We hope you that you love your Donner instruments and gear, but just in case you're not 100% satisfied, we've made the return and exchange process super easy.

How long do I have to make a return?

You may return your purchases for a refund of the purchase price or exchange it for another product within 30 days of receipt. Depending on product availability, items may be exchanged for another item of equal value.

Returns are not supported in the following situations:

1. Items with signs of use, wear, damage, dings, scrapes, or lacking of (if applicable) manuals, warranties, accessories.original packaging etc.

2. Items with non-returnable marks and free gifts cannot be returned.

3. Downloadable software products.

Returns Procedure

Thank you for choosing our Donner. All returns require prior authorization and a valid Return Authorization (RA) number from Donner. If no customer claims are made within 30 days from the date of receipt, items returned without a valid RA number will be handled by Donner.

1-Contact Donner Customer Service team via email at service@aumail.donnermusic.com to obtain the RMA number and return address or prepaid shipping label (if applicable).

***Please note that non-quality issues require a return in accordance with the photo guide：
Original Item in Packaging:
- Before packaging the item for return, please take at least one photo of the item inside its original packaging.
（If you have already packaged the item or it has not been opened, photo submission for this step is not required to avoid unnecessary repackaging.）

Outer Packaging:
- Capture at least one photo of the outer packaging of the item, ensuring all sides are visible.
For larger items, please provide clear photos that depict any visible damage to the outer packaging after it has been packaged for return. Describe the outer packaging as not being visibly damaged in any way after being packed for return.

2-Arrange shipment of the package using your preferred logistics company at your own expense or utilize the provided prepaid shipping label (if applicable).
Ensure that the product is securely packaged as per the instructions. Please notify us via email once the product has been shipped.

3-Donner will process the refund within 3-7 business days upon receiving the returned item. The refund may appear on your credit card statement in the next billing cycle. It may take the bank 8-15 business days to credit the funds back to your card account.
The availability of replacements and exchanges is subject to product availability.

We appreciate your cooperation and understanding.

Return shipping cost

1.Products with manufacturing defects.

au.donnermusic.com will be responsible for shipping fees (up to 10AUD). Get in touch with our service staff to begin the return process. You will be provided with a prepaid shipping label. Print this label and use it to return the items to Donner.

2.Products with no manufacturing defects.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

If you are shipping an item over A$100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Important Notice:

1. Please do not send your return to the address on your package. This may not be the return address and will affect processing your return. 
2. Returned items must be in their unused condition with the original packing. We do not accept a returned item that has been worn, damaged, washed, or altered in any way.
3. If you receive a damaged/defective item, please contact Donner Customer Service within 24 hours of receipt.

4. If you are shipping an item over A$100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

5. Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-Donner products.

6. The return address is in Australia, but has 3 warehouses, please contact customer service to confirm the return address.

View more abour: Refund policy

 

How long does it take to get a refund?
Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-7 working days.

30-Day Price Match Guarantee
Find a lower price after purchase on our store? We promise to refund the price difference.

The 30 Day Price Match Guarantee works in 30 Days after you placed your order, excluding the 30th day. You can claim price protection if you have noticed a price drop on the product (sku) you purchaed on au.donnermusic.com. Attach a screenshot of the low-price advertisement you saw or a screenshot of the website price.

Upon verification, we will refund the difference in price or give a gift card for the equivalent difference in price. Note that product prices do not include payment method discounts, such as credit card newcomer offers.

 

Notice:

Please ensure your order was placed before the price drop to be eligible for price protection.
If the product price reduction has ended, your order was placed after the product price reduction ended, it won't qualify for the 30-day price protection.
The price difference will be calculated based on the price on the day of the price protection application (The email time you applied for).
You can only apply once within 30 days.
Please note: Clearance products, limited-time flash sales, Black Friday Cyber Monday and Donnerday promotions are not included in the 30-day price protection.
Get detailed information here.