Postage, Returns Policy and Warranty POSTAGE Please allow up to 5 Business days (ETA) for items (other than string instruments) sent via Regular Post (not express post) The ETA (Estimated Arrival Time) is counted from the next business day after you receive the Item Shipped confirmation email from our website.  For customers from rural areas, please allow an extra day or two on top of normal 5 business days delivery via Auspost Registered 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 comes up at www.auspost.com.au when the item reaches its closest Auspost depot to its final destination where the barcode is scanned. Sometimes, items will NOT be scanned at the post office where they are lodged because Auspost is a franchised business. Please allow up to 10 Business days for String Instruments sent via Regular Post (not express post). Customers Please Note: If choosing Express Post, please make sure your postcode is within Auspost Express Post Network. You can check this on www.auspost.com.au We will certainly assit you if your order doesn't turn up within the ETA by ringing Auspost customer service for you, but Whitehorse Music is NOT responsible for any order that doesn't reach its destination within ETA.  RETURNS POLICY & WARRANTY 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.shop@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 email whitehorsemusic.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 (927 Whitehorse Road, Box Hill VIC 3128) with a copy of your receipt. Whitehorse Music will offer you a replacement, refund or store credit of equal value. The 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 (927 Whitehorse Road, Box Hill VIC 3128). Whitehorse Music will offer you a refund or store credit of equal value. 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 (927 Whitehorse Road, Box Hill VIC 3128) 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.     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: Whitehorse Music provides a 1 year warranty to almost all items. (Strings and bow hair do not carry a warranty). Warranty returns are applicable if the item is damaged due to manufacturing faults. Warranty can not be claimed on an item that has been damaged due to misuse or neglect.   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 regarding Trade Practices Act 1974 Australia.

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