Refund policy

Return Policy
Here at Pony Music we understand that sometimes things don’t go as planned, sometimes an item can develop a fault, or things go haywire. No worries! We are here to help and are closely tied with manufacturers and/or their authorised Australian Distributors to give you the service you need.

Our suppliers are highly supportive and easy to work with, ensuring a smooth and straightforward process for warranty claims. We aim to make it hassle-free so you can get back to making music with your gear for years to come.

All new products come with a limited warranty from the supplier, with terms varying depending on the brand and product. If you have any questions or need assistance with a warranty issue, feel free to reach out and we’ll get back to you as soon as possible!

Please note: Pony Music does not provide additional warranties beyond those offered by the manufacturer.

Pony Music does not offer refunds or returns unless the item is faulty and covered under warranty.  At our discretion, we may consider an exchange for another item, however, additional restocking fees may apply due to costs incurred by us.

Exchange Conditions
To qualify for an exchange, your item must be:

  • Unused and in brand-new condition

  • In its original packaging with all protective material still intact 

  • Returned within 14 days of purchase

  • Returned with shipping costs paid by the purchaser

If these conditions aren’t met, we may reject the exchange. Some opened items may still be accepted at our discretion, so please contact us first if you’re unsure or confused on our exchange policy. 

If you have questions about a specific item, just send us an email at Info@ponymusic.com.au or call us at (03) 9702 3244 and one of our friendly staff will give you a hand!

Important Shipping Info
If your order is returned to us by the courier you may be charged for both the original and return shipping costs. These are our return to sender fees.

Shipping Insurance: While we try our best to insure all items sent to you, we cannot take responsibility for items damaged or lost when being returned. If this happens, we recommend seeking reimbursement from the shipping provider and contacting the relevant authorities about stolen parcels.

Shipping to you: Sometimes things go wrong in shipping, we completely understand. However if an item is stolen from your doorstep when a courier has left it in a safe space we strictly do not carry this liability and the best course of action is to contact your local law enforcement and follow their procedures put in place.

If you ever have any questions we’re always happy to help. Give us a call and chat to one of our friendly staff members!