Returns, Refunds & Warranty Policy

At Voxely (operated by Compound Tech Pty Ltd), we want you to be completely satisfied with your purchase. Our policy distinguishes clearly between voluntary Change of Mind returns and statutory rights under the Australian Consumer Law (ACL) and Manufacturer Warranties.

1. Australian Consumer Law (ACL) & Consumer Guarantees

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.

• What qualifies: Goods that are faulty, damaged in transit, substantially unfit for purpose, or significantly different from the sample or description provided.

• Remedies:

  • Major Failure: You choose between a full refund, an identical replacement, or a product of similar value.

  • Minor Failure: We reserve the right to repair the item or provide a replacement within a reasonable timeframe. If repair or replacement is not viable, a full refund will be provided.

• Return Shipping for Faulty Goods: If an item is assessed as defective or faulty under ACL, Voxely covers reasonable return shipping costs. Please contact us before posting so we can provide a prepaid shipping label or courier booking.

2. Manufacturer Warranty

Many hardware, peripheral, and electronic items sold by Voxely carry additional warranties directly from the manufacturer.

• Manufacturer warranties operate alongside and do not override your statutory consumer guarantees under the ACL.

• If your product develops a hardware fault within its manufacturer warranty period, our support team can assist you in processing an RMA (Return Merchandise Authorisation) directly with the manufacturer or handle the assessment through our local facility.

3. Change of Mind Returns (Discretionary Policy)

Under Australian Consumer Law, retailers are not legally required to accept returns if you simply change your mind, purchased the wrong item, or found it cheaper elsewhere. However, Voxely provides a 7-day change-of-mind return window subject to the strict criteria below:

• Timeframe: You must notify us and initiate your request within 7 calendar days of receiving your delivery.

• Condition Requirements:

  • The item must be brand new, completely unused, unmounted, and in identical condition to how it was received.

  • All original packaging, protective films, tamper seals, accessories, cables, manuals, and bundled gifts must remain intact and unopened.

• Change of Mind Exclusions:

  • Opened electronic components or peripherals where factory seal stickers are broken.

  • Custom-built or custom-configured hardware.

  • Digital products, downloaded software, or license keys.

  • Clearance, sale, or end-of-line promotional items explicitly marked as final sale.

• Return Shipping & Handling: Return shipping for change-of-mind items is the responsibility of the customer. We strongly recommend using a tracked service with transit insurance. A restocking fee may apply if packaging shows signs of transit wear or handling upon receipt.

4. How to Lodge a Return or Warranty Claim

1. Contact Us First: Email support@voxely.com.au with your order number, proof of purchase, a description of the issue, and clear photos/videos if the item is damaged or defective.

2. Authorisation (RMA): Items sent back without prior authorisation will not be accepted. Once approved, we will provide you with a return shipping label (for faulty items) or shipping instructions (for change of mind).

3. Dispatch to Our Perth Facility:

   Voxely / Compound Tech Pty Ltd

   Unit 6, 393 Albany Highway

   Victoria Park, WA 6100

5. Damages & Discrepancies Upon Delivery

Please inspect your parcel upon arrival. If an order arrives visibly damaged, contains incorrect items, or has missing parts:

• Contact us at support@voxely.com.au within 48 hours of delivery.

• Retain all external mailing boxes, padding, and packaging materials to assist in our transit investigation.

6. Exchanges

The fastest way to exchange a product is to return the unwanted item following our Change of Mind process. Once your return is accepted, you can make a separate order for the new product.

7. Refunds Assessment & Processing

• Once your return parcel arrives at our facility, our technicians will inspect and test the item within 2 to 3 business days.

• If approved, your refund will be processed back to the original method of payment within 5 to 10 business days.

• Depending on your financial institution or credit card provider, funds may take additional business days to clear into your account.

• If more than 15 business days have passed since your refund was approved and you have not received it, please contact our team at support@voxely.com.au.