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Returns Policy

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Returning your Musical Instrument - So Music Returns Policies

Peace of Mind - So Music's 7-day Right of Return

We want you to be doing business with you in years to come so, if for any reason you are not happy with your purchase, you may return it within 7-days of shipment for a refund, store credit, or exchange. Refunds are available for the value of the goods only.  Freight or Courier costs (both to you and for the return) are your responsibility.

Incorrectly Supplied Goods

In the event that we supply the wrong goods we will either replace with the correct item or if unable to replace we will refund the full cost of the goods PLUS any freight costs paid by you.  Please contact us by phone or email to make arrangements for return. 

Goods Damaged In Transit

All goods supplied to you are fully covered by transit insurance providing.

  • You notify us within 24 hours of receipt of goods of any visible damage to the carton and when you have signed for receipt of the goods you have signed advising the goods were received damaged.
  • You notify us within 48 hours or receipt of goods if there is damage not visible on receipt. For example sometimes goods might suffer damaged from heavy weights being put on the package that does not appear to damage the shipping carton.
  • You provide all assistance neccessary for us to recover our costs from the insurance or freight company. This may involved taking photographs, storing the goods for viewing by an insurance assessor, completing sworn affidavits or assisting in any other way that might be reasonably expected to finalise an insurance claim on your behalf.

Transit damage, like warranty is on a  "Return to base" basis and it is your cost and responsibility to return the goods to us by signature required courier.

We will at our discretion repair or replace damaged goods.  In the event that we are unable to satisfactorily repair or replace the item we will refund the cost of the goods.  Freight costs are not refunded.

Restocking Fee

Regardless of the reason for returning the goods. Goods must be returned in the condition that they were supplied to you in.

We reserve the right to charge a minimum 15% restocking fee on any goods returned. This will generally only be enforced if goods are returned if the they are missing parts, cartons or boxes are marked or damanged, goods are returned dirty and require cleaning or servicing or returned with used mouthpieces, reeds etc.  We cannot supply the item to another customer with a used mouthpiece so the cost of a new mouthpiece may be deducted

RETURNS PROCEDURE

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

NOTE: NO GOODS WILL BE ACCEPTED WITHOUT A RETURNS AUTHORISATION NUMBER (RA) 
  • 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 7-days from date of shipment. Please be careful when trying your instrument as many of these have fine finishes that are easily damaged.

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

  • Include a copy of the packing slip or invoice; clearly indicate your reason for returning.

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

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

  • Please double carton using only clear packing tape. Do not use brown tape or masking tape.

  • Reseal the manufacturers box with CLEAR tape only.

  • You are responsible for the goods until they safely reach our warehouse. To protect your return, double box your shipment to prevent damage, using all original packaging materials. In the event of damage we will notify you and you will have to raise a claim with the carrier or your insurance company. No refund will be issued under these circumstances but you retain ownership of the goods.

  • Write the RA number on the outside of the shipping or delivery carton, not on the inner display or manufacturers pack.

  • Make sure you have insurance for the return for the full value of your purchase.

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

  • Returns take approximately 7-10 working days to clear and process.

  • Credit card purchases are credited back to the original credit card. All other purchases are refunded by direct deposit into a nominated bank account.

  • The return address will be advised when the RA (Returns Authorisation) is issued.

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