music hall

Warranty & Returns

In-Store Returns and Warranty Policy

Music Hall Australia has a dedicated warranty and returns policy for products purchased in store at one of our retailers.

IN STORE

If you believe you are entitled to a full refund for your purchase, please contact your retailer directly. Make sure you visit their website to read their policies, and either call or visit their store as soon as possible to discuss next steps.

 For replacement and repairs, you can contact us directly. The following policy applies.

WARRANTY FORM

If the customer discovers what they believe is a product defect it is the customer's responsibility to contact the Convoy Support team via completing the Convoy International Warranty Form within 48 hours** of receiving the delivery, or within the specified warranty duration. Our customer support personnel are available during business hours (Monday – Friday, 9am – 5pm) to assist the customer in diagnosing and fixing any problems the customer may encounter in the use of the product.

Complete the Convoy International Warranty Form

WHAT IS COVERED

The Convoy International warranty agreement covers defects in materials and workmanship on every product and within the warranty period, subject to exceptions. The Warranty period begins from the date Convoy International ship the applicable product to the customer, as determined by the date on the packing slip or invoice. The warranty period is not extended if Convoy International repair or replace a warranted product.

Please note that Convoy International do not provide warranty coverage for the below: 

  •     Problems that result from external causes such as accident, abuse or misuse.
  •     Usage that is not in accordance with the product instructions
  •     Products that are used outside of Australia
  •     Products with missing or altered serial numbers
  •     Products which have had their housings opened or otherwise tampered with
  •     Problems caused by using third party accessories, parts or components

RETURNS AUTHORITY

If in the diagnosis of reported performance issues with the customer’s product our customer support personnel determine that the customer product qualifies for a Warranty Return, a Returns Authority (RA) request will be initiated and a unique RA number will be emailed to the customer. Every warranty return must have an associated (RA) number.

RETURN CONDITIONS

All products must be returned in the original packaging with all contents included. Please ensure that any previous shipping labels or other delivery markings has been removed or covered completely. Failure to return all items included with the customer’s product, or returning the product without the manufacturer packaging may result in the product being shipped back to the customer at the customer’s own expense. Proof of purchase is required with all returns otherwise repairs will be at the customer’s cost.

Returns Shipping Details

To ensure successful delivery, ship returned products using the address provided:

Convoy International
c/o: Music Hall
Unit 2/314 Horsley Road
Milperra
NSW 2214

Convoy International will not be responsible for returned products sent without proof of tracking details. It is the sender’s responsibility to retain a copy of the shipping details with the applicable tracking number. The return is at the customer’s expense therefore Convoy International recommends the customer ship the product back to us via TNT or Registered Australia Post to ensure successful delivery.  The customer has 14 days from the date of RA request to return the customer’s original product.

RETURN SHIPMENT TRACKING

The customer must email the Return Shipment Tracking number to: esales@convoy.com.au 

Please include “Shipment Notification: RA # (please include the customer’s RA number here)” in the email subject line and the returns shipment tracking number and the day and time of drop off in the email body.

RECEIVING A REPLACEMENT

In the event Convoy International cannot help resolve the issue over the phone, the customer may be entitled to a replacement product under the terms of Convoy International warranty agreement. Replacement products may include refurbished products that have been re-certified to conform with product specifications.

The customer’s replacement product will ship upon receipt and inspection of the customer’s original product. As part of the returns process, the customer will receive an email notifying the customer the replacement order has been placed and another email notifying the customer that the product has been shipped.

Convoy International will cover the cost of return shipment. The customer will not be charged for the replacement product as long as the customer returns the original product to us within 14 days after issuance of the RA.

If Convoy International do not receive the original product within 14 days, or if Convoy International determine that the problem with the customer’s product is not covered by warranty, Convoy International will charge the then current standard price for the applicable product to the customer’s credit card or the original form of payment used at the time the customer placed the original order. 

RECEIVING A REFUND

If the customer wishes to receive a refund for faulty goods, instead of replacement, credit will be applied to the account used for the original purchase once the faulty product has been returned and inspected. Refunds will not be given for return shipping costs or other expenses incurred by the customer.

PROBLEMS OUTSIDE OF WARRANTY

If Convoy International determines the problem is not covered under warranty, Convoy International will notify the customer and offer service or replacement alternatives that are available to the customer at their cost.

WARRANTY TERMS

The below table provides details regarding warranty terms for Music Hall Australia products.

BRAND CATEGORY WARRANTY PERIOD
Music Hall Turntables 3 years
Music Hall Cartridges, Stylii, Accessories 1 year