Return, Exchange and Refund Policy

How about damaged product while arriving from online order?

If there is damage from shipping or your product arrives flawed upon your collection, it's all on us. We will replace a new same model to you. The first step you need to do is contact and send photo to our Sales Assistant immediately once you received.  


If the goods arrived with at last unit and unfortunately gets damaged, and you can't replace it with the same model?

Then we can proceed refund to you or we can let your payment switch onto the other purchase to exchange.


Take Note: 

1) The damage item must be returned to us in original included the broken parts. You will have to borne the returning shipping costs (if any).

2) 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.


What if I receive a products not as described?

(Materially different from described in the item listing, picture or not the same model)

If you believe you've received the product is not as described with your order, please contact our Sales Assistant immediately after you received. Then you can ask for a refund, or a replacement of the product.

To make a return, please contact our Sales Assistant within 3 days to submit your request.


Take Note: A receipt is also required as proof of purchase (a copy of the official receipt) for the product being returned, and a member of our Sales Assistant will contact you thereafter to provide assistance and further instructions. All products are subjected to a 7 days return, exchange and refund policy. To be eligible for a return / exchange / refund the item must be in the original packaging, unused and in the same condition when received.



Manufacture product minor defects

It is necessary to understand that manufacture product defects are present in any production in more or less quantity, so it is almost impossible to achieve complete absence of defects in the order. Such as minor ding or scratches. The most important which not affect the major functionality of the product.  If the product you are purchasing shows symptoms of a hardware failure. Please contact our sales assistant within 7 days after received.



Music Outlet 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.


We may, in our sole and absolute discretion, charge a restocking fee of 10% of the purchase price of the product returned. Once the return application is received and the product is inspected, will notify you via email whether the product is approved or rejected for a return and refund. If approved, the refund will processed and the money will be automatically transferred to your bank account or credit card.


All products must be returned to us in original and brand-new condition, showing no signs of wear or use including, 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.


If the product is not in its original condition, damaged, scratch, dented or has missing parts that are external to; it will not be accepted for a return and exchange. 


This Return and Exchange Policy does not apply to items with marked down prices, as they will be sold as is.


These products are exempted from being

  • non-refundable and non-exchangeable:
  1. Products not purchased from a Music Outlet retail showroom or online store
  2. Straps
  3. Strings
  4. Drumsticks
  5. Drum Skins
  6. Drum Accessories
  7. Guitar Accessories
  8. Gig Bag / Cases
  9. Instrument Mouthpieces
  10. Sales Items
  11. Display Stock Sales Item
  12. Special Order / Custom Order
  13. Software
  14. Pre-Owned Product / Discontinued Product
  15. B-Stock Product
  16. Maintenance Goods


  • non-refundable product (switch to warranty period claim) :
  1. Oversized or overweight products (including but not limited to digital/acoustic pianos, keyboards, amplifiers and digital/acoustic drumsets)
  2. Effect Pedal
  3. Microphone / Condenser Mic
  4. Headphone / Earphone


Take Note:  Please contact us, if you are unsure about whether your product can be returned / refunded / exchange or not.


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. WILL NOT BE RESPONSIBLE for the shipping costs of returning a product. Shipping costs are non-refundable. If you are receiving a refund for the purchased item, the cost of return shipping will be deducted from your refund.

The time taken for your exchange product to reach you is dependent on your destination.


If you are shipping an item over RM100.00, we advise you to select a traceable shipping service as well as shipping insurance. We do not make any guarantees we will receive the product for return, refund and exchange.



Please return your purchase to the following address:

Music Outlet Enterprise
F18, 1st Floor, No.9,
Emporium, Jalan Tun Jugah,

93350 Kuching, Sarawak.


If your refund was not received within 14 days; please first check your bank account. Contact your credit card company, as it may take some time before your refund is processed and posted. Contact your bank, if there is a delay in the processing of your refund. If you have completed all these and still have received your refund, please contact us at [email protected] if you have any questions or doubts.


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.



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.