Returns and Refund Policy
General Info on Returns:
You are entitled to a repair, exchange, refund or credit at our discretion if the item(s) purchased are faulty, is significantly different to how it was described, or does not function in the way it is supposed to. If you wish to return your item(s), you may request a return by contacting [email protected] within 7 days of receiving your order. Prior approval must be obtained before returning item(s).
Please take care when finalising your purchase, as requesting a return does not mean we will accept the return. When submitting your request, it is required to include your receipt or alternative proof of purchase as we require this information to begin the process. We assess every request case by case, and we will always work with you to achieve the best possible outcome in any situation. If approved, a refund will be credited to your original method of payment, within 14 working days. Refunds will be issued via original payment method.
We do not accept returns on certain goods (unless faulty or not performing to manufacturers specifications) due to health and hygiene reasons, quality depreciation, copyright regulations or because unique activation/registration codes are required for use.
These include but are not limited to the following:
- Reeds, microphones, harmonicas and/or any product with a mouthpiece, earplugs, earphones & headphones.
- Items in sealed packaging and consumables eg. strings, care products and batteries.
- Any and all published material, printed or recorded music due to copyright reasons.
- Software or hardware requiring activation/registration codes cannot be returned unless confirmed as faulty.
All of our products are covered by the original manufacturer's warranty unless expressed otherwise (for example, used and vintage items are sold as-is). You are entitled to return an item within the manufacturer’s warranty period if your item(s) is found to be faulty due to a manufacturing defect. If you believe there is a manufacturing fault with your product, please request a return with us as soon as possible. Please ensure you follow our instructions regarding shipping, as the return address may differ depending on the items being returned. All items being returned under warranty need to be assessed by us or by an authorised technician. If the items under assessment are found to be faulty due to abuse or mishandling, the items will not qualify for a warranty repair or replacement. Once the assessment is complete, we will contact you with options moving forward.
Change of Mind:
You may request to return your item(s) due to change of mind within 7 days of delivery date. If a return is approved, we must receive the item(s) in their original packaging with all accessories and parts included, and the item(s) must not be damaged in any way. You are responsible for any incurred costs in returning items. If your item(s) qualified for free shipping at time of purchase, the actual cost of shipping from Sunburst Music will be deducted from the exchange/credit amount. Once we accept your return, we may offer you a credit or exchange. We may need to charge a restocking or restringing fee in certain situations. Refunds are not applicable to change of mind purchases.
Shipping items back to us:
You are responsible for costs involved with shipping and transit insurance. We recommend tracking to be used on all return items to ensure secure return. In some instances, we may ask you to purchase transit insurance on valuable items.
Please ensure items are padded and packaged securely as we cannot accept liability for any damage that may occur during transit back to our store. If for any reason, you do not have the original packaging or if you are unsure of how to proceed, please contact us. We will always work with you to resolve issues regarding returns.