Returns & Refunds Policy

At Monique’s Music, I want you to be happy with your purchase. This policy explains when returns, refunds and exchanges are available for products purchased through the Monique’s Music website.

Change of Mind

If you change your mind about a purchase, you may request a return within 7 days of receiving your order, provided the item is unused, unopened and in its original saleable condition. Once the item has been received and inspected, I will confirm whether the return is eligible for a refund.​ Original postage costs are non-refundable for change-of-mind returns, and the cost of returning the item is the customer's responsibility.

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Items that cannot be returned for change of mind

For hygiene and safety reasons, opened or used reeds, mouthpiece accessories and other products that cannot reasonably be resold may not be eligible for change-of-mind returns.

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Digital products, including downloadable PDFs and music resources, are not eligible for change-of-mind refunds once they have been downloaded or accessed.

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Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or is not the item you ordered, please contact me as soon as possible, and no later than 7 days of receiving your order.

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Please provide:

• Your order number

• A description of the issue

• Photographs of the item and packaging where appropriate

I will assess the issue and work with you to provide an appropriate remedy.

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Your rights under the Australian Consumer Law are not affected by this policy. Where a product has a problem that constitutes a consumer guarantee failure, you may be entitled to a repair, replacement or refund depending on the circumstances.

Pre-Loved Instruments

Pre-loved instruments are inspected and serviced as described in the individual product listing. Any known cosmetic marks, signs of previous use or other relevant condition issues will be disclosed in the product description.​ If a pre-loved instrument has a warranty, the applicable warranty period and conditions will be stated in the individual product listing. This does not limit your rights under the Australian Consumer Law.

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Returning an Item

Please contact Monique’s Music before sending an item back. I will provide return instructions where a return is approved. Unless the item is faulty, or incorrect, return postage costs are the responsibility of the customer.

Monique’s Music is not responsible for items lost or damaged while being returned, so please use appropriate packaging and a trackable postage service.

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Refunds

Approved refunds will generally be processed using the original payment method.

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Once your return has been received and assessed, I will let you know whether the refund has been approved and the expected processing timeframe. Bank processing times may vary.

Contact

If you have any questions about a return, refund or product issue, please contact:

Monique’s Music
Stafford, Brisbane, Queensland, Australia

Email: moniquesmusic.au@gmail.com

Website: www.moniquesmusic.com.au

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable legislation.