Refund policy
We follow the ACCC (Australian Competition & Consumer Commission) directives for repairing, replacing and / or refunding for all purchases.
Our consumer guarantee means we will repair, replace, or refund (depending which is the best option) any item that isn't as described.
As per ACCC rulings, this consumer guarantees does not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase, misused the product in a way that caused the problem, knew of (or were made aware of) the faults before you bought the product, asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted.
Our 30-day return policy means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase (naturally, if you bought it from our online store, you'll have the email).
To start a return, you can contact us at merch@williamcrightonmusic.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at merch@williamcrightonmusic.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.