Customer Order, Returns and Exchanges Policy
At Billy Hyde Music, we are committed to providing quality products and excellent customer service in compliance with Australian Consumer Law. This Customer Order and Returns Policy outlines your rights and responsibilities when making a purchase from us.
1. Customer Orders
For all customer orders, a 20% non-refundable deposit is required at the time of order. This deposit helps cover the costs associated with securing and processing the product.
If, for any reason, we are unable to fulfill your order within a reasonable time frame, we will notify you and offer a full refund of your deposit.
Please note that the 20% deposit is non-refundable unless the item is unavailable within a reasonable time, or is subject to Australian Consumer Law protections.
2. Refunds and Returns
Change of Mind
In accordance with Australian Consumer Law, we are not obligated to provide a refund or exchange if you change your mind after making a purchase. However, if we agree to offer a return for a change of mind, the following conditions apply:
- The product must be unused, unopened, and in its original packaging.
- Returns for change of mind will be subject to a restocking fee (if applicable), and a refund will be provided via the original payment method.
- Return shipping costs (if applicable) are the responsibility of the customer.
Faulty or Damaged Goods
If you receive an item that is faulty or damaged, you are entitled to a remedy under Australian Consumer Law, which may include:
- A repair of the product
- A replacement of the product
- A full refund if the product cannot be repaired or replaced
To qualify for a refund or replacement, please notify us within a reasonable time of receiving the item and provide proof of the fault or damage (e.g., photos).
Warranty Inspection and Service Fees
If an item is returned for warranty inspection and no fault is found, a service fee may be charged by the repairer. This service fee will be passed on to the customer. Customers are responsible for any costs if no fault is identified.
Please ensure you follow the manual and setup instructions carefully. Many returns are due to incorrect usage rather than product faults.
3. Exchanges
Exchanges for incorrectly ordered items or for change of mind are not guaranteed. However, we will do our best to accommodate requests. The item must be in resalable condition, unused, and in its original packaging. Any exchange will be subject to stock availability.
4. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible. Cancellations are subject to the following conditions:
- For custom orders, cancellation is only possible if the item has not been ordered or shipped.
- If cancellation occurs after the item has been ordered or shipped, the 20% non-refundable deposit will still apply.
5. Return Process for Warranty
For warranty returns, you are responsible for arranging the return to our store or designated repair centre. We will assist with the process, but the customer is responsible for returning the product.
Ensure the product is carefully packed to avoid damage during transit. Contact our customer service team if you need guidance on packaging or returns.
6. Processing Time and Shipping Delays
We aim to fulfil all orders quickly. Processing times may vary based on stock availability and supplier lead times. We will notify you of any significant delays and provide options for a refund or alternative solutions.
7. How to Return or Exchange an Item
To initiate a return or exchange, please complete our returns form located here. Please allow 72 hours for our team to contact you.
Where there is no proof of delivery, delivery date will be assumed as four (4) business days from the date of dispatch.
If a return request is approved, we will provide return details and the return address. Items must be received within ten (10) business days. We are not liable for damage during transit. Pack items carefully and keep photos of the item and package.
This process can take up to 7 days from the arrival of the item back at the nominated delivery location.
Contact Details
For any order inquiries, return requests, or assistance, please reach out by calling 1300 245 594 or emailing web@billyhydemusic.com.au.
By placing an order with Billy Hyde Music, you acknowledge that you have read, understood, and agreed to this policy in accordance with Australian Consumer Law.
Thank you for shopping with us!