UPDATED: 14th April 2026
Terms and Conditions:
- Application of Terms
These Terms & Conditions apply to all purchases of goods and services from Dale Cleves Music Pty Ltd (“we”, “us”, “our”), including purchases made:
- Online via our website
- In-store at any retail location
- Via phone, email, or customer service
By placing an order or purchasing goods, you agree to be bound by these Terms.
Each order forms a separate agreement.
- Orders & Acceptance
All orders constitute an offer to purchase and are subject to acceptance by us.
We reserve the right to:
- Accept or decline any order
- Cancel orders due to errors (including pricing or availability)
- Request additional verification for fraud prevention
We are not liable for delays or failure to process orders caused by incorrect or incomplete information provided by you.
- Pricing & Payment
- All prices are in Australian Dollars (AUD) and include GST where applicable
- Prices may vary between online and in-store
- Prices are subject to change prior to order acceptance
Once an order is accepted:
- The agreed price will not change unless agreed in writing
- Full payment or a deposit may be required
We accept payment methods as advised at time of purchase.
Fraud & Payment Security
We may:
- Conduct identity and payment verification checks
- Request additional identification for high-value transactions
We reserve the right to cancel and refund any order where verification cannot be completed. We do not store full credit card details. Payments are processed via secure, PCI-compliant providers.
- Deposits & Special Orders
- Deposits may be required to secure goods.
- Special or custom orders may require a non-refundable deposit, except as required under Australian Consumer Law.
- Delivery & Dispatch
General
Delivery is arranged using third-party carriers or specialist piano movers.
Delivery estimates are indicative only and not guaranteed.
Boxed Goods
- Typically dispatched within 1–2 business days (subject to stock availability)
- Delivered via courier (e.g. Australia Post or similar)
- Tracking details will be provided
Large Items (Pianos)
- Delivery will be scheduled directly with you
- Delivery timing depends on logistics and access conditions
- Delivery Conditions & Access
Delivery pricing is based strictly on information provided by you.
You must disclose:
- Stairs, lifts, or multi-level access
- Restricted access or tight entryways
- Parking limitations
- Any other relevant site conditions
If:
- Information is incomplete or inaccurate → additional charges may apply
- Delivery cannot proceed → re-delivery fees apply
We:
- Deliver to one agreed location only
- Do not move furniture or modify premises
Any relocation after delivery will incur additional charges.
- Storage
If goods are not collected or delivery is not accepted within 60 days of availability:
- Storage fees may apply
- We reserve the right to charge reasonable storage costs
- Risk & Title
- Title remains with us until paid in full.
- Risk passes to you upon delivery or collection.
- Damage in Transit
You must:
- Inspect goods upon delivery
- Do not sign for goods if visibly damaged
If damage is identified:
- Notify us within 24 hours
- Provide details and supporting evidence
Failure to notify within this timeframe may impact claims.
- Changes, Cancellations & Refunds
Orders cannot be changed or cancelled once confirmed unless agreed by us.
Where a cancellation is approved:
- A reasonable restocking or administration fee may apply
We do not provide refunds for:
- Change of mind
- Finding the product cheaper elsewhere
- Incorrect selection
This does not affect your rights under Australian Consumer Law.
- Returns, Repairs & Warranty
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to:
- A repair, replacement, or refund for a major failure
- Compensation for reasonably foreseeable loss or damage
For minor problems:
- We may offer repair or replacement first
Return Process
To initiate a return:
- Contact us with:
- Name
- Invoice number
- Product details
- Description of issue
Returns must be:
- Approved prior to return
- Returned as instructed
If a product is found not faulty:
- You may be required to cover transport or inspection costs
Returned goods remain your responsibility during transit.
- Product-Specific Conditions
Acoustic Pianos
- Require stable environmental conditions (recommended humidity 40–60%)
- Warranty may be affected by misuse, relocation, or environmental exposure
Digital Products
- Software compatibility is not guaranteed across all systems
Accessories & Consumables
- Items such as stools, covers, headphones, and sheet music are not returnable unless required by law
Ex-Demo & Second-Hand Goods
- Sold as inspected
- May show cosmetic wear
- Boxed Delivery Limitations
Boxed deliveries:
- Are door-to-door only
- Do not include:
- Assembly
- Installation
- On-site relocation
- Packaging removal
- Limitation of Liability
To the extent permitted by law:
- We are not liable for indirect or consequential loss
- We are not responsible for delays beyond our control
- We are not responsible for unauthorised use of payment methods
Nothing in these Terms excludes your rights under Australian Consumer Law.
- Privacy
We collect and use personal information in accordance with our Privacy Policy.
We may:
- Use information to process orders
- Conduct fraud checks
- Send marketing communications (unless opted out)
- Website & Information Disclaimer
We aim to ensure accuracy of all information; however:
- Product descriptions, pricing, and availability may change
- Errors may occur
We are not liable for inaccuracies to the extent permitted by law.
- Amendments
We may update these Terms at any time.
The Terms in effect at the time of purchase apply to that transaction.
- Additional Conditions
We may provide additional terms in:
- Quotes
- Invoices
- Sale agreements
These apply in conjunction with these Terms.
- Contact
Phone: 1300 888 279
Email: [email protected]
