Customer Service

• Shipping & Delivery
• Privacy & Security
• Return & Cancellation Policy
• Layby Policy
• Warranties & Replacements
• Mobile Message Service Terms & Conditions

Business Information

Trading Name: Belfield Music Pty Ltd
ABN: 99 160 283 258
Address: 846 Hume Hwy, Bass Hill , NSW 2197
02 9642 4450

Shipping & Delivery

Belfield Music is well known for its top online customer service. We treat all online customers with the same excellent service we give to our in store customer. We will ensure that you receive all the support you need while your goods are in transit and ensure the goods arrive promptly. The majority of our items have tracking numbers available and we cover every single unit by our own shipping insurance.     

Online orders are normally processed within 2 business days. Once processed, your order should take between 1-5 business days to arrive depending on your location.  Please note that your order may take up to 7 business days to arrive from the day you place your order. If it transpires that the product is out of stock and/or there will be a delay in shipment, we will contact you within 2 business days of placing your order and give you the option of waiting or cancelling your order. The products we advertise online should show if they are in stock or not. We do our best to keep the website stock count up to date, but there may be an occasional error.

If you wish to utilize an express service to receive your item, please contact us for an express quote before you place your order at admin@belfieldmusic.com.au.           

All larger sized goods require a signature on delivery. Deliver is made during the hours from 8:00am till 5:30pm Monday to Friday. As such, please ensure you nominate an address which is capable of receiving goods during 8am and 5.30pm.  Given the requirement for a signature on arrival, we cannot deliver larger sized items to a PO Box.

Our shipping costs are located in the checkout section.  Please refer to the costs before you process your order.  Shipping to rural areas may require an additional surcharge. We will contact you before processing your order if this may apply to you.

Privacy & Security

Belfield Music understands the importance of protecting your personal information. We appreciate your trust that we will handle this information carefully and sensibly. By visiting our website you are accepting the practices described in this Privacy & Security Statement.

We store any information you enter on this website or provide to us by any other method. This includes purchasing history, form data and subscriptions. The information we gather from customers helps us personalize and continually improve your shopping experience.

Along with the self-entered data, our site also automatically saves some additional information. Our site uses cookies which are used to identify repeat visitors and used to keep track of certain features of the store like items within your shopping cart.

If you wish not to provide any information, please let us know.  However, this may preclude us from fulfilling your order or you taking advantage of the many features provided by our online store..

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts sensitive financial information you input during the ordering process. We will not collect any personal information about you except when you knowingly provide it. We know that providing personal information is an act of trust and we take this very seriously.

For more information about our privacy policy please contact us at  info@belfieldmusic.com.au.

Return Policy

If you wish to return an item which is not damaged or faulty in any way and you have simply changed your mind or made the wrong decision, you must let us know within 7 days of receiving the item.  We will not agree to refund an item because you simply changed your mind or made the wrong decision if we have not been advised of your intention within 7 days of receiving your item. Once we have provided a return authority, it is the buyer’s responsibility to return the item, at his/her/its own costs within 30 days from original purchase. If the item is returned with any damage or alteration to its original packaging, we will refund the item subject to applying a minimum 15% restocking fee.  We will not refund the costs of the initial shipping charges.

It is in Belfield Music best interests to keep our customers happy with their purchases. If you are not happy with your purchase, please talk to us first. We will always attempt to resolve any problems you may have as best we can. To contact us please email us at info@belfieldmusic.com.au or call us on 02 9642 4450.

Special Order Cancellation Policy

A Special Order consists of any item not currently listed on our website at the time of purchase, or any item currently on Pre-Order with an ETA of 90 days or more. For example, but not limited to: ESP Custom Shop, PRS USA, Ibanez Prestige, Fender USA etc.

You may cancel a special order within 90 days from the date of order with no charges or fees. Cancellation outside 90 days will incur a 15% cancellation fee.

Abuse of Return Privileges

Our 30-days return policy is in place to make sure our customers never get stuck with a product they don’t absolutely love. Those who violate the spirit of our return policy by having excessive returns may be subject to limitations or suspension of their return privileges, at our discretion.

Layby Policy

At Belfield Music, we offer a 3-Month (90-Day) Layby Term as an extended and accommodating purchasing option for customers who many not be able to pay for their products upfront. During this 3-Month period, the store reserves the products for the customer, ensuring their availability for the final purchase. This extended Layby period offers customers flexibility and time to budget for their desired products, without incurring any interest or additional charges. The 90-day Layby policy is particularly advantageous for those who need a more extended timeframe to manage their finances while securing the items they desire.

We understand that circumstances may change, and you may need to cancel your Layby order. If you wish to cancel your Layby, please notify us at least 14 days before your Layby completion date. Cancellations made within 14 days of the completion date will be subject to a cancellation fee of 15% of the total purchase price. This fee helps us cover administrative costs and ensures that our Layby service remains affordable and accessible to all customers.

To initiate a Layby cancellation, please contact our customer support team at admin@belfieldmusic.com.au or call 1300 00 77 26. Once your cancellation request is processed, any payments made towards the Layby will be refunded, minus the 15% cancellation fee, if cancelled within 14 days of the completion date.

Please note that this policy applies only to Layby cancellations, and our standard refund policy applies to outright returns and exchanges of products. We appreciate your understanding and look forward to serving you with the best customer experience possible.

Warranties & Replacements

All our products are covered by the original manufacturer's warranty. Warranty periods vary from 12 months up to 10 years on some products (Please see full Brand List Below). Goods found to be faulty on arrival must be reported to us within 7 days of receiving them. The items will need to be kept in in their original undamaged packaging.

Returned items found not to be faulty will be returned at the buyer’s expense. Authority to return an item can be obtained by emailing details of the item and damage/fault to us at info@belfieldmusic.com.au. Buyers must obtain an authority for return prior to returning the item.

Once the item has been returned to Belfield Music we will inspect and test to ensure that the damaged or faulty was inherent in the item. We will then send off a replacement, and if not possible to be replaced for any reason, offer the buyer a refund on the item.

All our items are covered by shipping insurance.  If, for any reason, an item is damaged in transit please do not sign for the parcel until inspected. Signing for a parcel voids the shipping insurance as you are agreeing that you have received the item in good working order.

If you wish to return an item which is not damaged or faulty in any way and you have simply changed your mind or made the wrong decision, you must let us know within 7 days of receiving the item.  We will not agree to refund an item because you simply changed your mind or made the wrong decision if we have not been advised of your intention within 7 days of receiving your item.  Once we have provided a return authority, it is the buyer’s responsibility to return the item, at his/her/its own costs.  If the item is returned without any damage, we will refund the item subject to applying a 10% restocking fee.  We will not refund the costs of the  initial shipping charges.

It is in Belfield Music best interests to keep our customers happy with their purchases. If you are not happy with your purchase, please talk to us first. We will always attempt to resolve any problems you may have as best we can. To contact us please email us at warranty@belfieldmusic.com.au or call us on 02 9642 4450.

Brand Warranty:

Mobile Message Service Terms & Conditions

Belfield Music
Mobile Message Service Terms and Conditions

Last updated: 29/9/2021

The Belfield Music mobile message service (the "Service") is operated by Belfield Music Trust (“Belfield Music Trust”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply.

Text messages may be sent using an automatic telephone dialing system or other technology. Your consent to receive autodialed marketing text messages is not required as a condition of purchasing any goods or services. If you have opted in, the Service provides promotions, specials, and other marketing offers (e.g., cart reminders)] from Belfield Music via text messages through your wireless provider to the mobile number you provided. Message frequency varies. [[If sending in the US or Canada] Text the single keyword command STOP to [insert your sending number][If sending using an alphanumeric sender ID in the UK] Click the unsubscribe link in any text message to cancel at any time. to cancel at any time.] You'll receive a one-time opt-out confirmation text message. If you have subscribed to other Belfield Music mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms. For Service support or assistance, text HELP to BelfieldMus or email admin@belfieldmusic.com.au .

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number.  

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.