Refund policy

Returns Policy

At Music2u, we want you to be happy with your purchase. If there is an issue with an item you have received, please contact us and we will work with you to resolve it.

Nothing in this policy is intended to exclude or limit your rights under the Australian Consumer Law.

Product Returns

You may be entitled to a repair, replacement or refund where a product:

  • is faulty or defective
  • has been damaged in transit
  • is incorrect or does not match its description
  • is not fit for its intended purpose

Where a return is approved due to a fault, damage, incorrect item or another issue covered by the Australian Consumer Law, Music2u will provide a prepaid return label by email where required.

Please retain your proof of purchase and, where practical, keep the original packaging until the matter has been resolved.

Change-of-Mind Returns

Music2u is not required to accept returns where you have changed your mind, ordered the incorrect item, found the item elsewhere, or no longer require it.

However, we may accept a change-of-mind return at our discretion, provided the item is unused, unopened, in original saleable condition and returned with all original packaging.

For approved change-of-mind returns, return postage costs are the responsibility of the customer. Music2u does not charge a restocking fee.

Final-sale or clearance items may not be eligible for change-of-mind returns. This does not affect your rights under the Australian Consumer Law if an item is faulty, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Where an untracked shipping option is selected at checkout, Music2u cannot accept responsibility for parcels that are lost in transit after they have been dispatched. We recommend selecting a tracked shipping service where available, particularly for higher-value orders.

Hygiene and Health-Safety Items

For hygiene and health-safety reasons, certain products cannot be returned once they have been opened, used or removed from sealed packaging. This includes mouthpieces, reeds, harmonicas, headphones, earphones and similar items that come into contact with the mouth, ears or other personal areas.

This restriction does not apply where an item is faulty, incorrectly supplied or otherwise does not meet the applicable consumer guarantees.

Please check compatibility, sizing and product specifications before opening packaging. If you are unsure whether an item is suitable for your instrument or intended use, please contact us before purchasing and we will be happy to help.

How to Request a Return

Please email contact@music2u.com.au within 90 days of receiving your order and include:

  • your name and contact details
  • your order number
  • the name of the product or products you wish to return
  • the reason for the return
  • photos or other supporting information, where applicable

We will review your request and provide instructions for the next steps. If a refund is approved, you will be notified by email once it has been processed.

If you have any questions about a product or your order, please contact our friendly team. We are always happy to help.