At UKULELE MOVEMENT, we ensure that all products are checked thoroughly before shipping out. As such, all products are free from visible defects when they leave our warehouse facilities. However, if for any reason you're not completely satisfied with your order, you can exchange it for another item (please read the conditions below).
Restocking fee for exchanges
There will be a restocking fee of 5% of the item price you paid for all exchanges unless it is returned due to:
- a manufacturing defect that cannot be fixed or resolved
- wrong item shipped (for online purchases)
The restocking fee covers cost for repackaging for reselling, opportunity cost of loss sales, transaction fees incurred, staff costs etc.
You will receive a store credit for the amount of the item price you paid, minus 5% and this net value can be used to offset the purchase of another item.
There will be no refund for shipping fee incurred (for online purchases).
How to make a local exchange
All returns and exchanges must be made within 07 days after you have received your merchandise from us. Please contact us at aloha@ukulelemovement.com or call us at 81815088 and provide the order reference number and model no. of the items you want to return.
There are 2 ways to make a local exchange:
1) Exchange at retail store
2) Online exchange (return shipping charges will be borne by you)
Exchange at retail store (local)
Simply inform us of your intentions and check with us the availability of the new item you wish to exchange for. Under some circumstances (defective claims) we might require you to bring the ukulele to the shop for assessment before confirming the warranty coverage.
For online orders, you can also choose to do an exchange at the retail store but please inform us of your intentions in advance.
Online exchange (local)
For online exchanges, you can exchange your item(s) for any other item(s) as long as they are in stock.
Step 1: Contact us at aloha@ukulelemovement.com or call us at 6299 0580 and provide the order reference number and model no. of the items you want to return.
Step 2: Pack the unwanted item(s) into its original box with packing materials to prevent damage. Please read the terms & conditions for items to include in the package and how to pack ukuleles.
Step 3: Ship the parcel by your preferred courier service or by Singpost islandwide delivery. UM can also arrange for the courier service if you prefer and cost to be borne by you if the return is not covered under manufacturing defect.
Step 4: Email us the tracking number after you have shipped the item(s).
Step 5: Make payment via our emailed invoice link for the shipping of your new item(s) and any additional cost for the new item(s).
We will inspect your item(s) when we receive it/them and your exchange will be processed within 5 business days of receipt. You will be notified if your preferred item is not in stock.
UM reserves the right to return the item(s) to the sender if the returned item(s) is/are received either damaged through shipping or deemed not in its original condition. You can choose to pay for return shipping or collect back the item(s) at the retail store.
General terms and conditions for returns/exchanges
- All returns and exchanges must be made within 07 days (for local orders) and 30 days (for international orders) after you have received your merchandise from us. Please contact us at aloha@ukulelemovement.com or call us at +65 81815088 to arrange for returns/exchanges.
- Merchandise returned must be returned in the original (brand new) condition, showing no signs of wear, pick scratches, scratches from belt-buckle or jewelry, dings, scrapes, chips, or cracks.
- All returns must include the original invoice, be packed in the original packaging including all original tags, instruction manual (if any), warranty cards (if any), free accessories (if any), free gifts or vouchers (if any) and the exchange form issued to you. Your exchange will not be processed if you fail to produce the required items.
- You may choose to exchange for a different model or item at its prevailing price and top-up the difference if the new item is of a higher price. Alternatively we can offer a store credit in the form of an electronic gift card (valid for 6 months from date of return). There will be strictly no cash refund.
- No refund will be given for exchanges where the value of the new item is lower than the original item. You have the option of using the difference to purchase other items.
- The following items are returnable only if defective, unopened or unused: books, CDs, DVDs, strings, wind instruments, strings, electronics, and polishing cloths. If defective, these items will only be exchanged for same product.
- Made-to-order ukuleles are not returnable, or exchangeable. Any ukulele that has been modified eg. strap button or pickup installed are not returnable/exchangeable.
- The following items are returnable only if defective, unopened or unused: books, CDs, DVDs, strings, wind instruments, strings, electronics, and polishing cloths. If defective, these items will only be exchanged for same product.
- Made-to-order ukuleles are not returnable, or exchangeable. Any ukulele that has been modified eg. strap button or pickup installed are not returnable/exchangeable.
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The full credit amount will take into account the state of the goods resulting from the consumer's use. If goods show signs of wear and tear, UM reserved the right to refund only a percentage of the full amount to the customer.
For online orders
- Return shipping charges will be borne by UM for returns that are due to manufacturing defect (as assessed by UM and manufacturer). The customer would have to bear the return shipping charges if returns is not due to manufacturing defect or wrong item shipped by UM. A shipping quote will be included in the exchange form which will be emailed to you after we receive your exchange request. Payment can be made with credit/debit card or Paynow.
- Either you or UM can arrange for the shipping of the return item. If shipping is arranged by you, all returns must be shipped via registered mail or the equivalent method you received your merchandise from us. Please email the tracking number to us once you have shipped off the package. All packages must be marked "DEFECTIVE GOODS. RETURN TO SUPPLIER" on the airway bill and/or custom declaration form/label (for overseas), otherwise you will be charged the sales taxes incurred (for overseas). For UM-arranged shipping, you will be sent an airway bill to attach on the parcel.
- Refunds are made for product value only, excluding shipping and handling charges for any returns or exchanges, other than craftsmanship defects or shipping damage. If the product is defective or has been damaged during shipping, we will credit the full amount of the original purchase.
- If your original item was shipped with FREE SHIPPING promotion, the value of the shipping cost we incurred will be deducted from your refund.
- For returns that are due to change of mind or wrong item ordered, only the value of the order excluding shipping cost will be credited. Eg: A ukulele priced at $100 ordered via online store and was shipped with our free shipping option, you will get $90 store credit instead of the full $100 to cover our shipping and restocking cost.
- All ukuleles returned to us must be packed and sent back to us with the same care that we give when sending you the instrument. When shipping the ukulele back to us please follow the shipping guidelines below:
- For ukulele with cases: First wrap the ukulele with bubble wrap before placing the ukulele in a ukulele case, please secure the ukulele so it does not move within the case. Then wrap the case with several layers of bubble wrap and place in box. Seal all gaps with cello tape to ensure the box does not open during shipping.
- For ukulele without a case: If no case is purchased, wrap the ukulele with bubble wrap, then place it in a cardboard box and secure it so it does not move by using more bubble wrap or paper to fill the empty gaps inside the box. Seal all gaps with cello tape to ensure the box does not open during shipping.
- The full credit amount will take into account the state of the goods resulting from the consumer's use. If goods show signs of wear and tear, UM reserved the right to refund only a percentage of the full amount to the customer.
- All conditions stated above must be fulfilled before an exchange can be authorized.
