No products in the cart.
Booking & Workshop Policy
This instrument repair policy in Wollongong outlines how bookings, deposits, workshop scheduling, and collections work at LCWB. These policies help us run an efficient workshop and ensure every instrument receives the care it needs.
Assessments and Booking Eligibility
All workshop bookings reserve assessment and bench time, not a specific service level.
The appropriate service type, scope of work, and pricing are confirmed after an initial assessment at drop-off.
Student-level instruments may be eligible for a Play Condition Service where appropriate.
Professional-level instruments are serviced at Comprehensive level or higher, unless the issue qualifies as a Small Repair.
Small Repairs are not bookable and are assessed in store.
Booking and Deposits
Workshop bookings require a $50 deposit to secure assessment and bench time.
The deposit is credited towards the final invoice.
The deposit is refundable only if the booking is cancelled or rescheduled with more than 24 hours’ notice.
Small Repairs do not require a booking or deposit and are assessed in store.
Repads and overhauls are booked only after in-store assessment. When this work is agreed upon and the booking is confirmed at drop-off, a single deposit is required based on instrument type:
- Flutes, piccolos, and clarinets: $250
- Saxophones, oboes, and bassoons: $500
- Brass: $250
Deposits apply to workshop bookings only and cannot be used for retail purchases or accessories.
Cancellations and Missed Appointments
Bookings cancelled or rescheduled with more than 24 hours’ notice are eligible for a deposit refund.
Bookings cancelled or rescheduled with less than 24 hours’ notice, or missed appointments, forfeit the deposit.
Deposits cannot be transferred to a future booking or be used for other purchases.
Appointment Day and Drop-Off
Instruments are required to be dropped off by 10am on the morning of the booking, regardless of the scheduled appointment time.
Instruments may be dropped off a few days early if preferred.
Please remove unnecessary accessories such as reeds, neck straps, mutes, and loose items. Where possible, mouthpieces should be left in the case.
Late Drop-Offs
We understand that unexpected situations can arise. However, late drop-offs can affect workshop scheduling and the ability to complete other booked work.
If an instrument is dropped off late, the booking may need to be rescheduled or completion may be delayed so that other bookings are not impacted.
Mould and Biohazard Conditions
Instruments affected by mould, excessive biological contamination, or unsafe hygiene conditions may pose a health risk to both staff and players.
Mould spores are microscopic and can persist within porous materials such as pads, corks, felts, wood, and instrument cases. While various cleaning methods exist, complete eradication of mould spores cannot be reliably guaranteed without replacing all affected porous components and, in many cases, the instrument case itself.
Playing a mould-affected woodwind instrument carries potential health risks, including respiratory conditions associated with repeated mould spore inhalation. For this reason, LCWB does not accept liability for mould recurrence where complete eradication cannot be guaranteed.
If mould or similar contamination is identified:
- We may decline to carry out servicing or repair work, or
- We may require additional remediation, component replacement, or a full overhaul before servicing can proceed.
In cases of severe contamination, a full overhaul or instrument replacement may be the only option we can recommend, as this is the only approach that allows us to confidently address mould-related risks.
Where mould or biohazard conditions are present, additional costs and extended turnaround times may apply. Instruments must be presented in a clean and safe condition before warranty or post-service issues can be assessed.
Our priority is the health and safety of our customers and staff, and the long-term reliability of the instrument.
Turnaround Times
Turnaround times vary depending on workshop workload, instrument condition, and the scope of work required.
As a general guide, many routine servicing jobs are completed within a few working days. Minor issues may sometimes be resolved on the same day, while more involved work may take longer.
Major repairs and rebuild-level work, including repads and overhauls, require significantly more workshop time. Depending on instrument type and parts availability, this work may take several weeks or longer.
Turnaround times are confirmed after assessment and may change if additional work is identified.
Quotes, Escalations, and Scope Changes
Some work cannot be accurately priced until the instrument has been assessed or partially dismantled. If additional work is required beyond what was originally expected, we will contact you before proceeding.
If the scope of work changes significantly, the booking may be adjusted to ensure the instrument receives appropriate workshop time.
Escalations are discussed clearly and calmly, with the goal of choosing the most appropriate outcome for the instrument.
Approval Process
After assessment, we will confirm the recommended service type, scope of work, and pricing.
For straightforward servicing, approval may be implied when the instrument is left with us for assessment and servicing under the booked workshop time.
Where additional work is required beyond what would reasonably be expected for the booked service, we will contact you for approval before proceeding.
Approval may be provided by email or in person. Work will not continue beyond the agreed scope without confirmation.
Parts and Availability
Parts availability can vary depending on instrument type, age, and manufacturer. In some cases, delays may occur while parts are sourced.
Where suitable alternatives exist, these will be discussed before work continues.
Why We May Not Carry Out Certain Jobs
We prioritise reliable, safe, and appropriate outcomes for every instrument.
We may choose not to carry out work where:
- The repair would be temporary or unreliable.
- Previous repairs or modifications prevent reliable or safe servicing.
- The cost of repair exceeds the practical value of the instrument.
- Structural issues make the repair unpredictable.
- The condition of the instrument presents a high risk of further damage.
- The work requested conflicts with accepted repair standards or best practice.
- The instrument is of a design or build quality that prevents us from confidently guaranteeing our workmanship.
Our goal is to avoid spending your money on work that will not deliver a stable or meaningful improvement.
If we decline work, we will explain the reason clearly and discuss any appropriate alternatives, including limited repairs, referral options, or replacement considerations.
Assessment fees and deposits still apply to time spent assessing the instrument.
Instrument Collection and Payment
Once work is completed, we will notify you via email, SMS, or phone call.
Full payment is required before instruments are released.
Payment plans are not available for servicing or repair work.
Invoices must be paid within 7 days of the completion date, even if the instrument has not yet been collected.
If payment has not been received after this period, a one-off late payment fee of $25 may apply.
Instruments not collected after completion may also incur a weekly storage fee of $20 until payment and collection are completed.
Manufacturer Warranty Repairs
Manufacturer warranties are separate from LCWB’s workmanship guarantee and are governed by the terms set by the instrument manufacturer or supplier.
LCWB can assist with manufacturer warranty repairs only when all of the following are true:
- The instrument was purchased new.
- The instrument was purchased from Leisure Coast Wind & Brass.
- The warranty claim is made by the original owner.
- The issue falls within the manufacturer’s written warranty terms.
- Manufacturer warranty repairs can only proceed after Leisure Coast Wind & Brass has received written approval from the manufacturer and/or distributor.
In most cases, manufacturer warranties apply only to manufacturing defects and do not cover wear and tear, damage, misuse, environmental factors, lack of maintenance, or issues caused by previous repairs or modifications.
Warranty assessment and approval is determined by the manufacturer or their authorised distributor. LCWB does not have the authority to approve or override warranty decisions on their behalf.
If a manufacturer warranty claim is accepted:
- Repair scope, parts, and outcomes are determined by the manufacturer.
- Turnaround times may be affected by parts availability and approval processes.
- Some warranty repairs may require the instrument or components to be returned to the manufacturer or distributor.
Generally speaking, instruments purchased second-hand, purchased from another retailer, or purchased privately are not eligible for manufacturer warranty repairs through LCWB.
In rare circumstances, LCWB may undertake manufacturer warranty repairs on behalf of another authorised retailer, but only where we have received explicit written approval from both the retailer and the manufacturer or distributor. This typically occurs where the original retailer is not reasonably accessible to the customer.
Where a manufacturer warranty does not apply, we are happy to assess the instrument and provide servicing or repair options under our standard workshop policies.
Workmanship Guarantee
All servicing and repair work carried out by LCWB is covered by a 3-month workmanship guarantee. Repads and overhauls are covered by a 6-month workmanship guarantee.
If an issue arises that is directly related to work we have performed, we will assess and rectify it at no cost within the applicable guarantee period.
The guarantee does not cover new damage, wear and tear, misuse, environmental factors, or issues unrelated to the original work.
Questions?
This instrument repair policy in Wollongong is designed to protect both customers and workshop standards. If you have any questions about how our workshop operates, please contact us before booking.