We want you to feel great about your purchase. If it’s not quite right, we’ll help make it right.

150-Day Free Returns

You have 150 days from the date you received your order to request a return or exchange. Whether you're after an exchange, refund, or just want to talk through your options — we're here to help.

To be eligible for a return:

• The item must be unused, unmarked, and in resalable condition with its original packaging and all included accessories
• You’ll need to provide proof of purchase (receipt, order confirmation, etc.)
• Returns are valid for orders within Australia and New Zealand only
• Free returns apply only to the original purchaser

If your item qualifies for return, we’ll send you a prepaid return label — so there’s no cost to you.

Click the chat bubble at the bottom right of your screen at kookaburramusictree.com or email us at kookaburramusictree@hazeguitar.com.au — we’ll get back to you fast and work out what’s best for you.

Once we receive your item, your refund or exchange will be processed within 48 hours to the original payment method.

What Can’t Be Returned?

We love gear too, and we know how it’s meant to perform. That said, some things can’t be returned, including:

• Consumables (e.g. strings, cables, tubes, cleaning supplies)
• Items damaged due to misuse, accidents, neglect, or improper storage
• Items altered by unauthorised repairs or modifications
• Lost, misplaced, or stolen items
• General wear and tear (e.g. fret wear, tarnish, nut wear, scratches)
• Custom or clearance items marked as “faulty” or “damaged” at time of sale

Note: Minor cosmetic variations (especially on natural wood instruments) are normal. If you're not happy with how something looks, you’re still welcome to return it within the 150-day window — no hard feelings.

Return Limits

To keep things fair for everyone:

• We allow up to 5 change-of-mind returns per customer each calendar year
• Additional returns may incur a 30% restocking fee

This does not apply to faulty, damaged, or misrepresented items — those will always be handled in line with your rights under Australian Consumer Law.

Prefer to Return In-Store?

No problem! You can drop your item off at either of our locations:

• Unit 4/88 Magowar Rd, Girraween NSW 2145
• 26 King St, Newtown NSW 2042

Need Help?

Got questions about your return? Just reach out — we’re here to help.
📩 kookaburramusictree@hazeguitar.com.au
💬 Visit kookaburramusictree.com and click the chat bubble on the bottom right.

Your Consumer Rights

This return policy is offered in addition to your rights under the Australian Consumer Law, which guarantee that products are of acceptable quality, fit for purpose, and match their description.