Shipping & Returns

Shipping & Returns Policy

Last updated: 27 August 2026

At MusicHorizon, we aim to provide reliable delivery and quality products to our customers.

This policy explains our shipping, returns, refunds and replacement procedures. Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL).

1. Shipping

Order Processing

Orders are generally processed within 1–3 business days after payment has been confirmed.

Orders placed on weekends or Australian public holidays will generally begin processing on the next business day.

Processing times may be longer during busy periods, sales, public holidays or where products are being sourced from a supplier.

Delivery Times

Delivery times displayed on our website or during checkout are estimates only.

Actual delivery times may vary depending on:

  • your delivery location;

  • product availability;

  • the warehouse or supplier fulfilling the order;

  • the shipping carrier; and

  • circumstances outside our reasonable control.

Some orders may arrive in multiple shipments where products are fulfilled from different locations.

Where tracking is available, tracking information will be provided after dispatch.

Shipping Charges

Applicable shipping charges are displayed at checkout before you complete your purchase.

Any free-shipping offer displayed on MusicHorizon.com is subject to the conditions specified at the time of purchase.

Delivery Address

Customers are responsible for ensuring that their shipping information is complete and accurate when placing an order.

If you notice an error after placing an order, please contact us as soon as possible. We cannot guarantee that an address can be changed once an order has been processed or dispatched.

Additional shipping charges may apply if an order needs to be resent because incorrect or incomplete delivery information was provided.

This does not affect your rights under the Australian Consumer Law where the delivery problem was caused by us.

Delayed, Lost or Damaged Shipments

If your order has not arrived within the expected delivery period, please contact us so that we can investigate the shipment.

If an item arrives damaged, please contact us as soon as reasonably possible and provide your order details. We may request photographs of the product, packaging and shipping label to assist with our investigation.

Where the circumstances constitute a failure to meet a consumer guarantee under the Australian Consumer Law, we will provide the remedy required by law.

2. Change-of-Mind Returns

MusicHorizon does not accept returns, refunds or exchanges for change of mind.

This includes situations where you:

  • no longer want or need the product;

  • ordered the wrong product, size, edition or version;

  • found the product cheaper elsewhere;

  • changed your mind after placing or receiving the order; or

  • decide that you do not like or have no use for the product.

Please review product descriptions, specifications and compatibility information carefully before completing your purchase.

Our change-of-mind policy does not affect your rights under the Australian Consumer Law where a product fails to meet an applicable consumer guarantee.

3. Faulty or Non-Compliant Products

Products sold by MusicHorizon are subject to the consumer guarantees provided by the Australian Consumer Law.

Depending on the circumstances, a product may fail to meet a consumer guarantee if, for example, it:

  • is faulty or defective;

  • is unsafe;

  • is not of acceptable quality;

  • is significantly different from its description;

  • does not match a sample or demonstration model;

  • is not fit for its normal purpose; or

  • is not fit for a particular purpose that you made known to us before purchasing, where applicable.

Your rights and the remedy available will depend on the nature and seriousness of the problem.

Major Failure

If a product has a major failure under the Australian Consumer Law, you are entitled to choose between a refund or replacement.

You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the failure.

Minor Failure

If the problem is not a major failure, MusicHorizon is entitled to provide an appropriate remedy in accordance with the Australian Consumer Law.

This may include repairing the product within a reasonable time.

If the problem cannot be repaired or otherwise remedied within a reasonable time, you may become entitled to a replacement, refund or other remedy as provided by the Australian Consumer Law.

4. Incorrect Products

If MusicHorizon sends you a product different from the product you ordered, please contact us with your order number and details of the incorrect item.

Where appropriate, we will arrange for the correct product to be supplied and provide instructions regarding the incorrectly supplied product.

We will cover reasonable return shipping costs where the incorrect product was supplied due to an error by MusicHorizon or our fulfilment partners.

5. Products Damaged in Transit

If your product arrives damaged, please contact us as soon as reasonably possible.

To assist us in assessing the issue, we may ask you to provide:

  • photographs of the damaged product;

  • photographs of the packaging;

  • photographs of the shipping label; and

  • your order number.

Please retain the product and its packaging until we have provided further instructions.

Nothing in this section limits any rights or remedies available to you under the Australian Consumer Law.

6. Returns for Faulty Products

Before returning a faulty or defective product, please contact MusicHorizon Customer Support.

We may reasonably assess the product to determine the nature of the problem and the appropriate remedy.

Where MusicHorizon is responsible for providing a remedy under the Australian Consumer Law, we will comply with our obligations concerning reasonable return or transportation costs.

For large, heavy or difficult-to-transport products, please contact us before arranging transportation.

7. When a Remedy May Not Be Available

Subject to the Australian Consumer Law, MusicHorizon is generally not required to provide a remedy where:

  • you simply changed your mind;

  • you found the product cheaper elsewhere;

  • you decided you no longer wanted or needed the product;

  • you misused the product and that misuse caused the problem;

  • you damaged the product after receiving it;

  • you were informed of a particular defect before purchasing and your claim relates to that disclosed defect; or

  • the product problem resulted from abnormal use or circumstances unrelated to a failure to meet a consumer guarantee.

Nothing in this section limits any rights that cannot lawfully be excluded under the Australian Consumer Law.

8. Digital Products

Because digital products may be delivered or made available immediately, MusicHorizon does not provide refunds or exchanges for digital products simply because you change your mind, purchase the wrong product or no longer require the product.

This includes, where applicable:

  • digital sheet music;

  • tablature;

  • downloadable music files;

  • backing tracks;

  • digital educational materials; and

  • other downloadable content.

However, your rights under the Australian Consumer Law continue to apply to digital products where applicable.

If you experience a genuine technical problem with a digital product supplied by MusicHorizon, please contact us so that we can investigate the issue and provide any remedy required by law.

9. Manufacturer Warranties

Some products sold by MusicHorizon may also be covered by a manufacturer's warranty.

Manufacturer warranties are additional to your rights under the Australian Consumer Law and do not replace or limit those rights.

Where you have rights against MusicHorizon as the retailer under the Australian Consumer Law, we will not require you to deal solely with the manufacturer.

10. Refunds

Where you are entitled to a refund under the Australian Consumer Law, approved refunds will generally be returned using the original payment method.

Processing times after a refund has been issued may vary depending on your bank, card issuer or payment provider.

MusicHorizon does not provide refunds for change of mind.

11. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

12. Making a Return or Warranty Claim

To request assistance with a faulty, damaged, defective or incorrectly supplied product, please contact MusicHorizon Customer Support using the contact details available on MusicHorizon.com.

Please provide:

  • your name;

  • your order number;

  • the product concerned;

  • a description of the problem; and

  • photographs or other supporting information where relevant.

Please contact us before returning a product so that we can provide the appropriate return instructions.

14. Contact Us

For questions regarding shipping, damaged deliveries, faulty products, returns or refunds, please contact us on +61 2 9624 7474 or admin at musichorizon dot com.

MusicHorizon Pty Ltd
Australia