Returns

Return/Refund Policy

Change of Mind Returns

We value our customers so if you change your mind you can return most products to us within 14 days of your purchase provided that:

· You have valid proof of purchase (usually a receipt);

· The product and packaging are in their original condition;

· The product is in a re-saleable condition; and

· The product has not been used or damaged.

(collectively Return Requirements).

We will not accept returns for:

· Gift cards and vouchers;

· Any products advertised as being non-refundable for change of mind.

Where any product is purchased as part of a transaction qualifying for a free gift, the gift and the bonus item must be returned subject to the Return Requirements. If you are unable to return the gift or it is not in a saleable condition upon its return, the value of any available refund will be reduced by the market value of the gift.

Where we provide products as part of a bundled offer, all items within the bundle must be returned or the value of the unreturned items will be deducted from any available refund.

Consumer Guarantees

Ferguson Strings’ ‘change of mind’ returns policy is in addition to your statutory rights under the Competition and Consumer Act 2010 (Cth) and similar laws. If a product is faulty, not doing what it is supposed to do or is significantly different from its description, then you may be eligible for a refund.

If your product is one authorised for return under Consumer Guarantee returns, we will email you a ‘Postage Paid’ parcel label and instruction.

How to return your product

Please complete and submit the Online Return Form along with the returned product within:

- 14 days of the purchase of a change of mind returns; and

- a reasonable time for Consumer Guarantee returns

We recommend when returning your product to us that you consider:

· using parcel tracking; and

· purchasing shipping insurance where the value of the products returned to us amounts to $70.00 or more.

Import information

For ‘change of mind’ returns, the original shipping fee will not be refunded, and you must pay the full cost of returning the product to us.

For ‘consumer guarantee’ returns, the original shipping fee will be refunded for refund requests only. Exchanges of products will be posted free of charge.

If the Online Return Form is incorrectly completed or you do not comply strictly with this policy (for example, a product is returned because you believe and have indicated that it is faulty and we later determine it is not faulty, or a product returned for change of mind is not resaleable when we receive it) we will be unable to provide you with a refund or exchange.

Refunds will be processed within 7 -21 days from the date that we receive the returned product from you via PayPal.