Overview
We want you to be totally happy with the products you purchase from Strings By Post. Our returns and refunds policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unopened and unused and in the same condition that you received it (excluding defective items). It must also be in the original packaging and be resalable.
Change of mind refunds and exchanges are at our discretion and may attract a restocking fee.
Strings:
Strings are generally considered consumable items and are not returnable. However, Strings By Post will accept returns for strings where it can be demonstrated to us that the strings immediately after installation performed unreasonably under normal usage conditions, and are therefore defective.
Strings are relatively delicate and can break during installation. Breakages are nearly always a result of an instrument defect or incorrect installation method (misuse), and as such broken strings cannot normally be returned. We recommend having your instrument inspected should breakages become a common issue.
Strings under tension can also be expected to break over time, with or without usage, and this doesn’t indicate a defect with the strings.
The varying design tensions and diameters of strings can also impact on an instruments intonation, ability to stay in tune, and the general play-ability of an instrument. These factors vary from instrument to instrument and are outside of our control. As such we cannot accept returns due to these reasons unless the strings are defective.
Strings also need time to become stable and stay in tune. In the case of gut or nylon strings the settle in period may be a few days. “Stretching” your strings after installation can achieve accelerated string stability, but be careful not to break the strings in the process.
Other Items:
Several types of other goods are exempt from being returned. Perishable goods such as, newspapers or magazines cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards.
- Downloadable software products.
- Some health and personal care items.
- Books.
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after purchase (excluding any warranty claims).
To complete your return, we require the return form to be completed at the bottom of this page, and a receipt or proof of purchase. You must have a Return Merchandise Authorisation (RMA) number from us to return any goods.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return request.
Please do not send your purchase back to the manufacturer.
Refunds
If approved, a refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Refunds, if approved by us for change of mind, will be less our postage cost (if applicable), and incur a 25% restocking fee (applied at our discretion).
| Item | Value |
|---|---|
| Goods Cost | $20.00 |
| Postage Cost (if applicable) | $10.00 |
| Total Order Value | $30.00 |
| Total Refund | |
| Goods Cost less Restocking Fee | $15.00 |
Late or missing refunds
If you haven’t received a refund yet, first recheck your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Exchanges
If approved, an exchange will be processed.
We typically only replace items if they are defective or damaged.
If a “like for like” replacement is not available we will offer an alternate similar product or a full refund.
Exchanges for change of mind, if approved by us, will be less a 25% restocking fee (applied at our discretion).
Defects
If the item is found to be faulty during our returns period, or within the manufacturers warranty period (if any), we will at our discretion :
- Happily facilitate the repairs with the manufacturer on your behalf. Repairs can typically take anywhere from 2-4 weeks to complete, or;
- Offer a refund, or exchange the item.
Shipping returns
To return your product, you should mail your product to:
Strings By Post
Suite 404
114 Erina Street E
Gosford, NSW 2250
Australia
Along with your RMA number on the address label.
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned items, and are not responsible for return shipping.
Need help?
Contact us here for questions related to refunds and returns.
Returns Form
You must have a Return Merchandise Authorisation (RMA) number to return any goods. On submission of this form, we will contact you via email with a RMA number that must be included on the return shipping label.