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Terms & Conditions

The standard terms and conditions associated with all transactions made via the LAVA MUSIC UK official website (www.lavaofficial.co.uk) are laid out below. By making a purchase at the LAVA MUSIC website, you agree to the policy set forth below along with the official LAVA MUSIC Return Policy and Warranty and Repair Policy. Shipping Times: Shipment times for each product may vary. Under normal circumstances and product availability, all items are dispatched from our warehouse within 5 working days from payment being successfully made. Customers will usually receive the items within 14 days from the items leaving the warehouse under normal circumstances. It is possible on occasion, for deliveries to be delayed by uncontrollable external elements such as epidemics/pandemics, disease and other naturally occurring inclement weather such as a tsunami or earthquake. We will endeavour to inform customers of any potential delay under these circumstances. LAVA MUSIC does not guarantee these shipping times, all timelines are given as a guide and are subject to change on occasion. Shipping Services: Orders will be shipped by recognised couriers, for example – DHL, EMS, FedEx or UPS. Due to air transportation restrictions, it is recommended that customers do not purchase any more than two products containing batteries per order. Shipping Fee: Free shipping is available to some regions. LAVA MUSIC reserves the right to change the free shipping offering at any time without notification. Areas where shipping fees apply will be highlighted at the point of checkout. *Please also note: Customs fees may also become payable by the customer to specific regions. If you are unsure if your area will be affected, please contact our customer service email. If your order does not qualify for free shipping, the shipping fee will be shown on the checkout page and will be paid within the total purchase price. Customs / import fees where applicable, will be charged to the customer by customs / couriers in the destination country. Customers will be notified of these charges by the courier, which can reach up to 35% of the total price paid for the order. LAVA MUSIC will not be liable for these customs fees where applicable. Shipping Notice: If customers have special shipping requirements, please contact us before purchasing as all purchases made are final and cannot be amended once placed. Please confirm your address information on the checkout page before clicking the CONFIRM PURCHASE button. If the wrong address is entered on the order details, please contact us immediately via the service email address, we will subsequently contact the designated carrier to amend the details where possible. If customers request to change the address after the order has been shipped, LAVA MUSIC cannot guarantee the address information can be updated and customers may bear the extra shipping cost for changing address. Products will be shipped to the country where the order is placed. We do not provide a changing address service for any country. In addition, customers need to take responsibility for all possible risks and expenses caused by changing the address after the order has been shipped. You must make sure that the name, address and contact information are correct so that we can deliver your items successfully. If there are something wrong with delivery information, you will be responsible for all possible risks and costs after the order has been shipped. The following illustrates the circumstances where LAVA MUSIC will not take responsibility for delayed or rejected orders: 1. Delay or delivery failure because of the consignee’s actions. These actions include, but are not limited to: changing the address after shipment, entering an unknown address or wrong address, entering incorrect contact information, refusal to receive, customer being unavailable at the time of delivery etc. 2. Delay or delivery failure due to force majeure. “Force majeure” means an unforeseen or insurmountable obstacle that cause delayed or failed shipping, including, but not limited to: national or regional air or ground transportation system controls or interruptions (e.g., weather reasons), communication system interference or malfunction, government actions, postal administration policy changes, wars, earthquakes, typhoons, floods, fires, heavy rain, heavy fog, and other similar events. 3. Aviation contraband, electronic products, fragile products, and other products that are not available for air freight service due to aviation security regulations. 4. Shipments that are confiscated or disposed of due to a violation of transportation regulations. 5. Mail and packages cannot be delivered to the consignee’s address during weekends, national holidays, and festivals. 6. The consignee address is a school, unit, or residential community where the courier has no access Shipment Notification: After an order is processed and shipped, customers will receive a notification email. The designated express company’s official website may then be checked to track your items latest shipment status and sign up for any available tracking updates. Tracking Your Order: 1. Log in to your LAVA MUSIC account where applicable or check your tracking information via the link provided to you to get the express/tracking number and all associated information on delivery. 2. Alternatively, the shipment notification email sent out by LAVA MUSIC, will also contain the express number. Inspection and Sign: Because LAVA MUSIC products are generally quite valuable, please note you must inspect the package upon delivery. If it appears to be damaged or deformed, please do not sign for the delivery. In such cases, please contact us via info@lavaofficial.co.uk. If the customer or designated receiver of the consignment signs for the items without inspection, the customer will be responsible for all possible damage or deformed risks. LAVA MUSIC does not provide a return service under these circumstances. Please refer to the Return Policy for more information. Once the customer (or someone else on their behalf) signs for the item, LAVA MUSIC considers this acceptance of the package, quantity and product. To protect your rights, LAVA MUSIC recommended filming a complete unboxing video and checking the items according to the packing list. If any items are missing or damaged, please contact LAVA MUSIC within 24 hours of receiving the package, in order to resolve this situation immediately. If customers cannot provide a video illustrating the above, LAVA MUSIC will not be in a position to deal with any damaged goods or problem created in the course of the delivery being made. Please contact our email info@lavaofficial.co.uk if there is any problem with shipping and delivery.

Return Policy

The standard returns policy conditions associated with all transactions made via the LAVA MUSIC UK official website (www.lavaofficial.co.uk) are laid out below. By making a purchase at the LAVA MUSIC UK website, you agree to the policy set forth below along with the official LAVA MUSIC Warranty and Repair Policy and Terms and Conditions. Standard Return Policy: Any product which is still in its original condition, or any product arriving with the customer which is deemed to have a manufacturing defect on consultation with LAVA MUSIC, may be returned with its included accessories, in its original packaging and condition within 14 calendar days of the date the product is received. Once returned to LAVA MUSIC a full refund may be issued via the original payment method. The customer agrees that they will incur the cost of the return under these circumstances if a suitable resolution is refused or cannot be reached. LAVA MUSIC reserve the right to offer a resolution, before agreeing to a return and refund request being approved. If you change your mind: Any purchase made via the LAVA MUSIC UK official website (www.lavaofficial.co.uk) is final and may not be cancelled after the initial order has been placed. All orders made will be processed on the same day if placed before 4pm GMT (China Standard Time – GMT + 8 hours) or on the following day from 4pm onward. This applies Mon – Thursday as orders placed on a Friday after 4pm will not be processed until the following Monday. Any refund to be issued will be subject to approval by LAVA MUSIC and only made on confirmation that the item has been received by the customer and is subsequently returned to the point of origin within 14 days of it’s arrival date at the customer’s residence or designated drop off point. The customer agrees to bear the responsibility for all associated costs of the return, in all territories. Please note the following conditions where the LAVA MUSIC returns policy does not apply: 1. Products that were not originally purchased at the LAVA MUSIC UK official website – www.lavaofficial.co.uk 2. Any return / refund that is requested beyond 14 calendar days of receiving a product. 3. The following products are not eligible for return under any circumstances: Any and all products deemed as an accessory as advertised on the LAVA MUSIC UK website including the Ideal Bag, Ideal Bag PRO, Ideal Pick, Crystal Bag, Ideal Strap, Ideal Strap PRO, Ideal Strap. 4. Any faulty or damaged product, where the fault appears to have been caused by unauthorized use or operation, including attempting to repair any built in electronic device or guitar by yourself without permission, exposure to moisture and temperatures over what are described as reasonable limits of tolerance by LAVA MUSIC, entry of foreign bodies (water, oil, sand, etc.), or incorrect operation of any component which goes against the instructions given by LAVA MUSIC. 5. Where damage of the product is caused by uncontrollable / predictable external factors including floods, high winds or lightning strikes plus anything which can be deemed an unnatural occurrence or abnormality. 6. Where damage is caused during the course of everyday use of the product, including scratching, dropping, and bumping which may be deemed as accidental damage. 7. Where a legal proof of purchase, receipt or invoice is not provided or once produced is believed to have been forged or tampered with. 8. Where any product labels, serial numbers, etc show signs of tampering or alteration. 9. When a product sent to LAVA MUSIC to take up the Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, with any sign of use including but not limited to visible cracks, dents or scratches 10. A product is not returned to LAVA MUSIC within seven 7 calendar days from the Return & Refund Service information being sent from LAVA MUSIC Customer’s rights and responsibilities: The liability for the delivery of your order will fall outside of our control at such time as the product(s) leave our warehouse. LAVA MUSIC will not be held responsible for the delivery of said product(s). The risk of loss or damage to related product(s) will shift to the customer or a consignee assigned by the customer when receiving a product(s). The ownership of the product(s) will also shift to the customer or a consignee assigned by the customer when the product(s) is taken away by the carrier from our warehouse. You will receive a Shipment Notification Email from LAVA MUSIC which confirms that the product(s) have been shipped. The customer has the responsibility to confirm they are available to receive the product(s), that the product(s) are in acceptable condition on arrival and to establish whether it has been damaged in transit, before you decide to receive the product(s) from the designated carrier. If you accept and receive the product(s) it will be reasonable to assume that you confirm the product(s) is intact without being negatively impacted by the delivery of said item(s). It is within your rights as the customer to refuse to accept / receive any product(s) you find to have been damaged in transit. LAVA MUSIC will send you a replacement of your order when LAVA MUSIC warehouse staff confirm receipt of the product(s) returned due to your rejection and confirm the product(s) has been damaged in transit and therefore become eligible for replacement. LAVA MUSIC does not accept refund requests for the above reason. Refund amount: The refund amount offered by LAVA MUSIC, depends on the delivery status of the products at the time of request and the aforementioned criteria of our standard refund and returns policy being met. If the order has arrived with the customer at the destination address / designated drop off point or signed for by a neighbour, we will refund the total amount paid at the point of check out from our official website, once the item is subsequently returned at the expense of the customer and within 14 days of the return being requested. If LAVA MUSIC are asked / required to cover any shipping costs in respect of the return, we reserve the right to only refund the subtotal amount of the products in check out page minus the cost of shipping unless the product is deemed to have a manufacturing fault. Our process for goods of this nature is highlighted above Return Shipping: Customers will be liable for any return shipping costs to the designated warehouse or service centre including cross-border and international shipping costs, if applicable. Refund Method and Processing time: Any refund deemed appropriate by LAVA MUSIC and confirmed as such in writing to the customer, will be made via the original payment method. Once agreed, a Refund Notification email will be sent to you confirming both the total amount of the refund and the method of payment used. The refund process will be completed in approximately 3-14 business days, depending on the specific processes of the bank or credit card issuer or Third-party payment platform. Please contact our customer support email via - info@lavaofficial.co.uk for any queries in relation to the above.

Warranty & Repair Policy

The standard warranty and repair terms and conditions associated with all transactions made via the LAVA MUSIC UK official website (www.lavaofficial.co.uk) are laid out below. By making a purchase at the LAVA MUSIC website, you agree to the policy set forth below along with the official LAVA MUSIC Return Policy and Terms and Conditions. Warranty Service: Customers may apply to utilise the LAVA MUSIC repair service, if on consultation with LAVA MUSIC, it is agreed that there is a performance issue or failure occurring within the effective warranty period applied to all eligible products purchased via the LAVA MUSIC UK official website (www.lavaofficial.co.uk) 1. The warranty period is one year from the date of purchase for any guitar or ukulele, excluding accessories. 2. Within the effective warranty period, LAVA MUSIC will provide a free repair service to you where appropriate. 3. LAVA MUSIC reserves the right to pass on the costs of certain repairs / types of repair or component required to the customer, should the fault be deemed to have been caused by the customer and not be the result of component failure. 4. The price of the parts to be exchanged will be communicated by LAVA MUSIC customer support personnel. 5. Customers will bear all costs for the repair service beyond the initial warranty period. Customers can contact LAVA MUSIC UK via the customer service email at - info@lavaofficial.co.uk to consult with LAVA MUSIC UK regarding the repair service. Repair Service: During the warranty period, customers may request for a repair of any failed components which result in a performance failure of the guitar or ukulele. Beyond the warranty period, customers will be asked to pay a repair fee for any items requiring this service purchased via the LAVA MUSIC UK website (www.lavaofficial.co.uk) 1. If a customer did not purchase via the LAVA MUSIC official website, they may request a repair via our dealers. 2. The dealers will charge you a reasonable fee for the repair, comparable with local market prices. 3. Customers can apply directly to LAVA MUSIC for the repair service, however LAVA MUSIC will not hold the responsibility of the one year warranty where items were not purchased via the LAVA MUSIC official website. 4. It is the responsibility of the customer to cover all shipping costs and subsequent fees associated with any repair requested.  5. The one year warranty is not transferable, LAVA MUSIC will only provide the repair service free of charge to the original owner of the product. The following information must be prepared before applying for the LAVA MUSIC Repair Service by email: 1. Please email via the address below, using the subject line: Repair application. 2. Please provide your original LAVA MUSIC purchase receipt and order number (Screen shot is acceptable). 3. Your LAVA ID from the LAVA MUSIC website (.com website only) 4. A description of damaged part(s). 5. A picture of damaged part(s) Please note the following conditions where the LAVA MUSIC returns policy does not apply: 1. Products that were not originally purchased at the LAVA MUSIC UK official website – www.lavaofficial.co.uk or www.lavamusic.com 2. Any return / refund that is requested beyond 14 calendar days of receiving a product. 3. The following products are not eligible for return under any circumstances: Any and all products deemed as an accessory as advertised on the LAVA MUSIC website including the Ideal Bag, Ideal Bag PRO, Ideal Pick, Crystal Bag, Ideal Strap, Ideal Strap PRO, Ideal Strap(s) - All versions. 4. Any faulty or damaged product, where the fault appears to have been caused by unauthorized use or operation, including attempting to repair any built in electronic device or guitar by yourself without permission, exposure to moisture and temperatures over what are described as reasonable limits of tolerance by LAVA MUSIC, entry of foreign bodies (water, oil, sand, etc.), or incorrect operation of any component which goes against the instructions given by LAVA MUSIC. 5. Where damage of the product is caused by uncontrollable / unpredictable external factors including floods, high winds or lightning strikes plus anything which can be deemed an unnatural occurrence or abnormality. 6. Where damage is caused during the course of everyday use of the product, including scratching, dropping, and bumping which may be deemed as accidental damage. 7. Where a legal proof of purchase, receipt or invoice is not provided or once produced is believed to have been forged or tampered with. 8. Where any product labels, serial numbers, etc show signs of tampering or alteration. Repair Service Shipping Costs: Customers will be liable for any return shipping costs to the designated warehouse or service centre including cross-border and international shipping costs, if applicable. Please contact our customer support email via - info@lavaofficial.co.uk for any queries in relation to the above.

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