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Export & Distribution Policies

Return Policy

  • Final Sale Basis: All sales to distributors and retailers are final. Returns are not accepted except in cases where the product has a catastrophic manufacturing defect that cannot be remedied within the customer’s local territory.
  • Approval Process: Any return request must be submitted in writing with supporting documentation (e.g., fault description, images, serial numbers, proof of purchase).
  • Exclusions: Minor defects, cosmetic issues, or transit damage are not covered under return policy. Claims for transit damage should be lodged directly with the freight forwarder or insurer.

Shipping Policy

  • Standard Terms: Orders are supplied on an EX-WORKS (Incoterms 2020) basis, with collection arranged by the distributor’s or retailer’s nominated freight forwarder from our warehouse.
  • Risk Transfer: Responsibility and liability transfer to the distributor or retailer at the point of collection.
  • Regional Exceptions: For specific markets (e.g., New Zealand), shipping may be arranged through our nominated freight provider. Delivery terms will be confirmed on a case-by-case basis.
  • Documentation: Standard export documents (commercial invoice, packing list, export declaration) are provided as required under Australian law.

Warranty Policy

  • Coverage: Unless otherwise stated, all products are covered by a 12-month limited warranty from the invoice/shipping date.
  • Territorial Responsibility: Distributors and retailers are required to provide warranty and after-sales support to end users within their respective territories.
  • Exclusions: Warranty does not apply in cases of misuse, unauthorised modification, improper installation, or wear and tear of consumables. 

Service & Parts Policy

  • Within Warranty: Replacement parts for verified warranty claims will be provided free of charge.
  • Out of Warranty: Spare parts, repairs, and service requested outside the warranty period are chargeable.
  • Distributor Obligation: Distributors and retailers are expected to maintain service capacity within their region to support local customers promptly.

Payment Policy

  • Terms: Orders are to be paid in full prior to dispatch.
  • Methods: Payment is accepted via international bank transfer (TT) or other approved secure arrangements. Bank fees are the responsibility of the distributor or retailer. Please note, Seymour Duncan in SEA is priced in USD.
  • Currency: All invoices are issued in AUD (Australian Dollars) unless otherwise agreed in writing.