Effective Date: 29 June 2025

This Return & Exchange Policy (“Policy”) constitutes a legally binding agreement between the customer (“Customer”) and Ugaav Music Private Limed (“Store”), having its principal place of business at 3/170, Rajiv Gandhi Salai, OMR, Thoraipakkam, Chennai, India. By purchasing any instruments, books, accessories or gift items (“Products”) from the Store—whether in-store or online—the Customer acknowledges and agrees to the terms below.

1. Scope & Definitions

• Products include all musical instruments, instructional books, accessories (e.g. strings, cables, tuners) and gift items (e.g. gift cards, novelty merchandise) sold by the Store.

• Purchase Date for in-store sales is the date on the printed invoice; for online orders, the delivery date as per courier records.

• Defect means a material flaw in workmanship or materials rendering the Product unfit for normal use.

2. Return & Exchange Eligibility

1. New, Unused & Unopened Products

   • Must be returned within:

   • Instruments: 5 calendar days of delivery/purchase
   • Books & Accessories: 15 calendar days of delivery/purchase

   • Original packaging, all accessories, security seals and tags must be intact.

   • Original invoice or order confirmation required.

2. Defective Products

   • Must be reported within 48 hours of receipt, with photographic or video evidence of the defect.

   • Upon verification, Customer may choose: replacement of identical item (subject to stock).

3. Gift Items & Consumables

   • Gift cards and perishable/consumable items (e.g. reeds, strings once unsealed) are non-returnable except if defective.

   • Defective gift items reported within 7 days of delivery are eligible for replacement only.

4. Custom, Special-Order or Personalized Products

   • All custom-made or personalized Products are strictly non-returnable and non-exchangeable.

3. Condition of Returned Products

• Products must be in “as-sold” condition: free from scratches, dents or signs of use.

• Store reserves the right to reject any return that fails inspection.

4. Refunds, Exchanges & Restocking Fees

1. Refunds

   • Processed within 14 days of Store’s receipt and acceptance of the returned Product.

   • Refund method: original payment instrument (credit to card, bank transfer, or cash in-store).

2. Exchanges

   • Subject to availability. If the requested replacement is unavailable, the Customer may opt for a refund.

3. Restocking Fee

   • A restocking charge of 10% of the Product’s sale price applies to any non-defective return not arising from Store error.

   • Defective returns are exempt from restocking fees.

5. Shipping & Handling

• Return shipping costs are borne by the Customer, except where the return arises from a defect or Store error.

• For defective Products, the Store will arrange and bear return shipping.

6. Fraud Prevention & Owner Protection

• The Store may require serial numbers, original packaging photography, or video verification before authorizing a return.

• If the Store reasonably suspects tampering, resale-fraud, or return of items not originally sold by it, refunds will be withheld and legal remedies pursued under:

  • The Indian Penal Code, 1860 (e.g. Section 420 for cheating)

  • The Consumer Protection Act, 2019

• Customers found to commit fraud will be liable for all costs, including legal fees and damages.

7. Limitation of Liability

• The Store’s total liability under this Policy shall not exceed the purchase price paid by the Customer.

• Under no circumstances will the Store be liable for indirect, incidental or consequential damages.

8. Governing Law, Dispute Resolution & Jurisdiction

• This Policy is governed by the laws of India, including the Consumer Protection Act, 2019, and the Arbitration and Conciliation Act, 1996.

• Any dispute arising hereunder shall first be referred to amicable mediation. Failing settlement within 30 days, either party may refer the dispute to arbitration before a sole arbitrator in [CITY], India. The arbitration award shall be final, binding and enforceable in any court of competent jurisdiction.

9. Amendments

• The Store reserves the right to amend this Policy at any time by posting the revised version on its premises and website. Changes become effective upon posting; purchases made thereafter are subject to the updated terms.

Contact Information
For returns, exchanges or questions regarding this Policy, please reach out:

• Phone: 75502 49646

• Email: ugaavmusic@gmail.com

• Return Address: 3/170, Rajiv Gandhi Salai, OMR, Thoraipakkam, Chennai, Tamil Nadu 600097, India

By completing a purchase, the Customer acknowledges having read, understood and agreed to this Return & Exchange Policy in full.