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.