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Return Policy


If you wish to return any product, it must be arranged by e-mail on troy@troymusic.com.au and you must supply the following details:

  1. Your order number (located on your invoice)
  2. Payment Method
  3. Order date
  4. Receiving date
  5. Product code/SKU & product name
  6. The reason why you want to return it

Refunds will only be for the value of the product. You will not receive a refund for the shipping costs which is included on the original invoice, nor the shipping costs you incur in returning the item to us.

The following items are returnable only if defective, unopened or unused ie: strings, reeds, tubes, earplugs, recorders, tin whistles, wind instruments, "world" wind instruments, harmonicas, drumheads, drumsticks, clothing/footwear, cleaners, polishes, and polishing cloths. Software/soundware, CDs, & DVDs may be returned for credit only if they are in their original sealed packaging. If defective, these items will only be exchanged for the same product.

All returned products must be in the condition that the customer received them in, in the original packaging and complete with all accessories such as cases, straps, cables, care kits, certificates of authenticity, warranty cards, manuals, and any materials that was originally shipped with the instrument. The products must be in BRAND NEW condition, showing no signs of wear or tear such as belt buckle or pick scratches, scuffs, dings, or scrapes on the instrument.

 

Satisfaction Guarantee Returns

All shipping costs for satisfaction guarantee returns must be covered by the buyer. Troy Music will not be responsible for the shipping cost. All returns must be sent to the return address as provided by Troy Music.

 

Warranty and Defective Goods Returns

Australia Post deliveries: Once you have informed us of a defective product, with the required information, we will email you a PDF Australian post label that you must print out and attach to your parcel. Then all you have to do is drop off your parcel at the nearest Australia Post outlet and we will take care of the rest.

Large item Deliveries:  Please contact us and we will organize an alternate pickup.