REFUNDS & RETURNS POLICY

This policy applies to all purchases from Backbone Drum Store: online, local pickup and in person at Backbone Drum School. Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

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Change of mind
We don't offer refunds or exchanges for change of mind. This includes choosing the wrong size or model, and opened or used drum heads and drumsticks. Please check sizes and specs before ordering. If you're unsure what you need, ask us and we'll help you choose.

 

Sale and clearance items
Sale items are covered by the same policy. Your rights under the Australian Consumer Law still apply if a sale item is faulty.

 

Cancelling an order
If your order hasn't been dispatched or collected yet, contact us as soon as possible and we'll cancel it and give you a full refund. Once an order has been dispatched, it can't be cancelled.

 

Special orders
Special orders are items we don't normally stock and order in for you. They require a non-refundable 50% deposit at the time of ordering, with the balance due before the item is shipped or collected. If you cancel a special order for change of mind, we keep the deposit to cover our costs. If we can't get the item, we'll refund your deposit in full.

 

Faulty, incorrect or not-as-described items
If an item you receive is faulty, damaged, not as described, or not what you ordered, we'll repair, replace or refund it. For a major failure, you can choose whether you get a replacement or a refund.

 

What isn't a fault
Drumsticks and drum heads are consumable items that wear with normal playing. Stick breakage, chipping, head dents, stretching and coating wear from normal use aren't faults. Damage from misuse, accidents or incorrect installation isn't covered either.

 

How to make a claim
Contact us before sending anything back. Returns sent without our approval won't be accepted. Email backbonedrumschool@gmail.com with your name, order number, the product, a description of the issue and photos. Once we approve the return, we'll give you instructions. We cover reasonable return postage for faulty or incorrect items.

 

Inspection and refunds
We may need to inspect the item before confirming a remedy. Approved refunds go back to your original payment method within 5–10 business days of us receiving the item. Your bank or card provider may take longer to process it.