Refund policy

If you find yourself dissatisfied with your purchase, you have the option to exchange unopened items for a similar product, receive store credit, or request a refund within 30 days from the delivery date*. Please note that opened items may require discretionary consideration.

Conditions:

• Timeline:
  

  Items must reach us within 35 days from the delivery date stated on your invoice.

• Condition of Return:
  

  The item(s) must be returned in its original condition, including all accessories and packaging (e.g., instruction manuals, stickers, cables). We reserve the right to decline returns if products are received in unsaleable or damaged condition.
  
  For item(s) returned in undesired condition (scratched, chipped, dented, etc) will be subject to a restocking fee of up to 30% of its value.
  

• Return Costs:
  

  All return expenses are to be covered by you unless the item is deemed faulty. Any expenses associated with returning items to Nuance Lab Music are the responsibility of the purchaser. As couriers may pose risks, we highly recommend opting for registered and insured postage services. Please ensure thorough packaging of the item(s). Refunds will not be issued for items returned in their original product packaging used as shipping packaging.

To start a return, you can contact us at info@nuancelabguitars.com.au. Please note that returns will need to be sent to the following address: 5 Comber Cres, Pendle Hill, NSW, 2145

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@nuancelabguitars.com.au.

Damages and Issues

Please inspect your order upon receipt and promptly contact us if you notice any defects or damages, or if you have received an incorrect item. We are committed to resolving such issues swiftly and ensuring your satisfaction.

Exchanges

To expedite the process of getting the item you desire, we recommend returning the item you have. Once the return is approved, you can proceed with a separate purchase for the new item.

Refunds

Upon receiving and inspecting your return, we will notify you of its approval status. If approved, the refund will be processed automatically to your original payment method within 10 business days. Kindly note that your bank or credit card company may require additional time to finalize the refund. Should more than 15 business days elapse after return approval, please feel free to contact us at info@nuancelabguitars.com.au.

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