Retailer Returns Guideline

    This guideline contains information to assist Sony retailers to return failed Sony product to Sony for credit. Please ensure when applying for a Sony product return, only qualifying products (as defined in this guide) are claimed to avoid potential rejection of your claim.

    Please Note for Australia:

    Even if the product is a “Qualifying Product”, it does not preclude you from choosing an action other than return, such as repair. A non-qualifying product does NOT indicate any lessening of a consumer’s rights under the Australian Consumer Law (ACL). Only the need for a Sony Authorised Service Centre to assess and verify the claimed failure, and have the customer informed of the remedies available to them under the ACL for that non-qualifying product, depending on the type of failure involved (minor or major). For further general information on the Australian Consumer Law and consumer rights, Please see https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel

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    If you require log in details, please email sonyreturns.sanz@sony.com

    PRODUCT RETURN TABLE
    Product Category Return Period Conditions
    1 TV 90 Days - Harvey Norman must supply panel hours of the TV.
    2 Audio 365 Days - WH/WF1000 Series are 90 Days.

    - Product with the "STR" prefix are 90 Days.
    3 Digital Imaging 90 Days
    PRODUCTS WILL BE QUALIFIED IF ALL OF THE FOLLOWING APPLY
    1 The product is within the time limit Within 90 days from the date of purchase by the end-user, or if the unit is ex-demo/display stock and within 90 days from the date of purchase (unless otherwise specified in the return table above.)
    2 Valid Proof Of Purchase Valid Proof Of Purchase is provided, to verify purchase date and validity of claim
    3 The product is FAULTY or unsaleable quality If you cannot readily and safely establish whether the product is faulty, please call Sony for instructions.

    If any product is delivered by Sony and received damaged, it can be returned within 72 hours of delivery.

    For JB Hifi/The Good Guys, if a TV Product is found damaged during the handover within the store, it can be returned.
    WHAT IS A NON QUALIFYING PRODUCT?
    4 The product being claimed is more than 90 days from date of purchase by end customer.
    5 For televisions, failing to provide the following Photo evidence:
    2 x Full screen photos of the entire front of the TV, 1 x switched off, 1 x switched ON.
    1 x photo showing entire carton front, side and rear.
    1 x photo indicating any carton damage.
    1 x photo of inside packing materials.
    6 Evidence that the product has been tampered with, modified or otherwise interfered with that could contribute to the products ability to operate as designed and manufactured
    7 Evidence of customer product misuse, abuse or mishandling apparent from physical damage to the product.
    Or the product has been effected by over-voltage, vermin infestation, liquid ingress or other events that would affect the customers claim that the product is faulty
    8 Claim is due to a customer “change of mind”
    9 Any supplied accessory or bonus item(s) is missing (original packaging not included)
    10 Where customer wants to return the product because it does not meet a representation or statement made to the customer by the store,
    its staff or in point of sale material which has not been approved or produced by Sony
    11 Where the customer wants to return the product because it is not suitable for the particular purpose which the customer communicated to store or its staff at or before the time of purchase, and the purpose is not approved or agreed to by Sony prior to purchase
    12 If the product is display stock, or has been sold as ex-demo and is over 90 days from the date of purchase. An inwarranty service is required and can be booked here.

    If further support is required with a service for ex-demo stock, please email us at ASCSupport.sanz@sony.com
    13 Where the product has not been acquired by a “Consumer”, a term which is defined by the Australian Consumer Law, please refer to https://consumerlaw.gov.au/