arrange the return to the customer at no charge.
For warranty repairs outside of the 30 day period, you will be responsible for the freight costs to DJ City’s Warranty Support Centre. However, DJ City will pay for postage costs incurred when returning the item (after repairs have been completed).
You can arrange to return your item in person to the nearest DJ City store. You will be able to collect your item from this store after repairs or replacement have been completed.
If you need to return your defective item to us within 30 days under warranty or outside of the 30 day period, please return your item in person to your nearest DJ City store.
You will be able to collect your item from this store after repairs have been completed.
Thank you for shopping with DJ City. Please choose carefully because the following conditions apply. The conditions of our Returns Policy are in addition to other rights and remedies you may have as a consumer under Australian Consumer Law (ACL).
If you change your mind…
Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. However, if your purchase does not suit your needs, we are happy to provide an exchange to a more suitable product of the same or higher value, provided you pay the difference.
If your product is defective and outside the first 30 days…
Products that develop or are found defective after the first 30 days of purchase still hold their manufactures warranty, however DJ City are no longer responsible for any freight costs to have the product returned to DJ City’s head office. We will provide the freight service from our head office to the allocated service repair agent and we will al provide the return freight service once the warranty repair has been completed.
DJ City is committed to resolving these problems in a timely fashion to avoid inconveniencing our valued customers. Our Highly skilled techs will examine the product and work out a solution to get you back on the road again as quick as possible.
Please note that the 30 Day Replacement Guarantee does not apply to customers who do not contact us within 30 days of purchase. If you contact us after this period, we will offer a remedy in accordance with your product’s warranty and your rights under Australian Consumer Law (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.’