Returns Policy

WHAT can be returned?

All Goods may be returned to the store in new condition and include all original packaging excluding Microphones and Headphones. Due to Hygiene laws, microphones, ear plugs and Headphones cannot be returned to the store for either refund or store credit.

WHERE do items need to be returned to?

Returns can be sent to the store at 2/55 Malvern st Bayswater Vic 3153. 

WHERE do items need to be returned to?

Prior arrangement made with the store will arrange for RA return number, and all associated contact details for the customer.

HOW do customers return items?

Prior arrangement made with the store will arrange for RA return number, and all associated contact details for the customer.

SHIPPING for returns?

Return shipping costs are the responsibility of the purchaser if goods are returned due to incorrect item purchase, or change of mind. Return shipping labels are available from the store at a cost of $12 however. Items damaged in transit or deemed faulty on arrival will be returned at the cost of Music Factory Direct.

CREDIT for returns?

Items returned to the store will receive a store credit for future purchase. Store credit will be a refund of the initial purchase less initial postage costs. In some cases of 3rd party web purchases, credit may also have a restocking fee and costs of sale charges deducted.

Instore return option?

Goods again may be returned in person to Music Factory Direct. 2/55 Malvern st Bayswater Vic 3153T. The store is open Monday-Friday 10am to 5:30Pm Saturday 9:30am to 5pm.

Packing materials?

All returns must include all original packaging in new condition to be eligible for a store credit. If your item is damaged in transit you must contact us by phone within 24hours of delivery or courier company may void claim.

We will then give you a Return Authorization # (RA# again may be returned in person to Music Factory Direct. 2/55 Malvern st Bayswater Vic 3153) so you can return goods immediately to us. If your product is not as described or does not operate normally, please email us at sales@musicfactorydirect.com.au for a Return Authorization number (RA#) within 7 days from the date you received the product.

Returns must be received by Music Factory Direct within 14 calendar days from the date the RA# is issued. Products received later than this date will not be accepted for return. Items must be packed well - protecting the manufacturers carton.

Include  either your invoice or a copy of your invoice in the carton. Print the RA# on the shipping carton. Packages without an invoice and visible RA# will not be accepted. Customer is responsible for cost of return shipping (unless otherwise arranged). Use the most convenient means of shipping. 

In the event of goods being damaged or faulty on arrival, a replacement product will be supplied unless item is not in stock in which case a refund is provided (unless otherwise arranged). In the event of a warranty claim, the decision of goods being repaired or replaced is made by the manufacturer or wholesaler. 

Please note that shipping and handling fees are not refundable. In some instances guitars may not be covered by transit insurance unless shipped in a hardcase.