Customer Services

Q... I cannot believe your low prices! Are these for new items?

A... Yes, we are the importer of the LANCEWOOD and LANCEWOOD ELITE ranges of instruments, and we sell direct to you so there is no middle man. We also represent a growing range of products already in New Zealand and we will always strive to give the best price, service, and back-up possible.
All items carry a full factory warranty.

Q... Doesn't buying off the internet means I can't try the product before I buy - what if I find I don't like it?

A... We want you to be 100% satisfied with your purchase. If you are not completely satisfied with your purchase, return it within 30 days of the shipping date for a full refund, or exchange. Of course you also have the option of collecting your purchase.

All refunds and exchanges are for the value of the equipment only, and do not include shipping charges.

All items returned must be in original condition, with all original packing, including owner manuals, warranty card, and any supplied accessories.

To give you another reason to feel confident about using Music Online, we want you to know your purchase from this site is covered by the New Zealand Consumer Guarantees Act 1993. This Act guarantees that any goods purchased for personal use may be returned, if they are considered faulty, for repair, replacement or refund of purchase price within a reasonable period of time as defined by the Act.

Q... When I place my order on the Internet, how will I know whether an item is in stock?

A...Once you submit your order, you will receive an e-mail confirmation.
In the event an item(s) associated with your order is not available from stock, we will notify you within 48 hours with an estimated ship date.

Q... When will my order ship?

A...In stock orders will ship within 2 business days (excludes weekends and holidays) pending address verification and credit card approval.

Q... How much does shipping cost?

A...We work on a unit based system where each item is allocated a value (based on size and weight) and from there the shipping is worked out.


Please contact us if you require an accurate courier costing to help you make a purchasing decision.

Q... When does my credit card get charged?

A... If an item you order is in stock, your credit card is charged immediately.

Q... What do I do if I want to cancel my order?

A... If you need to cancel your order after you submit it, please contact us by calling 021-349-990 or e-mail requesting your order to be cancelled.

Q... How Can You Pay For Your Gear?

A... We accept VISA and Mastercard. In addition to credit cards, you can pay for your gear by cheque. We also hope to have a Hire Purchase option available in the near future.

*All orders are considered on a case by case basis and must pass our authorization process, which includes validation of the shipping address with the issuing bank. If we are unable to validate the shipping address, the order will not be shipped and the card will not be billed.

All payments must be made prior to dispatch.

We stand behind the Act

To give you another reason to feel confident about using Music Online, we want you to know your purchase from this site is covered by the New Zealand Consumer Guarantees Act 1993. This Act guarantees that any goods purchased for personal use may be returned, if they are considered faulty, for repair, replacement or refund of purchase price within a reasonable period of time as defined by the Act.

30 Day Return Policy

We truly appreciate your business and want you to be 100% satisfied. If not completely satisfied with your purchase, return it within 30 days of shipment for a refund, store credit, or exchange. Refunds are available for the value of the equipment only. Both outbound and return shipping costs are your responsibility if an item is not purchased.

PLEASE FOLLOW THE INSTRUCTIONS BELOW CAREFULLY OR A MINIMUM RESTOCKING FEE OF 15% WILL APPLY

(A) General Return Instructions.

1. Return everything in it's original condition!

# For a complete refund, items must be original condition, show no signs of wear, and be received back within 30 days from date of shipment. Please be careful because jewellery, belt buckles, snaps and zippers can easily scratch instruments.

# Include all original packaging, accessories (e.g. power adaptors, mouthpieces, straps, cords etc.) and paperwork (e.g. owners manual, warranty card, etc.).

# Include a copy of the packing list; clearly indicate your reason for returning.

2. Do not write on the original box, manual or warranty!

# Please do not write on the manufacturers box, manual, or warranty card until certain you will keep this purchase.

# Write your RA# on the outside shipping box, NOT the manufacturers box.

3. Repack and double box using clear tape ONLY!

# Reseal the manufacturers box with CLEAR tape only.

# You are responsible for the merchandise until it safely reaches our warehouse. To protect your return, double box your shipment to prevent damage, using all original packaging materials.

# Write the RA number on the outside shipping box, NOT on the manufacturers box.


4. Insure package and save that tracking number!

# Insure the return for the full value of your purchase.

# Ship your items back with a trackable service like NZ Couriers or Courier Post. We are not responsible if your return merchandise gets lost in the mail.


5.Allow 2 weeks for return processing!

# Returns take approximately two weeks to clean and process.

# Credit card purchases are credited back to the original credit card.

# All other purchases are refunded by company cheque.


6. Ship to this return address!

Returns Dept.
Music Online Limited
18 Contessa Drive
Glenfield
Auckland
New Zealand


(B) Return items in Perfect Working Condition

If an item is damaged in transit, notify us IMMEDIATLTY and we will arrange a replacement to be sent to you.

Note: Products damaged by mistreatment, incorrect usage and or connection; will not be accepted for refund.

Refunds to not apply to digital media or books.