Overview
Online Product Ordering
1. After you have selected the products to order, click on “Checkout” button and concluded the payment process via our website, you will receive an Order Confirmation email. Your order constitutes your offer to us to purchase one or more items from us. Your order at this stage is still subject to our acceptance. No contract in respect of any products shall exist between us and you until your order has been accepted by us, evidenced by your receipt of a Shipment Order Confirmation e-mail from us. This is irrespective of whether or not funds have been deducted from your account. Please note that if we do not accept your offer or are unable to proceed with the transaction and funds have already been deducted, they will be fully refunded via the payment method determined by us.
2. All orders are subjected to be accepted by us, and we will confirm such acceptance to you by sending you a Shipment Order confirmation email confirming the accepted ordered item(s) when the shipment has been dispatched. We will not be obliged to supply any other products which may have been part of your order until the dispatch of those items has been confirmed in a separate Shipping Confirmation.
3. We may refuse or be unable to process your order if:
The product you ordered is discontinued or no longer available.
Your credit card does not give authorization for the payment of the purchase price.
Failed payment.
4. We do not allow cancellation/ amendment of order and amendment of shipment address once an order is finalised via our online store to avoid fraudulent transactions. Thus please check your order and shipment address carefully before the transaction is finalised.
Order Cancellation
1. Order cannot be cancelled or amended once you have completed the product ordering process online.
2. Before you place an order, please view your order contents and the total amount in your shopping basket. Once your order has been submitted successfully and payment is received for your purchase, the order will be sent to warehouse for further procurement arrangement immediately. We strongly advice you to carefully review and modify your order prior to payment submission.
Exchange/ Return & Refund Policy
1. The return/ exchange/ refund policy is only applicable for item(s) purchased from this online store only. Any item(s) required for return/ exchange are done via Post only by following the stated procedures.
2. All item(s) purchased from this online store are not returnable.
3. All promotional/ sales items are non-exchangeable and non-refundable.
4. We do not allow cancellation/ amendment of order and amendment of Shipment Address once an order is confirmed via our online store to avoid fraudulent transactions. Thus please check your order and Shipment Address carefully before the transaction is confirmed.
5. When your order arrives, please inspect the package immediately for any damages that may have occurred during shipment. It is normal for the shipping package to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials and the items inside and contact us immediately.
6. International purchase CANNOT be returned/ exchanged under any circumstances via air freight postage.
7. You may only request for exchanged when your received purchased item(s):
Has manufacturing defects or,
Does/ do not match the item(s) listed in the Purchase Order (items sent wrongly due to our mistake), or
Damaged upon receipt due to delivery negligence, or
8. Our Quality Control will make effort to QC all the ordered products package before shipment to ensure you will receive high quality products. Thus, it is unlikely event that you will receive an item that is damaged/ faulty/ incorrect.
Informing Us About Your Intention To Exchange Product After Receiving Parcel:
1. You can raise an application for Product Return/ Exchange/ Refund Request Form to us within 7 days from Date of Parcel Receipt for the item (s) purchased by you, if the item(s):
Has manufacturing defects (none functioning tube, leakage, expired items, etc) [Returnable & Exchangeable], or,
Product(s) do/ does not match the product(s) listed in the Purchase Order Confirmation (items sent wrongly due to our mistake), or
Damaged upon receipt due to delivery negligence.
2. Return shipment cost will be bear by us if it is due to our error or the item(s) is/ are defective. Please provide us the snapshot of the courier charges.
3. Send in your application via email: uah@uahmusic.com with Subject as “Application for Product Exchange Request (Order No.: #[XXXX] eg.#1001)]”. Attach the following complete information in the email for further application processing:
Delivery Order Form Attached When Received Parcel
Picture(s) of your purchased item(s) & its condition as per description for reason of request for return.
Invoice (receipt).
Consignment note.
4. We do not entertain any Application for Product Exchange/ Refund Request after the specified return validity period Or if you do not provide complete required information stated above.
5. We will take 7 Business Days to response to your request.
6. We will notify you on the status of Exchange/ Refund Request via email notification within 7 Business days AFTER we received the COMPLETE information required provided by you. In the event of any further clarification required, we will contact you accordingly. Failure for further clarification required within specified time frame stated in email will result in application being rejected.
7. A Return/ Exchange/ Refund Request Status Confirmation for further action will be sent to you accordingly upon investigation completed.
8. We reserves the right to accept or reject any exchange/ return/ refund request from case to case basis. Approved request does not guarantee the products can be entitled for immediate exchange/ refund until our QC team verified the returned product(s) meet(s) the criteria/ requirements of exchange/ refund policy.
Returning Products To Us
1. After the Return/ Exchange/ Refund Request has been approved, you must return the approved to be returned item(s) to us within 7 days from Date of Return/ Exchange/ Refund Request Status Confirmation email was sent for further processing of the request.
2. For the items entitled for exchange, you can choose to exchange with the same item(s), or other item(s) with equivalent or higher than the original purchased value.
3. In the returned parcel, the package must contain the following items:
Approved Returned Product(s) in their original condition with undamaged boxes (if any) and price label (if any).
If damage occurred to the item(s) in your shipment, please retain the box, the packing materials and the items inside.
1 printed copy of Packing Slip attached when you received the parcel.
Invoice (receipt).
Consignment note.
1 printed copy Product Return/ Exchange/ Refund Request Form with complete updated information required.
Address shipment address for the return package to the following address:
Uah Music Culture
5-15-06, Lengkok Angsana
Bandar Baru Air Itam,
11500 Penang, Malaysia.
4. You must ensure that the returned item(s) conditions are as below:
The item(s) has not been tampered, used, unpacked & damaged.
All item(s) must be returned in their original condition with undamaged boxes (if any) and price label (if any).
5. You are responsible for all product(s) sent until they arrive at our warehouse, and agree to assume the costs associated with returning your purchased item(s) to us.
6. You are to ensure that all items are packed securely to prevent any damage and pilferage when in transit. We strongly recommended that you use registered/ insured postal service that allow you to track your parcel & prevent yourself from loses. We will not be responsible for any damage/ loss of package while in transit.
7. You need to email us at uah@uahmusic.com with the email subject of “Uah Music Returned Item: Delivery Slip (Your Order ID No: # [XXXX] eg. 1001)” with the following information:
Returned parcel tracking number for all return items (delivery slip image/ details).
Receipt of delivery postage specifically for this parcel tracking number.
8. We reserve the right to refuse any item(s) exchange if the exchange item(s) is/are either opened, used, defect is not caused by manufacturing defects or the item is tampered with at any point of time of discovery. We also reserve the right to make the final decision to accept or refuse the exchange/ return/ refund request based on a case to case basis.
9. The return of item(s) by you does not automatically warrant for exchange/ refund. Upon receipt of return items, we will inspect the returned item(s) to ensure all the conditions have been fulfilled. In the event of any further clarification required, we will contact your accordingly with the contact information provided.
10. When the exchange item(s) has been approved for exchanged and delivered, we will notify you through email.
11. If the return item(s) does not meet the original condition, the return will be rejected and no exchange/ refund will be provided.
12. If the return item(s) is not replaceable due to unavailability/ out of stock/ discontinued, we will contact you for refund or exchange of other products (same or higher nett value) accordingly. If the product(s) has been discounted either by promotion or coupon codes, the amount refunded will be based on the nett amount that you have paid. Delivery charges that were paid during the initial order is not eligible for any refund.
13. The approved returned for exchange item is entitled for 1 time exchange only.
Refund (Only applicable if product exchange is unavailable/ out of stock/ discontinued)
1. If you are entitled to a refund, we will process the calculated refund within thirty (30) days you received an email Refund Notification from us. No cash refund for any Refunds.
2. All refunds will be made with the payment mode determined by us within 2 months and depending on the appointed bank refund policy in which your receipt of the refund will depend on the period of time your financial institution takes to finalise the refund. We shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
3. You may contact Customer Care via email: uah@uahmusic.com if you require any clarification.