Warranties

The First Strings warranty applies to all instruments, cases and bows purchased through www.firststrings.com.au. If an item is determined by First Strings to have a manufacturing defect covered by this warranty, we will, at our discretion, repair or replace the item for the original purchaser.

Warranty Coverage

All new instruments and cases are warranted against defects in materials and workmanship for a period of twelve (12) months from the date of purchase. This warranty includes fittings such as chinrests, endpins and tailpieces.

Bridges and bows are covered by a six (6) month warranty against defects in materials and workmanship.

Strings, bow hair, rosin and other consumable items are not covered by this warranty. Customers should inspect strings carefully before fitting them to their instrument, as fitted strings cannot be returned unless required under the Australian Consumer Law.

This warranty does not cover damage caused by misuse, negligence, accidental or intentional damage, normal wear and tear, incorrect storage, exposure to excessive heat, cold or humidity, rust or corrosion of metal components, or fading and wear of varnish resulting from normal use or improper cleaning. Open or unglued seams and other damage caused by changes in temperature or humidity are also not covered.

How to Make a Warranty or Return Request

To initiate a warranty claim or return request, please contact First Strings on (07) 5596 3465 or by email at orders@firststrings.com.au. Please provide your full name, contact phone number, invoice number, product name and a description of the fault or reason for the return. Where there is no proof of delivery, the delivery date will be deemed to be four (4) business days after the date of dispatch.

If your request is approved, we will provide you with return instructions and the appropriate return address. We may request additional information or photographs to assist in assessing your claim. Approved items should be returned within ten (10) business days.

Customers are responsible for ensuring returned goods are packaged appropriately. First Strings cannot accept responsibility for damage or loss that occurs during return transit.

Once the returned item has been received and inspected, we will notify you of the outcome.

If a repair or replacement is approved, it will be completed free of charge within a reasonable timeframe, taking into account the nature of the product and the repair required. We will advise you of the estimated completion time.

If a refund has been approved, it will be processed within two (2) business days using the original payment method. You will receive confirmation by email once the refund has been completed.