The following methods of payment are accepted via the LAVA MUSIC official online store

Paypal

OceanPayment

1. Only one bank card may be used per order. We do not provide or allow different forms of payment to be used for one individual transaction. https://www.oceanpayment.com/?lang=en

2. If any error occrus with your payment, we will not ship the product(s) ordered and the order will be held as “pending” until any payment dispute is settled. https://www.oceanpayment.com/?lang=en

3. We authorise Stripe to provide credit card and debit card payment services after you click the confirm button in the check out page of the LAVA MUSIC website. Your credit or debit card information will be required to complete your purchase but we do not save any payment information. Stripe is a legal financial services company. More details you could see https://www.oceanpayment.com/?lang=en

A failed payment may occur for one of the following reasons -

1. The card number is added incorrectly. Should this occur, you may try to enter your card number again in order to double check this is correct.

2. An expired credit card. If your credit card has not expired, please check the expiry date was entered correctly.

3. An Input error in the Card Verification Code (CVC). This is the security code (last 3 or 3 digits) on the back of your bank card, which would need to be added correctly for your payment to be validated.

4. The billing address you entered does not match with the one recorded with your bank. Please ensure that your billing address matches that which is held by your bank or building society.

5. Your credit limit has been reached. Please contact your bank/card provider for more information.

6. If after all the above points have been checked your payment is still not authorised, please contact your bank or building society for more information.

1. LAVA MUSIC will only charge the sub totalled price of your order and any freight cost necessary (unless stated otherwise) at the point of check out. Your issuing bank or building society may charge a currency conversion fee, where the currency on the checkout page differs from the usual currency shown to be accepted by any of your bank accounts or debit cards.

2. If there is a problem with currency conversions, please contact your issuing bank for further information.

After placing an order on the LAVA MUSIC website, you may notice an unfamiliar charge on the card statement for the payment method you have chosen.

When placing an order, LAVA MUSIC will contact the cardholders issuing bank, to request an authorization code to validate the payment method. Your bank will subsequently reserve the funds until the transaction proceeds or the authorization expires, but this is not deemed as an actual “charge”.

This is called an “authorization hold” which is removed by your payment provider after a short time, which varies from bank to bank.

Once this hold is removed, please note - this does not mean that the order has been cancelled.

1. If the order moves on to be shipped after the authorisation hold is dropped, you may not see a pending authorisation hold on the payment method.

2. If using a debit card, authorisation holds may appear as charges on your online statement. These charges are automatically reversed by your bank

3. When the order is about to be shipped, LAVA MUSIC will attempt to charge the payment method associated with the order.

4. If there are no subsequent issues, the payment method is charged and the order will be shipped.

5. If payment cannot be completed when the order is about to ship due to lack of funds, changes in billing information, or any other reason, LAVA MUSIC will send confirmation of this via email, allowing 7 days to update the payment method/details. Once this is completed, the order will move forward to shipping. information.

If your payment method/details are not updated within 7 days, your order will be cancelled by LAVA MUSIC.

If you have questions about the way your card handles authorisation requests, or you find that you have been charged more than once, please contact your bank.

There are terms related transactions at LAVA MUSIC website (www.lavamusic.com). The main thing to make sure is that by making a purchase at LAVA MUSIC website, you agree to the policy set forth below along with LAVA MUSIC Privacy Policy and Terms of Use.

LAVA MUSIC reserves rights to change prices for products displayed at LAVA MUSIC website, and to correct pricing errors.

LAVA MUSIC reduce its price on any branded product at the LAVA MUSIC website within 14 calendar days from the date you receive your product, you can contact us with email service@lavamusic.com to request a gift card or credit of the difference between the price you were charged and the current selling price. To receive the gift card or credit you must contact us within 14 calendar days of the price change. We do not provide this service beyond 14 calendar days of receiving a product. Please note that this excludes limited-time price reductions, such as those that occur during special sales events or festival, such as Black Friday, Cyber Monday, Thanksgiving Day or Christmas.The price just includes the product, does not include the change of postage.

Additionally, we may require that you have the product with you or otherwise show receipt and account information to us when you request price protection.

The LAVA MUSIC website only sells and ships products to end-user customers, and we reserve the rights to refuse or cancel your order if we suspect you are purchasing products for resale or effect our operation and business.

LAVA MUSIC has rights to refuse or cancel any order and limit order quantity when we receive from LAVA MUSIC website. When we receive your from LAVA MUSIC website we’ll send an email order confirmation to you. The order confirmation just means that we receive your order but we reserve the above rights to refuse or cancel your order for any reason. If LAVA MUSIC decides to cancel your order, LAVA MUSIC will refund the billed amount you paid.

Sometimes the popularity or supply constraints for our products may let LAVA MUSIC to limit the amount purchased or cancel orders. LAVA MUSIC reserves the rights to change or limit quantities available for purchase at any time, even cancel order after you payment. If we confirm that we cannot provide a product to you, LAVA MUSIC will cancel the order and refund your purchase total price in full.

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 receive the items within 14 days from the items leaving 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 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.

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.

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.

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 the changing address service for country. In addition, you 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.

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.

1 Log in to your LAVA MUSIC account and check your “Orders” to get the express/tracking number.

2 Alternatively, the shipment notification email sent out by LAVA MUSIC, will also contain the express number.

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 service@lavamusic.com.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.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

The standard terms and conditions associated with all transactions made via the LAVA MUSIC official website (www.lavamusic.com/en) 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 Privacy Policy and Terms of Use. (www.lavamusic.com) 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 Privacy Policy and Terms of Use.

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.

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.

1. Products that were not originally purchased at the LAVA MUSIC official website – 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.

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.

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.

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.

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.

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.

The standard warranty and repair terms and conditions associated with all transactions made via the LAVA MUSIC official website (www.lavamusic.com/en) 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 Privacy Policy and Terms of Use.

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 official website (www.lavamusic.com).

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 via the customer service email at - service@lavamusic.com to consult with LAVA MUSIC regarding the 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 website (www.lavamusic.com).

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.

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.

4. A description of damaged part(s).

5. A picture of damaged part(s)

1. Products that were not originally purchased at the LAVA MUSIC official website – 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.

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.

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.