Refund policy

Return & Refund Policy

Last updated: 9 November 2025

Short version: Instruments are highly personal; cosmetic condition matters. We therefore do not accept change-of-mind returns on musical instruments. We will support customers on manufacturing defects reported within 7 days of delivery (see Section 4). We are not responsible for shipping damage; please inspect parcels on delivery and file a claim with the carrier (we’ll assist—see Section 3). All approved refunds are issued as store credit only.

Nothing in this policy limits your non-waivable rights under applicable law in Singapore.

1) Who we are & how to reach us

  • Store: Sound Alchemy Music

  • Email: sales@soundalchemy.com.sg

  • Return address (RMA only): #B1-07, 3 Coleman Street, Singapore 179804

2) What is returnable

Instruments (guitars, basses, strings instruments, keyboards, drums, etc.)

  • Final sale (no returns/exchanges for change of mind, preferences, or cosmetic subjectivity such as wood grain, finish hue, light buff marks).

  • Manufacturing defects reported within 7 days of delivery may be eligible for repair, replacement, or store-credit refund after inspection (Section 4).

Hygiene-sensitive products

  • Final sale for items that contact the mouth/ears/skin (e.g., reeds, mouthpieces, harmonicas, in-ear monitors, earplugs), unless defective on arrival.

Software, digital goods, gift cards

  • Final sale once delivered/redeemed/registered.

Accessories & merchandise

  • Strings, cables, pedals, cases, stands, apparel & merch:

    • Unopened/unused items may be returned within 14 days of delivery with prior RMA approval.

    • Opened/used items are not returnable, unless defective on arrival.

3) Parcels damaged in transit (shipping damage)

  • Risk in transit: We pack carefully, but shipping damage is the responsibility of the carrier. We do not accept liability for damage occurring after dispatch.

  • On delivery:

    • If the carton shows visible damage, refuse delivery or have the courier record the damage before signing.

    • Take photos of the outer carton, inner packing, and the item immediately.

  • Claims: File a damage claim with the carrier within 48 hours. Email us at sales@soundalchemy.com.sg with your order number and photos; we’ll assist with documentation and provide any required evidence (invoice, packing photos, serial logs).

  • Insurance: We strongly recommend purchasing shipping insurance (contact us before checkout if you’d like us to arrange).

Note: Natural wood & finishes vary; grain/figure/minor swirl marks are not shipping damage or defects.

4) If your item has a manufacturing defect (within 7 days)

  1. Email sales@soundalchemy.com.sg with subject “Defect – [Order #]” within 7 days of delivery.

  2. Include clear photos/video of:

    • The issue (close-ups + full front/back)

    • Serial number

    • All included accessories and packaging

  3. Keep original packaging until we complete triage.

What happens next

  • We’ll diagnose via email/video. Many issues resolve with setup or part replacement.

  • If needed, we’ll issue an RMA and instructions. After inspection, we’ll repair, replace, or issue store credit at our discretion.

  • If the item is NFF (no fault found) or shows signs of use/installation damage, we’ll return it to you (shipping may apply).

5) Non-returnable conditions (any category)

We cannot accept returns if any of the following apply: missing original packaging/tags/manuals/tools/certificates; signs of use (pick rash, fret wear, buckle marks, odors/smoke, sweat/cologne, removed films); modifications/repairs/firmware changes/unauthorised service; damage from improper storage/handling/humidity/temperature/power; serials altered/removed/mismatch.

6) How to start any return (RMA required)

  • Do not send items back without an RMA; unsolicited returns may be refused.

  • Request an RMA by emailing sales@soundalchemy.com.sg with your order number, reason, and photos.

  • Repack securely in the original carton with all padding and accessories. Items damaged during return transit due to inadequate packing may be declined.

7) Store credit, exchanges & timing

  • Refund method: Store credit only (issued as a gift card or credit code). Where required by law, we may refund to the original method.

  • Processing time: Within 3–5 business days after we receive and inspect the item.

  • Original shipping fees: Not refundable, except where required by law.

  • Exchanges: Instruments—defects only. Accessories—allowed if unopened and stock permits (RMA required).

8) Return shipping costs

  • Change-of-mind (accessories, unopened): Customer pays return shipping.

  • Verified defects (RMA approved): We will advise the return method. If we provide a label or credit, it must be used as instructed and within the stated window.

9) International orders

  • Duties/taxes/fees charged by customs or carriers are non-refundable by us.

  • For defect cases, we’ll work with you on a reasonable shipping remedy (approved via RMA) and documentation support.

  • Shipping damage claims must be filed with the carrier in your country; we’ll assist with paperwork.

10) Pre-shipment inspections (to prevent surprises)

Before dispatching instruments, we document serial number, setup, and cosmetics:

  • High-resolution photos/video,

  • Setup sheet (action/relief, string gauge),

  • Accessories checklist.
    Live video walk-throughs are available on request before shipping.

11) Alternatives to returns

If you change your mind later, ask about trade-in / buy-back / consignment options. These are separate from our return policy and subject to appraisal and fees.

12) Legal

This policy applies to purchases made directly from Sound Alchemy Music via soundalchemy.com.sg. It does not limit any non-waivable consumer rights under Singapore law (e.g., protections for goods not of satisfactory quality or not as described). Where local law requires a different outcome, that law will prevail.