Returns

At First Strings, we understand that sometimes a purchase may not be exactly what you were expecting. Subject to the conditions below, we may accept returns for change of mind.

Sheet music, books, educational materials, opened CDs or DVDs, opened or fitted strings, rosin, cleaning products, and any other consumable items cannot be returned due to change of mind or order errors. Clearance, sale and special-order items are also not eligible for return unless required under the Australian Consumer Law.

Instruments, cases, bows and other non-consumable accessories may be returned for change of mind provided you contact First Strings within seven (7) days of receiving your order. Returned items must be unused, undamaged, in as-new saleable condition, and include all original packaging, accessories and proof of purchase.

Return shipping costs for change of mind or order error returns are the responsibility of the customer. Original shipping charges are non-refundable. Where free shipping was provided, First Strings reserves the right to deduct the actual shipping cost incurred from any refund.

Once the returned item has been received and inspected, any approved refund will be processed to the original method of payment within two (2) business days.

Special Order Items

Products specially ordered at the request of a customer that are not normally stocked by First Strings are considered special-order items. As these products are purchased specifically for the customer, they cannot be cancelled, returned or exchanged due to change of mind unless required under the Australian Consumer Law.

Exchanges and Restocking Fees

Where an exchange is requested due to a change of mind, incorrect size selection or any reason other than a product fault, the customer is responsible for the cost of returning the original item as well as the shipping costs associated with sending the replacement item.

If a customer chooses to return an item for a refund due to a change of mind, an approved return may be subject to a restocking fee of up to 10% of the purchase price. This fee helps cover the costs associated with inspecting, servicing, cleaning, repackaging and restocking the item for resale.

Returned items must be received in unused, as-new saleable condition with all original packaging and accessories. If an item has been used, damaged or is otherwise no longer suitable for sale as new, First Strings reserves the right to refuse the return or reduce the refund to reflect the loss in value.

Restocking fees and shipping charges do not apply where a customer is entitled to a remedy under the Australian Consumer Law, including where goods are faulty, not as described, or fail to meet consumer guarantees.