Returns, Refunds & Exchanges

We get it — sometimes the guitar you thought was *the one* just doesn’t feel quite right in your hands. As musicians ourselves, we understand that finding the right instrument is a deeply personal thing.

That’s why we offer a 14-day change of mind return policy on most items (excluding custom orders and builds). If your new instrument isn't quite clicking with you, we’ll happily offer a return, exchange, or refund — no stress. Just contact us within 14 days of receiving it. 

Need Help?

If you’re unsure about a purchase or something isn’t quite right, please get in touch with us. We’re always happy to chat and help you make the best choice — before or after your order.

When Can You Return an Item?

You’re entitled to a refund, exchange, or store credit if the product you receive is:

• Faulty
• Significantly different from what was shown, advertised, or described
• Not performing as reasonably expected

If that’s the case, just contact us and we’ll sort it out quickly and fairly.

Repairs & Warranty Returns

If something goes wrong with your gear after the 14 days, don’t stress — we’ll do our best to repair or replace it, or help you find a trusted workshop close to home. We handle each case individually and always aim for a fair outcome.

If your item arrives dead on arrival (DOA) or fails completely within the first 30 days, we’ll offer an automatic replacement and cover all the postage costs — no fuss. 

Items That Can’t Be Returned

While we want to keep things easy and fair, there are a few things we can’t take back, including:

• Custom-made instruments or builds
• Software or items involving copyright/IP (e.g., publishing, digital downloads)
• Opened consumables like strings, reeds, or cables
• Items that have been used in a way that presents a health risk (e.g., harmonicas, mouthpieces, in-ear monitors)

Terms & Conditions

Our 14-day return offer is available once per customer and is handled on a case-by-case basis — we just ask for a little understanding and fairness. If you do return an item, any shipping costs will be deducted from your refund.

That said, we’re musicians too, and we genuinely want you to love what you’ve bought. If something’s not right, we’ll do our best to sort it out. And if we can’t, we’re always happy to chat about a refund in line with ACCC guidelines.

Let’s Make It Right

Your satisfaction is our priority — and we’ll do everything we can to ensure you end up with an instrument you love. Use the form below to start a return or exchange, and we’ll be in touch with next steps.

→ Start a Return or Contact Us