Fenech Guitars Australia Terms and Conditions

1. Introduction

Welcome to Fenech Guitars Australia. By placing an order through our website, you agree to these Terms and Conditions. Please read them carefully before purchasing.

2. Ordering and Acceptance

All orders are subject to availability and acceptance by Fenech Guitars.
We reserve the right to refuse or cancel any order at our discretion, including for product unavailability or pricing errors.
As a boutique maker, our production capacity is limited, and orders are fulfilled on a first-come, first-served basis.

3. Prices and Payment

Prices are in Australian Dollars (AUD) and include GST where applicable.
Payment must be made in full before shipment unless otherwise agreed.
Accepted payment methods include [list payment methods].

4. Shipping and Delivery

Delivery times are estimates only and subject to change.
Risk passes to the customer once the guitar is delivered to the carrier or shipping provider, even if Fenech Guitars arranges shipping.
Customers must provide accurate shipping information.
Shipping costs are paid by the customer and shown at checkout.
Due to the premium and delicate nature of our guitars, we strongly recommend using tracked and insured shipping options where possible.
We do not guarantee full insurance coverage on all shipments; customers accept this risk.

5. Returns and Refunds

5.1 Consumer Guarantees under Australian Consumer Law (ACL)

Your purchase is protected by the ACL, which guarantees that goods are of acceptable quality, fit for purpose, and match their description.
For major failures, you are entitled to a repair, replacement, or refund.
For minor failures, we will provide a repair or replacement.

5.2 Returns for Faulty or Damaged Products

Notify us within 4 days of delivery with photographic evidence if your guitar is faulty or damaged, please include photos of packaging if showing signs of damage.
We will provide return shipping instructions and cover reasonable costs for approved returns.
After inspection, we will repair, replace, or refund the guitar as applicable.

5.3 Returns for Non-Fault Reasons

Due to the bespoke nature and high value of our guitars, returns or refunds for change of mind or other non-fault reasons are not accepted except at our discretion.
If accepted (rarely), a 15% restocking fee applies to cover inspection, handling, and loss of resale value.
Customers are responsible for return shipping costs in these cases.

6. Return Shipping and Condition

All returns must be securely packaged in original or equivalent protective packaging.
Customers must insure the guitar for full value during return shipping.
Fenech Guitars is not liable for damage or loss during customer-arranged return shipping.

7. Customer Responsibility and Care

Once delivered, the customer is responsible for proper care and maintenance.
Maintain humidity between 40–60%, avoid temperature extremes, and handle with care.
Failure to do so may void warranty claims and affect return eligibility.
We recommend storing the guitar in its case away from direct sunlight or heat.

8. Restocking Fees

A 15% restocking fee applies only to rare accepted returns for non-fault reasons.
No restocking fee applies for returns accepted under ACL for faults or major failures.

9. Warranty

We offer a 12-month warranty to the original purchaser covering manufacturing defects and craftsmanship.
Warranty excludes damage caused by misuse, accidents, or environmental factors.

10. Limitation of Liability

Except as required by law, Fenech Guitars excludes liability for indirect or consequential loss.
Liability is limited to remedies under Australian Consumer Law.

11. Privacy

Personal information is collected solely to process orders and provide service, in accordance with our Privacy Policy.
We do not share your information with third parties except as necessary to fulfill your order or as required by law.

12. Intellectual Property

All website content including images, designs, and text are intellectual property of Fenech Guitars and cannot be used without permission.

13. Changes to Terms

We reserve the right to update these Terms and Conditions without prior notice.
Continued use of the website constitutes acceptance of changes.

14. Contact

For queries or concerns, contact us at:
Email: or****@***************om.au
Phone: 0422116500

Fenech Guitars — Customer Care & Responsibility

Congratulations on your new Fenech guitar! To keep your instrument in excellent condition and sounding its best, please follow these guidelines:

Humidity: Maintain stable levels between 40–60%. Use a humidifier or dehumidifier if needed.
Temperature: Avoid exposure to extreme heat, cold, or rapid temperature changes.
Handling: Always handle your guitar with care; use the case for transport and storage.
Storage: Keep the guitar in its case away from direct sunlight or heat sources.
Cleaning: Use guitar-specific cleaning products and a soft cloth; avoid household cleaners.
Shipping: If shipping your guitar, pack carefully in original or equivalent packaging and insure it for full value.

Improper care may void warranty and affect return or repair eligibility. Contact us anytime with questions about guitar care.

Frequently Asked Questions (FAQs)

General Questions

Q: Can I return my guitar if I change my mind?
A: No. Due to the bespoke nature and high value of our guitars, returns for change of mind or non-fault reasons are not accepted except in rare cases at our discretion.

Q: What happens if my guitar arrives damaged or faulty?
A: Notify us within 4 days with photos, please include photos of packaging if showing signs of damage. We cover return shipping and will repair, replace, or refund as per Australian Consumer Law.

Q: Do I have to pay return shipping if the guitar is faulty?
A: No. We cover reasonable return shipping costs for faulty or damaged guitars.

Q: What if I damage the guitar after delivery?
A: Damage caused by improper care or accidents after delivery is your responsibility and may not be covered by warranty.

Shipping & Delivery

Q: Who pays for shipping?
A: Shipping costs to you are paid at checkout. Return shipping costs depend on the reason for return (fault or non-fault).

Q: How should I ship my guitar if returning?
A: Use original or equivalent packaging, insure for full value, and choose tracked shipping.

Q: How long does it take to receive my guitar?
A: Times vary depending on whether the guitar/product you are purchasing is in stock or you are securing a build slot. Production of most guitars are 4-6 weeks and 10-12 weeks for gloss finish guitars. If any upgrade options have been selected please allow 3 days. Products that are ready to ship, will be packed the next business day and you will be notified via email with tracking details.

Orders & Customization

Q: Can I customize my guitar?
A: Yes. We offer a Custom Shop and Masterbuilt Series. Contact us for details.

Q: Can I order internationally?
A: Please contact us directly for international shipping options.

Q: Can I cancel or change my order after placing it?
A: Usually no, due to the handcrafted nature and production scheduling. Contact us immediately if needed.

Warranty & Care

Q: How long is the warranty?
A: 12 months to the original purchaser, covering manufacturing defects.

Q: How do I care for my guitar?
A: Maintain humidity 40–60%, avoid temperature extremes, store in case, and handle carefully.

Q: What if my guitar needs servicing or repairs?
A: Contact us to arrange evaluation and repair services.

Other

Q: What is a restocking fee and when does it apply?
A: A 15% restocking fee applies only to rare accepted returns for non-fault reasons to cover handling and loss of resale value.

Q: Can I trade in or upgrade my guitar?
A: We currently do not offer trade-in or upgrade programs.

Q: What should I do if my guitar is delayed?
A: Delivery times are estimates. Contact us for updates if delayed.

Q: What if I have an issue after the warranty expires?
A: Contact us for repair options; warranty services are no longer applicable.

Enquires

Dealers