We know it isn’t a good feeling when you have to return something just after you purchased it. Sometimes though, life happens, and it can’t be avoided - so we want to make the process as efficient and simple as possible!
This is a handy guide to understanding our comprehensive return and credit policy:
First Things First:
- Broadly speaking, we accept two types of returns. They are: Change of Mind returns, and; Warranty/Fault returns.
- Regardless of type, every return must be confirmed in advance by our Customer Experience team. You can begin this process by using our return request form below:
Change Of Mind Returns:
(Inclusive of Incorrect Choices and Upgrades)
If you’ve decided for any reason that your Macron purchase isn’t quite right for you, you’re welcome to return it to us within 30 days, as long as the items are in ‘as new’ condition, with all original packaging and accessories. To put it simply, we need to be able to resell the item, so it needs to meet certain quality standards. Of course, you’ll need proof of purchase too, which we email out with every order.
Returning your purchase:
The buyer needs to arrange return postage for any ‘Change Of Mind’ returns. If you have any issues in sorting this out, or if you don’t feel confident in getting something back to us in great condition, we can arrange freight for you - any freight charges will be deducted from your refund. Please feel free to discuss this with our Customer Experience team, via chat, email, or by calling 1300 MACRON
(Please note that, if shipped by a customer, the customer assumes all liability for any issues or damage incurred in transit)
What does the ACCC say about Change of Mind returns?:
According to the ACCC, we are not legally required to provide Change Of Mind returns. However, we have made the decision to offer a Change of Mind option for our customers, because we understand how important it is to find the right gear for your dream music setup.
If your return is approved, we’ll be happy to provide store credit to the value of your original product purchases.
All products sold by Macron Music have a comprehensive Manufacturer’s Warranty in place. If something is wrong with your item, we will do everything we can to make it right. With that said, there are a few key conditions to consider. Click here for the full ACCC guidelines.
Repair or Replace:
Under the law, if there’s a fault with your purchase, we have an obligation to remedy it. The first step in this process is for us to get the item back from you - we are responsible for arranging this, and we will cover the cost of freight in this instance.
For units under warranty:
Once we’ve received the returned item, it will be thoroughly tested to verify the fault. From this point, if we are able to verify it, we will make a determination as to whether to repair or replace the item you’ve purchased. This decision is based on which option will be fastest for the customer. Our team will keep you informed throughout this process. Only if neither option is possible, within a reasonable timeframe, will a refund be offered.
Voiding your warranty:
If you have deliberately misused a purchased item, or if it has been repaired by anyone other than an authorised warranty repair technician, this voids your warranty. Similarly, Macron Music/the product manufacturer is not responsible for any damage caused by accident, fire, or other adverse conditions after you’ve received it. If we find evidence of a voided warranty when inspecting your item, you will be given the choice of paying for repair work, or to have the item returned as-is.
What if nothing is wrong?:
If we receive an item for inspection, but cannot verify the fault, the owner may be billed for the full return freight. This means that you will be invoiced by us for the cost of picking the unit up from you, and the cost of returning it to you.
Items which cannot be returned:
If an item is designated as a “consumable” and has been opened in any way, then by law we cannot accept a return on it. This includes, but may not be limited to: guitar strings, reeds, clothing items, spare parts, straps, and any cleaning/maintenance accessories.
No returns will be accepted for opened/used items operated by your mouth - this includes all brass and woodwind mouthpieces, harmonicas, kazoos, and anything else to which this applies.
The tough part of putting together any policy is that there are always exceptional or unique cases. While the policy above covers our general rules and guidelines, you’re always welcome to contact our Customer Experience team if you have any questions, or if you’re not sure how our policy may apply to you. You can reach the team 24/7 via firstname.lastname@example.org, during business hours using our website’s chat feature, or by calling 1300 MACRON
We here at Macron Music have been doing what we do for a long time, and have confronted (and resolved) almost every imaginable situation. We are here to help, and will do everything in our power to address your issues. At times, we may need to ask for your patience while we do this - we’d rather something be done right than done quickly, and we’re sure you feel the same way.
(it should go without saying, but any abuse or harassment of our staff will not be tolerated under any circumstances, and may result in our refusal to provide further service to you.)