Return and Exchange Policy
Return, Exchange and Refund Policy
We want you to be completely happy with your order. This Return and Exchange policy sets out our procedures for change of mind after purchase. This is distinct from the Warranty Policy which covers manufacturing issues /defects.
If you are not satisfied with your purchase, you can return it to us in exchange for any product(s) that is/are equal or greater in price. If you select a product(s) that is/are greater in price, you will have to pay the price difference.
To make a return, please contact us on our Contact page within 3 days of the product's delivery to submit your request together with the proof of purchase (a copy of the official receipt) for the product being returned, and a member of our staff will contact you thereafter to provide assistance and further instructions. For both Online Store and Retail Showroom purchases, a return will not be possible without first contacting our staff (THE ONLY reason to be accepted if the product is not Authentic) via the Contact page and acquiring a Return Authorization Code.
We may, in our sole and absolute discretion, charge a restocking fee of 5% of the purchase price of the product returned.
Additionally, you will have to bear all delivery costs (if any) associated with the return and exchange of the product. To minimise delivery costs, you may return your product personally to your preferred showroom. Once we have confirmed the return of your product, we will arrange for delivery of your newly selected product to your shipping address.
All products must be returned to us in original and brand-new condition, showing no signs of wear or use including, but not limited to, pick scratches, belt-buckle markings, scuffs, dings and scrapes on the product or any of the related materials that came with it. The returned products must also include all original packaging, labels, stickers, seals, manuals, accessories, and still have their protective materials unremoved and intact.
This Return and Exchange Policy does not apply to items with marked down prices, as they will be sold as is.Refunds
We will only permit refunds in the exceptional situation where the returned product is found to be defective, and repair or replacement of such product is not possible.Non-returnable Products
This Return and Exchange Policy does not apply to the following products which are non-returnable:
- Products not purchased from a LTO TRADING SDN BHD retail showroom or online store
- Custom orders
- Oversized or overweight products (including but not limited to digital/acoustic pianos, keyboards, amplifiers and digital/acoustic drumsets, subwoofers, line array speakers, etc)
- Discontinued products
- Personal products or products where there may be a hygiene concern (e.g. shoes, socks, earphones, harmonicas, instrument mouthpieces, microphones etc.)
Please contact us here if you are unsure about whether your product can be returned or not.Abuse of Return and Exchange Policy
We've created this Return and Exchange Policy to make sure our customers receive the product of their choice. We may, in our sole discretion, limit or suspend return privileges for customers who make fraudulent returns, violate and/or abuse the terms of this Return and Exchange Policy, including, but not limited to, making excessive returns, returning products that are no longer in original and brand-new condition, returning products that they have not purchased etc. We reserve the right to amend this policy at any time at our discretion.Amendment
We may, in our sole and absolute discretion, amend the terms of this Return and Exchange Policy at any time and without notice to you.