RETURNS POLICY

We are grateful for the pleasure of serving you and meeting your music supply needs, more importantly, we want you to love your purchase. Our online Returns Policy includes the rights you have under the Australian Consumer Law.

If you are not satisfied with the product(s) purchased online, for any reason, you must contact an ORION dealer to obtain a returns authorisation within seven (7) days of the receipt of your order. All products must be returned to the store.

Warranty coverage

ORION warrants the instrument and the accessories that it comes with against defects in materials and workmanship when used normally in accordance to the advice of certified ORION dealer. ORION instruments have the following manufacturing warranty period: violin, viola, cello, double bass, guitars, ukulele, flute, clarinet, trumpet, trombone, saxophones covered by a 5 year warranty period; acoustic piano covered by 10 years warranty period. 

 

This Warranty does not apply: (1) to consumable parts, such as strings, pegs, bridge, machine-heads or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; (2) to cosmetic damage, including scratches, dents and broken parts unless failure has occurred due to a defect in materials or workmanship. Wooden instruments such as the violin, viola, cello guitar, and piano can have varying tone and colour in the wood, thus the images on this website, as advertised, may show varying looks in the wood in the actual product; (3) to damage caused by use with a third party component or product that is not recommended by any ORION experts; (4) to damage caused by accident, abuse, misuse, fire, earthquake or other external cause; (5) to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of ORION certified dealer; (6) to an ORION Product that has been modified to alter functionality or capability without the acknowledgment of the ORION dealer; (7) to defects caused by normal wear and tear or otherwise due to the normal aging of the instrument, (8) if any printed or engraved label of ORION product has been removed or defaced, or (9) if you cannot prove in any way that you are the authorised user of the product (eg. by presenting proof of purchase).

 

Change of Mind

You may request for an exchange as long as the product(s) is returned in a saleable condition with original proof of purchase. If you are unable to provide satisfactory Proof of Purchase, we are unable to provide you with a change of mind return or exchange. Please note that the team members are not responsible for proving your purchase. You must supply the proof of purchase, which the team members can validate.

  • By saleable condition we mean that the item hasn’t been opened or used, is still in its original packaging and all manuals, packaging and accessories are included.

The store team members will assess the item (in-store and online returns) to determine whether an exchange will be offered in accordance with our Returns Policy. Delivery and gift wrapping costs are non-refundable for change of mind returns.

 


 

Faulty Product(s)

You are entitled to a replacement or refund for a major failure. 

Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods or service has a major failure, you may reject the good or service and seek a refund (the refund will be provided using your original payment method), exchange or repair or you may keep the item and seek compensation for any drop in value.

If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. Since most of the musical instruments are made of wood, it may be affected by the weather in Western Australia. Pianos and the string instruments are most susceptible to temperature changes. As a result, allow time, and adjustments to be made on the instrument as all natural wooden items are prone to weather affects.

If the product was damaged during shipment, please include photos of the damaged shipment packaging and damaged product when requesting for a Return Authorisation.

A refund or exchange will be issued after the product(s) is received in store and is deemed faulty if it is broken, damaged or has a manufacturing fault. All returned products must contain the original contents of the shipment, including product packaging / box, accessories, manuals and any other related documentation. We accept no responsibility for any loss or damage occurred during the transport of the return. 

Where an item is damaged through misuse, neglect or abnormal use, we will not provide a refund, exchange or repair.

Contact us should you have any questions.