Conditions of service and sales

In addition to the mandatory coverage under Australian Consumer Law, our conditions are listed below.

Service

All service work is guaranteed for 12 months. All instruments are photographed upon arrival and you agree that any service will be based upon this photographed condition and the agreed work will be carried out within the constraints of the current condition. We will advise you of any additional work that may need to be carried out and provide a quotation before going ahead with any work not originally requested. We do this to provide you with the best possible service. Please note that strings are not covered for breakage as both new and old strings can break depending upon the way the instrument is played.

Goods 

To return any goods that do not work (dead on arrival), you will need to report this to us within 14 days of receipt of the item and provide some evidence of this and obtain a return authority which will include a prepaid return shipping label. Alternatively, if outside the 14 days, you will need to pay the cost of shipping, but please note we will not accept Items without shipping paid.

For major failure during the 12 months from purchase, then contact us for advice on how to obtain a replacement item. For non-major failures, contact us for advice on repair or replacement.

If you change your mind, you can return the item within 30 days, but you will need to pay for shipping to return the item for either a credit (with free shipping for your next purchase) or a refund (minus the cost of original shipping). The item must be unused and in original condition and securely repackaged to prevent damage. If it arrives in poor condition, we will provide a refund according to its condition and our estimate of its resale value, and advise you accordingly for further advice.

Mandatory Guarantees

Our goods and service come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  * To cancel your service contract with us; and 

  * To a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.