Refund policy

Last updated: June 18, 2026

At Music Centre we want you to be completely happy with your purchase. This policy explains your rights when returning a product, alongside the rights you have under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes those rights.

Your rights under the Australian Consumer Law

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These consumer guarantees apply regardless of the change-of-mind terms set out below.

Change of mind returns

If you simply change your mind, we’re happy to offer a refund, exchange or store credit provided all of the following conditions are met:

You contact us to request a return within 30 days of receiving your order.
The item is returned unused and in its original, undamaged condition, with all original packaging, manuals, accessories and any protective seals or wrapping still intact.
The returned item reaches us within 10 business days of your return request being approved.
You can provide proof of purchase (your order number or receipt).

Please note for change-of-mind returns:

You are responsible for return shipping costs, and we recommend using a tracked and insured service, as we cannot be responsible for items lost or damaged in transit back to us.
A restocking fee of up to 15% may apply to cover the original outbound shipping and handling costs. We’ll always confirm any applicable fee with you before processing the return.
Refunds are for the cost of the goods and exclude any original shipping charges.

Items that cannot be returned for change of mind

For health, safety, copyright or practical reasons, the following cannot be returned for change of mind (this does not affect your rights if an item is faulty):

Hygiene-related items once opened or used (e.g. earplugs, in-ear monitors, harmonicas, woodwind/brass mouthpieces, reeds).
Software, plugins or any product supplied with an activation/registration code once the seal is broken or the code has been redeemed.
Sheet music, books, CDs, DVDs and other copyable media.
Strings and consumables once opened.
Second-hand, ex-display, clearance or “as-is” items.
Special orders or items ordered in specifically at your request that we do not normally stock.
Gift cards.

Faulty, damaged or incorrect items

If your item is faulty, damaged in transit, or not what you ordered, please contact us as soon as possible (and within 24 hours for transit damage) with your order number and photos of the issue.

Where there is a minor failure, we may repair the item or arrange for it to be repaired within a reasonable time. Where there is a major failure, you may choose a refund, replacement or repair. We will cover reasonable return shipping costs for verified faulty or incorrect items.

Items damaged through misuse, abuse, accident, unauthorised modification or normal wear and tear are not considered faulty and are not covered.

Warranty

All new products are covered by the Australian manufacturer’s or distributor’s warranty, unless otherwise stated. Warranty periods and terms vary by brand and product. Warranty claims may need to be assessed by the manufacturer or their authorised service agent, which can take additional time. We’ll keep you informed throughout the process.

How to start a return

Email sales@musiccentre.com.au or call (02) 4325 4900 with your order number and the reason for your return.
We’ll confirm whether the item is eligible, any applicable fees, and the return address.
Once we receive and inspect the returned item, we’ll process your refund, exchange or store credit.

Refund processing

Approved refunds are issued to your original payment method within 2–5 business days of us receiving and inspecting the return. Please allow additional time for your bank or card provider to post the funds to your account.