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


Port Mac Guitars Online Lay-by.


Welcome to Port Mac Guitars all new Online Lay-by service. Building on the years of experience learned from our original Online Lay-by service, we have refined and improved our new service to make it even easier and better for our customers. Check out some of the great new features we’ve introduced.



Online Lay-by any order with a total of $500 our more.


Our new Online Lay-by system allows you to add multiple items to your shopping cart and lay-by all the items so long as the total of your order is over $500. That means you could for example, lay-by an affordable electric guitar, practice amp, a couple leads and a distortion pedal all in one order. When your order total is over $500 you are also eligible for Free Insured Shipping Australia Wide. 



Easy login user account for Online Lay-by payments.


Our all new website allows for customers to create an account and login to see the outstanding lay-by balance. Users can then make payments against their lay-by right there on their account page. It’s never been easier to keep track of your lay-by balance and manage payments.



Here’s the lowdown.


Our Online Lay-by has a term of 3 months which gives you plenty of time to pay off the gear you are after.  A 20% deposit gets you started and the great news is that you can take advantage of our great discounted prices even when lay-bying. The timing and amounts of your payments is totally up to you and you can pay via Credit Card, Paypal or Direct Deposit. If you need to cancel your Online Lay-by, you can do so at any time and receive a full refund. We do not charge any re-stocking or cancelations fees like so many other stores.  And all Online Lay-bys are covered by our awesome Free Insured Shipping policy. Our Online Lay-by service has often been imitated but never matched!



Here's how it works:


Simply browse through our great selection of products and add the items you are after to your shopping cart. You can Online Lay-by a single item or multiple items so long as the shopping cart total is over $500. When you proceed to the Checkout page you will see an Option for “Buy It Now or Online Lay-by”. Select “Online Lay-by” and your cart total will automatically reduce to just the initial 20% deposit to start your Online Lay-by.*  You can then complete the relevant details and finish checking out. That’s it! You’ve started an Online Lay-by. 


*Please note that they is also an option for 500 Club Members called “500 Club 6 Month Lay-by”. This option is only available to customers who have joined our 500 Club. Please do not select this option if you have not yet joined our 500 Club. For info on the 500 Club please Click Here.


NEW - Cancelling a Lay-by

Lay-bys can now be canceled by the customer at any time without losing a cent. We understand that situations can change and prevent you from being able to proceed with your lay-by. We will happily refund all of your paid funds in full. Refunds will be processed in a timeframe of 1-5 business days via the original method of payment or Bank Deposit into your nominated account. Can’t get much fairer than that! :-)

Failure to complete Lay-by within 3 Month Term

If you feel you are struggling to complete your Lay-by within the 3 month term please contact us before the term expires to arrange an extension. The maximum extension will be 1 month and will be granted on a case by case assessment. Lay-bys exceeding 4 months from the date of initial payment will need to be canceled. We will only cancel your lay-by after consulting with you. If cancelation does occur we will of coarse refund all your paid funds. Refunds will be processed in a timeframe of 1-5 business days via the original method of payment or Bank Deposit into your nominated account.