Return & Refund Policy
Online Orders
We Know Online, you are Buying Sight unseen so, Our products are backed by our 30-Day Satisfaction Guarantee. Our commitment to you is to ensure that you are completely satisfied with your purchase.
If at any time within 30 days of receiving your order, you are not 100% satisfied, you may return it to us for a refund, exchange or credit. Items that have been opened may be accepted back at our discretion, however a restocking fee may apply. Unfortunately we cannot accept returns of some items (such as earphones, reeds, mouthpieces etc) for health reasons. Any items damaged due to reasons not covered under warranty cannot be accepted back for refund under our 30 Day Easy Returns policy. It's the customer's responsibility to get the purchase back to us and associated shipping fees are not refundable. Returns must include any products bundled with the purchase (such as a bonus item or voucher). Returned items must be in original, brand-new, Unused, condition, showing no signs of wear or use such as belt-buckle or pick scratches, scuffs, dings or scrapes on the instrument or collateral materials. Items must also include all original packaging, manuals, warrantees and accessories or your return may be subject to a return handling charge.
Your refund will be promptly processed upon successful evaluation of your returned item from our trained category professionals. Refunds are made for product value only, excluding shipping and handling charges. If you received Free Shipping on your order, the value of the uncharged shipping cost will be deducted from your refund.
Exceptions
There are no returns on clearance, discontinued, vintage, demo and select used items. Additionally, the following items are returnable only if defective OR unopened - strings, reeds, tubes, earbuds, earplugs, recorders, tin whistles, flutophones, "world" wind instruments, harmonicas, drumheads, drumsticks, sheet music, cleaners, polishes and polishing cloths. Software/soundware, books, CDs, DVDs, and videos may be returned for credit only if they are in their original, sealed packaging. All returned woodwind and brass instruments incur a $10.00 sanitization fee. Returned bows are assessed at $6.00 return handling charge. Returned mouthpieces priced over $300 incur an $12.00 sanitization fee; the fee for mouthpieces under $300 is $8.00. Stringed instruments priced at $1999.00 or more, must be returned within 10 days of shipment. There are no refunds on any additional work carried out, at the buyers request, ie, but not limited to, wiring and pot upgrades, instrument setup upgrades, change of strings. or any other such modification, that was not included in the original Product.
What if there are Flaws in the finish of my Instrument ?
All manufacturers have their own tolerances for every aspect of their product. These tolerances are applied to a range of soft wood, hard woods, metal, paint, varnish, and many are hand made. With all these variables in mind, it is common for instruments, ( guitars , violins etc ), to have varying degrees of finish quality. Manufacturers have quality control tolerances that allow for small finish issues, such as colour flake small bubbles, pits or minor varnish inperfections. We at Angkor, check every instrument before sending it out, including checking for any blemishes in finish, that may fall out of accepted tolerances, and will withold an instrument, should it not meet our standards of quality. Any returns for minor inperfections, will be sunject to a restocking fee and if the item received free postage, the postage fee will be deducted from your refund.
Layby
If a customer wishes to cancel their lay-by agreement with ANGKOR MUSIC, ANGKOR MUSIC reserves the right to recoup the following expenses:
- STORAGE CHARGE - $50.00
- ADMINISTRATION FEES - $150.00
Under normal circumstances, the above charges may equal a minimum of 10% of the selling price of the goods.
Special Orders and Pre Orders
Important: terms and conditions of our in-store or online Special Orders service
Special orders are orders that are specifficaly ordered in for your requirements. Carefully check and confirm all items, and quantities, before placing an order.
For retail customers ( if you are not a school or teacher ) the following require payment in full when you place your order: purchases under $500; custom made products; and delivery services. Purchases over $500 require a deposit of $500 when you place the order, and the balance is payable before the goods are collected or delivered.
Delivery (if applicable)
If delivery is offered by Angkor Music, a charge for delivery to your home or premises may apply. Angkor Music will give you an estimated delivery date/time in good faith but, subject to any rights you have under the Australian Consumer Law, we are unable to accept liability for delay in delivering the goods which is beyond our reasonable control (e.g. if stock is unavailable), except to the extent that any loss or damage is directly attributable to our negligence, wrongful act or wilful misconduct. If the goods have not been delivered within a reasonable period of time from purchase, you may cancel the order and request a refund.
Collection
If goods are being collected, please collect them within 10 days (Schools and Teachers with an Angkor Music Account ) or 30 days (retail customers) after we inform you that they are ready for collection. If you do not, then unless you make arrangements with us for late collection, we will assume you have cancelled your order. This means we may resell the goods and, in the case of specially-ordered or custom-made product you may forfeit any deposit or payment you have made. We will need to verify your identity upon collection.
Cancellation and returns
Specially-ordered and custom-made goods are non-returnable unless a warranty or guarantee is breached. Subject to Australian Consumer Law, customers may be required to pay for any costs we incur as a result of any change of mind order cancellations or returns (for example, handling/transport costs or any re-stocking fee charged by our supplier).
Pre-Orders
When pre-ordering, only 20% deposit will be charged at checkout, ( Not Refundable for change of mind ) . The remaining 80% balance will be charged later when the product is available and ready to dispatch or collect from our Altona store.
Shipping will be calculated and added for pre-order items when the balance of payment is due.
