Shipping & Returns Policy
Any item with ‘Free Shipping’ stated on an icon or within a description on a product page ships to all metropolitan areas for no charge. If ‘Free Shipping’ is not specified in the description or displayed on an icon on the product page, that product does not fall under our free shipping policy and the customer will bear the cost of shipping. If a product page or catergory page specifically states that the 'Free Shipping' policy does not apply to the product/catergory in question then that policy does not apply, if 'free shipping' is an option within the shopping cart, the customer will bear the cost of freight in this situation.
Free Shipping is not available to regional or remote locations, as deemed by us. To find shipping costs, please use the freight calculator located on the checkout page or contact us via email at ‘email@example.com’
We reserve the right to withdraw our free shipping policy at any time.
Flat Rate Shipping
All orders priced at or under $50 at the checkout will incur a $10 flat rate shipping fee.
Discounted freight may be available for large orders. For a custom freight quote, please contact us prior to checkout.
Dispatch policy and shipping addresses
Orders will be dispatched from Morayfield, QLD by Australia Post or specialized couriers. Some orders may be dispatched directly from our supplier in order to maximize efficiency; you will receive an email from one of our team members if this applies to your order. Please allow up to 2-3 days for dispatch and 2-8 working days for delivery. Orders are covered by transit insurance. It is your responsibility to supply us with your correct shipping address. Couriered items cannot be sent to PO Box addresses.
Items sent by courier are delivered during business hours and require a signature for confirmation of delivery. If you work during business ours we recommend you nominate a work address for items to be delivered to. If there is no one to receive a package at the delivery address when the courier attempts delivery, you may be charged a re-delivery fee.
Before checking out, please check that the shipping address is valid, and you provide your best contact details. To ensure that there are no errors with order contents and shipping details we will contact you prior to dispatching any orders. If we cannot confirm you’re order with via phone or email, it will not be dispatched.
Items damaged in transit
Please do not sign for a package if you suspect it is damaged. Once a package has been signed for, it is therefore no longer the courier’s responsibility. Please contact us immediately on 07 5428 2299 or email us at ‘firstname.lastname@example.org.’ In order to amend the situation efficiently please describe or take photos of the damage and attach them to email you send us, in addition to this please include your full name, phone number and order number. All claims will be dealt with on a case-by-case basis.
Guitar Exchange will endeavor to provide you with tracking details (consignment numbers) on any orders placed with us, however please keep in consideration that not all orders may be provided with tracking numbers.
Request for additional identification
In order to protect our customers from fraudulent purchases, some high-value orders may require additional identification to confirm payment details before the order is processed. You will contacted via phone or email if this applicable to your order. We thank you for your understanding during this process.
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.