Returns Policy

The details within this page relate to purchases made online on gramophone.com.sg only, and are not applicable to purchases made at any of our Gramophone Singapore retail stores.

1. Order Acceptance Policy
   Gramophone reserves the right, without prior notification, to limit the order quantity on any item and/or refuse service to any customer. Verification of information may be required prior to the acceptance of any order.
2. Order Cancellation Policy
   You cannot cancel an order (or part of an order) after payment has been processed.  However, you may cancel an order if you have a strong, valid reason. Please note the following cancellation charges:
   • A cancellation charge of 20% of the order will be imposed for all cancellations made within 48 hours upon ordering.
   • A cancellation charge of 50% of the order will be imposed for all cancellations made after 48 hours upon ordering.
   • To cancel an order, please email us at enquiry@gramophone.com.sg
3. Return Policy
   All products, once sold are non-returnable. However, exceptions will be made for products with obvious manufacturer’s defects provided they are reported to enquiry@gramophone.com.sg within 3 days of delivery. All faulty products must be returned to us in their original packaging and must be accompanied by the sales invoice with the date of purchase and serial number clearly printed on it for verification. Please also give a brief description of the defect.
   • Overseas Return Policy
     Customer has to return the said faulty product(s) and bear the return freight charges. Upon receipt of the faulty product(s), Gramophone will send the replacement product(s) via mail. Normal delivery time applies.
4. Exchange Policy
   Once a product has been sold, it cannot be exchanged unless:
   • Product received is different from what is stated on the invoice; i.e. wrong goods are delivered.
   • Product is found to be faulty.
     If the product(s) received is wrong or faulty, there will be a one-to-one exchange for the same product. To exchange a product, please contact us within 3 days upon receiving the goods. Please contact us within 3 working days upon receiving the goods should there be any missing item(s) from your order. Our representative will arrange to deliver the missing item(s).
   • Local Exchange Policy
     Exchange of product(s) will be done at Gramophone retail outlets.
   • Overseas Exchange Policy
     Customer have to scan or snap a picture of the said product(s) and email to Gramophone for verification. Gramophone will send the replacement product(s) via mail upon approval. Normal delivery time applies.
     All products to be exchanged have to be returned to us in their original packaging & must be accompanied with the sales invoice with the date of purchase and serial number clearly printed on it for verification. Gramophone will mail out the replacement upon receipt of the product to be exchanged.
5. Pricing Policy
   Gramophone reserves the right to make adjustment to any published price of any product due to input error, product discontinuation, and stock clearance, under the instruction of manufacturers and distributors, and errors in advertising.
6. Delivery and Receiving of Orders (for Hand Delivery)
   When an order is delivered but there is no one to receive the goods, our courier would leave a white card informing customer to arrange for a 2nd delivery attempt. If 2nd delivery attempt is unsuccessful, the item shall be delivered back to Gramophone. A delivery charge of $20 will be imposed to customer for the next delivery upon request.
   
   Upon delivering the order, the person who receives the goods will be required to sign on the invoice and indicate his/her name and NRIC/Passport number. If the person who receives the goods is not the registered customer, a letter authorizing the recipient to receive the goods, signed by the customer, should be produced.