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Returns, Non-Returnable Items, Refunds, Exchanges & Warranties

Here at Peekaboo Music, we want to make sure that you get the best customer satisfaction & experience with your purchase (s). So if you’re unhappy with anything that you have bought from us recently, we offer a number of guarantees to ensure that your shopping experience with us is always positive!

 

  1. Returning a Faulty Item
  2. i) Get in Touch with us

Contact Number: +60 11-5867 6160

Email: peekaboomusicacademy@gmail.com

You will be put through to a product specialist in the field of your item; he/ she will ask you some questions to understand your concerns & try our very level best to resolve or troubleshoot the fault to see if it can be fixed without being returned.

  1. ii) Troubleshoot
  • Check the manufacturer’s product website for known issues.
  • Check the item’s product manual & look out for a troubleshooting section.
  • Where applicable, ensure you have the latest software installed with your hardware.
  • Remember not to use excessive force, or open items to attempt and repair them yourself. This may result in your warranty being invalidated!

iii) File a Return

If the troubleshooting was unsuccessful and you wish to return the goods, we shall advise the next steps accordingly. Please remember to record the names of our Customer Service Representative you have spoken to about your item and give us as much information as possible about the condition of your item. This will help us to resolve your case as fast as possible.

You can send the defected items to:

Peekaboo Music Sdn Bhd

No. 30B&C, 41B, Jalan Desa Jaya, Taman Desa, 58100, KL

  1. iv) Post-Claim

You will be given a Service Order Reference Number which you should mention whenever enquiring us about your product status. Depending on the nature of the product faulty, your item will be inspected in house and, if necessary, return back to the manufacturer or to a company specialising in the repair of your product. Once your item is ready for collection, we will contact you & make the delivery arrangements. Otherwise, you can also opt for a Self-Collection option.

Typically, all other repairs take 2-3 weeks. In the event the item can’t be repaired by the manufacturer within a reasonable time & you require an urgent use of the product, we can provide an emergency product support to you on a case-to-case basis. Note: such product support includes products of a similar range & practical application.

If your item is still within the warranty period***, we will repair it without charge, or replace it, at our discretion. If the item can’t be repaired or replaced by the manufacturer, we will seek a refund from the manufacturer or offer an alternative replacement model based on the customer’s choice.

If your item is outside the warranty period, charges for parts, labour and delivery will apply. We will advise you of any charges before proceeding with the repair.

***Warranty period & its terms & conditions varied according to the brand manufacturers & models.

 

  1. Non-Returnable Items

While we maintain a liberal return policy, there are certain items that cannot be returned for very specific reasons. These items include:

  • Special orders
  • Software & Video course
  • Oversized or overweight items
  • Discontinued products, closeouts, and used products
  • Speakers
  • Tubes
  • Personal items (earphones, harmonicas, instrument mouthpieces, etc.)
  • Education fees

 

  1. Refunds

Peekaboo Music only conduct refunds in situations where the product is found to be faulty & situations where the manufacturer is not able to provide a fair repair solution or exchange to a new unit.

 

  1. Exchanges
  2. i) Time-Frame to Return/ Exchange Item(s)

– Items can be exchanged for a similar item or items of a higher value (RM) within 3 calendar days from the date of purchase.**

** Provided that the item is returned undamaged, unsealed, unopened and non-online warranty registration of the product. Items should be returned as they were originally packaged.

  1. ii) Delivery Charges
  • You will be liable for the delivery costs (if any) associated with the return/ exchange.

iii) File a Return/ Exchange

  • The fastest way to file a return/ exchange is to contact us with +60 11-5867 6160

Warranty

Warranties

Each brand manufacturer’s offer warranties with their products. Please read the warranty documentation that comes along with your product as most manufacturers require registration in order to make the warranty claims valid.

FOR ELECTRONIC MUSICAL INSTRUMENTS, GUITAR AMPLIFIERS, PRO-AUDIO EQUIPMENT, COMMERCIAL AUDIO EQUIPMENT & AMPLIFIERS AND AUDIO-VISUAL EQUIPMENT

  • The Warranty warrants the Product described against manufacturing and material defects only.
  • The Warranty Duration shall commence from the Purchase Date stated in the Warranty Certificate (hereinafter called “the Purchase Date”) and the Warranty Duration may vary for such Product sold during and/or on promotional and/or special offers.
  • Optical pick-up head for DVD players, smart media reader and drive if defective shall be subject to a one-time warranty replacement only within the Warranty Duration.

FOR GUITARS

  • The Warranty warrants the Product described against manufacturing and material defects only.
  • The Warranty Duration shall commence from the Purchase Date stated in the Warranty Certificate (hereinafter called “the Purchase Date”) and the Warranty Duration may vary for such Product sold during and/or on promotional and/or special offers.
  • The Warranty Does Not Cover:
    1. any non-factory-installed electrical/electronic components or tuning hardware;
    2. damage or defects due to alteration, misuse, abuse, normal wear and tear, extremes of temperature or humidity or abnormal strain;
  • accidental or intentional damage;
  1. normal fret wear;
  2. plating on metal parts;
  3. cracking or other damage to the finish;
  • any damage from accessories (synthetic straps, etc.);
  • an Instrument whose serial number has been defaced;
  1. tonal characteristics (tone is a subjective matter and is not warranted);
  2. any Instrument purchased from other than an authorized dealer.

FOR ELECTRONIC & ACOUSTIC DRUMS

  • The Warranty warrants the Product described against manufacturing and material defects only.
  • The Warranty Duration shall commence from the Purchase Date stated in the Warranty Certificate (hereinafter called “the Purchase Date”) and the Warranty Duration may vary for such Product sold during and/or on promotional and/or special offers.
  • The warranty does not cover:
    1. damage or defects due to alteration, misuse, abuse, normal wear and tear, or extremes of temperature or humidity;
    2. accidental or intentional damage;
  • plating on metal parts;
  1. any damage from accessories (straps, etc.);
  2. finishes on bass Drum wood hoops;
  3. a Drum or item of Accessory Hardware whose serial number has been defaced;
  • sound characteristics (sound is a subjective matter and is not warranted); or
  • any Drum or item of Accessory Hardware purchased from other Authorized dealers.

FOR ACOUSTIC PIANO AND HYBRID PIANO

  • The Warranty warrants the Product against manufacturing and material defects only and for the warranty duration as printed overleaf only (hereinafter called “the Warranty Duration”) PROVIDED ALWAYS THAT ALL piano tunings during the Warranty Duration are performed by an authorised service centre only.
  • The Warranty Duration shall commence from the Purchase Date stated in the Warranty Certificate (hereinafter called “the Purchase Date”) and the Warranty Duration may vary for such Product sold during and/or on promotional and/or special offers.
  • For Electronic components of hybrid pianos, the Warranty Duration is one (1) year only from the Purchase Date.

FOR BAND ORCHESTRA INSTRUMENTS, STRINGS AND PERCUSSION INSTRUMENTS

  • The Warranty warrants the Product described overleaf against manufacturing and material defects only and for the warranty duration as printed overleaf only (hereinafter called “the Warranty Duration”).
  • The Warranty Duration shall commence from the Purchase Date stated in this Warranty Certificate (hereinafter called “the Purchase Date”) and the Warranty Duration may vary for such Product sold during and/or on promotional and/or special offers.

THE FOLLOWING ARE PRODUCTS WITH NO WARRANTY

  • Passive Professional Audio Speakers;
  • Software, in any form;
  • Acoustic Musical Instruments Accessories and Peripheral including but is not limited to Piano heater;
  • Electronic Musical Instruments Accessories and Peripherals including but is not limited to Battery, Knob, Cabinet, Cover, Remote Control Devices, Grille assembly, Power adaptor, Bulb, Cable, Plug and Music Rest.
  • Brass & Woodwind Accessories, Strings Accessories and Percussion Accessories
  • Drum related items: Expendable maintenance items including but not limited to, heads, drumsticks, beaters, springs or straps;
  • Guitar related items: Expendable maintenance items including, but not limited to, strings, tuning machines, or scratched pickguards
  • Fuses, adaptor, batteries, cables, valves, guitar strings, etc.
  • In house free gift such as:

    • headphone, dust cover, book clip, & etc.

TERMS AND CONDITIONS for warranties

  1. The original Certificate along with purchase receipt MUST be presented by the Customer when requesting for any repair and/or service under this Warranty. In the event that the Customer fails to produce these items, the Customer shall not be entitled to have the product repaired under the terms of the Warranty and the Customer shall be liable for the full costs of the service and repair at the standard charges of the Company prevailing at the time of service and repair.
  2. The Certificate is not replaceable if lost.
  3. Tampering and/or unauthorised alteration to this Certificate shall automatically render this Certificate invalid and the Warranty therein null and void.
  4. This Warranty shall exclude :-
    1. defects and damages arising from the product being repaired by any party other than by Authorised Service Centres, from improper installation and/or operation and/or maintenance, alteration, mishandling, abusive treatment, negligence, exposure to extreme temperature and humidity, attack by household pets and pests, abnormal voltage or the use of generators, fire and lightning and any Act of God;
    2. damages and scratches due to normal wear and tear;
    3. defects or damages due to corrosion, rusting and staining and the like.
  5. This Warranty does not include transportation, postage or courier charges for delivering the product to and from the Customer’s premises.
 
 
 

Warranty Websites & Guides For Brands

 
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