Refunds, Returns & Support Policy

At Southey for Artists, every piece of gear is custom-printed and inspected by hand. Because I run a solo workshop dedicated to building reliable gear for gigging musicians, I stand behind every item and aim to solve any issue quickly and fairly.

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## 📦 Physical Goods (3D-Printed Hardware)

### 1. "Fix It First" & Defect Warranty

Our hardware comes with guarantees that cannot be excluded under Australian Consumer Law (ACL). If an item arrives damaged or fails during normal use due to a material or manufacturing defect:

* Contact Us: Email southeyforartists@gmail.com within 14 days of delivery.

* Provide Details: Include your order number, gear setup, and clear photos or a short video showing the issue.

* Our Process: We will work with you to fix the issue—whether that means providing installation advice, sending a single (1) replacement component, or issuing a refund.

* Return Inspection: We reserve the right to request that damaged items be returned to our workshop for inspection before issuing a replacement or refund.

### 2. What Is NOT Covered (Exclusions & Misuse)

To keep pricing fair for the music community, our defect warranty covers manufacturing flaws under intended normal use only. It does not cover:

* Over-Tightening: Cracking or damage caused by torqueing bolts, screws, or clamps beyond hand-tight limits.

* Forced Fitment: Forcing mounts onto incorrect pole diameters, mic stands, or hardware sizes.

* Accidental Damage: Drops, stage impacts, structural modifications, or misuse outside intended live-performance conditions.

* Repeated Claims: Warranty replacements are limited to one (1) replacement per original order and do not extend or restart the warranty period.

> Accidentally broke your mount? If a break occurs due to over-tightening or an accidental stage drop, reach out to support. We offer discounted spare replacement parts so you don't have to buy a full new kit at retail price.

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### 3. Sizing & Change of Mind Returns

Because every mount is custom-printed to order in specific sizes:

* Measure First: Please measure your stand or pole diameter carefully before ordering.

* Exchanges: If you selected the wrong size, contact us within 7 days of delivery. Unused and undamaged items in original condition may be returned for store credit or an exchange.

* Shipping Costs: The customer is responsible for all round-trip shipping costs (returning the original item and postage for the new size). Returned items must be received by us before replacement items are dispatched.

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## 🎵 Digital Products (Gig Log & Gig Log Pro)

Digital software and template products are delivered instantly upon purchase.

* Downloads: Because access to digital files is granted immediately, automatic refunds are not available once files have been delivered or downloaded.

* Technical Support: As a working musician, I want these tools to genuinely serve your workflow. If you experience a technical bug or made an accidental duplicate purchase, email support and I will personally work with you to fix the file, resolve the issue, or process a refund where appropriate.

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## 📧 How to Request Support or Returns

For sizing advice, technical help, or warranty claims, please get in touch:

* Email: southeyforartists@gmail.com

* Subject Line: Order #[Your Order Number] - Support Request