Family-owned in Glen Innes, NSW, GIG Guitars offers carefully selected instruments you can trust. Fast shipping, easy returns, and friendly advice make buying simple and stress-free.

117 Ferguson Street

Glen Innes

NSW 2370

Email: sale@giguitars.com.au

PH: 0488 200 801

Shipping & Returns

At GIG Guitars, we understand that buying an instrument—whether it's your first or your fiftieth—is a meaningful investment. That’s why we treat every order with care, transparency, and a genuine commitment to making your experience smooth and trustworthy from start to finish.

Shipping – Direct to Consumer Delivery

What We Do

GIG Guitars processes direct-to-consumer orders with the utmost attention. Your item will be shipped to your nominated business or residential address using Australia Post E-Parcel, StarTrack Express, or a courier chosen by us on your behalf. Once dispatched, you’ll receive full consignment tracking details via email so you can follow your delivery every step of the way.

What We Don’t Do

While we do everything we can to ensure your order arrives safely, GIG Guitars is not liable for lost or stolen goods once they have been delivered. We recommend reviewing the delivery and proof of delivery policies of Australia Post and StarTrack Express for further clarity:

• Australia Post
• StarTrack Express

Insurance is not automatically included in your shipment. If you'd like GIG Guitars to arrange insurance for your delivery, please request this at the time of order—a small additional charge will apply.

If damage occurs during transit, responsibility for logistics and replacement costs lies with the purchaser, unless insurance has been arranged. If you encounter delivery issues, we’re happy to assist with consignment tracking, but direct inquiries to couriers must be handled by the customer.

Returns & Refunds

We’re here to help if something goes wrong—because we care about making things right.

Under Australian Consumer Law, you are entitled to a refund or exchange if an item:

• Has a fault that would have deterred purchase if known
• Is unsafe
• Is significantly different from its description
• Doesn’t perform as promised and can’t be easily fixed

In these cases, you're eligible for a refund, exchange, or compensation for any reduced value. If the problem is minor, we’ll aim to repair the item in a reasonable time. If not, we’ll offer you a replacement or refund.

We want you to be confident in your purchase, so please choose carefully. Unfortunately, we’re unable to offer refunds or exchanges if you change your mind, select the wrong item, or decide the product isn’t quite what you expected. Our refund option is designed to cover genuine faults or issues — Our refund option is not intended as a "buy and try" service. If you’re unsure about a product, feel free to contact us before ordering and we’ll be happy to guide you.

Please Note:

• Change-of-mind returns are not accepted.
• Lost gift vouchers cannot be refunded, but may still be redeemed.

Conditions of Return

To ensure a smooth return process, please ensure the following conditions are met:

• The product is faulty, incorrect, or does not meet manufacturer specs
• The product is returned within 14 days of receipt
• It is returned with original packaging, accessories, and in as-new condition
• A copy of your receipt must be included
• You must contact the store prior to sending any return
• Certain items are non-returnable due to hygiene or copyright reasons: print music, kazoos, tin whistles, recorders

All faulty products are subject to supplier warranty assessment. While we advocate for you in this process, outcomes—repair, replacement, or refund—are at the supplier's discretion.

We’re a small, independent Australian store that takes pride in honest service and genuine customer support. When you shop with GIG Guitars, you’re not just buying a product—you’re putting your trust in us, and we take that seriously. If you ever have questions or need support, we’re just a call or email away.

Thank you for choosing GIG Guitars. We’re here to help you play on.

We’re sorry, but NT, WA, SA, and TAS are not included in our Free Shipping offer. All Consignment Items and Clearance Items are also excluded. No stress—shipping will be automatically calculated at checkout. Just enter your address and we’ll take care of the rest. We’re here to support you every step of the way.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We want you to be confident in your purchase, so please choose carefully. Unfortunately, we’re unable to offer refunds or exchanges if you change your mind, select the wrong item, or decide the product isn’t quite what you expected. Our refund option is designed to cover genuine faults or issues — Our refund option is not intended as a "buy and try" service. If you’re unsure about a product, feel free to contact us before ordering and we’ll be happy to guide you.

To start a return, you can contact us at sales@gigguitars.com.au. Please note that returns will need to be sent to the following address: 117 Ferguson Street Glen Innes NSW 2370

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@gigguitars.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

We are not required to provide a refund or replacement if you change your mind or ordered incorrectly.
Certain types of items cannot be returned, like custom products .

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@gigguitars.com.au.

Order Cancellation Policy

We understand that sometimes plans change, and you may need to cancel your order. Please review our cancellation policy below:

1. Order Cancellation Timeframe

• Orders may be canceled within [24 hours] of purchase for a full refund.
  
• Cancellation fees may apply, depending on the nature and status of the order at the time of the request. (Refer Item 4)
  
• After this window, orders may already be in processing or shipment, and cancellation may not be possible.
  

2. How to Cancel

• To cancel an order, please contact our customer service team at sales@gigguitars.com.au or through our website's contact form.
  
• Provide your order number and reason for cancellation to help us process your request promptly.
  

3. Custom or Made-to-Order Items

• Custom or personalized items are non-cancelable once production has begun. Please double-check your order details before submitting.
  

4. Cancellation Fees

Cancellation fees may apply depending on the stage of order processing and any costs already incurred by GIG Guitars.

Applicable fees may include, but are not limited to:

• Payment Gateway Fees
  
• Handling Fees
  
• Delivery Fees
  
• Costs of Items Purchased by GIG Guitars to Facilitate Prompt Delivery
  
• Any Other Expenses Incurred by GIG Guitars in Connection with Your Order
  

You will be notified of any applicable fees at the time your cancellation request is reviewed.

5. Refunds for Canceled Orders

• If your order is eligible for cancellation and a refund is due, it will be processed back to your original payment method within [5–10 business days], minus any applicable cancellation fees.
  

6. Late Cancellations

• If cancellation is requested after the allowable window or if the order has already shipped, you may need to go through our return process instead.
  

7. Reserved Rights

• We reserve the right to cancel any order due to product availability, payment issues, or other reasons. In such cases, you will receive a full refund.