If you are unhappy with the goods purchased from us then you may return them to us within 14 days for a full refund.
You will be responsible for the cost of returning all unwanted (nonfaulty) goods.
Returned goods must be unused, in a saleable condition, and in their original packaging with all labels still attached.
Returned unfaulty goods may be subject to a 10% re-stocking fee. This includes products that have been specially ordered for you that were not currently in stock.
If an item delivered via courier is faulty on delivery we will collect the item and send a replacement (if in stock). For items delivered via a courier, simply send the item back to us, packed to the same standard as you received it, and we will repair (or replace it as appropriate) and return it.
All returns must be authorized by email or phone by Je Matt guitar before sending back to us. This is to ensure correct tracking of your goods, and any refunds or replacements that may be given.
If we have arranged any uplift for ANY reason from a customer, and the customer is not at home at the agreed time, or the goods are not able to be collected due to a lack of packing then we will either charge a $20 ‘journey’ fee (charged to us by our courier) or ask that the item be returned by the customer directly.
Please ensure that the returned items are boxed and well-padded for the journey back to us. Failure to do so may result in damage to the item which we will not be held responsible for. Using an insured service is advised as we will not be held liable for transit damage.
For guidelines on packaging please see below:
If for some reason you need to send the goods back to us, here is some packing information:
- Use a rigid box with flaps intact.
- Choose the size of the box according to its content. Under-filled boxes are likely to collapse, overloaded ones may burst.
- Always use high-quality materials for your package. Consider strength, cushioning, and durability.
- Choose boxes made of corrugated cardboard, with good-quality outer liners.
- Wrap all items separately.
- Put goods in the center of a package ensuring they do not touch the sides. Your item should be well cushioned on all sides.
- Make use of cushioning materials, to prevent the contents from moving.
- Use strapping, when suitable, as a good way to seal and secure your box.
- Use strong tape designed for shipping if strapping is not available.
- When re-using a box remove all old labels including any old hazardous material indicators.
- Ensure liquids are stored in leak-free containers, packed with a lightweight, strong, internal material (for example, Styrofoam), and sealed with a plastic bag. Always remember that bad packaging may cause damage to other items.
- Place powders in strong plastic bags, securely sealed, and then packed in a rigid box.
- Use ‘arrow-up’ labels for non-solid materials.
- Repack your items properly. Many goods are sold in the original manufacturer’s packaging which may not be suitable for carriage.
- Protect your data discs, audio, and videotapes with soft cushioning material around each item.
- Complete the address label clearly and completely, using capital letters when handwriting labels to improve readability.
- Place a duplicate address label inside the parcel.
- Use bags made of fabric or cloth.
- Consider ‘Fragile’ and ‘Handle with care labels as a substitute for careful packaging. They are only appropriate for information purposes.