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Shipping and Returns

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:

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.

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.