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Store Policies

Store Policies

Our Best Price Guarantee

If you find any product on our web site cheaper elsewhere, present us with a copy of the advertisement and we will to match the price.*
*This guarantee only applies when comparing identical in-stock products offered to the general public, from authorised Australian dealers. The products must be in the same condition and produced by the same manufacturer. This guarantee is subject to verification, and does not apply to:

  1. Where the product has been discounted because it is second-hand, floor stock, ex demo, damaged, liquidation or warehouse sale, stock clearance, limited stock or bulk buy discount promotion, or a promotion involving a third party.
  2. Offers where the price is part of a financing, cash back, free or bonus type offer, or available for less than one week
  3. Prices from Online-Only retailers (the store must carry physical stock)
  4. Prices that are the result of an error

Price matching not applicable to lay-by, finance or rentals and subject to approval by management. We reserve the right to decline the sale.

Refund Policy

You are entitled to a refund, repair, exchange or credit if the goods you have purchased are:

1. Faulty
2. Significantly different to those shown or described to you.
3. Not doing what they are supposed to do.

When you buy you should choose carefully. You don't automatically get a refund for simply changing your mind, unless this was a condition of the sale or part of our advertised policy. Please keep your receipt as proof of purchase.

Products Advertised In Error

We endeavour to keep our listings accurate and up-to-date in regards to stock availability and pricing. As we are a small local business, products sold out in-store may not be updated as "out of stock" online for up to five days.

Any product that is purchased online and is listed in error (e.g. discontinued stock, incorrect pricing), we will immediately reverse the transaction and advise you of the order cancellation.

Any product that is purchased online and is unable to be supplied immediately, we will attempt to contact you with the email address or phone number you have supplied to discuss your options - wait for more stock, alternative stock, or a refund.

Images of the products listed on our online store are sourced from our suppliers and may vary in appearance from those in stock. Due to the nature of construction of some wooden instruments and variation in wood colour and grain, it may not be possible to provide a product that matches the exact image shown, particularly with acoustic guitars. We are happy to provide an image of an in-stock model if requested.

Postage and Freight

Ellaways Music will deliver anywhere in Australia via Australia Post or our preferred freight carriers: TNT Couriers, Fastway Couriers or Couriers Please at standard rates.
Insurance is included in all shipping and freight charges. Our freight charges are calculated automatically from product weight and delivery location. If you believe a freight charge is incorrect, please contact the store on (07) 3359 8266 and we can check the freight costs more accurately.


Delivery Time

After your order has been received we will check your order and process your payment. The average time for your order to be delivered to you is between 3 - 7 days from confirmation of your order depending on your delivery location, payment details and stock availability.

Goods cannot be shipped until full payment has been received. If you live locally you have the option to pick up your purchases from our store at Kedron. 


When you add to cart

We make every effort to ensure accuracy of stock availability. However in some instances items listed on our website may be temporarily out of stock depending on demand. One of our friendly web sales team will endeavour to contact you within 24 hours of your order (Monday to Friday, 8.30-5.00pm EST) to discuss options and alternatives should this occur.

We apologise in advance should this occur.


Teacher and education discounting

Teacher and Education Institution discounts are only available through our Education Division, located at our Kedron Store.  They are not available for online purchases.



Lay-by is available on all products that Ellaways Music stocks, with the exception of print music. Lay-by only available on purchases from our retail store.


Satisfaction Guarantee

If you are not completely satisfied with any product* you have purchased simply notify us within 7 days and return it in original condition (with all packaging & accessories) for a full refund. Return freight is at your expense and you must provide your original receipt as proof of purchase. *Excludes software, print and sheet music, videos, DVD's and apparel. To cancel an order please email, phone or fax us.