To help you save on your purchase, we are shipping our products directly from the supplier. This way we can cut back our prices by reducing the number of steps necessary to get the product to you.
It is essential that you provide a full accurate shipping address, not a PO box, and a valid phone number. This is necessary for the courier so they can contact you in case of delivery exceptions. We will not process your order without this information. Be assured that we will not use your phone number to contact you or sell it to others. It is only to prevent packages being returned if undelivered.
If there is a possible delay due to the warehouse being out of stock, we will contact you by email to discuss sending out your order in separate shipments, changing products, or other options. Larger orders that exceed our stock may take up to 1 week longer to send out, as we have to order from the factory. In such cases we will contact you about any delay.
If you need help tracking your delivery, or have concerns about a delivery time, we'll be on hand to answer your questions.
The courier requires a signature from the recipient for delivery. This is a fast and secure way to have your products delivered.
If there is VAT or any Import Duty to pay on the goods due to your country's import rules, the courier will present you with a bill at the time of delivery. In general you will need to pay any such bill to the courier before you can receive the goods. Any such charges are your responsibility and unfortunately, we cannot offer advice or estimates about import fees or other taxes in your country.
If you believe your package is missing items, includes incorrect items, or has been damaged or tampered with in any way, it is essential that you communicate this clearly to the courier's delivery driver at the time of delivery. If you accept delivery and sign for the goods it is much more difficult to pursue a claim later.
All the shipping fees are calculated according to either the actual kg weight of the goods or the goods' dimensions, plus the delivery location.
The Air Waybill (formal shipping document) that accompanies your goods may show a kg weight that is less than the shipping band that you paid for. This happens when the item is light but bulky, so the shipping band is calculated by dimensions, not actual weight.
All orders must be fully paid in advance, including shipping and taxes if applicable. Shipping charges are not refundable except in cases of wrong delivery.
If a delivery is confirmed lost, stolen, or damaged before receipt, we will work with the courier directly to obtain information, and arrange a refund or re-delivery at no further expense to you.
Please note that you are responsible for finding out in advance about the legality of importing your ordered items in your country - and about the legalities of importing goods into your country per se. We are not responsible for confiscated items by your local authorities or any associated costs incurred. Please read the full small print below!
Customs clearance is undertaken by the courier in the delivery destination country (and in certain cases, in the en-route country). You must be available for contact by them, in the event of any query or clearance confirmation. You are responsible for knowing the regulations in your delivery country before placing your order.
RETURNS AND REFUNDS
All our consumer electric products are new and come with a 12 month warranty.
Unless otherwise specified, this means if there is a quality defect that causes the device to be unacceptable for sale or unusable during the warranty after dispatch from our warehouse, we will accept a return and either repair the item, replace the item with an identical new item, replace the item with an equivalent item that you accept, or offer credit or a refund.
If you experience any problem with a product bought from our store, contact us first and we will do our best to advise you.
Any returns must be discussed with us in advance, and authorized so they are sent with the correct paperwork.
All returned products must be sent together with the original packaging and accessories unless an exception is agreed in advance.
Read the item description carefully! We will ship you whatever you order. Although we do assist you by manually checking all orders to screen possible region / compatibility inconsistencies, we do not accept returns of healthy products which were simply mis-ordered by you.
In the event of any returned goods where you are requesting a repair / replacement / refund under the warranty, your shipping costs returning the products to the warehouse are payable by you, and cannot be compensated by CharliesMusicStore.
Physical damage to a product caused by the user invalidates the warranty. Opening products up, e.g. to repair or modify components, invalidates the warranty. Flashing the firmware or using non-approved software invalidates the warranty.