RETURN AND REFUND POLICY
Return Procedure, for return of defective Products to GUITARLICIOUS.MY, the Customer must inform GUITARLICIOUS.MY within three (3) days from the date of receiving for non warrantied product to making any returns, indicating part number, quantity and a written description of the Product defect. Warrantied products shall be subject according to the Brand Manufacturers & Models. All freight, duties, customs and similar charges for return of Products to GUITARLICIOUS.MY under this Agreement will be paid by the Customer. GUITARLICIOUS.MY will pay the cost of shipping to return repaired or replaced Products to the original sending location in Malaysia.
Where applicable, please refer to our Terms and Conditions under Terms of Sale, Section C (ii.) for the returns or refunds terms.
Returning a Faulty Product
(i.) Get in touch with us
Get in touch with us via the below contact details. You will be put through to a product specialist in the field of your item; he/ she will ask you some questions to understand your concerns and try our very best to resolve or troubleshoot the fault to see if it can be fixed without being returned. You are required to submit clear photographs and videos of the faulty product or issue.
Contact Number : 018-909 4640 / 019-590 4640
Email: [email protected]
- Check the manufacturer’s product website for known issues.
- Check the item’s product manual & look out for a troubleshooting section.
- Where applicable, ensure you have the latest software installed with your hardware.
- Remember not to use excessive force, or open items to attempt and repair them yourself. This may result in your warranty being invalidated!
(iii.) Filing a Return
If the troubleshooting was unsuccessful and you wish to return the goods, we shall advise the next steps accordingly. Please remember to record the names of our Customer Service Representative you have spoken to about your item and give us as much information as possible about the condition of your item. This will help us to resolve your case as fast as possible.
You can send the defective items to:
Taipan 2, J-G-11, Block J, Jalan PJU 1a/1, Ara Damansara, 47301 Petaling Jaya, Selangor
(iv.) Post Claim
Depending on the nature of the product faulty, your product will be inspected in house and, if necessary, returned back to the manufacturer or to a company specialising in the repair of your product. Once your product is ready for collection, we will contact you & make the delivery arrangements. Otherwise, you can also opt for a Self-Collection option during operational hours.
Typically, all other repairs take 2-4 weeks. In the event the item can’t be repaired by the manufacturer within a reasonable time & you require an urgent use of the product, we can provide emergency product support to you on a case-to-case basis.
Note: such product support includes products of a similar range & practical application.
If your item is still within the warranty period*, we will repair it without charge, or replace it, at our discretion. If the item can’t be repaired or replaced by the manufacturer, we will seek a refund from the manufacturer or offer an alternative replacement model based on the customer’s choice.
If your item is outside the warranty period, charges for parts, labour and delivery will apply. We will advise you of any charges before proceeding with the repair.
*Warranty period & its terms & conditions varied according to the brand manufacturers & models.
While we maintain a liberal return policy, there are certain items that cannot be returned for very specific reasons. These items include:
- Special orders
- Oversized or overweight items
- Discontinued products, closeouts, and used products
- Personal items (earphones, harmonicas, instrument mouthpieces, etc.)
- Wear and Tear Items
- Self inflict damaged product
GUITARLICIOUS.MY will only conduct refunds in situations where the product is found to be faulty and in as-new condition and situations where the manufacturer is not able to provide a fair repair solution or exchange to a new unit.
Any refunds processed shall be via the original payment method for easier tracking of money movement.