RETURNS & REFUNDS POLICY
Items may be returned within 14 days from the delivery date for a refund, exchange or credit. Items that have been opened may be accepted back at our discretion, however a restocking fee may apply. For more information about our returns policy see the information below.
NOTE: 14 DAY RETURN POLICY ONLY APPLIES TO NEW ITEMS. SECOND HAND AND VINTAGE ITEMS ARE EXCEMPT FROM THE 14 DAY RETURN POLICY.
ALSO EXCEMPT FROM THIS POLICY ARE SPECIAL ORDER ITEMS FROM THE SUPPLIER WAREHOUSE (ITEMS NOT IN STOCK IN THE SHOP). BECAUSE THESE ITEMS ARE ORDERED ON-DEMAND, ONCE ORDERED THEY CANNOT BE CANCELLED.
14 Day Easy Returns
We want you to be totally happy with the products you purchase from Deep Tone Music. If at any time within 14 days of receiving your order, you are not 100% satisfied, you may return it to us for a refund, exchange or credit. Items that have been opened may be accepted back at our discretion, however a restocking fee may apply. Unfortunately we cannot accept returns of some items (such as earphones) for health reasons. Any items damaged due to reasons not covered under warranty cannot be accepted back for refund under our 14 Day Easy Returns policy. It's the customer's responsibility to get the purchase back to us and associated shipping fees are not refundable. Returns must include any products bundled with the purchase (such as a bonus item or voucher).
Is my gear faulty?
If the product you have purchased from Deep Tone Music has a manufacturing fault, Deep Tone Music will facilitate the repair or replacement under the warranty provided by the Australian distributor of that product. If the item is DOA (dead on arrival) or develops a fault that is covered by the warranty within 30 days from the delivery date we will replace the item immediately with a new one.
When starting out with any new piece of technology, it is of utmost importance that you read the manual and setup instructions to ensure you understand how to properly and safely operate your gear. Commonly we find that equipment is not faulty but rather is being incorrectly used, so please be sure to check the basics before returning your gear:
Check leads, plugs and connections
Read the manual
View manufacturer websites for any updates on product manuals, features or firmware updates
If returning something as DOA / under warranty, please return it with full packaging to the best of your ability
How do I return a faulty item?
Please email firstname.lastname@example.org with the following information about your faulty equipment:
Detailed description of fault
Once Deep Tone Music has received your information, we will contact you with advice on where to send your product to be repaired, whether that is Deep Tone Music or a local repair centre.
Please Note: For faulty items within the 30-day period, we cover postage costs. Outside of this timeframe, the customer is responsible for freight back to us or to the local repairer, we are happy to cover costs back to you if you are not able to collect in person.
How long will my repair take?
In our experience, the average repair turnaround time is 2-4weeks. The warranty process can sometimes be further delayed due to factors such as parts availability, transit times and the workload of the repairer / supplier.
Rest assured, we want a reasonable turnaround time for your warranty. If your product has been at the repairer / supplier for 4 weeks, we automatically flag your repair as urgent and request an immediate update. We’ll be in touch with the update at that point. So until then, there is no need for you to call us.
Please Note: Our suppliers and repairs will be generally be closed over Christmas, so please expect longer wait times over that period. If your item is functioning, you’re welcome to return it after the Christmas break so you can continue using it until then.
Things to remember...
Most distributors require that any units repaired under warranty must have a proof of purchase, so hold into your receipt and keep it safe.
Deep Tone Music does not accept liability for returned goods damaged in transit, so pack your returned goods carefully. Always keep original boxes for your equipment so you can safely move or send your unit for repair. If you do need to send the unit back without the original packaging, make sure it is packed and padded securely as damage can occur to poorly packaged returns.