Delivery Information & Returns

SHIPPING & RETURNS

Important Information

SOS MUSIC delivers anywhere in South Africa!

The delivery times are subject to stock availability.

Normal delivery times are as follows (working days ONLY):

Port Elizabeth and surrounding areas: 24 - 48 hours

Durban, Bloemfontein & surrounding areas: 48 - 72 hours

Cape Town, Johannesburg & surrounding areas: 48 - 72 hours

Delivery to Outlying areas: 4 - 5 days.

We do not deliver orders outside of South Africa. If you are from outside SA, you can place your order and organise a courier to collect from our Port Elizabeth store in the Eastern Cape, South Africa.

Cost of delivery for South Africa:

We offer a minimal shipping cost (between R100 -R250 for all orders under R5,000.00) for door-to-door-deliveries based on the least expensive shipping options available.

For all orders over R10,000.00, shipping is free.

Should you require a faster delivery time, the shipping cost might be more.

All cost is determined by the Volumetric that are set by the Courier Company and any discrepancies will be communicated prior to shipment.

Order confirmation

When you submit your order, you will receive an email confirming that we have received your order and it is being processed. Our Team at SOS will call or email you in terms of our customer matrix model so that you are given the best possible service.

Order status

You will receive regular order status updates throughout the entire shopping process.

Please make sure we have your correct contact details.

Should you not receive any correspondence regarding the status of your order within 24 hours - it might be that your contact details are incorrect and we urge you to contact us to update your details.

Item not in stock

We strive to have our products available for immediate shipment. On rare occasions, due to popularity and high demand some products that are listed on this website may be out of stock or on back order. We will take all necessary steps to advise you in a prompt manner if this situation occurs.

If you wish to cancel the order at this stage, you will be given the opportunity. Alternatively, we will do our best to provide you with a solution whether it being a replacement product or sometimes even better product at the same price.

Warranty:

All our products are sourced from an official South African Retailer.

You get the full manufacturer’s warranty (12 months). Minimum warranty is set according to our Retailer and will be negotiated as such.

Warranties protect against manufacturing flaws and faults in products and do not cover wear and tear on consumables, such as drum sticks, strings, drum skins, reeds, etc.

Maintenance is not covered by warranty. Any warranty repairs and / or replacements are carried out in the minimum of time.

Any warranty repairs are carried out by the manufacturer’s official representative in South Africa and by trained technicians.

After the warranty period, the manufacturers’ representative in South Africa will still provide a repair service by a trained technician subject to a fee.

Customers will be held liable for the sending and or collection (or all courier costs) of defective, broken or damaged goods after 7 business days from the delivering of goods (no matter if it is still under manufacturer warrantee or not).

Order cancellations:

Online orders without any payment will be cancelled within 7 days after the order has been placed.

Once and order has been placed and paid for, the order will be deemed accepted by the client.

Should there be any problems regarding the order you will be notified immediately.

Returns:

Requests on any returns needs to be completed and sent to info@sosmusic.co.za. This option is only available for completed orders.

Customers need to provide a detailed explanation of the return and have their receipt.

If the customer paid by credit card: The original credit card account from which the order was made will be credited either in full or with the arranged amount due to a possible outright cancellation. Please note that credit card refunds may take a day or two to reflect in your account. This will be arranged between the client and an SOS MUSIC representative.

If the customer paid by transfer or cash deposit: Please send us your correct bank account details including the account name, account number, bank and branch code for a speedy refund.

A customer may within 15 business days after delivery return the goods to SOS MUSIC for a full refund, where:

Goods were delivered as a result of a transaction entered into because of direct marketing (advertisement / promotions) and the customer has exercised his right to cancel the agreement without reason or penalty during the cooling-off period.

Goods which the customer did not have an opportunity to see or examine before delivery and where the customer has now rejected delivery.

In such a case goods are returned at the risk and expense of the customer. Valid reasons for rejection of delivery are:

the type and quality of the goods are not as reasonably contemplated in the agreement; or
the goods differ in a material respect or characteristic from the sample or product description (based on what an ordinary alert customer would be entitled to expect); or
the goods do not reasonably conform to the material specifications of a special order.
In such a case goods are returned at the risk and expense of SOS MUSIC.

Goods found to be unsuitable for a particular purpose communicated to SOS MUSIC when entering into the transaction, may also be returned at the risk and expense of SOS MUSIC within 10 business days of delivery. Again we ask that you make sure that you acquire the correct details and use of a product before placing your order.

A customer will lose his right of return for a full refund if the product was purchased without any communication with SOS MUSIC in order to ascertain whether the product is suitable for a particular purpose.

A customer will also lose his right of return for a full refund, other than for defective or unsafe products, if the goods concerned have been disassembled, altered, permanently installed, affixed or combined with other goods, installed and authorized, Scratched CD's or DVD's; or a public regulation for reasons of public health or other prohibits the return of such goods

A customer will lose his rights for a return for a full refund on any special orders or products manufactured or altered to client specifications.

SOS MUSIC will refund the customer the price paid for the goods, less a 15% re-stocking charge for any outright cancellation in terms of the following:

Returned in original condition and repackaged in their original packaging – a charge for use, consumption or depletion of the goods unless the consumption or depletion was reasonable and required for the customer to determine the acceptability of the goods.

In all other cases – a 15% re-stocking charge of the original amount for necessary restoration costs to render the goods fit for re-stocking may be charged, unless where the packaging was reasonably destroyed in order to allow for the customer to determine whether the goods conformed to the sample or brochure description in cases where the goods were not examined by the customer before delivery or were fit for the intended purpose communicated to SOS MUSIC.

SOS MUSIC reserves the right to decide on whether a refund or credit is given on any outright returns.
In such a case goods are returned at the risk and expense of customer.

SOS MUSIC serves the right to inspect any returned goods before any decision will be made on terms of the returns policy.

Customers should choose carefully and not frivolously enter into transactions in the false hope and expectation that they may return the item for a refund.

Delivery & Returns Policy

Return policy for SOS MUSIC Customers

Customer satisfaction is our top priority. All refunds will remain at the discretion of SOS MUSIC.

If you are not completely satisfied with your purchase, you can return the product to us and we will refund or credit you – the choice is yours.

Please take note that shipping/delivery cost can unfortunately not be refunded or credited as this is costs that cannot be reimbursed to us by the Courier company.

Item(s) must be returned within 7 days after receiving of goods Item(s) must be unworn, unwashed, or otherwise unused. Sale, clearance and seconds items are not eligible for a refund.

The purchase price (excluding delivery charges) will be refunded or credited to you once we have received the returned item back and confirmed that it meets conditions above, so make sure you post it back to us in good time.

You have 14 days from the time your order was delivered to send it back.

You are responsible for any costs associated with returning the item to us. PLEASE TAKE NOTE If SOS MUSIC is responsible for sending damaged items or items in the incorrect size ordered by the client, pick up and return delivery costs are covered by SOS MUSIC as per our return policy.

Please return your items, with the labels attached, in the original packaging in which your order was delivered. Alternatively, place the items inside a clean plastic bag and seal securely. Where there is more than one parcel, ensure that they are tied together.

**Please note, you risk delaying the refund process if the steps outlined above are not carefully followed. In addition, you will NOT be entitled to any refund if returned product(s) are not sent back to SOS MUSIC in the exact packaging it was received in, with labels attached, in resalable conditions.

SOS MUSIC also reserves the right not to refund a returned product if the product is returned without its original protective packaging and not safely packed.

SOS MUSIC will not process a refund on defective or incorrect products should you not have followed the procedures as set out in this Returns Policy.

All items need to be sent to the following address:

18 Frank Street, Newton Park, Port Elizabeth, 6055, South Africa

Any Enquires you can contact our Information Desk:

Email: info@sosmusic.co.za

Cell: +27 82 312 4934