Shipping and Return

We want to make sure you have all the information you need about our shipping and return policy. This article is separated into 2 main content: shipping & delivery and return & refund.

1. Shipping & delivery

The content below will provide you with our delivery fees, delivery time frames, and where we can ship.

Delivery information

The delivery information includes policies on fees, track & trace and bulky items.

Delivery fees

The delivery cost will depend on your address as well as the size, and weight of the products you choose. Our website will automatically calculate the delivery cost for your order after you have filled in your address on the checkout page.

Please note:

• We use couriers to deliver all of our orders. We cannot deliver items to an unattended address. To receive your order as soon as possible, please make sure to fill in all the required information at checkout.
• The courier will require a signature from someone at the delivery address at the time of delivery. If no one is available to sign for the item, a card will be left, and the parcel will be rerouted to the next Courier depot. You will then need to pick up the item from the depot/pay an additional re-delivery fee. To avoid it, we recommend that you have your order delivered to a location that is staffed during business hours, such as your home, workplace, or another address.

Track & trace

You can track your order via our Track My Order by entering your order ID and clicking on the “Track My Order” button. It may take up to 24 hours for the courier system to process your order. So please allow up to 24 hours before attempting to track your order.

If you have any concerns, please contact our customer service team via web chat or our online enquiry form. We will respond to your enquiry at the earliest time.

Bulky items

“Bulky” items are those that have a high weight or a large cubic volume. These items may incur additional fees in addition to the shipping costs at checkout, especially if you are located in a remote area of Australia. The delivery fee for these items will be calculated by our system. If you are unsure whether your item is a “Bulky” item and will incur additional fees, please contact our customer service team for assistance.

Delivery expectation

The delivery expectation includes details about delivery time frames, reasons for order delays and express shipping.

Delivery time frames

We use a variety of courier services such as FedEx and UPS, with delivery times ranging from 3 to 15 business days after dispatch for regional areas. Courier deliveries are made during business hours from Monday to Friday only. Delivery times are a guide and may be subject to delays due to factors such as bad weather. You can use the order tracking feature to monitor your delivery status.

Reasons for order delays

Some reasons can cause order delays:

• Incorrect or incomplete shipping address during checkout.
• No one was available to sign for the parcel at the delivery address.
• Incorrect payment information was entered against the order. Please double-check all details at the time of checkout as your order will only be created upon receipt of payment.

In the event an order is flagged for verification we may need to get in contact via phone before dispatching some products. Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination to protect the cardholder, and this may delay shipping.

Occasionally if a particular product is in high demand we may need to supply the product from outside of our standard delivery network. This can cause delays in dispatch if orders are directed to regional locations, etc.

Express shipping

Currently, we are not offering express shipping. We apologise for any inconvenience.

Where do we ship

We ship not only within Australia, but also to other regions such as the United States, New Zealand, Poland, and more. You can check the shipping options available to you on the Cart page, or you can chat with our customer care team via the Chatbox for more information.

After discovering about shipping & delivery policy, let’s move to the return & refund section.

2. Return & refund

Find out the following content in case you have any queries related to the return, refund policy, and other relevant details.

Return policy

The return policy is related to 2 clauses: Returns Due to Change of Mind and Returns of Faulty Goods. If you want to learn more about each clause in detail, click on the corresponding link to learn more.

You can return the items within 30 days of the delivery date. When you make a return, please guarantee that:

• You can furnish valid proof of purchase.
• The goods are accompanied by the original receipt issued at the time of purchase.
• The goods are in an original, unopened and re-sellable condition.
• The goods are standard stock items (custom-made products are not included).
• To prevent scamming orders, we may also limit any change of mind returns to exchanges of the same or similar items or store credit.
• You can choose a refund or exchange the item if it has manufacturer’s faults as mentioned below:
• The wrong item was received.
• The item received is significantly different from the sample or description on the Kayhan Audio website.
• The item has a problem that would have stopped someone from buying if they had known about it.

For warranty guidelines, please click this: Limited Warranty. For further clarification on refunds, please read the next content.

Refund policy

We process refunds once your product has been successfully returned and inspected by our team. Please allow 3-5 business days for your refund to then be processed back to your payment service provider (e.g. Afterpay, Credit Card, etc) once approved.

Please note that we have a refund process that requires you to return the faulty item and provide related images and information (learn more in clause 5 Terms and Conditions). If you do not adhere to these stipulated processes for returning a faulty item, we may, at our discretion, offer only a partial refund or no refund.

Exclusions

In some cases, a refund, replacement, or repair may not be offered if you:

• Substantially modify the product.
• Misuse of the product contrary to user instructions or manufacturer recommendations.
• Change your mind and do not return the item within the given 30-day period from the purchase date.

3. Further questions?

If you have any further concerns, please call our Customer Care Team on 1300 696 488. Our advisors will be happy to assist you with the details of your order or your questions.