Refund and Returns policy

As per our Terms and conditions please note the following:

10.  OUR RETURNS POLICY

10.1.      General

10.1.1.           The return of any Goods will only take place in accordance with this clause 10 dealing with returns (“Returns Policy”). Nothing in this Returns Policy is intended to limit your legal rights in any way.

10.1.2.           We want you to be happy with our service and any Goods that you have purchased and we will do our best to try to achieve this! However, given the nature of musical equipment and consumables and the personal nature of an individual’s experience of a product as well as individual playing capability, it must be understood that Svencino cannot necessarily accept returns and refunds solely because Goods do not meet your expectations, but are not defective.

10.1.3.           In order to enable you to return Goods under this Returns Policy, please ensure that you take care when opening the Goods so as not to damage the Goods or its packaging or labels unnecessarily.

10.2.      Unwanted Goods

10.2.1.           You can return unwanted Goods to us subject to the following conditions:

10.2.1.1.               The Goods must be undamaged and unused and still in its original packaging (if applicable) which must be undamaged and with labels intact.

10.2.1.2.               It may not be missing any pieces, parts or accessories.

10.2.1.3.               You must contact us or log a return via the Website within 7 days of delivery or collection by you of the unwanted Goods. After 7 days you can only return Goods if they are defective.

10.2.1.4.               You will be responsible for any reasonable courier charges relating to the return of the unwanted Goods. You will be informed of these charges which will be deducted from any credit or refund due to you for the unwanted Goods.

10.2.1.5.               Please note that you cannot return any unwanted Goods which have been personalised for you or made to your individual specifications. You are requested to contact us to discuss your concerns and how we can resolve any issue in respect of such personalised Goods.

10.2.1.6.               We will collect the unwanted Goods from you or you can drop such at any of our collection points. Once we have received and inspected the Goods and validated your return, we will credit your account with the purchase price of the Goods within 10 days of the return or make a refund to you if that is your preference, after deduction of any reasonable courier charges.

10.3.      Delivery of incorrect Goods

10.3.1.           If we by accident deliver the wrong Goods to you or if the Goods are not reasonably as described on the Website, you can notify us and we will collect the Goods from you at no charge or you can drop such at any of our collection points. Please note that the Goods must be returned undamaged and unused in the same way as with unwanted Goods.

10.3.2.           Once we have received and inspected the incorrect Goods and validated your return, we will at your choice deliver the correct Goods to you or credit your account with the purchase price of the Goods within 10 days of the return or make a refund to you if that is your preference.

10.4.      Goods that are damaged

10.4.1.           Should any Goods be damaged or missing parts or accessories at the time of delivery or collection, please notify us within 10 days of such delivery or collection by contacting us or logging a return on the Website and we will collect the damaged Goods from you at no charge or you can drop such at any of our collection points.

10.4.2.           Once we have received and inspected the damaged Goods and validated your return, we will at your choice and after notifying you of the reasonable period for conducting repairs, repair / replace the damaged Goods as soon as possible (if repair is possible / if we have the same Goods in stock with which to replace such) or credit your account with the purchase price of the Goods within 10 days of the return or make a refund to you if that is your preference.

10.5.      Goods that are defective

10.5.1.           General

10.5.1.1.               Although we do our best to ensure that Goods we deliver are of good quality and in good working order and without defects, some Goods may be defective.

10.5.1.2.               A “defect” is any material imperfection in Goods which may arise during manufacturing or may exist in the Goods and which makes it less than acceptable to what one would reasonable expect under the relevant circumstances. This does not automatically include a difference in experience of Goods due to personal experience or player capabilities, unless such is caused by a defect in or is due to the inferior quality of the Goods.

10.5.1.3.               The following will not be regarded as defects and will not entitle you to a return of the defective Goods, namely:

10.5.1.3.1.                   faults, flaws or defects that have been specifically disclosed to you on the product page of specific Goods;

10.5.1.3.2.                   faults resulting from normal wear and tear;

10.5.1.3.3.                   damage arising from negligence, user abuse or incorrect usage of the Goods;

10.5.1.3.4.                   damage arising from electrical surges, sea air corrosion, humidity changes, heat and cold or other environmental factors.

10.5.1.3.5.                   damage arising from a failure to adequately care for, protect or store the Goods;

10.5.1.3.6.                   damage arising from unauthorized alterations to or incorrect installations of the Goods;  and

10.5.1.3.7.                   where the specifications of Goods, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Need help?

Contact us at admin@svencino.co.za for questions related to refunds and returns.