RETURNS & REFUNDS

RETURNS

 
With Big Music you can shop with confidence, knowing that we accept returns for any reason within 30 days of the original purchase date. Whether you shop online or in our store, if you are not satisfied with your purchase you may return it to us for your choice of a refund, credit or exchange. It is important to note, however, that some exceptions and restocking fees may apply, as explained below.  
 
Proof of purchase is required for all returns and you must ensure the goods are returned to us in "as new" condition including all original packaging, manuals and other inclusions.  
 
If you think the product is faulty or defective, please review our Warranty policy and claims process. For returns not covered by warranty, you are responsible for the return shipping costs and ensuring the product is safely returned to us.
 
Restocking fees may apply as follows:
 
  • Online Purchases: a restocking fee to cover our shipping costs, including the original outbound shipping costs if the product you are returning was shipped to you for free.
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  • In-Store purchases: a restocking fee up to $100 or 10% of the purchase price (whichever is less) may apply if you have unboxed the product after leaving the store, or chosen a product that was on display (not in a box) and had the opportunity to play and test it before leaving the store. This contributes to our costs to check, clean and present the product again for sale.  
 
If goods are damaged: A restocking fee of up to 25% may apply at our discretion if the goods and / or original packaging are returned to us with damage including marks, scratches or anything that results in the product being in less than "as new” condition. Big Music is not liable for goods that are lost or damaged during the return transit from you to us.  
 
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  • REFUNDS

 
Please note that refunds can take up to 3 business days to process, after the goods have been returned to us. Therefore it may take3-5 business days before you see it in your bank account, credit card or PayPal account. You will be notified by us via email that a refund has been approved and actioned. Refunds may only be processed using the same payment method you used to make the purchase.  
 

 

EXCEPTIONS

 
Some new products cannot be returned for health and hygiene reasons, or because for some other reason they cannot be re-used or re-sold.
 
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

Special and customised orders

 
Care must be taken when purchasing products specifically marked as Discontinued, Open Box, Demo, Second hand and B-Stock. We will not accept returns on the basis of a defect where that defect was disclosed at the time of purchase.
 
Our Returns Policy is not an unlimited "try before you buy" opportunity 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 us on 1300 55 24 20.

 

RETURNS PROCESS

 

Step 1

Complete our Exchange & Return Form and include it when you return the items.

 

Click here to downloand the form:

EXCHANGE & RETURNS FORM (PDF)


Step 2

Place your item(s) and completed form back in the original packaging and re­seal the packaging ready for shipping.

 

Step 3

Attach a new posting label and post the parcel at any registered post office.

This must be madeusing a trackable shipping method such as Australia Post, Startrack, TNT etc.

Or you can bring the product back to our store in Crows Nest.

 

Step 4

Forward the details of the courier service & tracking number of your online return, plus any additional information to webstore@bigmusic.com.au

 

Step 5

Allow 3 to 5 business days for us to process the refund or exchange, after receiving the returned goods.

When processing an exchange, if the item you require is out of stock, a refund will be issued if an alternative cannot be provided.

 

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