Industrie Music strives to keep our customers happy with their purchases. If you are not happy with your recent purchase, please contact us first.
We will always attempt to resolve any problems you may have as best we can. To contact us please email us at [email protected] or call us on 02 8123 4080, You have 7 days from the date in which you have received your order to notify us if you wish to return an item.
The item must be returned within 30 days from the original purchase date. If you have not advised us within 7 days of receiving your order; we will not accept a return request.
If you wish to return an item for simply changing you mind or have made an incorrect decision; we will agree to accept the return subject to a restocking fee of 20% of the original purchase price, less any freight charged to to your order. Please keep in mind that the returned item must not be opened, unused or damaged in any way.
Once we have accepted your return, it is the buyers responsibility to return the item/s or original purchase order back to Industrie Music at his/her own costs.
*Industrie Music reserves its rights to refuse a return refund, at any time* Solar Guitars, Caparison Guitars and Mayones Guitars, Second Hand and Vintage Items cannot be returned.
Australian consumer laws and our rights
1. Got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
2. Misused a product in any way that caused the problem.
3. knew of or were made aware of the faults before you bought the product.
4. asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.
More information about consumer guarantees can be found on the ACCC website. https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees
Industrie Music will accept returns for the following reason.
Warranty against defects:
If the product you have purchased from Industrie Music has a manufacturing fault, Industrie Music will facilitate the repair or replacement under the warranty provided by the Australian distributor of that product. If the item is DOA (dead on arrival) or develops a fault that is covered by the warranty.
When starting out with any new Musical Instrument or technology, it is of utmost importance that you read the manual and setup instructions to ensure you understand how to properly and safely operate your gear. Commonly we find that equipment is not faulty but rather is being incorrectly used, so please be sure to check the basics before returning your gear:
1.Check leads, plugs and connections
2.Read the manual
3.View manufacturer websites for any updates on product manuals, features or firmware updates.
How do I return a faulty item?
Please email [email protected] with the following information about your faulty equipment:
- Order Number
- Serial Number
- Detailed description of fault
Once Industrie Music has received your information, we will contact you with advice on where to send your product to be repaired, whether that is Industrie Music or a local repair centre. Please Note: The customer is responsible for freight back to us or to the local repairer, customers are to cover costs back to you if you are not able to collect in person.
How long will my repair take?
In our experience, the average repair turnaround time is 2-4weeks. The warranty process can sometimes be further delayed due to factors such as parts availability, transit times and the workload of the repairer / supplier.
Rest assured, we want a reasonable turnaround time for your warranty. If your product has been at the repairer / supplier for 4 weeks, we automatically flag your repair as urgent and request an immediate update. We’ll be in touch with the update at that point. So until then, there is no need for you to call us.
Please Note: Our suppliers and repairs will be generally be closed over Christmas, so please expect longer wait times over that period. If your item is functioning, you’re welcome to return it after the Christmas break so you can continue using it until then.
Things to remember...
Most distributors require that any units repaired under warranty must have a proof of purchase, so hold into your receipt and keep it safe.
Industrie Music does not accept liability for returned goods damaged in transit, so pack your returned goods carefully. Always keep original boxes for your equipment so you can safely move or send your unit for repair. If you do need to send the unit back without the original packaging, make sure it is packed and padded securely as damage can occur to poorly packaged returns.
Industrie Music offers FREE AusPost shipping on some items for orders of $100 within Australia (excludes some remote locations, or items too bulky or heavy for AusPost to accept). AusPost deliveries are sent with insurance and registered post. This means someone will need to sign for your goods when it arrives. If no one is home, a card will be left for you and your gear will be delivered to the local post office, where you can collect it at your convenience.
Orders under $100 incur a $5 freight charge to ship.
For items over 20kg, the additional freight fee will be displayed in your shopping cart. The amount will vary according to the weight of the item and shipping destination within Australia. You can easily calculate the shipping cost of any item directly on the product page by using the Shipping Calculator.
If you need your gear faster, then we have an Express Shipping option. Charges for Express shipping can be calculated by using the handy Shipping Calculator located on each product page.
We will choose the fastest option we have to get your item to you. Please note: Express does not always mean overnight. This depends on where your order is shipping from in relation to the delivery address. There may be an additional delay of 2-3 days (due to verification) if payment is made via bank transfer.
If you need equipment by a specific date, please give us a call on 02 8123 4080. Our online team will do their best to get your order to you on time.
Please Note: Express Shipped items are not able to be delivered to PO Boxes. We recommend using a business address or home address where someone will be there to sign for it.
Orders are dispatched within 2 to 5 business days and shipping times are estimated at between 3-7 business days depending on your location within Australia. If for any reason we are unable to dispatch your order, we will notify you within 2 business days.
We send from the location that will get your order to you ASAP. Our centralised fulfilment centre is often the best & fastest choice, even if it’s not physically closest to you.
PLEASE NOTE! All deliveries from Industrie music are made via Australia Post and StarTrack, both of which are 3rd party businesses and Industrie Music can not be held accountable for delivery delays during their peak times.
Startrack Road Express for Heavy & Bulky Products
Some of our products are too bulky or heavy to send by Australia Post eParcel, as indicated on the product's webpage. If pick up is not convenient, orders for these can be sent via Star Track Express to your address or to your nearest Star Track depot for you to collect.
Star Track Road items are not able to be delivered to PO Boxes. We recommend using a business address or home address where someone will be there to sign for it.
Please call us on 02 8123 4080 if you wish to learn more about these options.
Click & Collect
Click & Collect service combines the convenience of online shopping with the freedom to pick up your new gear whenever you like. You'll need to bring photo ID, and any credit cards used for payment. Please be available on your phone. If we can't contact you, it may delay processing.
Selecting Authority to Leave
Please note that we do not replace or refund goods that are deemed missing when opting in for Authority to Leave (ATL). You are responsible for goods after they have been left by our delivery partners. Please do not leave delivery instructions for your goods to be left unattended if you are unsure. This way, if no one is home, they can be securely stored at the local post office until you are ready to pick them up.
Industrie Music ships goods Australia wide, however at this time we do NOT accept international orders under any circumstances.