Warranty & Returns

H2O Audio Australia is operated by B & K Holdings (QLD) Pty Ltd (ABN 47 092 133 858) ("H2O Audio Australia", "we", "our", "us").

We are committed to meeting our obligations under the Australian Consumer Law, contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), and applicable State and Territory consumer legislation.

This Returns and Warranties Policy explains how to request a return, replacement, refund or warranty assessment for products purchased through the H2O Audio Australia website. It should be read alongside our Terms and Conditions and Privacy Policy.

Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.

Faulty product? — Australian Consumer Law

If you believe a product may be faulty, please contact us at support@fesports.com.au.

We may initially assist with troubleshooting and ask for information, photographs or video showing the problem. If the issue cannot be resolved remotely, we will advise whether the product needs to be returned for assessment.

H2O Audio products are generally not repaired within Australia. Where a product is confirmed to be faulty and repair is not reasonably available, the usual outcome will be a replacement or refund, taking into account the nature of the failure and your rights under the Australian Consumer Law.

Two-year warranty against defects

H2O Audio products supplied through the H2O Audio Australia website include a two-year voluntary warranty against defects, provided in Australia by B & K Holdings (QLD) Pty Ltd.

This warranty is additional to, and does not replace or limit, your rights under the Australian Consumer Law. Consumer guarantees apply automatically and may continue beyond the stated two-year warranty period, depending on the product and what a reasonable consumer would expect.

Change of mind? — Goodwill return

You may request a change-of-mind return within 14 days after delivery.

Change-of-mind returns are offered as a goodwill service and are not a remedy under the Australian Consumer Law where the product is not faulty and otherwise complies with the consumer guarantees.

To be considered, the product must generally be unused, unworn, unmarked and in its original undamaged packaging with all accessories, manuals and other included components.

Products that have been worn in or around the ears, exposed to water or otherwise used cannot generally be accepted for change-of-mind return for hygiene and resale reasons.

How to begin a return or warranty request

Email support@fesports.com.au and include:

• your name and contact details;
• your order number or other proof of purchase;
• the product name and model;
• the serial number, where applicable;
• a clear description of the issue or reason for return; and
• photographs or video where these may assist.

Please do not send a product back until we have reviewed your request and provided return instructions. Returning a product without first contacting us may delay assessment but does not remove any rights you have under the Australian Consumer Law.

Who pays return postage?

For an approved change-of-mind return, you are responsible for return postage and any agreed cost of sending an exchanged product to you.

For a product believed to be faulty, you may initially be asked to return an item that can be readily posted. If the product is confirmed to have a fault, we will reimburse reasonable return-postage costs or may provide a prepaid return label. Please retain any postage receipt.

How long will an assessment take?

We aim to assess most returned products within 5–10 business days after receiving them.

Some matters may take longer where further technical information or product testing is required. These processing estimates relate to handling and logistics and do not limit any right or remedy under the Australian Consumer Law.

Statutory Rights — Australia

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 they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply automatically and are separate from the two-year voluntary warranty described in this Policy.

1. Starting a Return or Warranty Request

   To request assistance, email support@fesports.com.au before returning the product.

   Please provide enough information for us to identify the purchase and understand the issue. We may ask for:

   • your Shopify order number;
   • a receipt, order confirmation or other acceptable proof of purchase;
   • the product model and serial number;
   • photographs or video;
   • details of when and how the problem arose;
   • information about the device or service used with the product; and
   • details of any troubleshooting already undertaken.

   We may be able to resolve some operational, charging, pairing, fitting, software or configuration issues without requiring the product to be returned.

   If a return is required, we will provide instructions and a return reference.

   Original packaging is not required when returning a faulty product under the Australian Consumer Law, although retaining it where possible may assist with safe transport. A business may request reasonable proof of purchase but cannot require original packaging as a condition of a faulty-product remedy.

2. Your Rights Under the Australian Consumer Law

   Products supplied to consumers must satisfy the consumer guarantees, including that they:

   • are of acceptable quality;
   • are fit for any disclosed or represented purpose;
   • match their description;
   • correspond with any sample or demonstration model;
   • have clear title; and
   • comply with applicable express warranties.

   The appropriate remedy depends on whether the failure is minor or major.

   Minor failures
   

   A minor failure is a problem that can ordinarily be remedied within a reasonable period and does not amount to a major failure.

   For a minor failure, the supplier may generally choose the initial remedy. Because H2O Audio products are not ordinarily repaired in Australia, we will generally provide a replacement where a fault is confirmed.

   If we cannot provide an appropriate replacement within a reasonable time, or cannot otherwise remedy the failure, you may be entitled to choose a refund or replacement or exercise another available remedy under the Australian Consumer Law.

   Major failures
   

   A product may have a major failure where, for example:

   • a reasonable consumer would not have purchased it had they known about the problem;
   • it is substantially unfit for its normal purpose and cannot easily be remedied within a reasonable time;
   • it is unfit for a particular disclosed purpose and cannot easily be remedied;
   • it is significantly different from its description, sample or demonstration model; or
   • it is unsafe.

   For a major failure, you are generally entitled to choose between:

   • a refund; or
   • a replacement of the same type and similar value.

   A refund for a major failure must not be reduced merely because the product has been used before the failure became apparent.

   Where an identical replacement is not available, we may offer a substantially equivalent product, but you do not have to accept a materially different product instead of a refund where the Australian Consumer Law gives you the choice.

3. Items Faulty or Damaged on Arrival

   If a product appears faulty, damaged or incorrect when delivered, please contact us as soon as reasonably practicable.

   Prompt notification helps us investigate shipping damage or fulfilment errors, but no particular notification period limits your rights under the Australian Consumer Law.

   Please retain:

   • the product;
   • its accessories;
   • the delivery packaging; and
   • photographs of any visible parcel or product damage,

   until we advise how to proceed.

   A damaged, faulty or incorrectly supplied product is not treated as a change-of-mind return.

4. Product Assessment

   We are entitled to assess a returned product to determine the nature and cause of the reported issue.

   Assessment may include:

   • inspecting the product and accessories;
   • reviewing photographs or video;
   • checking the serial number and purchase details;
   • testing charging, audio, Bluetooth, storage or other functions;
   • checking whether the product has been used within its published specifications;
   • examining whether water, impact, physical damage or unauthorised modification contributed to the issue; and
   • obtaining technical information from H2O Audio where required.

   A customer's description of a fault will be considered fairly and will not be rejected merely because the fault is intermittent or cannot immediately be reproduced.

   If no product fault is found, or the issue results from circumstances not covered by the Australian Consumer Law or the voluntary warranty, we will explain the outcome and arrange return of the product.

   Where collection, inspection or return charges may apply to a product found not to be faulty, we will provide a reasonable estimate before incurring those charges.

5. Replacement Products

   Where replacement is the appropriate remedy, we will ordinarily replace the faulty product with:

   • the same model, where reasonably available; or
   • a substantially equivalent product, with your agreement, where the original model is no longer available.

   Replacement timing depends on stock availability and delivery arrangements.

   Any replacement supplied under the voluntary two-year warranty receives the benefit of that warranty for the remainder of the original two-year warranty period.

   This does not limit any separate consumer-guarantee rights that apply to the replacement product under the Australian Consumer Law.

   Products replaced or refunded become the property of B & K Holdings (QLD) Pty Ltd once the replacement or refund has been provided.

6. Refunds

   Where a refund is required under the Australian Consumer Law, it will generally be processed using the original payment method.

   A refund will ordinarily include the amount paid for the affected product and any other amounts required to be refunded under Australian law, including applicable delivery costs where required.

   Reasonable return-postage costs will be reimbursed where the product is confirmed to have a fault. Please retain receipts for any agreed return expenses.

   Bank, card-provider and payment-platform processing times may affect when the refunded amount appears in your account after we have processed it.

7. Two-Year H2O Audio Australia Warranty Against Defects

   Warranty provider
   

   This warranty is provided by:

   B & K Holdings (QLD) Pty Ltd
   

   ABN 47 092 133 858
   Trading as H2O Audio Australia
   160 Bluestone Circuit
   Seventeen Mile Rocks QLD 4073
   Australia
   Email: support@fesports.com.au
   Phone: 07 3118 9000

   
   Warranty period

   The warranty applies for two years from the original date of retail purchase.

   Proof of the original purchase date may be required.

   What the warranty covers

   The warranty covers defects in materials or workmanship arising during normal use of the product within its published specifications and intended operating conditions.

   Where a qualifying defect is confirmed during the warranty period, B & K Holdings (QLD) Pty Ltd will ordinarily:

   • replace the product with the same model;
   • provide a substantially equivalent replacement where the original model is unavailable; or
   • provide a refund where replacement is unavailable or inappropriate.

   Where the Australian Consumer Law gives you the right to select the remedy, your statutory choice takes precedence over the remedy ordinarily provided under this voluntary warranty.

   What you must do to make a warranty claim
   

   To make a claim:

   1. email support@fesports.com.au during the warranty period;
   2. provide proof of purchase;
   3. provide the product model and serial number where applicable;
   4. describe the defect and provide reasonable supporting information; and
   5. follow the return or assessment instructions provided.

   You must take reasonable care when packaging a product for return.

   Warranty claim expenses

   Please contact us before incurring return costs.

   We may provide a prepaid return label or ask you to return the product using an appropriate tracked service.

   Where a defect covered by this warranty is confirmed, we will pay or reimburse reasonable return-postage costs. To request reimbursement, provide a copy of the relevant postage receipt.

   Warranty exclusions The voluntary two-year warranty does not cover a problem caused by or arising from:
   • accidental damage, impact, crushing or external force;
   • misuse, abuse or neglect;
   • use contrary to published instructions;
   • use outside the product’s published waterproof or water-resistant rating;
   • use beyond any published maximum depth or intended aquatic activity;
   • exposure to water pressure, chemicals, temperatures or environments for which the product is not specified;
   • failure to comply with published sealing, fitting, rinsing, cleaning, drying, charging or storage instructions;
   • use with an unsuitable or incompatible power source, charger, accessory, device, service or file format;
   • unauthorised modification, disassembly, repair or alteration;
   • normal cosmetic wear that does not affect functionality;
   • loss, theft or misplacement; or
   • normal reduction in rechargeable battery capacity consistent with the product’s age and use.

   An exclusion applies only to the extent that the relevant act, omission or external event caused or materially contributed to the reported problem.

   These exclusions apply to the voluntary warranty only. They do not independently exclude or determine your rights under the Australian Consumer Law.

8. Change-of-Mind Returns

   H2O Audio Australia may accept a change-of-mind return requested within 14 days after delivery.

   This is a discretionary goodwill policy and does not create or limit any statutory right.

   To be eligible, the product must generally:

   • be unused and unworn;
   • not have been exposed to water;
   • be free from marks, damage, odour or signs of use;
   • be in its original, undamaged packaging;
   • include all accessories, charging cables, ear tips, manuals and other components;
   • have any hygiene or product seals intact, where applicable; and
   • be capable of resale as new.

   For hygiene reasons, headphones, earbuds, ear tips or other components that have been worn in or around the ears cannot generally be accepted for change-of-mind return.

   Opening outer packaging does not automatically prevent a return, but the product and packaging must remain suitable for resale as new.

   A request concerning a product that is faulty, does not match its description or was represented as compatible or suitable for a particular purpose may involve rights under the Australian Consumer Law and will not be treated merely as a change of mind.

9. Change-of-Mind Return Options

   Where a change-of-mind return is approved, we may offer, at our discretion:

   • an exchange;
   • store credit; or
   • a refund.

   The available option will be confirmed before the product is returned.

   For change-of-mind returns:

   • original delivery charges are not generally refundable;
   • you are responsible for return postage;
   • additional postage may apply to an exchanged product; and
   • the product remains your responsibility until it is received by us.

   We recommend using a tracked postal or courier service.

   No change-of-mind right under this section affects any separate rights you may have where a product is faulty or fails to comply with a consumer guarantee.

10. Incorrect Choice, Fit, Comfort, Colour or Compatibility

    A return based solely on personal preference, colour, comfort or a customer choosing an incompatible product is generally treated as a change-of-mind return.

    However, a compatibility or suitability issue may be covered by the Australian Consumer Law where:

    • the product does not match its published description;
    • we represented that it would be compatible with a particular device or service;
    • you made a particular purpose known to us and reasonably relied on our advice; or
    • the product is otherwise not fit for a purpose covered by a consumer guarantee.

    We will consider the circumstances of each request rather than automatically treating all compatibility concerns as change-of-mind matters.

11. Data and Content Stored on Returned Products

    Some H2O Audio products may store audio files, playlists, settings or other user information.

    Before returning a product, you should, where possible:

    • remove personal audio or other stored content;
    • disconnect or unpair linked devices;
    • sign out of any applicable services; and
    • restore the product to its factory settings.

    A product returned for replacement or refund may be reset, erased or retained and will not necessarily be returned to you.

    We cannot guarantee recovery or preservation of data stored on a returned product. Nothing in this section limits liability that cannot lawfully be excluded.

12. Products Purchased Elsewhere

    This Policy primarily applies to purchases made directly through the H2O Audio Australia website.

    If you purchased an H2O Audio product from another Australian retailer, you should generally contact that retailer first regarding your Australian Consumer Law rights.

    Where the product is covered by the two-year warranty against defects provided by B & K Holdings (QLD) Pty Ltd, you may also contact us for assistance. Proof that the product was purchased through an authorised Australian retail channel may be required.

13. Processing and Communication

    We aim to process returned products and complete assessments as promptly as reasonably practicable.

    Most assessments are expected to be completed within 5–10 business days after receipt, although some matters may require further testing or information.

    We will contact you using the details supplied with your request if:

    • more information is needed;
    • the product cannot be assessed as submitted;
    • replacement stock is unavailable;
    • no fault is identified; or
    • we need to discuss an alternative resolution.

    Refunds and replacements will be processed after the assessment has been completed and the applicable remedy confirmed.

14. Contact Us

    For return, warranty or product-support enquiries, contact:

    H2O Audio Australia
    Operated by B & K Holdings (QLD) Pty Ltd
    ABN 47 092 133 858
    160 Bluestone Circuit
    Seventeen Mile Rocks QLD 4073
    Australia
    Email: support@fesports.com.au
    Phone: 07 3118 9000

    Please include your order number when contacting us about an existing purchase.

15. Changes to This Policy

    We may update this Policy from time to time to reflect changes to our products, processes, website configuration, legal obligations or business practices.

    Changes apply from the effective date of the updated Policy and will not retrospectively remove or reduce rights applying to an earlier purchase.