returns and refuds policy

At QUEUE, we want to make sure that you’re 100% happy with your purchase, and we will always work with you to ensure that.

Here’s our refund policy:


Change of Mind

We do not offer refunds or exchanges for change of mind, so please choose carefully before completing your purchase.

Faulty or Damaged Products

If your product arrives faulty, damaged or is not as described, please contact us as soon as reasonably possible after discovering the issue.

To help us assess your request, please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Any relevant photographs of the packaging

We will review each request individually and, where required under Australian Consumer Law, provide an appropriate remedy, which may include a replacement, repair or refund.

Damage During Shipping

QUEUE takes care to securely package and inspect all products before dispatch.

Once an order has been collected by the shipping provider, delivery and handling are managed by the relevant carrier. QUEUE is not responsible for delays, loss or damage caused by the shipping provider during transit.

If your order arrives damaged, please contact us as soon as reasonably possible and provide:

  • Your order number

  • Photos of the damaged product

  • Photos of the external packaging and shipping label

We will assess the issue and assist where possible, including working with the shipping provider where required.

Please note that damage caused after delivery, incorrect handling, misuse, accidents or storage of the product by the customer is not the responsibility of QUEUE.

Return Shipping

Customers are responsible for return shipping costs

Lost or Missing Parcels

If your parcel has not arrived within the expected delivery timeframe, please contact us so we can assist with investigating the shipment with the relevant delivery provider.

Customers are responsible for providing accurate delivery details at checkout. QUEUE is not responsible for parcels that cannot be delivered due to incorrect or incomplete address information provided by the customer.

Australian Consumer Law

Nothing in this Returns & Refunds Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

Where a product has a major failure, you may be entitled to a replacement or refund. For minor failures, QUEUE may provide a repair, replacement or other appropriate remedy as required by law.

Contact

For all returns and refund enquiries, please contact:

Email:queuethemusicscenario@gmail.com