We understand that on occasions, you may need to return goods for a refund, or exchange goods for something else – You may be purchasing a gift for a loved one, or perhaps over estimate your requirements, grab the wrong size drum head etc -it happens!

We’ll happily exchange stocked items within 7 days, if they are returned in the condition that they left the store on the date of purchase, with all original packaging & factory accessories. Unfortunately due to our rapid re-ordering cycles, unless previous approval for an extended grace period is granted, we cannot extend this period – and any extension will be stated in the comments field of your receipt. 

There are certain things that due to licensing, hygiene & copyright restrictions we cannot exchange or refund, such as microphones, headphones, earphones, harmonicas, woodwind reeds & mouthpieces, sheet music, software & some technology products. This also means we are unable to offer in store testing of these products. Don’t worry, we’ll make you well aware of this at the time of your purchase, to ensure that you understand and are aware.

In accordance with the guidelines set out by the ACCC, we do not have to offer a refund or exchange if goods are soiled, returned without original packaging & accessories, nor if you simply change your mind. Any goods that we order from a manufacturer on your behalf are not able to be returned for refund or exchange. More on that here at our Customer Orders section.

In order to assist us with processing your refund or exchange, you will need to retain your original purchase receipt. Be mindful that some bundled offers may require the return of all components, or adjusted individual values in order to reflect the true value of that item within the individual bundled offer.

Goods originally purchased with cash to be refunded, under the value of $100 will be refunded in cash, however any purchases over $100 will be made via EFT, and may take 24 hours to be processed at our end. Goods purchased with either EFTPOS, Direct Debit card, Visa or Mastercard up to the value of $1000 will be refunded onto the original card used to purchase the goods, but goods cannot be refunded to a different card type (for example, purchases made with a VISA card cannot be refunded to an EFTPOS or direct debit card) and any card purchases over $1000 which need to be refunded will be completed via EFT, again allowing 24 hours for the payment to be processed at our end. Be aware that after any EFT payments are processed at our end, you may still need to allow time for your financial institution to process the payment at their end, and for the amount to be available.

What can be returned?
Items approved for return for repair/replacement/refund are limited to goods which are either dead-on-arrival (delivered faulty) become faulty during their warranty period, or incorrectly supplied (wrong model or colour) Due to our rapid restocking model, designed to minimise time goods are out of stock, we do not offer returns for "change of mind" unless individually arranged prior to purchase.

When do items need to be returned by?
Any claims of goods received being "dead on arrival", "damaged in transit" or "incorrect item shipped" must be raised with 24 hours of receiving the goods (ie: signing for delivery)  Warranty claims must be lodged within the warranty period of that individual item - bad news doesn't get better with time!

Where do items need to be returned to?
Any items approved for return must be addressed to:
Modern Musician 23 Brisbane Street, Hobart, Tasmania 7000.

How do customers return items?
Items can be returned in person, or by courier, and must be accompanied with either a copy of your receipt, or printed email correspondence if applicable.

Shipping for returns
Any items returned and approved for refund / exchange must be done so at your cost - exceptions are when goods are delivered dead-on-arrival, or incorrect goods are supplied.

Packing materials
Any items being returned for exchange or refund, MUST be returned in original shipping carton with all original packaging & accessories.

We understand that on occasions, you may need to return goods for a refund, or exchange goods for something else – You may be purchasing a gift for a loved one, or perhaps over estimate your requirements, grab the wrong size drum head etc -it happens!

Every now and then something goes wrong – you may be unlucky enough to receive your item DOA (dead on arrival), or more likely, something unforeseen occurs during your warranty period.

Each individual manufacturer stipulates the ins & outs of the warranty terms for their products, and again, they must comply with the ACCC.

In the occurrence of any issues during your warranty period, we’re always your first port of call! If you find yourself either living interstate or away for a prolonged period of time, we can arrange inspection & facilitate processing your claim at worst, at your nearest capital city.

You’ll need to keep a legible copy of your original purchase receipt, either printed or digitized– ask us about emailing your receipt at your time of purchase to make life easier for all parties involved.

Unfortunately warranty claims cannot be processed without your purchase receipt – due to recent software migration, we can no longer access all of our historical sales beyond 1^st January 2015.

Bank statements showing transactions, without any other supporting documentation unfortunately do not constitute proof of purchase, as they don’t provide sufficient details as to the goods that were purchased.

The following diagram is designed to assist you in understanding the warranty repair/replacement process, and why we require your assistance and patience at times in order to achieve the desired outcome.

• Goods fail to perform or become faulty

• Contact us by either phone, instore visit or preferably, email, with a detailed fault description, so that we can use our diagnostic wisdom to troubleshoot any potential unrelated issues that could be causing your problems

• Once satisfied that the fault is sufficiently diagnosed, we’ll raise an internal RA (Repair authority) reflecting your detailed fault description, to ensure that we fully understand your issues, and to make any repairs as thorough and efficient as possible

• We then contact the importer and/or manufacturer to report your issues, and lodge an external RA (repair authority request) by providing a copy of your purchase receipt, as well as the detailed fault description that we crafted from your notes.

• Your application will then be assessed and checked against that items warranty terms, and likely deemed approved, or in some rare situations, denied.

• The manufacturer and/or importer will then issue the repair authority, and advise us of the location of their service centre – most brands offer local (greater Hobart area) service agents, but some require your item(s) to be sent interstate for inspection and subsequent repairs.

• Upon inspection and confirmation of the faulty, your item will either be repaired, or replaced at the manufacturer and/or importers discretion –

• Upon receiving the repaired/replaced item back instore, we’ll either test the unit ourselves prior to contacting you to let you know the item is back from service, or more likely, we’ll encourage you to thoroughly test the item for faults either in our store prior to leaving with the repaired goods, or within 7 days from collection.

At all times we will act with the best intentions, and as an advocate for you – we get no joy from disgruntled customers who’s warranty claims are refused, trust me. In the rare occurrence that your warranty claim is refused by the manufacturer and/or importer, we’ll happily provide records of all of our emails and documentation, as well as the contact details of those companies & employees who ultimately decide whether or not your warranty claim is approved. You can find the ACCC policy on warranty claims here, and contact them directly, however we strongly recommend that you attempt to resolve your grievances in the suggested order, as they’ll likely encourage you to do the same.

The most common reason for warranty claims being refused are usual due to poor overall condition of the item, which normally reflects lack of care and maintenance, or overuse, as well as late reporting of the faulty (for example, a cracked cymbal) where the accumulated damage doesn’t allow for accurate diagnosis of the cause of the fault. Bad news doesn’t get better with time, so the sooner that you report the goods as not performing, the sooner we can get your issues rectified and you can get back to making music, or whatever you kids call it these days!

Here at Modern Musician, we all have fond memories of those “She will be mine, oh yes, she will be mine” moments of admiring the instrument of our dreams, only to come in one day with the cash to find that someone else has snapped up your beloved, and that you can no longer get that item. It really sucks. That’s why we like to offer the option to layby. Unfortunately for some items (selected clearance items, consignment items and some products that attract rebates or redemptions) we are unable to extend the offer of layby. We request a 20% deposit to kick things off, and require at least monthly instalments, but the more frequent the merrier. We offer 3 calendar months to complete the purchase (for example, if you pay your deposit on the 4^th of January, you have until the 4^th of April to make your final payment), and can happily help you manage your payments by helping calculate weekly instalment, and even setup credit card auto-billing at your request – just ask!

We also understand that sometimes situations change – should life happen, and unforeseen circumstances occur, you can talk to us about extending the period of your layby, but be mindful that this is the exception and not the rule, and may be subject to individual approval, and may incur additional stock keeping fees.

LAYBY CANCELLATIONS

It’s happened to all of us – an unexpected bill or change in personal circumstances can leave us unable to meet financial commitments, and the non-essentials are the first to go out the window.

That’s why we’re happy to offer to refund your entire deposit for any laybys cancelled within 7 days of the first payment. Unfortunately due to our rapid stock replenishment, and additional storage and stock keeping costs, any laybys cancelled after the 7 day grace period will incur a restocking fee of 20% of the total purchase price, but rest assured that any additional payments will be promptly refunded, in accordance with our refund policy, which can be found above in our refunds & exchanges policy.

The team at Modern Musician are excited to help facilitate you finding the item that you’re salivating over, which may involve placing a special order with a warehouse or even a custom build directly with the factory. For any standard off the shelf customer order, we’ll require a minimum 20% deposit to action your order – until this is paid any quote or enquiry will not be actioned.

Spare parts, Factory special orders, sheet music and items deemed esoteric will attract a higher deposit percentage, and in some cases we’ll ask for payment in full. Don’t take this as that we don’t trust you – it’s just to cover our butts in a worst case scenario.

Upon receipt of the goods into our store, we’ll notify you by either SMS, phone call or email at your preference, and can even forward the goods via courier if you’d like – just ask! We ask that you collect your goods within 14 days of them arriving instore, but we’re happy to convert your order to a layby if arranged prior to placing the order.

We’ll endeavour to provide regular updates on the ETA of your goods, and notify you of any unexpected delays in supply so that you’re always in the know.

Our 'same day dispatch for orders placed before 1PM' guarantee applies only to items in stock and shipping from our Hobart store location. Items listed as 'In Stock At Warehouse' are in stock at a third-party location and are not in stock at our Hobart store, and as such may take longer to ship. In some cases, items that are in stock at our Hobart location will still ship from a third-party location for logistical reasons - for example, if the warehouse is in the same state as the delivery address. In these situations, you will be notified.

SPECIAL ORDER CANCELLATIONS

Once goods are ordered with the supplier and/or factory, orders cannot be cancelled without incurring restocking fees, which are explained below. Exceptions to this are if goods are backordered (out of stock with importer/factory) for prolonged periods of time, or if the incorrect item, or damaged goods are supplied. In these extraneous circumstances, you will be eligible for a full refund of the deposits paid to that point in time, again in accordance with the payment processing methods outlined above in our refund & exchange policy.

We no longer have the capacity to facilitate consignment sales or trade-ins.

If you're a Hobart local, we recommend that you contact Jake @ Classic Guitars & Amps:

We love and value our Tasmanian customers, and in return we offer free shipping throughout Tasmania for orders where the cart value is over $100. Unfortunately, there are some exceptions to this. When items are too big & bulky, or in a remote location these orders will incur a shipping charge. For items that are over 28KG, you will see a shipping estimate on the product page and cart page. For remote locations, please contact us before shipping and our logistics manager will arrange a shipping quote for you.

We may collect the following information:

• Name and Job Title

• Contact information including Email Address

• Demographic information such as Postcode, Preferences and Interests

• Other information relevant to Customer Surveys and/or offers

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.

• We may use the information to improve our products and services.

• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

At Modern Musician, we take all reasonable steps to keep secure any information which we hold about you. Personal information may be stored both electronically on our computer system, and in hard-copy form. Firewalls, 2048 Bit v3 SSL encryption, passwords, anti-virus software and email filters act to protect all our electronic information.

We do not store credit card information, we securely submit credit card information to our bank for processing. 

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We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

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You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

You may choose to restrict the collection or use of your personal information in the following ways:

• Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.

• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us through our LiveChat or sending us an email at team@modernmusician.com.au

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.