Refund policy

Returns & Refund Policy

Last updated: 24 January 2026

Quick Summary

  • 🎸 We sell brand-new musical instruments only
  • 🚫 No change-of-mind returns (except where required under applicable consumer law)
  • ✅ Returns accepted for faulty, damaged, or incorrect items
  • ⏱ Please contact us within 14 days of delivery for delivery-related issues
  • 📦 Return approval is required before sending items back
  • 🛠 Most instruments include a 12-month manufacturer’s warranty
  • 💳 Approved refunds are processed within 3–5 business days

This summary is provided for convenience only. Please read the full policy below.

Overview

FOSMORE sells brand-new musical instruments and related products only. To ensure all customers receive new, unused items, we do not accept returns for change-of-mind purchases, except where required under applicable consumer laws.

Pricing & Order Notice: Prices, product availability and delivery options may vary by region and are subject to change without notice. Orders are processed based on the selected country and currency at checkout.

Refunds, repairs, or replacements are provided in accordance with the Australian Consumer Law (ACL) and other applicable consumer protection legislation. Nothing in this policy limits or excludes your statutory rights.

1. Returns – Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged in transit, or incorrect, please contact us within 14 days of delivery at:

📧 help@fosmore.com.au

Please include:

  • Your order number
  • A description of the issue
  • Clear photos or video evidence where applicable

If approved, we will issue a Return Authorisation Number and provide return instructions. Items returned without prior approval cannot be accepted.

The 14-day notification period applies to delivery-related issues and does not limit your rights under the Australian Consumer Law for faults that appear later within a reasonable time.

2. No Change-of-Mind Returns

To the extent permitted by law, we do not offer refunds or exchanges for change-of-mind purchases, including:

  • Incorrect selection or suitability
  • Preference changes
  • Items opened or used beyond reasonable inspection

This policy ensures all customers receive brand-new instruments and does not exclude any rights you may have under applicable consumer laws.

3. Warranty – Musical Instruments

Most musical instruments sold by FOSMORE include a 12-month manufacturer’s warranty, unless stated otherwise on the product page.

The warranty covers manufacturing defects only and applies to the original purchaser.

Not covered:

  • Normal wear and tear
  • Strings, cables, consumables, accessories, or bonus items
  • Damage caused by misuse, modification, or improper setup
  • Environmental damage (including humidity or temperature exposure)
  • External or transit packaging

This warranty operates in addition to, and does not replace, your rights under the Australian Consumer Law, which may apply beyond the warranty period.

4. Assessment & Remedies

Some claims may require inspection, testing, or manufacturer verification. This may involve requesting photos, video, or returning the item for assessment.

  • Major failure: refund or replacement
  • Minor failure: repair or replacement

The appropriate remedy will be determined in accordance with applicable consumer law.

5. Return Shipping

  • Approved fault-related returns include return shipping
  • If a claim is rejected after assessment, return shipping costs may apply

6. Refunds

Once a returned item is received and assessed, we will notify you of the outcome.

Approved refunds are processed to the original payment method within 3–5 business days. Financial institutions may take additional time to finalise the transaction.

7. International Customers (New Zealand & Canada)

FOSMORE sells to customers in Australia, New Zealand, and Canada. Consumer protection laws vary by jurisdiction.

We honour applicable consumer guarantees and warranty obligations to the extent required by law in the customer’s country of purchase.

8. Your Consumer Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Nothing in this policy limits or excludes your statutory rights.

9. Contact Us

📧 help@fosmore.com.au
📬 FOSMORE
PO Box 25
Rosewater East SA 5013
Australia