Terms and Conditions


Customer Service Policy:

Port Mac Guitars is committed to providing exceptional customer service and quality products. We endeavor to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 3-10 business days; in the event that an ordered item is not available, incorrectly priced, wrongly described or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

Please also note that even if a product is listed as In Stock it does not unnecessarily mean that the item is physically on site at our retail store in Port Macquarie. Some items are kept off site or at our supplier's warehouse. Please contact us if you plan to visit our store and want to confirm something in in-store to look at.

Pricing Policy:

All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax) as of 1/10/2017. Product prices are regularly updated when price changes are received from our suppliers. 

Shipping and Delivery Policy:

We deliver products Australia wide using TNT, Australia Post and a variety of other courier. All orders automatically qualify for Free Insured Shipping Australia Wide. 

Orders are normally dispatched within 2 business days and shipping times are estimated at between 3-7 business days depending on your location within Australia. If there is any deviation to this we will notify you of any delay.

Shipping Destinations:

Port Mac Guitars ships goods to continental Australia and Tasmania, however at this time we do NOT accept international orders through our website, please contact us on +61 2 6584 4066 to enquire about a special order.

Refund Policy:

Port Mac Guitars is very proud to introduce the most generous and customer focused return policy the Australian musical instrument retail industry has ever seen. We understand that buying an instrument online can be a disconcerting process for a lot of people. Many people love the convenience of buying online but have hesitations of buying without trying the instrument first. What if the guitar’s neck doesn't’t feel like the way you expected? Or what if it doesn't sound the way you thought it would? We have the solution. From September 19th 2017 we will be offering a wide range of products that will be eligible for our new 30 Day Freight Free Return Policy. Should you purchase an eligible item and find it not to your satisfaction, you can request it to be returned to our store for a full refund or store credit.* What’s even better is that we will arrange and pay for the return freight! No hidden return charges, no partial refunds, no surcharges, insurance fees or other nasty surprises. Just straight up piece of mind for our online customers around Australia.

*Approval to return items will be subject to the Terms and Condition being met.


Return Policy Terms and Conditions

For items to be eligible for return the following conditions need to be met.

You must apply to return the item/s no later than 30 days after receiving the goods.

The item/s must be in brand new, unused condition. All protective plastic must still be in place. Absolutely no scuffs, scratches, pick marks or any other damage.

All included items, manuals and packaging must in perfect unused condition.

Items need to be shipped back in the shipping cartons we originally shipped the item/s in. Please keep these.

There can be no modification to any item/s.

Once you have received approval to return the goods to our store, we will be in contact to arrange pickup of the item/s. Please do not try and return any item/s that do not meet any of the above conditions as it may result in your return being denied once it reaches our store and has been inspected. Denied items will need to be returned to you at your own expense so please make sure you do the right thing and only seek to return items that meet our conditions. Please contact our store if you have any questions or doubts.

Once your item/s has been checked over we will arrange a prompt refund or a store credit for you depending on your wishes. Refunds will be via the payment method of the original transaction. Please allow 5-7 working days for electronic funds to arrive into your account due to bank or PayPal processing.

We reserve the right to revoke return privileges to anyone abusing this policy with multiple returns in a short period of time.

Security Policy:

When purchasing from Port Mac Guitars your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact our customer support centre sales@portmacguitars.com.au