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At Big Music we aim to be the best and fairest musical instrument retailer in the country.  We understand that choosing an instrument online can seem daunting and we want you to have complete peace of mind when buying from us.  And we want you to be delighted with your purchase.  

That’s why we are proud to offer a unique 30 DAY MONEY BACK GUARANTEE on all products purchased through our online store.

So if you aren’t satisfied with your purchase for any reason then you can return it for your choice of a refund, credit or exchange – no questions asked.


To return a product you must first contact our Online Support Team within 30 days of receiving your item on 1300 55 24 20 or to request a RETURN AUTHORISATION. 

You must ensure that your goods are returned:

  • As new, in perfect original condition with no signs of use - including all original packaging
  • Complete with all accessories, manuals, literature and unused warranty cards
  • With seals fully intact (if originally supplied in a sealed box)
  • With our RETURN AUTHORISATION NUMBER printed clearly on the return shipping label
  • Using a trackable shipping method such as Australia Post eParcel
  • Carefully packaged and shipped back to us at: Big Music, 85 Alexander Street, Crows Nest NSW 2065

We reserve the right to charge a restocking fee of up to 25% of the original selling price if your return does not meet any of these conditions.

Some items cannot be returned for health and hygiene reasons, or because they require a unique registration code and cannot be re-used or re-sold. Specific examples of non-returnable items include: 

  • Woodwind instruments (e.g. recorders), ear plugs, harmonicas
  • Unsealed headphones and microphones
  • Unsealed software, audio interfaces, MIDI keyboards and similar products that require a unique serial number or activation code
  • Discontinued, run out sale items, items specifically marked as Open Box, Demo, Second hand, B-Stock or 'scratch and dent' stock or any other item specifically marked as NO RETURNS.

Freight charges paid are not refundable.  If your item was sent as FREE FREIGHT, then our actual freight cost will be deducted from your refund / credit amount. 

Our return policy is not a "try before you buy" service and we reserve the right to reject returns from individuals that have a history of repeated returns or abuse of this policy.

If you have any questions about our returns policy please contact our Online Support Team on 1300 55 24 20.