Policies

Pricing & Delivery

Because prices, product descriptions and availability can change quickly, Billy Hyde Music does not warrant the accuracy or completeness of the information provided on the Site. Billy Hyde Music will not be responsible for any typographical errors or errors in illustrations, pictures or descriptions. Delivery prices valid for Australia only.

All prices are subject to change without notice. All prices include GST. Please allow up to 2 weeks for delivery. Where possible items will be shipped from one location. Some items may not arrive simultaneously.

Whilst we accept orders 24 hours a day, 365 days a year, orders will be processed during normal trading hours - Monday to Friday, 9am-5.30pm EST.

For delivery policy refer to Freight details below.

For general payment options and enquiries please call our Mail Order service on 1300 885 496 or email us at info@billyhydemusic.com.au.

Payment Terms

The only payment method available for Internet orders at this time is credit card.

We accept VISA, MasterCard, Bank Card, Money Order, Bank Cheque or Direct Deposit. Please select your preferred payment option when placing an order.

Additional processing time is required for the following payments: Money Order, Direct Deposit and Bank Cheque.

Cash is not a payment option that we accept.

All goods will be shipped when full payement is received and cleared.

Limited Warranty

All new products are sold with the Australian supplier's limited warranty. All second hand products have a three (3) month warranty. The full text of any such warranty is available, free of charge, upon written request addressed to:

Billy Hyde Music
PO Box 337
Ferntree Gully Vic 3156

Return Policy - Web Sales Only

If you are not completely satisfied with your purchase please contact us for a refund/exchange of the product purchase price, excluding freight and insurance costs, within ten days from the original shipping date. This does not include non-stocked items.

Refunds are only given under the following circumstances;

• have a fault that the customer could not have known about at the time of purchase
• do not do the job the customer was led to believe they would
• do not match a sample they were shown
• aren't as they were described
• goods are returned within ten days as specified above

A refund will not be given for the following reasons;

• no proof of purchase is offered
• the customer simply changes their mind
• the customer bought them for someone else who doesn't want them
• the goods have been damaged after the purchase
• were made aware of a fault before they purchased the goods

All returned goods must be in original condition (as sold), include a Return Authorisation Form, be in the original packaging complete with the warranty card and owner's manual, and show no signs of wear or abuse.

Warranty terms and conditions do vary depending on product and supplier please call us on 1300 885 496 for further details.

Please contact your local store for their in store policy.

Freight

Freight is calculated on size of the order and the remoteness of the recipients location. Shipping costs will be displayed at the checkout before purchase is confirmed. The delivery cost of larger items will be advised by a web sales consultant as soon as we receive your order.

If you wish to discuss freight please contact 1300 885 496. New Zealand customers please email us for a delivery quote. Sorry, but no other overseas orders taken due to security reasons.

An insurance levy of 1.5% (ex GST) is charged on all orders. This levy covers all goods from loss or damage in transit from warehouse to advised shipping address.

For larger items sent by courier someone must be present at the designated shipping address during normal business hours (Mon – Fri, 9am to 5pm) to sign for deliveries. Extra charges will be incurred for repeated drop off attempts.

Customer Service

The BHMG has a four pillar strategy for customer service:

• Service
• Advice
• Quality
• Value

Service

First and foremost is customer service. There are many aspects of customer service. Internet-sale's is one of these, but nearly every function we perform in our business has an impact on you the customer. We endeavour to complete every customer interaction and sale in a timely and efficient manner.

Every customer has the right to friendly & professional, product advice.

Advice

What does set us apart from the typical retail store is the depth and breadth of advice we are able to give that is intangible. The BHMG has a history of employing working musicians of all standards, again from the hobbyist to full time touring pro. As a group we can take specific product advice to another level, and offer, where needed, advice to assist people in using their purchases in their own unique environment.

Quality

It is the endeavour of the BHMG to be able to offer, quality, branded product lines to our customers, in every product group we carry. As a group we aspire to the good, better, best philosophy of retailing. Even our entry level product lines are of quality at the price point they occupy in the retail music market.

Value

Supporting, service, advice and quality, the perception of value goes a long way to ensuring that you the customer become repeat a customer.

We want to ensure that your sales experience is not only based on price, but the service and advice that you received in the sales process.

Our BHMG purchasing strategy also contributes to the value proposition by ensuring that customers are receiving competitive pricing across all segments of our product range, because of the efficiencies and bulk buying incentives gained.

Lay-By

Please contact your local store for more detail.