Refund and Returns Policy

Refund and Returns Policy

1. General Policy

At Tune Traders Sdn. Bhd., we are committed to providing high-quality musical instruments and accessories that meet the expectations of musicians, producers, and music enthusiasts. Due to the delicate, precision-crafted nature of our products—including string instruments, electronic gear, and professional audio equipment—returns and refunds are handled carefully on a case-by-case basis, and only for defective, incorrect, or damaged items upon delivery.

2. Eligibility for Returns

Returns will only be accepted under the following conditions:

  • The item is unused, unplayed, and in its original packaging with all manuals, tags, and accessories intact.
  • The product is found to be defective upon delivery.
  • The wrong item, model, or specification was delivered due to our error.
  • Notification of the issue is made within 48 hours of delivery or purchase.

3. Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

  • Instruments or accessories that show signs of use, handling, or modification.
  • Opened or unsealed microphones, in-ear monitors, and headphones (for hygiene reasons).
  • Software, digital downloads, or activation codes.
  • Items returned without valid proof of purchase or original receipt.

4. Return Process

To request a return, please contact us within 48 hours of receiving your item and provide:

  • Your full name and invoice/order number.
  • Clear photos or videos of the product and packaging condition.
  • A description of the issue or discrepancy.

Once approved, items must be returned within 3 business days using a trackable shipping method. Unless otherwise stated, return shipping costs are the buyer’s responsibility.

5. Inspection and Approval

Once the returned item reaches us, our team will inspect it within 3–5 business days. Based on the inspection, we may:

  • Approve a full or partial refund.
  • Issue store credit for future purchases.
  • Send a replacement or the correct item.

Refunds (if approved) will be processed via bank transfer or the original payment method.

6. Defective or Damaged Items

If your order arrives damaged, incomplete, or incorrect:

  • Contact us within 48 hours of delivery.
  • Provide your order number, supporting images, and a clear description.

We will verify the issue and may:

  • Resend the missing or correct item.
  • Issue a refund or store credit.
  • Replace the damaged product where possible.

Tune Traders Sdn. Bhd. is not responsible for damages caused by improper handling, misuse, or negligence after delivery.

7. Warranty Claims

Some products (e.g., branded guitars, amplifiers, mixers, or audio interfaces) may include a manufacturer’s warranty. For such items:

  • Contact us with valid proof of purchase.
  • We will assist you in facilitating the warranty claim.

Warranty coverage, terms, and processing times will vary depending on the manufacturer.

8. Exchanges

We do not offer direct exchanges. If your product is defective or incorrect, please follow the return process and place a new order for the correct item.

9. Contact Us

For assistance with returns, damaged deliveries, or warranty claims, please reach out to us:
📧 Email: tunetraders@outlook.com
📞 Phone: 017-413 9969
🏢 Address: 1-1 TO 1-11, VIPOD RESIDENCES, 6, JALAN KIA PENG, 50450 KUALA LUMPUR W.P. KUALA LUMPUR