1. DELIVERY POLICY
For items of unusually large size and weight, there may be additional delivery charges. Please consult the product page of the item if you’re in any doubt.
- Free to main centers in SA if your order value is over R1000. Otherwise delivery fees are calculated during checkout, depending on delivery address. Delivery time: 2 – 4 working days.
- Free to outlying areas in SA if your order value is over R3000. Otherwise delivery fees are calculated during checkout, depending on delivery address. Delivery time: 4 – 7 working days.
2. LATE DELIVERY
The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 7 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in the Marshall Music terms and conditions. The product(s) in question must be returned to Marshall Music in their original state, including all labels. Any such cancellation must be done by via the Marshall Music email firstname.lastname@example.org . Marshall Music will then refund you.
3. STOCK SHORTAGES
Every effort will be made to ensure that Marshall Music can fulfil your entire order once a purchasing contract (“sale”) comes into effect. Please click here for T&Cs on what constitutes a sale. However, if when packing your order, Marshall Music is unable to fulfil certain product(s) in your order:
3.1 Marshall Music will notify you thereof by emailing you and by allocating store credit to your Marshall Music account to the value of the Rands paid/ Marshall Music gift vouchers used for the product(s) that could not be sent to you. Should you wish to be refunded for the products that could not be sent to you please email email@example.com to inform our client service team that you wish to have your store credit converted into a refund. Your requested refund will be to your credit card should you have paid by credit card, or into your bank account should you have paid by EFT.
3.2 If you used a promotional/ discount coupon against all or part of the product(s) that cannot be fulfilled, Marshall Music will not allocate the value of the discount/ coupon as store credit. Please refer to the specific coupon terms and conditions for more information on whether the voucher will be reinstated and, if relevant, how the reinstated voucher will be sent to you.
3.3 If Marshall Music does not notify you via email beforehand, and you only become aware of the fact that the product(s) is/are missing once you receive your parcel, please contact Marshall Music as soon as possible at firstname.lastname@example.org to notify Marshall Music thereof so that we can resolve the situation as quickly as possible. If contacting Marshall Music via email regarding the missing product(s), please use your order number and the phrase “missing product(s)” in your subject line of your email.
4. EXCHANGING NON-DEFECTIVE PRODUCT(S)
Should Marshall Music not have stock of your preferred product, or if you wish to order a different product, please follow the returns procedure for non-defective products as outlined in Section 9 below.
Please note, Marshall Music reserves the right not to accept an exchange if the product you wish to exchange is not sent back to Marshall Music in the exact packaging it was received in, with labels attached, in resalable conditions.
5. RETURNING NON-DEFECTIVE/DAMAGED PRODUCTS
5.1 You are entitled to return any purchase concluded on Marshall Music and delivered within South Africa at your own expense within 30 days of the product(s) being delivered. In order to obtain a refund to the rand value of the purchased items being returned, the product(s) being returned must be sent back to Marshall Music in accordance with the return procedure set out in Section 9 below.
5.2 Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) or the product is damaged, and wish to return it for a refund as aforesaid, it must be reported to Marshall Music within 24 hours of delivery. Please retain the product(s)’ original packaging, with labels attached, and do not use the product., please ensure the items are returned in the exact condition they were received in, and in their original packaging, with labels attached. Any damage incurred during return, due to insufficient packaging will be deducted from the refunded amount.
5.3 Products delivered outside South Africa are not eligible for returns.
6. RETURNING INCORRECT PRODUCTS
As specified in our T&Cs, Marshall Music will make all reasonable efforts to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on the site.
However, should Marshall Music deliver the incorrect product(s) to you by mistake please do not remove the product from its original packaging, do not remove the labels or use the products at all. Please contact Marshall Music at email@example.com (subject line: your order number – Incorrect Item) as soon as possible to notify Marshall Music thereof. Marshall Music will resolve the error by arranging to collect the incorrect product(s) from you and to deliver the correct product(s) to you as quickly as possible. Please do not try and remedy the situation by placing another order for the same product you were trying to purchase.
7. RETURNING DEFECTIVE PRODUCTS
Within 6 months of delivery of a product to you, you find that the product is faulty, not commercially acceptable, unsuitable for the purpose generally intended (or otherwise expressly indicated by Marshall Music at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) (“defective”);
7.1 Please contact the Marshall Music on firstname.lastname@example.org (subject line: your order number – defective item) to notify Marshall Music thereof. Marshall Music will request pictures of the defective product and will arrange to collect such product from you so that it can be inspected by the Marshall Music Quality Assurance team. If the product is subsequently found to indeed be defective, you are entitled to either –
(a) be fully refunded, or
(b) have the product repaired or replaced at Marshall Music’s expense (the decision between repairing or replacing being that of Marshall Music’s depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale/ On Special products will usually only be able to be repaired).
If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having had such product returned to Marshall Music, and then redelivered to you.
7.2 A product is NOT defective and you will NOT be entitled to any repair, replacement or refund under the general warranty above if:
(a) The faults/damage are a result normal wear and tear;
(b) damage is incurred from incorrect usage of the product;
(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with generally accepted commercial practices.
Certain products may come with a supplier’s guarantee. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.
Unless defective, the following product types may not under any circumstances be returned to Marshall Music:
8.1 Non-defective products that have been “made to order”. (You will be notified in the relevant Online Sale if the products are “made to order”.)
8.2 Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by Marshall Music.
8.3 No exchanges or returns on sale items; special-order items are not returnable,
8.4 Similarly, software and other licensed items may only be returned if the product packaging has not been opened or tampered with in any way. Digital software licenses cannot be refunded once registered/ license key applied.
9. RETURN PROCEDURE TO BE FOLLOWED
As outlined in Section 7 of this Delivery and Returns policy (Exclusions), please do not return any excluded items to Marshall Music.
In the event of Marshall Music having sent you an incorrect product, please follow the procedure as outlined in Section 5 of this Delivery and Returns Policy (Returning incorrect product(s)).
Should you wish to return an item that is defective or faulty, please follow the procedure as outlined in Section 6 of this Delivery and Returns Policy (Returning defective product(s)).
10. PROCESSING OF CREDITS AND REFUNDS
Should you be entitled to a refund for any reason, such refund shall be either effected on the credit card used to purchase the product, or deposited into the bank account used in the Electronic Funds Transfer, within 10 business days of the returned item having been cleared by Marshall Music quality checking.
Where your Marshall Music account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Take note, however, that you cannot request that the credit on your profile be refunded in the form of cash once you have opted for the credit option.
If you bought a sale item and want to return the item, the reduced price will be paid back to you and not the full price.
If you want to return an item that you paid the full amount for but is now on sale, we will pay the full amount as credit on your profile, and not in the form of cash in your account. If you want a payback, the amount of the reduced price will be paid back
If you redeemed a coupon against your purchase, and wish to return the product from that purchase, the rand value paid for the product being returned will either be refunded or credited to your account as per your request. The value of the coupon that was redeemed will not be refunded to you or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied.
11. FRAUD PREVENTION
Marshall Music reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. Marshall Music will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid said funds.