Returns & Warranty
Returns & Refunds
Sheet music, books, opened CDs, fitted strings and sale items MAY NOT be returned and refunded if you simply change your mind or make a wrong decision.
Instruments and bows may be exchanged, or returned for a full refund WITHIN THREE TRADING DAYS ONLY as long as they are deemed to still be in a saleable condition.
All other items including cases, unopened strings and accessories may be exchanged, or returned for a full refund WITHIN SEVEN DAYS ONLY as long as they are deemed to still be in a saleable condition.
Please note that there is no additional warranty against strings breaking once they have left the store, regardless of whether:
- + the strings are fitted by a staff member in-store
- + the instrument is purchased or rented from SSC
Please check your new strings thoroughly for any possible defects BEFORE fitting them to your instrument.
You can choose between a refund, exchange or credit where goods:
- + are faulty
- + have been wrongly described
- + are different from the sample shown to you, or
- + do not do what they are supposed to do
Extra Fees and Charges
For online orders, returns due to change of mind will incur a charge to cover the cost of shipping and insurance both ways. Return shipping must be paid by the customer unless as a result of our error or faulty goods. All products must be returned in their original condition. Further charges may be incurred if the product is returned in a less than satisfactory condition resulting from use, damage after delivery, or if any attempt has been made to alter the product or if it has been dropped or broken.
How To Return Items - Online Orders
1. Call 02 9417 2611 or email
to explain the nature of your issue with the product/order. No goods shall be refunded without prior agreement between the customer and The Sydney String Centre. We will be in touch within 24 hours.
2. If your return is approved, please send your item(s) to:
The Sydney String Centre
PO BOX 258
Willoughby NSW 2068
3. You will be responsible for paying for your own shipping costs for returning your item (unless as a result of our error or faulty goods). Returned item must be undamaged, unused and in as-new condition, in its original packaging so please take care when packing your items.
4. We reserve the right to refuse the return of any item that does not comply with this procedure.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. The Sydney String Centre will not be responsible for parcels lost or damaged in transit if you choose not to insure.
2 Year Limited Warranty for instruments including violins, violas, cellos and double basses
This Limited Warranty is applicable to the following Sydney String Centre brands in the musical instrument category and does not include cases or accessories. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Narlas Pty Ltd t/a The Sydney String Centre (SSC) warrants all instruments listed above to be free from defects in materials and workmanship for two (2) years from the date of original purchase, subject to the limitation herein. This limited warranty applies only to the original retail purchaser of a new (not second hand) product when purchased from The Sydney String Centre and is not transferable.
Brands covered under this warranty
+ Johann Stauffer
+ Francois Jacquot
+ Nicholas Deroux
+ Glanville & Co.
+ Otto Jos. Klier
+ Hagen Weise
+ Klaus Clement
+ Ernst Heinrich Roth
+ Aubert Luthierie
How do I lodge a claim?
The Sydney String Centre should be the first point of contact when service of any kind is required. You must cease using the goods as soon as you notice a potential defect.
To the extent feasible, defective components with a major failure that qualify for coverage under this Limited Warranty may be replaced or refunded. Defective components that do not amount to a major failure may be repaired or replaced at the discretion of SSC. Please see the ACCC website for a definition for what constitutes major failures: accc.gov.au/consumers/consumer-rights-guarantees
All transportation, insurance and freight charges associated with warranty service and repairs are the sole responsibility of the purchaser. If a defect is verified, you may be entitled to reasonable compensation for any charges incurred. Please retain proof of costs incurred.
What is covered?
The following items are covered by the 2 year Limited Warranty when determined by SSC to be caused by defective wood or as a result of the manufacturing process:
+ Cracks to the body of the instrument
+ Warping of the neck or fingerboard
+ Open or unglued seams or joints due to reasons other than temperature and humidity changes or from misuse
The following component parts are subject to a shorter period of warranty:
+ Strings – 2 weeks
+ Tailpieces and tailpiece components – 1 year from date of purchase
The following component parts are subject to a shorter warranty period of 6 months. The period may be extended by a further 6 months if the items are serviced by SSC before the end of the initial 6 months for a maximum duration of 12 months in total from date of purchase (please retain proof of servicing):
What is not covered?
The following items are not covered by this limited warranty:
+ Any damage caused by misuse, negligence or malice
+ Open or unglued seams or any other damage caused by temperature or humidity
+ Accidental or intentional damage to the instrument such as but not limited to knocking, dropping or scratching
+ Divots or indents in the fingerboard created by playing
+ Rusting of any metal (such as the strings or chin rest fittings)
+ Any damage to the instrument resulting from customisation or modification
+ Fading, wear or damage to the varnish caused by general wear, misuse, heat or cleaning incorrectly
We believe and strongly recommend that our instruments should be serviced by a qualified luthier every six months at a minimum. Failure to do so may affect a warranty claim.
IMPORTANT: PLEASE RETAIN YOUR ORIGINAL SALES RECEIPT, AS IT IS YOUR PROOF OF PURCHASE VALIDATING THIS LIMITED WARRANTY