Le Musica — Return & Refund Policy (Malaysia)
We want you to shop with confidence. This policy explains when returns, exchanges, and refunds are available and how to request them. It should be read together with our Terms of Service and Warranty.
Overview
- We follow Malaysia’s consumer protection laws.
- Refunds are generally issued only if a product is confirmed faulty and cannot be reasonably repaired or replaced, or where required by law. For change‑of‑mind, see Section 4.
What we accept (eligibility)
We will assist with:
- Dead on Arrival / damaged on arrival (report within 48 hours of delivery with photos/videos).
- Wrong/short item supplied compared to your invoice.
- Faulty product within a reasonable time from delivery (subject to brand diagnostics and warranty terms).
Timeframe to notify us
- DOA/damage/shortage: within 48 hours of delivery.
- Faulty product (not DOA): within 7 days of delivery for exchange/repair assessment; after this window, warranty service applies (see Warranty route).
Change‑of‑mind
- Pianos and special‑order items: not eligible for return/refund once delivered/installed, except as required by law.
- Accessories/small items: change‑of‑mind returns are at our discretion within 7 days of delivery; items must be unopened, unused, and in resaleable condition. A restocking fee and two‑way shipping may apply. Contact us before returning anything.
Condition of returns
Unless the fault prevents it, returned items must include all original packaging, accessories, manuals, warranty cards, freebies/bundles, and a valid proof of purchase. We may refuse returns that are incomplete, damaged through misuse, or not adequately packed for transit.
Non‑returnable items (examples)
For hygiene/safety or special‑order reasons, certain items are not returnable unless faulty:
- Special orders or customised items
- Software and digital licences
- Oversized/overweight items that cannot be reshipped economically
- Discontinued/clearance/used products
- Speakers and tubes
- Personal‑use items (e.g., earphones, harmonicas, instrument mouthpieces)
Warranty route (after 7 days)
Product faults after the initial return window are handled under the manufacturer’s warranty. Coverage, duration, and procedures vary by brand/model. We will guide you to the authorised service channel.
Who pays for return shipping?
- Our error / DOA / faulty on arrival: We cover reasonable return shipping or arrange collection.
- Change‑of‑mind or not our error: You are responsible for return shipping and risk in transit.
How to request a return/exchange
- Contact us at [Insert phone/WhatsApp] · [Insert email] with your order ID, issue description, and photos/videos.
- We’ll advise next steps (troubleshooting, RMA number, pickup/return address).
- Pack securely. Use original packaging where possible; include all accessories.
- On receipt/inspection, we will confirm the outcome: exchange, repair, store credit, or refund (as applicable).
Refund method & timing
Approved refunds are processed to your original payment method or as store credit within a reasonable time after inspection and approval. Bank processing times may vary.
Exceptions & notes
- Free gifts/bundles must be returned with the main item; otherwise their value may be deducted.
- If we cannot supply a pre‑order/special order within a reasonable time, we may cancel and refund you in full.
- This policy does not limit your statutory rights.
Contact
For returns/questions, contact: +0168720231 or email: lemusicapianoborneo@gmail.com.