In some rare instances, you may need some help with a return. Don't worry! The following information will help you process your return. For specific product warranty and delivery information check individual product pages.

• Return Authorization Code Required

No returned merchandise will be accepted without a Return Authorization Code (RAC). Please contact our customer service centre via email at gem100hz@gmail.com to obtain a RAC and shipping instructions. We will credit you in the same manner as your original payment within 5 business days of receiving the returned item.

• Unopened Products

You may return any "unopened" products and accessories within 14 days of delivery for a refund. Please send the item back to us in its original condition and packaging and we’ll refund your purchase price. The freight charges will need to be covered by the customer and a restocking fee equivalent to 25% of the purchase price will apply. This is non-negotiable.

• Change Of Mind Returns

It is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the product listing carefully at the time of purchase.

• Opened Products

"Opened" products and accessories can be returned within 14 days of delivery and will be subject to a restocking fee equivalent to 40% of the purchase price to cover testing, cleaning and repackaging expenses. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you. Opened returns must be in saleable condition with original materials and packaging.

Exception: Covers can't be returned after they have been opened as it is not possible to repackage them as new.

• Cancelled Orders

An order that has been shipped cannot be cancelled. If you refuse an order, it will then fall under our standard return policy.

• Damaged Products

You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods.

• Suspect Damage

On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.

• Obvious Damage

Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Contact Us at your earliest convenience so we can process the appropriate claims and coordinate an exchange for you.

• Defective/Faulty Products

We encourage you to test your product within 7 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry. In most cases, it's a simple issue that can be resolved over the phone.

In the event a product fault or defect cannot be resolved over the phone, please Contact Us so we can arrange for the product to be inspected under the manufacturer's warranty and if deemed faulty - repaired.

You are also always welcome to contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.

• Incorrect Item

In the event that the incorrect item is delivered, please Contact Us so we can arrange and coordinate either your choice of replacement or refund.

• Used Products

Products that have been used can not be returned. They come with manufacturer's warranty.

• Warranty

Please refer to the manufacturer's policy on the product page for specific warranty details. For further help, please visit our Warranty Info page, and/or Servicing and Technical Support page.

Thank you, and as always, we are here to help if you need: Contact Us

At Greaves Entertainment n Music (GEM), we offer nationwide delivery* on our entire range (including free delivery on many items), and your product(s) are insured during the delivery process.

If you are not at the address on the delivery date to sign for the item, a card from the freight company will be left containing the details to contact them and arrange for re-delivery or for pick up. GEM is not liable for any cost relating to re-delivery as a result of the recipient not being at the delivery address on the delivery date that may occur.

Once you have the freight tracking information and the freight company's details, you may directly contact the freight company directly to discuss delivery date.

*Buyers in remote areas such as Islands, mining camps, rural farms etc will need to collect from the nearest freight depot. Items are generally dispatched within 1-2 days after payment is cleared. Large items take more time please allow 7-10 working days for delivery.

Be aware that our products are often shipped from different locations depending on the delivery destination. If you order two different items they may arrive in separate shipments. GEM is not liable for any delay, losses and/or damage of items due to changes of delivery address after checkout, or mistakes made by buyers.

NOTE 1: Please do not use P.O. Box addresses. Most items are sent via courier and require a street address for delivery.

NOTE 2: For some rural locations a door to door delivery service may not be available. In that case the customer will be required to collect from the local freight depot.

NOTE 3: Large items such as Lifting Towers, unloading facilities at the delivery address will need to be arranged at the purchaser's expense.

Particulars

Delivery fees (where applicable) have been calculated based on the size and weight of the item as well as the location of the delivery. The fee will be displayed during the checkout when the post code for the destination is entered.

Delivery Times

Please note that delivery times and prices may vary depending on the location of the products as some items are made to order or require specification preparation. For Metropolitan areas, delivery time will typically be between 2-5 business days from dispatch. Delivery times will be longer for rural and remote locations.

Please feel free to Contact Us should you have any queries regarding delivery times.

Insurance

Your goods are fully insured throughout the delivery process. You will be required to sign the Delivery Receipt when the item(s) is delivered; please take the time to inspect the goods before you sign the Delivery Receipt from the carrier. For further details relating to any possible damage during the delivery process, please refer to our Payments and Returns Policy.

If you have any questions relating to deliveries, please do not hesitate to contact the GEM team here: Contact Us.