Refund policy
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or store credit 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.
Returns Procedure
To return an item, and so we can serve you best, the following procedure must be followed. We reserve the right to refuse the return of any item that does not comply with this procedure.
1. Item(s) must be unopened, unused, in their original packaging, with all included accessories, if applicable, and must not be damaged in any way.
2. To initiate a return, email us at info@harpersmusic.com.au within thirty (30) days of taking delivery of your product. Please include your name, best contact phone number, invoice number and product name. Where there is no proof of delivery, delivery date will be assumed to be four (4) business days from the date of dispatch.
3. Item(s) must be received by Harpers Music within ten (10) business days of the date you lodge your return request. Freight costs will be at your expense. Returned items will remain your responsibility during transit. Harpers Music will not accept liability for damage that may occur during transit. Please pack your returned item(s) carefully.
4. After receiving the returned item(s), Harpers Music will issue an exchange or store credit according to your preference. A restocking fee to cover shipping costs to you originally may apply.
Items which cannot be returned
If an item is designated as a “consumable” and has been opened in any way, then by law we cannot accept a return on it. This includes, but may not be limited to: guitar strings, reeds, clothing items, spare parts, straps, and any cleaning/maintenance accessories.
No returns will be accepted for opened/used items operated by your mouth - this includes all brass and woodwind mouthpieces, harmonicas, kazoos, and anything else to which this applies.
Warranty Assessment
If your item is found to be faulty due to a manufacturing defect, and is within the manufacturer's warranty period, Harpers Music will repair or replace your item. If your item cannot be repaired or replaced, we may offer you a store credit or issue a refund.
Items found to be faulty due to abuse, mishandling or any sort of misuse will not qualify for warranty repair or replacement.
To have an item assessed under warranty, and so we can serve you best, the following procedure must be followed. We reserve the right to refuse the return of any item that does not comply with this procedure.
1. E-mail us at info@harpersmusic.com.au to notify us of the faulty item. Include your name, best contact phone number, invoice number, product name and fault description.
2. We will reply to you within two (2) working days. If your return is approved, we will give you return details and the return address. This address may be Harpers Music, the authorised repairer or other authorised third party. We may also request further information to process the return.
Policy Updates
Harpers Music reserves the right to modify or update this returns policy at any time without prior notice. Customers are encouraged to review this policy periodically on our website to stay informed of any changes. The most current version of the returns policy will supersede all previous versions and will be effective immediately upon being posted. Your continued use of our services and products after any modifications to the policy constitutes your acceptance of the updated terms.