Please inspect your order upon reception and unboxing video will be needed as evidence. Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will only accept report on damages or issues within 7 days of receiving the item.
If your ordered product(s) arrive damaged, provide video of you testing CD, Cassette, and vinyl to either: 1. In two different players, 2. two different CDs, cassette, or vinyl to your own player. However, if you cannot do either two options, then the last option is to send the damaged product to UMG office to be investigated at your own cost. When UMG obtains possession of said product and verify the damage, UMG will provide you with replacement product(s) or refund depending on the stock availability.
If your ordered product(s) arrive damaged, unboxing video evidence will need to be attached to your email to UMG. Once UMG receives the video and other supporting evidence, you will need to return the product via UMG delivery partner. Once the damaged product(s) is shipped back to UMG warehouse, and UMG obtains possession of said product(s) and verify the damage, UMG will provide you with replacement product(s) or refund depending on the stock availability.
If your ordered product(s) arrive and the product(s) is/are not what you ordered; once you contact UMG notifying UMG that you received incorrect product(s), you will need to return the product via UMG delivery partner to UMG Warehouse. You need to include your order number detail, the photo of the product you received and the name of the product you should have received. Once the incorrect product is shipped back to UMG, and UMG obtains possession of said product(s), UMG will provide you with a replacement product. UMG will not be responsible, for any product that has been worn, unsealed, or washed.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we also cannot accept returns on sale items or gift cards.
Please note that we are unable to change sizes or swap items. In such cases, we recommend informing us to cancel the order, after which you may need to place a new order for the correct product. The cancelled order will be refunded to your bank account.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at eCommerceSG@umusic.com.
