Mall Music Returns & Exchanges Policy
At Mall Music, we are committed to providing quality products, expert advice and long-term support. We want you to feel confident and supported when making your purchase, whether in-store or online.
We fully acknowledge and uphold all customer rights under the Australian Consumer Law.
Because musical instruments are highly personal and considered purchases, we encourage customers to take the time to trial products and speak with our team before buying to ensure the best possible outcome.
If you experience any issues, please get in touch with us. Our goal is always to find a practical and supportive solution as quickly as possible.
1. Change of Mind
We do not offer refunds for change of mind once a product has been opened, used or installed.
Change of mind situations, such as:
- A preference for a different appearance, sound, tone or feel
- The product does not meet personal expectations
- Usability or workflow preferences
- Upgrading or selecting an alternative model
This approach is standard across the musical instrument industry.
However, we will always do our best to support your musical journey. Where appropriate, we may assist with:
- Setup and configuration guidance
- Sound and workflow coaching
- Alternative accessories or adjustments
- Exchanges or upgrades at management discretion
2. Exchanges and Store Credit (Goodwill)
In some cases, we may offer an exchange or store credit as a goodwill service. This is not an obligation but part of our commitment to customer care.
Where approved:
- Items must be returned within 14 days of purchase
- Items must be in new, unused condition
- The original invoice or receipt must be provided
- All packaging, manuals and accessories must be included
- Prior approval is required for online orders (email: stock@mallmusic.com.au)
- The customer is responsible for return freight and insurance
- If free shipping was provided, outbound freight may be deducted
- A restocking or handling fee may apply
- Returned goods may be exchanged for another product or issued as store credit.
3. Faulty or Defective Products
If your product develops a fault, you are protected under the Australian Consumer Law.
You may be entitled to:
- Repair
- Replacement
- Refund
depending on the nature of the issue.
In most cases, manufacturers require assessment and repair before replacement. We will manage this process on your behalf and work to achieve the fastest resolution.
4. Consumer Guarantees and Manufacturer Warranties
All products sold by Mall Music are protected under Australian Consumer Law, which provides guarantees that your product will be of acceptable quality, fit for purpose and match its description. These consumer guarantees apply for a reasonable period, depending on the type of product and its expected lifespan.
Many products also include a manufacturer’s warranty. These warranties vary by brand and model. While we aim to provide accurate information, we always recommend checking the manufacturer’s website for the most up-to-date warranty terms and conditions.
If you ever have concerns about your product, our team will assist you in navigating both your consumer rights and the manufacturer’s warranty process. With over 45 years of experience, we work closely with our suppliers to achieve the best possible outcome for our customers.
Our team will assist you throughout the warranty process and advocate for the best outcome.
5. Condition of Returned Items
Any item returned must be packaged securely to prevent damage during transit. Mall Music cannot accept responsibility for items lost or damaged during return shipping.
6. Non-Returnable Items
The following items cannot be returned for a change of mind, unless required under Australian Consumer Law:
Special and Clearance Items
- Special orders or items brought in specifically for a customer
- Clearance, open-box, limited or one-off items
Hygiene and Consumable Products
- Reeds, harmonicas, recorders, mouthpieces and similar items
- Vocal microphones
- Earplugs, earphones and headphones once opened
- Cleaning and maintenance products
- Opened strings, valves and other consumables
Copyright and Software
- Sheet music, books, CDs, DVDs and other published material
- Software or digital products
- Items requiring activation or registration codes
These exclusions ensure product integrity, safety and compliance.
7. Australian Consumer Law
Nothing in this policy limits or excludes your rights under Australian Consumer Law. A product may be returned where:
- It has a major fault
- It does not match the description
- It is not fit for its intended purpose
- It does not meet reasonable expectations of quality
If this occurs, please get in touch with our team so we can resolve the matter promptly.
8. Our Commitment
Unlike large warehouse retailers, Mall Music focuses on education, service and long-term relationships. We are here to support musicians and families at every stage.
If something doesn’t feel right, please speak with us. We will always aim to find a fair and supportive solution.
For more than 45 years, Mall Music has supported musicians and families at every stage of their musical journey, and we remain committed to doing so for many years to come.