Refund policy
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Warranty Claims
If your item is found to be faulty due to a manufacturing defect, and is within the manufacturer's warranty period, Dural Music Centre will work with our suppliers to repair or replace your item. If your item cannot be repaired or replaced, we may offer you a store credit or issue a refund.
Items found to be faulty due to abuse, mishandling or any sort of misuse will not qualify for warranty repair or replacement.
To commence a warranty claim, please email shop@duralmusic.com.au with your name, contact number, order number and a description of the fault. Alternatively, simply call us on 9651 7333.
Refunds
Once approved, refunds will be made within two (2) business days via the same method as payment was made. You will be notified via email once your refund has been processed.
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Layby Refund Policy
When agreeing to a layby with Dural Music Centre, you are committing to the purchase of the products that you place on layby.
When products are placed on layby, we incur the cost of removing these products from our available inventory, and replacing these products with new goods, as well as the holding costs for your layby.
Our maximum layby term is three (3) months. Should your layby not be completed within this timeframe, we reserve the right to cancel your layby and return the goods to stock. If you are having trouble completing your layby in this timeframe, we ask that you contact us to discuss options. There is no minimum term for a layby.
Cancelled Laybys (either at customer request or after the layby period has expired) are subject to the following conditions.
Stocked Books & Accessories – Stocked Books & Accessories are subject to a $10 layby cancellation admin fee + a 20% sale value cancellation charge
Special Order Books & Accessories – Where the Book or Accessory has been Special Ordered at your request, the cancellation fee is the full value of the product, per our Special Order T&Cs.
Where the product has not been paid in full at the time of cancellation, we will request balance payment be made, and in turn provide you with the goods.
Should you not make full payment, we will retain all monies paid to date and reserve the right to pursue collection of the outstanding balance.
Stocked Instruments – Stocked Musical Instruments are subject to a $30 layby admin cancellation fee + 25% of sale value cancellation charge.
Special Order Instruments – Where an Instrument is Special Ordered for you, the cancellation fee is the full value of the product, per our Special Order T&Cs.
Where the product has not been paid in full at the time of cancellation, we will request balance payment be made, and in turn provide you with the goods.
Should you not make full payment, we will retain all monies paid to date and reserve the right to pursue collection of the outstanding balance.
