Refund policy
Updated: 19 October 2026
We want you to feel confident shopping at Muso’s Stuff. If something is wrong with your purchase or you would like to request a return, our team is here to help.
Your Australian consumer rights
Our products come with guarantees under Australian Consumer Law that cannot be excluded. Nothing in this policy limits your statutory rights or remedies.
If a product has a major failure, you can choose a refund or replacement. You can also choose to keep the product and seek compensation for its reduced value. You may be entitled to compensation for other reasonably foreseeable loss or damage. A major failure includes an unsafe product, a product substantially different from its description, or a serious problem that cannot easily be fixed within a reasonable time.
For a minor problem, we will provide a free remedy, which may include repair, within a reasonable time. If we cannot or do not remedy it within a reasonable time, further rights may apply, including a refund or replacement.
Your consumer rights are not limited to our voluntary return periods or a manufacturer’s warranty. Original packaging is not required for a consumer-guarantee claim. Sale items and special orders can also be covered by these rights.
Change-of-mind returns
If the product meets applicable consumer guarantees but you have changed your mind, our voluntary return offer is:
- Refund: request a return within 14 calendar days from the date of purchase.
- Store credit: request a return within 30 calendar days from the date of purchase.
For these voluntary returns, the item must be unused, in its original condition, with its original packaging, tags, accessories and included materials. Please provide proof of purchase and contact us within the applicable period to arrange the return.
These conditions apply only to change-of-mind returns. They do not apply to remedies you are entitled to under Australian Consumer Law.
Change-of-mind exclusions
Our voluntary change-of-mind offer does not cover sale items, gift cards, custom-made or personalised products, special orders, or goods supplied for personal hygiene use. Opened software and opened recorded media are also excluded from change-of-mind returns. Please ask us before purchasing if you are unsure whether a particular item is eligible.
These exclusions do not remove any statutory remedy where an item is faulty, incorrectly supplied, not as described or otherwise fails to meet an applicable consumer guarantee.
Faulty, damaged or incorrect items
Please contact us when you discover an issue, with your order number or proof of purchase, a description of the problem and the outcome you are seeking. Photographs or a short video may help us assess the issue where practical, but are not an automatic condition of your statutory rights.
We may need to inspect or assess the product before deciding which remedy applies. We will explain the process and expected timing. Please stop using any product that appears unsafe.
You can deal directly with Muso’s Stuff about products we sold you. You do not have to pursue the manufacturer yourself to exercise your rights against us.
How to request a return
Email enquiries@musostuff.com.au, call 03 5441 2340, or visit our store. For online purchases, you can also sign in to your customer account and use any return-request option available for your order.
Please contact us before posting an item so we can explain the return arrangements, packaging and any transport requirements. This helps us process the return and does not make prior authorisation a condition of your statutory rights.
Return address:
Returns — Muso’s Stuff
115 Mitchell Street
Bendigo VIC 3550
Australia
Include your name, contact details and order or purchase reference. Pack items securely for transport. Please ask for instructions before sending anything with batteries, hazardous contents or special carrier requirements.
Proof of purchase
We may ask for reasonable proof that you purchased the item from us. This can include a receipt, order confirmation, or another suitable record such as a bank statement that identifies the purchase. A paper receipt is not the only acceptable proof.
Return delivery costs
For approved change-of-mind returns, you are responsible for return delivery costs. Original delivery charges are not refunded for a change of mind.
If we confirm a product has a problem covered by consumer guarantees, we will reimburse reasonable return transport costs you have paid. Please keep your receipts. For faulty goods that are large, heavy or difficult to return, we will arrange collection or pay the applicable return shipping costs as required by law.
Contact us before arranging expensive or specialist transport so we can help organise a suitable method. We will explain any prepaid-label arrangements; a free return label is not automatically included with every change-of-mind return. Any entitlement to a refund of original delivery costs is considered under applicable law.
Exchanges
If you would like a different product, contact us to discuss the return and availability of the replacement. For a change of mind, the eligibility conditions above apply. Any price difference will be explained before you agree. You do not need to make a new purchase to exercise a statutory right to a replacement.
Refund processing
We will let you know the outcome after receiving and assessing your return. Where a refund is due, we will process it without unreasonable delay. Our usual processing timeframe is within 10 business days after approval. Your bank or payment provider may take additional time to show the funds.
Refunds are normally made to the original payment method unless another arrangement is agreed. Where you are entitled to a refund under consumer law, you do not have to accept store credit instead. If more than 15 business days have passed since approval and you have not received your refund, please contact us so we can investigate.
Need help?
We’re happy to explain your options before you send anything back.
Email: enquiries@musostuff.com.au
Phone: 03 5441 2340