Our Commitment to You

At Flutes & Flutists, we are committed to providing our customers with high-quality products and exceptional service. All products are carefully inspected and set-up by our technicians prior to sale, ensuring optimum performance.

If there is any dissatisfaction about a product you have purchased from us, rest assured that we will do everything we can to address your concerns. We adhere to the guidelines set forth by the Australian Consumer Law (ACL) to ensure that your rights as a consumer are protected.

After-Sales Support, Returns and Replacements:

The type of remedy available to you is based on whether the fault with the good or service is a Minor or Major problem. We are able to provide free repairs for all Minor problems with a good or service within the agreed upon After-Purchase Care period. This includes issues such as mechanical adjustments (including pads and other perishable parts) and cosmetic blemishes that existed at the time of purchase.

If a Major problem is discovered within the manufacturer’s warranty period that was not caused by user error, you may choose between a replacement or refund. Major problems are deemed to be irreparable issues that cannot be addressed by our technicians or restored to a reasonable condition that’s expected of a brand new product.

Proof of purchase is required for all returns. Returned products must be in new condition and with their original packaging. Goods being returned remain your property and responsibility until we receive them. The customer is responsible for sending any unwanted items back to us. Any returns that are received outside of these terms will not be accepted.

Returns for Change of Mind:

Please note that we do not offer returns due to change of mind. We encourage all customers to carefully consider their purchases before completing the transaction. If you have any questions about a product, feel free to reach out to our team for assistance.

Exclusions:

Certain products may be excluded from our return policy due to hygiene reasons or other restrictions.

Pre-Owned Instruments:

Pre-owned instruments are sold as is and come with a previously agreed After Purchase Care period of 3 months, 6 months or 12 months (please refer to your invoice). Any adjustments required during this period will be provided free of charge. We ask all customers to carefully inspect instruments prior to purchase and make sure they are satisfied with the condition it’s being sold in.

How to Initiate a Return:

To initiate a return for a faulty or defective product, please fill out the form on our contact page. Our team will guide you through the return process and provide further instructions.

Refunds:

Refunds will be issued using the original payment method or store credit, as per your preference. Please allow up to 7 business days for the refund to be processed after the returned item has been received and inspected.

Contact Us:

If you have any questions or concerns regarding our return policy or the return process, please don't hesitate to contact our team. We are here to assist you and ensure your shopping experience with us is satisfactory.

Note:

This return policy is subject to change without prior notice. Please refer to our website or contact our customer service team for the most up-to-date information regarding our return policy.

Flutes & Flutists
311 Sailors Bay Road
Northbridge, NSW 2063
Australia

+61 2 9079 1256
info@flutesandflutists.com