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Policy

PONY MUSIC SHOP - Shipping and Returns Policy

 

Pony Music Returns Policy 

Returns, Refunds and Exchanges Policy
Thankyou for Shopping with Pony Music

If you are not entirely satisfied with your purchase, we're here to help. You are entitled to a refund or repair or exchange or credit if the goods you have purchased are:

  1. Faulty
  2. Differ significantly to those shown, advertised or described to you, or
  3. Do not do what they are reasonably expected to do

When you buy you should choose carefully. We don’t automatically refund because you simply changed your mind, unless this was explicitly a condition of the sale or included in advertising material. Remember to always keep your receipt as proof of purchase. 
Some items are non refundable, such as:

  1. Sheet music, CDs, DVDs, magazines and books cannot be returned due to copyright. 
  2. Computer software cannot be returned due to copyright. 
  3. Consumables such as guitar strings, cables included in packages etc, cannot be returned 
  4. Recorders, reeds, harmonicas and mouthpieces cannot be returned for hygiene reasons.

Returns

You have 7 calendar days to return an item from the date you received it.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.

Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment).You will receive the credit within 7 days depending on your card issuer's policies. Any shipping, freight or insurance costs, including return shipping can not be refunded.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-­refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

How to return an item 
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. You must return the item within 7 days of your purchase. Please email Pony Music at info@ponymusic.com.au to request a refund and return, and we will contact you to arrange the return of the item. 

Return Exceptions 
Some items cannot be returned if they are opened. These include Software, Valves, Guitar & Bass Strings, Print Music, and also any item which may harbour bacteria (Such as Microphones, Recorder, Kazoo, Reeds, etc). Merchandise that is worn, damaged, used or altered in anyway will not be accepted for return or exchange. If you are unsure please contact us.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us
If you have any questions on how to return your item to us, contact us on (03)9702 3244 or email: info@ponymusic.com.au 

Items Not Eligible
Any items that are marked and agreed specifically to be sold “AS IS” or Software, Valves, Guitar & Bass Strings, Print Music, and also any item which may harbour bacteria (Such as Microphones, Recorder, Kazoo, Reeds, etc) Merchandise that is worn, damaged, used or altered in anyway will not be accepted for return or exchange.

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Pony Music Shipping Policy

Any item with "Free Shipping" stated in the details ships to ACT, NSW, VIC, QLD and SA metropolitan areas for free (that's most items over $99 on our website)!! 

Free Shipping is not always available to WA, NT, Far North QLD, TAS or any non-metropolitan or remote location within Australia, as determined by us and depends on the size of the product purchased and shipping address. We will contact you if the shipping cost far exceeds the vale of the item or a reasonable shipping fee for the cost of the goods. * please note in around 10 years of online orders we rarely come across an excessive shipping fee that we have to discuss with the purchaser! 

Dispatch policy and shipping addresses

Most orders will be dispatched from Hallam, VIC by Couriers Please, TNT or Australia Post depending on the size of the item and the delivery address. Most orders are sent via a tracked service. Some orders may be dispatched directly from our supplier in order to shorten delivery time - you will be notified if this applies to your order.  Please allow up to 2 days for dispatch and 2-8 working days for delivery. Orders are covered by transit insurance. It is your responsibility to supply us with your correct shipping address. Couriered items cannot be sent to PO Box addresses.

We ask you for a valid shipping address, email address and your best contact phone number during checkout.  If possible please supply a BUSINESS address or an address where someone is able to sign for the delivery during business hours. 

Items sent by courier are delivered during business hours and require a signature for confirmation of delivery.   We therefore strongly recommend you nominate a BUSINESS ADDRESS or similar for shipping.  If there is no-one at the delivery address when the courier attempts delivery, you may be charged a re-delivery fee.

Items damaged in transit

DO NOT sign for a package if you suspect it is damaged. Signing for an item means it has been received in good order, and any damage is no longer the courier's responsibility. If your item is damaged, you must call us (03)9702 3244 or email us info@ponymusic.com.au to notify us within 24 hours. So we can help you best, please include your name, address, items ordered and a brief description of the apparent damage. All items will be assessed by us on a case by case basis.

Parcel tracking

Goods sent by courier can be tracked using the usual "track-and-trace" feature on courier websites.  You will find your Tracking Number (if applicable) and courier website address printed at the bottom of your shipment confirmation email.  Smaller orders may be sent via Australia Post Regular service without tracking.

Request for additional identification

For some high-value orders, we may ask you to provide additional identification to confirm credit card information.  You will be notified by us by telephone or email if this confirmation is required.  We appreciate your understanding as we try to minimise fraudulent transactions.

 

 



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