This policy applies to purchases made through Australia Dunhuang Arts Academy. We value your shopping experience and process return requests within a reasonable timeframe. For a major failure, you are entitled to a replacement or refund; for non-major issues, you are entitled to remedies such as repair or replacement as applicable.
If you change your mind (e.g., ordered the wrong item), we may accept a return request within 30 days of delivery, provided that:
- The item is unused, with no signs of installation or wear, in resalable condition;
- Original packaging is intact, and all accessories/manuals/free gifts are included;
- For strings/consumables, once sealed packaging is broken or opened, change-of-mind returns are generally not accepted for hygiene/quality-control reasons (unless the item arrived damaged or was incorrectly supplied).
- For change-of-mind returns:
- Refund amount: item price (excluding shipping/express fees unless required by law);
- Return shipping: paid by the customer;
- If packaging damage affects resale value, a reasonable restocking/refurbishment fee may apply.
If your item arrives damaged, incorrect, or faulty (does not meet consumer guarantees), please contact us within 7 days of delivery and provide:
- Order number;
- Clear photos/videos (outer carton, inner packaging, item, barcode/model code, damage details);
- A brief description of the issue.
We will assess and provide an appropriate remedy within a reasonable timeframe (replacement, repair, refund, etc., depending on circumstances).
The following are generally not returnable (this does not affect your ACL rights):
- Used/installed items or damage caused by misuse/poor storage;
- Free gifts or clearance items (faulty items are still covered under ACL);
- Opened/installed strings and other consumables (unless damaged on arrival or supplied incorrectly).
