Merchandise Return & Refund Policy

Vivace music wants everyone to be satisfied with their purchase. It is our policy to handle merchandise returns, exchanges and warranty repairs as courteously as possible so that your shopping experience at Vivace music will be pleasant. The following mandatory conditions must be followed, however, to ensure your eligibilty for returning or exchanging.

1. The return or exchange must be made within 7 days of the purchase date (or within 7 days following receipt when given as gift.)
2. Present your SALES RECEIPT.
3. Return in the original box(es), including all internal packing materials.
4. Return all instruction manuals, manufacturer's information, and BLANK WARRANTY CARDS (do not complete the cards until you are certain that you are happy with your purchase, 3-5 days is a good test period.)
5. Refunds will be made by mail, usually within 10 business days of the return date.

Dead on Arrival

We encourage all our customers to unpack, read the instruction manual and test all products as soon as possible after purchase. If you believe the product has a fault call us immediately. We believe that 10 days from date of delivery is a reasonable time for you to be able to check that the product is in proper working order and as such any product found to be faulty within this time period will be classed as a "Dead on Arrival" product.

To return a DOA product:

Call (07) 3344 1880 for instructions
. On receipt of the product we will test it, if we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. 
If we (or the manufacturer) determine that the product is defective, we will then happily supply you with a replacement for the defective item.

Damaged in Transit

If you receive a product that is damaged in transit from us to you, you should:

1. If possible, refuse to accept delivery of the product.
2. Direct the courier to "Return goods to sender" and
   
3. Notify us on (07) 3344 1880 immediately.

Retain ALL packaging and if possible photograph the packaging and damage.

To return a Damaged in Transit product:

1. Call (07) 3344 1880 and within 3 days of receiving the goods.

2. On receipt of the product we will examine the it and the evidence provided, if we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you.
3. If we (or the manufacturer) determine that the product is defective, we will then happily supply you with a replacement for the defective item.
   

Incorrectly Shipped


If you receive a product that is incorrectly shipped (different to the one you ordered), we will instruct you on how to return the incorrect items.
If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), our change of mind policy below will be applicable. If the product was incorrectly shipped, we will supply the correct item to you.

Change of Mind


Please make your choices carefully as we do not refund. We are happy to spend time with you prior to your purchase to ensure your choices suit your needs. However, due to the nature of the products we sell we cannot accept goods back due to a change of mind.

Canceling an Order that hasn't been shipped.


Breath easy! Don't worry we are always happy to help, a change of mind at this point is OK. If payment has already been made by credit card however there will be a nominal charge to cover our admin fee.

Out of Stock / Customer Service Policy

If you make a purchase of an item that unfortunately is out of stock, we will contact you immediately by phone or email to give you the options available to you. We try very hard to restock the item asap to full fill your order. Store credit can be given  of the same value if you decide to cancel the unavailable item order.

Warranty Claims: 


If bad luck has struck and your product ceases to function correctly:

1. Read your manual, carefully. 90% of all claims are a result of improper use. If you are not sure call Vivace music on
   (07) 3344 1880. We are happy to talk over the situation with you.

2. Try to isolate the issue to a particular set of events, this will help speed up the warranty claim.
3. Have your original invoice number handy.

4. On receipt of the product we will test it, if we find that the product is in full working condition we will contact you to discuss. If the product has been sent directly to a repairer and the repairer believes the product is in full working condition the cost of that service must be met by you the customer.

5. If we (or the service agent) determine that the product is defective, we will then happily process a speedy warranty claim for you and get your product/s back to you ASAP.