Refund policy

Return Policy

Your satisfaction is our priority. We always recommend chatting with our team of experts before buying, whether it's in-store, online, or over the phone, so you're confident in your purchase. That said, we understand that sometimes things don’t work out, and we’ve got a straightforward return policy in place to help take the stress out of the process.

If you decide you’d like to return an item, we always suggest getting in touch with your Sales Rep as soon as possible. You can also give us a buzz on the phone or via live chat on our website.

Most brand-new items can be returned within 14 days of delivery, so long as the original packaging has been kept and the product has no cosmetic damage or faults. Most second-hand, used, B-stock, and demo gear can be returned within 3 days of delivery, however they may be subject to a restocking fee. This will be judged on a case by case scenario.

If your order arrives damaged, defective, or not quite right, please get in touch with us immediately. In most cases, we’ll issue an RA number (Return Authorisation) to help fast-track the return.


Warranty Returns

Products that arrive faulty or develop a fault during the warranty period will be handled in line with Australian Consumer Law (ACCC) guidelines. You're entitled to a replacement, repair, or refund if an item is faulty, not fit for purpose, or doesn’t match the description. If you believe your product is covered by warranty, please contact us as soon as possible with details of the issue and your proof of purchase, we’ll guide you through the next steps.

 

A few extra things to note:

  • Unboxed amplifiers are subject to a 20% restocking fee.

  • Restocking fees may also apply on a case-by-case basis depending on the nature of the return.

  • Some items aren’t returnable due to hygiene, copyright, or consumable reasons. These include (but aren’t limited to):

    • Guitar/bass strings

    • Amp tubes

    • Previously installed pickups or speakers

    • Opened or used drum heads & sticks

    • Cleaning products

    • Software, books

    • Microphones, harmonicas

    • Earplugs, earbuds, headphones

    • Anything designed to go in your mouth or ears

    • Brass and Woodwind products

    • Bundled items with software (MIDI Keyboards, DJ Controllers etc)

Returns for premium second-hand gear are subject to review, due to the risk of fraud or potential damage during return shipping. Not sure if your item qualifies? Just give us a call.

Special order items (products we don’t normally stock or items we’ve ordered specifically for you) require a non-refundable 40% deposit.

Items marked Clearance (Final Sale) have been heavily discounted and are not eligible for return, exchange, or refund. If you have any questions about Clearance (Final Sale) items, don’t hesitate to reach out to our team via live chat, email, or phone. The only exceptions to this are if your item is faulty, damaged, or not as advertised, just make sure you contact us within 3 days of delivery.

For any returns or cancellations that don’t meet the above criteria, a 20% restocking fee will apply, along with any additional shipping charges.


Just a heads-up:

Not every minor blemish or cosmetic imperfection can be shown in product images. For that reason, we always recommend chatting with a sales rep before purchasing, whether that's in person or online.. Cosmetic issues that occur during production may not qualify for a refund or exchange, but we’ll always review your case fairly.