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Contact Details
Opening hours for collection of Products and enquires:
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About the Store
With over 80 years in business, Atwaters Musicworks (at 141 Hobson Street, Auckland City) is New Zealand's largest and only true Musical Instrument Mega Store. With over 14,000 square foot of retail showroom, we sell everything from guitar picks to grand pianos!Atwaters Musicworks prides itself on it's excellent customer service, support and product knowledge, catering for both beginner and professional musicians alike. Our range of brands is second to none, carrying top names such as Yamaha, Tama, Ibanez, Paiste and NZ’s leading student range Ashton, to name a few. All of our products carry a full NZ based factory warranty as we source from the legitimate manufacturers.
When we send your purchase we use PBT Couriers with electronic track and trace to ensure your product arrives safely and in a timely manner. We also offer a full back up service with both an in-house electronic service centre and specialist Brass and Woodwind technicians on staff.
Store Policies
Customer Service:We do our very best to answer all emails, questions & queries during our normal opening hours. Should you not receive a reply please let us know or contact us on our phone line.
Completing Your Purchase:
You must make contact with us within 3 days of winning an auction. Payment must be made within 7 working days, unless alternative arrangements have been made prior.
Providing us with your shipping details through Trade Me at the time of purchase helps us complete your order faster. We recommend this if you are requiring an urgent delivery.
Payment Options:
Direct credit / Internet banking: The most simple and preferred method is direct credit/internet banking. Orders paid for using this method will be shipped upon confirmation that your payment has been received. Payments should be made to the following bank account:
Bank: Westpac
Account name: Music Works Ltd
Account number: 03 0291 0200159 09
When making a deposit please use the auction number or your trader name as a reference.
Payments can take around 1-3 working days to show in our bank account, and payments made over a weekend (including Friday night) will not show in our account until Tuesday morning. Public holidays may also add an extra working day.
Please remember to send your delivery address, including all the necessary information we need to deliver your purchase.
We recommend a work address if you are likely to be out during normal courier delivery hours. We cannot ship to P.O. Box addresses.
Preapproved Finance:
You can use one of our many finance options to pay for goods, however you will need to be able to personally come instore with identification and have preapproved the finance online.
Eftpos/cash:
Cash or Eftpos can be used when picking up items.
Credit Card:
This payment option is available online using the Pay Now service provided by Trade Me, or manually when picking up your item.
Delivery:
Please enter your delivery details via Trade Me to speed up the transaction process.
We normally despatch goods within 1-2 working days from receipt of payment (cleared funds).
Delivery usually takes 1-3 working days, depending upon your location. South Island is a 2 days service at a minimum. – Rural delivery may extend normal delivery times.
If you do not receive your goods within these time frames please call or email us and we will Track and Trace for you.
Pick-up option is available - please contact us before visiting.
Return or Refund Policy:
We will replace or exchange if:
1. Item is defective; or
2. Item is incorrectly described in the auction listing.
If we are unable to replace goods we will offer you the choice of:
1. a credit or
2. a refund.
We will not refund if:
You simply 'change your mind';
Item was 'not what you expected it to be' or 'not what you imagined it to be' (we may exchange at our discretion and a restocking fee may apply).
Please ask all questions you may have before bidding. Goods must be returned within 7 days of receipt, in original condition and packaging in brand new condition accompanied by the original invoice. All courier charges are non-refundable.
If you receive defective or damaged goods then please contact us immediately. Please clearly advise what the problem is and include the following information: Invoice or Packing Slip Number, Item Description, Date of Purchase, Price Paid, a daytime phone number and if possible a photograph of the damage.
We will contact you within 2 working days with the procedures to resolve the problem via the above guidelines. Returns for orders paid by credit card will be credited electronically back to your credit card account. Returns for orders paid by direct credit will be credited electronically back to your bank account.
We aim for 100% customer satisfaction and will work closely with you to resolve any problems.
Damages or Loss in Transit:
Claims for damage or loss in transit must be made against the respective carrier as follows:
1. Prior to acknowledging delivery to the carrier the buyer must ensure that the complete consignment as per the carrier's note has been received. Should there be a shortage or visible damage to outer packaging the carrier's note must be endorsed accordingly at the time the goods are delivered. In the case or shortage or damage please advise us within 48 hours.
2. We cannot accept liability for goods damaged or lost in transit however details of any claim should be advised to us immediately and we will work with the carrier on your behalf to obtain a successful outcome.
We will work on your behalf with the carrier to ensure a positive result for you even though we cannot accept responsibility for damage in transit.
Warranty:
Unless otherwise stated, all goods come with a warranty of 12 months against defective parts and workmanship. Goods which are proven to be defective within the stated warranty period from the date of despatch will be repaired or replaced free of charge when the goods are returned to MusicWorks at the nominated return address.
Goods must be returned at the buyer's expense. We recommend that you use a signature required track and trace service for return. Repaired or replacement goods will be returned to the buyer at the MusicWorks' expense.
This warranty applies only to manufacturer's defects and does not cover general wear and tear, improper use, damage caused through neglect or poor storage, or damage caused through unauthorised repairs.
Privacy:
Your details will not be passed onto any third parties at all under any circumstances. All information provided to MusicWorks is considered private and confidential.
Thank you for shopping with Atwaters MusicWorks