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Shipping & Returns

Australia

 
Flat Rate Postage 
 
Flat Rate $9.50 for orders up to $150. This excludes large-size items like keyboards, cellos, and guitars.
 
 
 
STOCK AVAILABILITY
 
If you need an item by a particular date, please contact our shop for assistance. Not all items listed on our website are in stock - some of them require placing an advanced order from our suppliers. The ETA is counted from the day the stock is available which will be advised to you via email or phone contact.
 

POSTAGE
 
Please allow up to 5 Business days (ETA) for items (other than string instruments) sent.
 
For string instruments, if in stock, they require an additional 5 days to be set-up by our luthier team.
 
The ETA (Estimated Time of Arrival) is counted from the next business day after you receive the Item Shipped confirmation email from our website.
 
For customers from Australian rural areas, please allow an extra day or two on top of normal 5 business days delivery via Auspost Post. 

If you need an item by a particular date, please contact our shop to arrange the fastest shipping method to help you get the item on time. 

 
The delivery history of registered post will only show up at www.auspost.com.auwhen the item reaches its closest Auspost depot to its final destination where the barcode is scanned. Sometimes, items does not get scanned at the post office where they are lodged because Auspost is a franchised business.
 

Whitehorse Music is NOT liable for any order that doesn't reach its destination within ETA. 
 
 
Returns Policy

Whitehorse Music ask that you contact us as soon as possible should you have a product you would like to return – communication is the key. 

 

Ph: (03) 9890 1049

Fax: (03) 9899 8128

Email: whitehorsemusic.hello@gmail.com

 

Please read on carefully regarding our Returns Policy.

Whitehorse Music will accept a returned product where:

 

1. The product is faulty or damaged

If you receive the product and it is faulty or damaged upon arrival please notify us via emailwhitehorsemusic.shop@gmail or phone: (03) 9890 1049 as soon as possible. Return the product within 2 weeks of the date of purchase to Whitehorse Music (689 Whitehorse Road, Mont Albert VIC 3127) with a copy of your receipt.

Whitehorse Music will offer you a replacement, refund or store credit of equal value.

 

2The product is not fit for the purpose.

Whitehorse Music recognizes that each String Teacher has their individual preferences and requirements regarding suitable string instruments for their students. Therefore if you purchase a string instrument and the string teacher would prefer a different instrument it would fit under this section “the product is not fit for the purpose”.

If you want to return the string instrument please notify us via email whitehorsemusic.shop@gmail or phone (03) 9890 1049 as soon as possible. String instruments must be returned in original condition within 2 weeks of purchase date (we accept that the bow may have been rosined and the rosin may have been slightly used). Please return the string instrument with a copy of your receipt to Whitehorse Music (689 Whitehorse Road, Mont Albert VIC 3127).

Whitehorse Music will offer you a refund or store credit of equal value.

 

3. The product does not match the sample or description.

If the product you purchased does not match the description listed please contact us as soon as possible via email at whitehorsemusic.shop@gmail.com or call us at ph:(03) 9890 1049. Return the item in its original condition to Whitehorse Music (689 Whitehorse Road, Mont Albert VIC 3127) within 2 weeks of the purchase date with a copy of your receipt.

Whitehorse Music will offer you a replacement, refund or store credit of equal value.

 

4. The product is not what I want – I changed my mind

 If you wish to return the product please contact us as soon as possible to discuss a solution – contact us at via email at whitehorsemusic.shop@gmail.com or call Ph: (03) 9890 1049. 

In most cases, Whitehorse Music will also gladly accept a returned product where you have changed your mind, provided the product is returned in as new condition within 7 days of purchase with a copy of your receipt.

 

Please take note regarding:

 

♫       BOWS

 

♫       ROSIN

 

♫       STRINGS

 

BOWS:

The Bow can be delicate and mishandling can lead to breakage. A bow is made to be tightened to a certain tension. In most cases, if the bow hair is tightened too much the wood at the tip will break. In this case the bow cannot be returned.

The hair on the bow is considered a consumable; depending on how much the bow is tightened and how the hair is treated the hair may fall out prematurely or stretch; meaning the bow cannot be tightened up properly due to misuse. In this case the bow cannot be returned.

 

ROSIN:

If Rosin is used or broken it may not be returned unless

 a)      the rosin was damaged in shipping

 b)      the rosin was used as part of an instrument package (refer to 2.)

 

 
STRINGS:

Strings may be returned if they are new still in their packet. Therefore if the strings have been installed onto an instrument they are not returnable.

 

Warranty:

 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Whitehorse Music do our best to keep this website current and update.  However, prices and accurate descriptions (dimensions etc) are subject to change without notice due to changes by manufacturers.

Whitehorse Music’s intention is to provide customers with their rights.

 

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Shipping

We can ship to many places in the world. 



Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.