DELIVERY AND RETURNS POLICY

1. DELIVERY POLICY & COURIER FEES

• Main Centres (South Africa): Delivery is free of charge for orders with a final cart value exceeding R1,000.00. For orders below R1,000.00, a standardized flat shipping fee of R200.00 will be applied at checkout. Estimated delivery timeframe: 2 to 4 business days from the date of physical dispatch.
• Outlying/Regional Areas (South Africa): Delivery is free of charge for orders with a final cart value exceeding R3,000.00. For orders below R3,000.00, a flat shipping fee of R400.00 will be applied at checkout. Estimated delivery timeframe: 4 to 7 business days from the date of physical dispatch.

2. DELAYED DELIVERY STATUTORY RIGHTS

3. STOCK SHORTAGES & LOGISTICAL INABILITY TO FULFILL

• 3.1 Statutory Notice and Refund Remedy: OneStopMusic will immediately notify you via email. In strict compliance with the ECT Act, you will be given the primary choice to receive an immediate full refund back to your original payment method (Credit/Debit Card or EFT), or, should you explicitly prefer it, we can allocate equivalent store credit or a digital gift voucher to your customer account profile.
• 3.2 Promotional Coupon Exclusion: If a promotional discount coupon or structural web code was applied against the unavailable item, the artificial discount value will not be allocated as cash or store credit. Reinstatement of promotional coupons remains governed by the specific terms of that marketing campaign.
• 3.3 Undisclosed Shortages upon Receipt: If a product is missing from your package and you were not notified beforehand, you must report this missing item to info@onestopmusic.co.za within 24 hours of delivery. Please utilize your exact Order Number and the phrase “Missing Product” in the email subject line to initiate an expedited warehouse security footage check.

4. EXCHANGING NON-DEFECTIVE PRODUCTS

• The exchange request must be formally submitted within 30 days of physical delivery.
• OneStopMusic reserves the strictly enforced right to reject an exchange if the product is not returned in its absolute pristine state, completely unused, inside its original undamaged retail packaging, with all manufacturer seals, tags, and protective plastics completely intact.
• All logistics, collection, and re-delivery shipping fees for non-defective voluntary exchanges are borne entirely at the customer's personal expense.

5. RETURNING NON-DEFECTIVE OR TRANSIT-DAMAGED PRODUCTS

• 5.1 Non-Defective 30-Day Return Window: You are entitled to return any standard, non-defective item purchased on the Site and delivered within South Africa within 30 days of delivery for a refund of the product purchase price, subject to a strict quality check. All courier return fees are borne at your own expense.
• 5.2 Strict 24-Hour Transit Damage Reporting: If a product arrives visibly damaged, broken, or scratched due to courier handling, you must report the damage to OneStopMusic within 24 hours of delivery via email at info@onestopmusic.co.za. The item must remain completely unused and retained in its exact delivered packaging.
• 5.3 Return Packaging Duty: When returning any item under this section, the customer owes a legal duty of care to package the product safely inside an additional outer shipping box with adequate protective wrap. Any transit damage incurred during the return journey due to insufficient packaging will be assessed and deducted directly from your final refund amount.
• 5.4 Cross-Border Exclusion: Products delivered to areas outside the borders of the Republic of South Africa are strictly ineligible for general non-defective returns or voluntary exchanges due to international custom protocols.

6. RETURNING INCORRECTLY DELIVERED PRODUCTS

• Do not open the product packaging, do not break any manufacturer seals, do not remove any serial number labels, and do not use the product.
• Contact us immediately at info@onestopmusic.co.za with the subject line format: [Your Order Number] – Incorrect Item.
• OneStopMusic will validate the error against our dispatch logs, arrange a courier to collect the incorrect item from your premises at our own expense, and expedite the delivery of the correct instrument or equipment as quickly as possible.

7. RETURNING LEGITIMATELY DEFECTIVE PRODUCTS

7.1 National Statutory Six-Month Consumer Warranty (CPA Sections 55 & 56)

• The Inspection Process: You must notify us at info@onestopmusic.co.za (Subject: [Order Number] – Defective Item). OneStopMusic will collect the item at our expense and route it to our authorized internal technical or quality assurance teams.
• The Statutory Choice: If the item is verified to possess a legitimate inherent defect, the consumer is entitled to choose whether they want the product fully refunded, repaired, or replaced (subject to stock availability). However, you explicitly acknowledge that items purchased on final warehouse clearance sales or end-of-line promotional specials can generally only be repaired or refunded, as replacement units are logistically unavailable.
• False Claims Surcharge: If the product is inspected and found not to be defective (e.g., user error, software incompatibility, structural damage from dropped gear, or power-surge blowout), you will not be entitled to any repair, replacement, or refund. You will be held strictly liable for the assessment fees and the courier collection and re-delivery shipping costs incurred by OneStopMusic.

7.2 Non-Defective Exclusions

• (a) Regular and ordinary wear-and-tear resulting from prolonged performance or use;
• (b) Accidental damage, user negligence, moisture exposure, improper electrical voltage configuration, or unauthorized tuning/modifications;
• (c) Minute cosmetic or finish imperfections that fall within recognized, acceptable global manufacturing tolerances for musical instruments and do not impede structural or tonal performance.

7.3 Manufacturer/Supplier Specific Guarantees

8. ABSOLUTE EXCLUSIONS FROM RETURNABLE STATUS

• 8.1 Products that have been custom-ordered, custom-built, or specifically imported for you from an international supplier.
• 8.2 Products that have been structurally modified, repaired, altered, or added to by any person or external repair shop not explicitly authorized in writing by OneStopMusic.
• 8.3 Items purchased on final warehouse liquidation sales, end-of-series clearance drives, or marked as non-returnable on the item listing page.
• 8.4 Software packages, digital audio workstation (DAW) licenses, plug-in bundles, or virtual instruments where the security wrap or physical software seal has been unsealed, opened, or tampered with.
• 8.5 Digital Software Activation Keys: Any digital license key, activation token, or software download code delivered via electronic communication cannot be refunded or credited once the key has been systematically generated and dispatched to your email address.

9. SUMMARY OF RETURN TRACKING PROCEDURE

• For Incorrect Items: Follow the step-by-step reporting instructions outlined in Section 6.
• For Defective Items: Follow the diagnostic notification instructions detailed in Section 7.
• For Non-Defective 30-Day Returns: Securely package the pristine, unopened item into an outer protective layer, clearly attach your original order number to the exterior, and dispatch it to our physical corporate receiving address via a trackable courier service. Do not ship items back without an active email authorization from our team.

10. PROCESSING TIMEFRAMES FOR REIMBURSEMENTS AND REFUNDS

• 10.1 Clearance Window: Once a returned item is received at our primary facility, it must undergo a strict quality assurance assessment to check for completeness, packaging integrity, and serial number validation. This checking window takes up to 5 business days.
• 10.2 Payment Finalization: If the return is formally approved, your refund will be executed within 10 business days thereafter. Payments will only be processed back onto the exact Credit/Debit card or into the exact South African bank account utilizing the same payment method used to conclude the original checkout.
• 10.3 Profile Store Credit Restriction: If a user explicitly opts to receive their reimbursement via store credit applied directly to their online account profile, this selection is final and legally irrevocable. Profile store credit can never be retroactively withdrawn, paid out, or converted into cash or bank transfers at a later date.
• 10.4 Sale Item Adjustments: If you return an item that was purchased at a reduced or promotional price, the exact Rand value processed at checkout will be returned to you, not the standard RRP.
• 10.5 Promotional Price Rollback: If you purchase an item at regular retail price, choose to return it, but at the time of your return the product has subsequently entered a promotional sale, you will be credited with the full amount paid to your profile store credit. If you demand a cash/bank refund, the refund value will be adjusted to the current reduced promotional price to prevent system exploitation.
• 10.6 Coupon Value Extraction Prohibition: If a marketing coupon or promotional voucher was used to discount an order, only the actual net Rand amount physically paid out-of-pocket by the customer will be eligible for a refund. The artificial discount value of the coupon will not be refunded or converted into cash under any circumstances.

11. FINANCIAL INTEGRITY & ANTI-FRAUD AMENDMENTS