Policies - Faulty and Damaged goods

At Australian Orchestral Imports, we are committed to providing our customers with high-quality products. We understand that, on occasion, you may receive faulty or damaged goods. We aim to make the returns process as simple and efficient as possible. Please review our returns policy for faulty and damaged goods outlined below.

Eligibility for Returns:

1. Faulty Products: If you receive a product that is inherently flawed, please notify us within 7 days of receiving the shipment.
2. Damaged Products: If you receive products that are visibly damaged due to shipping or handling, please contact us within 48 hours of receiving the shipment. Failure to report such damages within this time frame may affect the processing of your claim.

Return Process:

1. Contact Us: To initiate a return for a faulty or damaged product, please contact us providing the order number, a description of the issue, and relevant photographs of the fault or damage, if applicable.
2. Packaging: If a return is deemed to be the best solution, please ensure that the product is returned in its original packaging or suitable packaging to prevent further damage during transit. Failure to package the product correctly may result in the denial of your return request.
3. Shipping: Return shipping costs for faulty or damaged products will be covered by Australian Orchestral Imports. We will provide you with instructions for returning the product to us.
4. Inspection and Resolution: Once we receive the returned product, our quality control team will inspect the item to confirm the fault or damage. We will make every effort to resolve the issue within 10 business days. Potential resolutions include a replacement, repair, or a refund.

Refunds and Replacements:

1. If your product is found to be faulty or damaged, you may choose between:

• Replacement: We will send you a replacement product at no additional cost.
• Refund: We will issue a refund to the original payment method used for the purchase.

Conditions:

1. Products must be returned in the condition in which they were received, along with all original packaging and documentation.
2. The return request must adhere to the specified time frames for reporting faults and damages.
3. Returns without a valid RA number will not be processed.
4. We reserve the right to refuse returns that do not meet our policy requirements.