Shipping and Returns
Shipping and Handling
Free shipping within Australia on orders over $75 with standard delivery.
$9.50 fee for standard delivery within Australia on orders under $75.
If you select express shipping, fees will be calculated by Australia Post at check out.
Large and bulky items (e.g.Cellos, and Cello Cases) will incur a shipping charge of $45.
Very fragile items requiring special packaging (e.g.bows) will incur a packing charge of $6.
Our Commitment to Care
- With over 25 years industry experience, our staff pack each order with the greatest care to ensure the safest possible delivery of all instruments, bows and accessories.
- If you order multiple items which can be packed safely together (e.g a cello, bow and cello case), we will always try to minimise costs and deduct additional shipping charges where applicable.
- Customers requesting a specific mode of shipping should contact us to ascertain any costs.
- Shipping to destinations outside Australia may be made using direct deposit only and shipping charges will apply. Please contact us for details.
Orders will be despatched via our preferred option of courier.
Making a Purchase
We do not charge for any item until it is ready to be shipped. Should an item you order not be available, or if, for some reason we are unable to despatch your order, we will notify you immediately.
For more expensive purchases, intermediate instruments or bows, we will try to contact you to confirm your order and specifications.
We accept payment either by direct deposit into our bank account, by debit card, Visa, MasterCard, Amex or AfterPay.
For products that are marked as “Enquire to Order” or “Out of stock”, we can offer a back-order service at your request or we can advise you when stock becomes available.
Most of the accessories shown on the website are held in stock. Wherever possible, orders received from Monday to Friday before 12:00 noon E.S.T for goods which are in stock will be despatched that day.
Orders will be despatched by the most appropriate option. Please contact us directly should you wish your goods to be sent by a non-standard mode of shipping.
Orders received during Holiday / Public Holiday periods, Saturdays or Sundays will be despatched on the next operating business day. Holiday periods will normally be advised on the announcement bar on our home page.
Delivery services are out of our control and as such Alex Grant Violins accepts no responsibility for any delay incurred as a result of using any delivery service. We will of course assist in following deliveries and where available, we will provide you with the carrier’s tracking code in the event you need to track your delivery.
All prices indicated on the website include Australian Goods and Services Tax (GST), currently levied at 10%.
Credit Card Security
Under the Trade Practices Act 1974 you may seek a refund if goods:
- are or become faulty through no fault of your own
- are not fit for a stated purpose or a purpose you made known at the time of making your purchase
- don’t match our description of sample with the exceptions noted below under “Other”
- have defects that were not obvious or we did not bring to your attention.
However, the goods must be returned within a reasonable period and you will be asked for proof of purchase.
If you prefer an alternative to a refund, we can arrange for goods to be exchanged or repaired.
For more information on warranties and refunds contact the ACCC info centre on 1300 302 502 or visit www.accc.gov.au.
All of our products come with a 30 day return offer, conditional upon the goods being returned to us, with our original invoice, in unused and undamaged condition and in the original manufacturer’s undamaged packaging (where appropriate). Please follow the instructions below on ‘How to Return Items’.
In the event a product is delivered in damaged condition, you must inform Alex Grant Violins by phone or e-mail within 24 hours of receipt, giving full details of the damage. Please follow the instructions following on ‘How to Return Items’.
How to Return Items
To return an item, complete the relevant section(s) of the AGV Return and Exchange Form and forward it to us along with the item and our original invoice, where appropriate, in the original packaging. Replacement of a damaged item or a store credit may be offered at our discretion.
Shipping and handling fees are not refundable unless the item/s returned were insured and received in a damaged condition, in which case we will refund both the despatch and the return delivery fees.
For our full terms and condition, please visit our Terms and Conditions page.