In order for us to serve you best, the below procedure should be followed:

  1. To initiate a return or warranty request, contact us on 07 5596 3465 or via email and provide your full name, best contact phone number, invoice number, product name and fault or damage description. Where there is no proof of delivery, delivery date will be assumed to be four (4) business days from the date of dispatch.
  2. If a return request is approved, we will give you return details and the return address. We may also request further information to process the return. Item(s) must be received by the return address within ten (10) business days. First Strings will not accept liability for damage which may occur during return transit. Please pack your returned item(s) carefully.
  3. If a repair or replacement is agreed on, the item is received and problem is confirmed, we will organise and complete this free of charge within a reasonable timeframe given the nature of the item and situation. You will be notified of this time estimate.
  4. If a refund has been agreed upon, the item is received and the problem is confirmed, the refund will be made within two (2) business days via the same method as payment was made. You will be notified via email once your refund has been processed.