Refund policy

Your Satisfaction Guaranteed

At Pick and Play Music Shop, your satisfaction is our priority. If you are not completely satisfied with your purchase, please review our return and refund procedures outlined below.

Please note that Pick and Play Music Shop is based on the Gold Coast, Australia.

Overview

At Pick and Play Music Shop, your satisfaction is our top priority. This policy outlines the terms and procedures for returns, exchanges, and refunds for all purchases made through our website. By shopping with us, you agree to the conditions described below.

Change of Mind

You may cancel your order within 12 hours of placing it. If you need to adjust the size, variant or other details of your order, please contact our support team at contact@pickandplaymusic.com within this timeframe to make changes before your order is processed.

30-Day Return Window

You have 30 days after receiving your item to request a return. To be eligible, the item must:

Be unused, unworn, unwashed, and in original condition
Include all tags and original packaging
Be accompanied by proof of purchase (order confirmation or invoice)

Returns that do not meet these conditions may be denied or result in a partial refund.

How to Start a Return or Request a Refund

To begin the return or refund process, contact us at contact@pickandplaymusic.com within 30 days of receiving your order. Include:

Your order number
The item(s) you want to return or exchange
The reason for your request
Clear photos, if applicable (especially for damaged or defective items)

Our team will respond with return instructions. Do not ship anything back until you receive return authorization. Returns sent without prior approval will not be accepted. Once your return is approved, we will process your refund to your original payment method.

Return Shipping Costs

Customers are responsible for the shipping costs associated with return items. We strongly recommend using a trackable shipping service and sharing the tracking number, as we cannot guarantee receipt of returned items without tracking information.

Return Shipping Instructions

Once your return is approved, you must ship the item back within 7 business days. Items must be securely packaged to avoid damage in transit.

Returns must be sent to:

Pick and Play Music Shop
31/2894-2910 Gold Coast Highway, Surfers Paradise, QLD, 4217, Australia.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately at contact@pickandplaymusic.com. We will assess the issue and work with you to resolve it promptly, including offering a replacement or refund if applicable.

Exchanges

We accept exchanges. To initiate an exchange, return the original item to us at your expense. Once we receive and inspect the item, we will issue a voucher for the value of the product. You can then use this voucher to purchase any item you wish from our store. This process ensures that you receive your new item as quickly as possible.

Lost or Stolen Orders

Pick and Play Music Shop is not responsible for items marked as successfully delivered by the courier but reported as lost or stolen. Unfortunately, we cannot offer reimbursement or replacement for such cases. We recommend contacting the courier for further assistance.

Refunds

Once we receive and inspect your returned item, we will notify you of the refund approval status. If approved, the refund will be processed to your original payment method. Refunds typically take up to 5 business days to appear, depending on your bank or credit card company's processing times.

If you have any questions, feel free to reach out to us at contact@pickandplaymusic.com. Our customer support team is here to assist you Monday to Friday from 9am to 6pm. If more than 15 business days have passed since refund approval and you haven’t received your funds, please contact us.

Partial Refunds or Return Denials

Items returned in used or damaged condition, or without original packaging/tags, may not be eligible for a full refund. In these cases, we may:

Issue a partial refund of up to 50%
Return the item to you without refund

This decision will be based on product condition upon inspection and communicated via email.

Sale and Promotional Items

Items purchased during sales or promotional periods are eligible for return, exchange, or refund under the same terms as regular-priced items, as long as they meet the standard conditions described in this policy.

Non-Returnable / Non-Refundable Items

We do not accept returns or provide refunds for:

Gift cards
Items returned not in their original condition or with missing parts not due to our error.

Refund Method

All refunds are processed to the original payment method used at checkout. We do not issue refunds to alternative accounts, prepaid cards, or in cash.

International Returns and Refunds

International customers follow the same return and refund procedures. For defective, damaged, or incorrectly sent products, we provide return assistance. For all other cases, international customers are responsible for return shipping costs.

Please remember that Pick and Play Music Shop is based on the Gold Coast, Australia.

Mark packages as “Returned Merchandise” to avoid customs fees. Refund processing times may vary depending on your bank or country.

Taxes and Duties

All local taxes and fees included in the product price are considered in the value of refunds or store credit. Please note that customs duties or import taxes charged by your country are not refundable by Pick and Play Music Shop, as they are collected by government authorities.

Contact Information

If you have questions about returns, exchanges, or refunds, contact us:

Email: contact@pickandplaymusic.com
Phone: +61 414 590 007
Address: 31/2894-2910 Gold Coast Highway, Surfers Paradise, QLD, 4217, Australia
Business Hours: Monday to Friday from 9:00 am to 6:00 pm