Welcome to GIG Guitars – we're a proud, family-owned store based in the heart of Glen Innes, NSW. As a small independent business, we genuinely care about helping you find the perfect gear, whether you’re picking up your first instrument or adding to your collection.

Our handpicked range is all about quality and value, backed by friendly, honest advice you can count on. With fast shipping across Australia, easy returns, and flexible payment options like Afterpay and Zip, shopping with us is simple and stress-free.

Got a question or just want to chat guitars? We’d love to hear from you! Drop us a line at sales@gigguitars.com.au or give us a call on 0488 200 801.
Thanks so much for choosing GIG Guitars – we truly appreciate your support!

Shipping & Returns

Shipping

Direct to Consumer Delivery Policy

What GIG Guitars Does:

• GIG Guitars will process an item for a direct to consumer order. This can be shipped to a business or residential address using either Australia Post E-Parcel or StarTrack Express or collected by a courier selected by GIG Guitars on behalf of the Purchaser.
• GIG Guitars will provide the Consignment details to the nominated email address.

What we don’t do

GIG Guitars takes no responsibility for lost or stolen goods.

Australia Post and Star Track Express have their own policy regarding this procedure. We recommend you visit their websites at http://auspost.com.au/index.html www.startrackexpress.com.au for a better understanding of their proof of delivery policy.

• As GIG Guitars are delivering on behalf of the purchaser, insurance of the goods is the responsibility of the purchaser. If any goods are damaged in transit, the store takes no responsible for the item and all logistics of return and it’s cost of re-supply.

If you require GIG Guitars to insure the goods on your behalf, please request this on the Purchase order for each Direct Ship order.

An additional insurance charge will be applied to the invoice.

• All goods lost or stolen, after being left at the consumer’s premises, is not the responsibility of GIG Guitars.
• GIG Guitars will not be responsible for following up delivery details, or any delivery discrepancies, this is the responsibility of you, the purchaser. We will only provide a consignment tracking info.

Details of your parcel can then be viewed on the Courier Website, using the Consignment number provided by GIG Guitars. If the matter cannot be resolved easily by tracking the Consignment Number from the relevant tracking Websites, GIG Guitars will endeavor to resolve it.

Returns

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.

This is when the item:

• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

• Lost Gift Vouchers will not be refunded but should be able to be redeemed should you loose your physical voucher

Please keep your proof of purchase – e.g. your receipt.

Conditions of Returns

Returnable items are subject to the following…

• The product is faulty
 
• The product is not the same product that was ordered
 
• The product does not perform to the Manufacturers specifications
 
• The product has been damaged in transit (please take note of all parcels immediately upon receiving from postage or courier and where possible take a photo of damage)
 
• Items must be returned within 7 days
 
• Items must be returned with original packaging and supplied accessories (ie; power supply, manuals)
 
• Items must be returned as new, and free of scratches or marks
 
• A copy of original receipt must accompany your return
 
• You must contact the store before sending back any items
 
• Returns may not be granted for products such as Print Music (due to Copyright Laws), Kazoos, Tin Whistles, Recorders (due to hygiene reasons)
 
• Returns will not be granted due to a customer’s change of mind, or ordering the wrong product.
 
• All faulty items will be directed back to suppliers for warranty assessment. This is no guarantee that a product will be replaced, repaired or refunded.

We’re sorry, but NT, WA, and TAS are not included in our Free Shipping offer. Additionally, Clearance Items and Pratley Guitars are also excluded. No worries, though—shipping will be calculated at checkout. Just enter your address, and we’ll handle 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.

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.