Refund policy

Refunds and returns

If something is wrong with it

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. This includes preloved gear.

You can choose a refund or a replacement if an item has a major problem. That is when the item:

• has a problem that would have stopped you buying it if you had known
• is unsafe
• is very different from its photos or description
• doesn't do what we said it would, and can't easily be fixed.

Or you can keep it, and we'll pay you for the drop in value.

If the problem is not major, we'll repair it in a reasonable time. If we don't, you can choose a refund or a replacement.

For a faulty item there is no restocking fee and no time limit in this policy. You don't need the original packaging. We pay reasonable return postage, or we'll arrange pickup for large items. Refunds go back to your original payment method.

If it arrives damaged

Tell us within a few days, with photos. We'll repair, replace or refund it. Any claim with the courier is our job, not yours.

If you change your mind: our extra offer

The law doesn't require a refund when you change your mind, but we offer one, on new and preloved gear, in store and online:

• Return it within 7 days of the day you receive it.
• It must come back as you received it: no new marks, wear or damage, with everything that came with it, and with proof of purchase.
• A 20% restocking fee applies to change-of-mind refunds. It covers re-checking, re-photographing and relisting the item. We refund the other 80% to your original payment method.
• You pay the return postage for a change-of-mind return.
• Change-of-mind returns don't apply to strings, or to anything that goes in your mouth (harmonicas, mouthpieces, recorders, whistles, kazoos).
• A paid-off layby counts from the day you collect it.

How to return something

Call (07) 3392 6888, email admin@southsideguitars.com.au, or come in to 16 Chrome St, Salisbury QLD 4107. Please keep your receipt or order email.

Southside Guitars warranty on used gear

Who: Southside Second-Hand Pty Ltd trading as Southside Guitars, 16 Chrome St, Salisbury QLD 4107. (07) 3392 6888. admin@southsideguitars.com.au.

What's covered: electrical faults for 3 months and structural faults for 6 months, counted from the day you receive the item.

Not covered by this warranty: damage from misuse, neglect or accidents, such as heat (like a hot car), an instrument leaned against something and knocked over, or a strap or strap pins not fitted properly; unreasonable wear and tear; service items such as strings, batteries and setups; repairs done by someone else; items sold "as is" at a bargain price, when this is marked on the tag and receipt.

How this warranty works: bring or send the item to us for repair. Under this warranty we choose whether to repair or replace it, how to repair it, and which parts to use. We don't pay for repairs or diagnosis by someone else.

How to claim: call us first: we can often work out the problem over the phone. Or email us with your receipt and photos, or bring it to 16 Chrome St, Salisbury QLD 4107. Post claims to the same address. Keep your postage receipt: once our techs confirm a valid claim, we refund reasonable postage both ways.

These benefits are in addition to your other rights and remedies under the law.

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 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.

New gear

New gear also comes with the maker's warranty. That's on top of your rights with us: you can always come to us first. Some of the makers' warranties:

Items	Warranty
Cort guitars	5 years
Artesia piano and home studio range	1 year
Ashdown bass guitars and amps	5 years
Crafter acoustic instruments	1 year
HK Audio pro audio equipment	5 years registered
Hughes & Kettner guitar amps	3 years registered
Mammoth gig bags, cases, stands, cables	1 year
Mammoth MAM FLEX cables	Limited lifetime
Pig Hog Cables	Limited lifetime for "most products"

Layby

20% deposit, then payments on the schedule we agree. Pick up within 3 months. You can cancel any time before pickup. We refund everything you've paid, less a A$30 cancellation fee that covers our costs. Or, if you prefer, we move the full amount to store credit or another item, with no fee. We can only cancel if you miss payments as set out in your agreement, if we close, or if the item can't be supplied. If we cancel for any reason other than missed payments, you get everything back.

Southside Second-Hand Pty Ltd trading as Southside Guitars. ABN 57 165 444 584.