Returns & Refunds Policy
Subject to the requirements of law, Guitar Exchange reserves the right to refuse refund or exchange an item if you change your mind; please consider your purchases carefully.
If your item is found to be faulty due to a manufacturing defect, and is within the manufacturer's warranty period, Guitar Exchange will repair or replace your item. See the Returns Procedure below. In the case that your item is beyond repair or a replacement is possible, we may issue store credit or a refund.
Any items found to be faulty due to abuse, mishandling or any sort of misuse deemed by us, will not qualify for warranty repair or replacement.
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 for compensation for any other reasonable 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.
To return an item for warranty assessment, the following procedure must be followed. We reserve the right to refuse the return of any item that does not comply with this procedure.
- E-mail us at email@example.com to notify us of the faulty item. Include your name, phone number, order number, product brand & name and fault description.
- We will reply to you within 3 working days. If your return is approved, we will give you return details and the return address. This address may be Guitar Exchange, the authorized repairer or other authorized third party. We may also request further information to process the return.
- Freight costs are to be paid by the customer, and cannot be refunded.
- Every returned item must be undamaged, unused and in as-new condition, in its original packaging, with all accessories included, if applicable.
Please contacts us at ‘firstname.lastname@example.org’ or call 07 5428 2299 if you have any further question regarding our policies or wish to enquire about specialized shipping such as express deliveries or in-store pickup.