Refund policy

 

RETURNS, REFUNDS & CANCELLATIONS

This policy sets out your rights and ours. Your rights under the Consumer
Protection Act 68 of 2008 and the Electronic Communications and
Transactions Act 25 of 2002 are not limited by anything below. Where we
offer more than the law requires, those terms are ours to set and are
stated as such.

1. YOUR STATUTORY RIGHTS

1.1  Online orders — 7-day cooling off. If you bought online, you may
cancel within 7 days of receiving the goods and receive a refund of the
purchase price. You bear the direct cost of returning the goods. The
original delivery charge is not refundable. Goods must be returned
complete, unused, and in their original packaging.

1.2  This right does not apply to goods made, ordered, modified or
personalised to your specification, including special-order imports and
custom builds (see section 4).

1.3  Defective goods — 6 months. Under section 56 of the CPA, if goods
are defective, unsafe, or not as described, you may return them within 6
months of delivery and direct us to repair, replace, or refund them, at
our cost.

1.4  Assessment. Before a remedy is determined, goods must be assessed by
us or by our authorised technician to establish that the fault is a
manufacturing defect. Faults arising from misuse, accident, neglect,
climate exposure, unauthorised modification, or work performed by anyone
other than us are not defects and are not covered.

1.5  Transit damage or shortages must be reported in writing within 48
hours of delivery, with photographs of the packaging and contents.
Claims outside this period cannot be verified against the carrier and
cannot be accepted.

2. CHANGE OF MIND — OUR GOODWILL POLICY

2.1  The law does not give a general right to return goods because you
have changed your mind. What follows is offered at our discretion and on
our terms.

2.2  Within 14 days of delivery or collection, we will accept the return
of an unused item in its original, unopened packaging with all
accessories and documentation, on production of proof of purchase.

2.3  Change-of-mind returns are refunded as store credit, valid for 12
months. Cash and card refunds are not offered on change-of-mind returns.

2.4  A handling and restocking charge of 15% of the purchase price
applies, reflecting the costs of processing, inspection, re-testing and
re-merchandising. You bear the return shipping cost.

2.5  Where an item is returned used, opened, incomplete, or in a
condition that reduces its resale value, we may decline the return or
reduce the credit to reflect the diminished value, as permitted by
section 20(6) of the CPA.

2.6  Instruments: playing an instrument to evaluate it is expected. Pick
marks, buckle rash, fret or fingerboard wear, adjusted or replaced
strings, smoke or pet odour, and any evidence of gigging or transport
place an instrument outside 2.2.

3. WHAT CANNOT BE RETURNED

Gift cards and vouchers. Strings, picks, reeds, drum heads, in-ear tips,
mouthpieces and similar consumable or hygiene items once opened. Valves,
fuses and cartridges once fitted. Software, downloads, activation codes
and licence keys once issued or redeemed. Clearance and ex-demonstration
items sold as such. Items altered, serviced or repaired by anyone other
than us.

This section does not limit your rights under section 1.

4. SPECIAL ORDERS, IMPORTS AND CUSTOM BUILDS

4.1  Items not held in stock are ordered in specifically for you. Placing
such an order commits us to costs with the manufacturer, freight
forwarder and clearing agent that we cannot recover.

4.2  A deposit of 30% of the order value is payable on placement and the
balance before dispatch to you.

4.3  Lead times are estimates only. They depend on factory production
schedules, allocation, freight consolidation, shipping availability and
customs clearance, none of which are within our control. Estimated dates
are given in good faith and are not guarantees. Delay in itself is not a
breach of this agreement and does not entitle you to cancel.

4.4  If you cancel a special order after we have placed it, we will
retain an amount equal to our actual unrecoverable costs at the date of
cancellation, up to the value of the deposit. Where those costs exceed
the deposit, the balance remains payable. We will provide a written
breakdown of the costs retained.

4.5  Where freight, fuel, currency or duty charges increase between order
and arrival, we will advise you before dispatch and you may either accept
the adjusted amount or cancel on the terms in 4.4.

4.6  Special orders are excluded from the 7-day cooling-off right by
section 42(2) of the ECTA. Your rights under section 1.3 apply in full if
the item arrives defective or not as described.

5. USED, CONSIGNMENT AND EXCHANGE GEAR

5.1  Pre-owned instruments and equipment are sold as described. Each item
carries a written condition report and photographs, which together form
the description for the purposes of the CPA.

5.2  Wear, marks, repairs and modifications disclosed in the condition
report are not defects. Undisclosed faults are covered under section 1.3.

5.3  Pre-owned items carry no manufacturer warranty unless expressly
stated in writing.

6. AFTER SIX MONTHS

6.1  After 6 months from delivery, the statutory implied warranty falls
away and any remaining cover is the manufacturer's warranty, on the
manufacturer's terms.

6.2  We will facilitate manufacturer warranty claims on your behalf.
Manufacturer warranties are ordinarily repair-first and do not entitle
you to a refund from us.

7. PROCESS AND TIMING

7.1  All returns must be authorised in advance. Email
info@echowavemusic.co.za with your order number, the item, the reason,
and photographs where a fault is claimed. Unauthorised returns cannot be
matched to an order and will be held at your risk.

7.2  We will respond within 2 business days with a return authorisation
and address.

7.3  Goods remain your responsibility until they reach us. Use a
trackable, insured service. We are not liable for items lost or damaged
in return transit.

7.4  Approved refunds are processed within 10 business days of the goods
being received and inspected, to the original payment method. Card
refunds may take a further 5–10 business days to reflect, depending on
your bank. We do not refund to a different account or person from the
one that made payment.

7.5  Where an order was paid in part by credit, voucher or trade-in
value, that portion is refunded as credit.

8. EXCHANGES

Exchanges within 14 days are treated as change-of-mind returns under
section 2 and are subject to the same conditions. Price differences are
settled either way.

9. GIFTS

Where an item was marked as a gift and shipped to the recipient, credit
is issued to the recipient. In all other cases the refund is made to the
original purchaser.

10. DISPUTES

Please raise any dispute with us first: info@echowavemusic.co.za or
079 857 0779. If we cannot resolve it, you may refer the matter to the
Consumer Goods and Services Ombud at cgso.org.za.

EchoWave Music is the trading name of ECHO WAVE MUSIC (PTY) LTD
(Reg. 2020/482460/07), previously trading as Fouche Guitars.
153 Ontdekkers Road, Horison Park, Roodepoort, 1724