Returns Policy

WHAT can be returned?
Under Australian Consumer Law, all of our products are covered by a minimum 12-month warranty. In the case of a suspected defect or malfunction of a product please contact one of our Website Customer Service Representatives immediately on +613 9725 8108 EST during business hours or via the Email Contact Form on the Contact Us page.

If you have changed your mind about a product and wish to return it to us for a refund you have 30 days from the date of purchase to return the item. Please make sure the item is in its original packaging and ''as new' unused condition for resale. Credits for items returned can be in the form of a cash refund less restocking & freight fees or full store credit less freight costs. More detail on postage/freight chrages are noted below. Our Restocking fee is 10% of the sale price of the item if not sated otherwise on the product description page. Some Items are non-refundable, these include special order items not regularly stocked at Hans Music Croydon (77-79 Main St, Croydon VIC 3136), strings, reeds, mouthpieces, swabs/cleaners, harmonicas, kazoos, whistles, and recorders. Other items include those that can be easily copied ie. recorded music and sheet music infringing copyright acts, and or items that come into contact with body fluids may also be denied a refund due to Occupational Heath and Safety reasons.

WHEN do items need to be returned by?
30 Days from the purchase date. Please contact one of our Website Customer Service Representatives as soon as possible.

WHERE do items need to be returned to?
Please contact one of our Website Customer Service Representatives for further instructions.

HOW do I return items?
Please return your items in their original packaging material if possible or similar quality shipping material for the return journey. Please include a copy of your original Purchase Invoice and a brief description of the fault or issues you are having with the item and the Customer Service Representative you dealt with.

SHIPPING for returns?
If the item is being returned because there was a change of heart, you will need to pay the Return Shipping. If the item was faulty or Dead on Arrival (DOA) Hans Music will cover any of the postage costs to and from your location. If you're retunding your item because of a change of heart you will need to pay return postage. We will also deduct our initial freight costs from your credit as calculated by the shipping price table of Australia Post (https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/). As prices are subject to change without notice, we use Australia Post Rates as guide to the maximum charge deducted, in some cases we may charge less.

PACKAGING YOUR RETURN?
Please make sure all of your items are packed well for their return journey, ideally in the same or similar type of packaging they arrived to you in. Items not returned safely will jeopardise your entitlement to a full refund.

CREDIT for returns?
On the return of a faulty or damaged item, you will receive a full refund to the value of the original purchase plus any postage costs you incurred via the mode of transaction that the item was first purchased ie. Paypal, Credit Card or EFT.

INSOTRE returns option?
Items purchased online may be returned to one of our locations provided you have notified a Website Customer Service Representative first with your intentions. Restocking Fee of 10% and our initial freight charges will be ducted from any cash refund.