At Industrie Music, we are dedicated to providing exceptional customer service while ensuring that our returns policy remains fair and sustainable for both our customers and our business. We appreciate your trust in us and want to make sure you have a clear understanding of our returns policy.
Returns for Faulty Items:
If you believe that the product you purchased from Industrie Music has a manufacturing fault, we are here to assist you. Our goal is to facilitate the repair or replacement of faulty items under the warranty provided by the Australian distributor of that product. Here are the key points related to returns for faulty items:
- For items that are DOA (dead on arrival) or develop a fault covered by the warranty within 7 days from the delivery date.
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Before returning your equipment, we strongly recommend that you carefully read the manual and setup instructions to ensure you understand how to operate your gear correctly and safely. Often, what may appear as a fault is actually the result of incorrect usage.
Returning a Faulty Item:
To initiate the return of a faulty item, please send an email to admin@industriemusic.com.au with the following information about your faulty equipment:
- Order Number
- Serial Number
- Brand
- Model
- Detailed description of the fault
Once we receive this information, we will contact you with instructions on where to send your product for repair. This may involve sending it to Industrie Music or a local repair center.
Freight Costs for Faulty Items:
Please note that for faulty items within the 30-day period, the customer is responsible for the freight costs to return the item to us or to the local repairer.
Repair Turnaround Time:
Typically, the average repair turnaround time is 2-4 weeks. However, the warranty process can sometimes experience delays due to factors like parts availability, transit times, and the repairer's workload. Rest assured that we aim for a reasonable turnaround time for your warranty. If your product has been with the repairer for 4 weeks, we automatically flag your repair as urgent and request an immediate update. We will keep you informed at that point, so there's no need for you to call us.
Holiday Period Notice:
During the Christmas period, our suppliers and repair centers may be closed, which can result in longer wait times. If your item is still functional, you're welcome to return it after the Christmas break so you can continue using it in the meantime.
Important Notes:
- Most distributors require proof of purchase for units repaired under warranty, so please retain your receipt and keep it safe.
- Industrie Music does not accept liability for goods damaged in transit during the return process. We strongly advise packing your returned goods carefully and, if possible, using the original packaging. If you need to send the unit back without the original packaging, ensure it is securely packed and padded to prevent damage during transit.
Disclaimer:
Please note that our returns policy is subject to change without notice.
Thank you for choosing Industrie Music as your trusted source for musical equipment. We are here to assist you with any questions or concerns regarding our returns policy. Your satisfaction and trust are of utmost importance to us.