OUR SHOP POLICIES

GENERAL

We can proudly say that we have never received a Customer request for the return of any item/instrument purchased from us; having a 100% Customer satisfaction record.

Having said that, please read and understand our policies regarding transactions, below:

BUSINESS HOURS

We strive to respond to all email, app-message and telephone inquiries we are open Monday−Saturday, 07:00−23:00 (GMT +07:00) | Closed Sunday & Major Holidays

By appointment, all our instruments and gear can be seen in person at our shop Monday−Saturday, 10:00−19:00 (WIB). Kindly note that we’re a small shop and not equipped to entertain large “entourages” and so we respectfully request visitors limit their numbers to just a couple of persons. Thank you for your kind understanding.

SALES

Items sold are 'as-described' and 'as-illustrated' in photographs. Please contact us for any additional information you may require, or for more detailed photographs before purchasing if you have any uncertainties.

If in doubt; please ask. We are always glad to assist you and provide any clarification that you may require. By request; we can also provide video and/or photographic documentation of your order during pre-shipment final inspection and boxing. Then, if you are satisfied we will ship your order.

All listed and/or negotiated final prices are already inclusive of local VAT (tax) liability.

International Buyers – Please Note: Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's Customs office to determine what these additional costs will be prior to bidding or buying.

Items traded internationally – Felicity’s Guitars shall be responsible for import duties, taxes, and Customs clearance related charges on our receiving end and reciprocally, Customer shall be responsible for import duties, taxes, and Customs clearance related charges on Customer’s respective end, unless otherwise negotiated and agreed to prior to executing the trade

PAYMENT

Payment can be made by Wire Transfer or by PayPal in either US Dollar, Singapore Dollar or Indonesian Rupiah currencies.

Deposit / holding policies

A 10% non-refundable deposit will hold any guitar for sixty (60) days from the time of receipt of the customer’s deposit.

When an instrument is placed on hold for a customer, it is guaranteed to be reserved for the depositor (customer) exclusively and withdrawn from our sales inventory by cataloging the instrument as being “on hold”. The instrument will remain displayed on our website for viewing purposes only.

No subsequent offer made by any other customer − regardless of the amount − will break a hold guarantee once it has been reserved by deposit.

In return, we trust in good faith that a hold request is a sincere commitment to finalize the purchase within sixty (60) days. Instruments held by deposit, once paid for in full and shipped, are considered final and ineligible for return and/or refund. No exceptions.

returns

For International orders; all sales are considered final. This is due to local Customs' re-importation duties/taxes/fees and bureaucratic red-tape that we will unavoidably incur on our end. Sorry. Again, please correspond with us prior to purchasing if you have any questions or uncertainties.

For local orders; if upon receipt if you are dissatisfied with your purchase, you must notify us within 24 hours. Items cannot be returned unless it arrives in a condition other than how it was described or photographed. We strongly encourage the Customer to make a video recording of the actual unboxing process and item inspection, as we do, prior to shipping.

Customer is responsible for all shipping, insurance and bank charges incurred. Any guitar returned not in the same condition as sent or for a frivolous reason is subject to 10% or more restocking fee at our sole discretion. All returns must be fully insured. Returned items must be shipped-back by Customer within two (2) days after receiving, and in the original 'as-received' packaging materials. The Customer shall be responsible for any-and-all return shipping fees.

After we receive, inspect and confirm item is in the original condition that we shipped out; we will refund the original sales price -minus a $50 restocking fee- within two (2) days, with documentation of the refund transaction details.

There will be no 24 hour approval period for items held in our shop for longer than fourteen (14) days from the date of purchase.

Items purchased that were on hold by deposit cannot be returned. No exceptions.

AMPLIFIER SALES

All Amplifier sales are considered final, with no exceptions.

We routinely ship all amplifiers in a custom constructed lightweight pinewood crate to add an extra layer of protection to the original factory packaging (box). This may marginally increase the shipping cost based on the overall dimensions and/or weight.

As all Amplifier sales are considered final, the customer is welcome to opt-out and specify shipment without the wood crate, but we highly recommend this added layer of protection be used − which we are ‘happy’ to provide free of charge including all materials and labor.

Shipping

International shipping

We usually ship internationally by FedEx or UPS. Upon customer request, we will try to accommodate special shipping requests. Customer pays all shipping, insurance and any bank charges, including any returned merchandise. If your transaction involves a trade, and you reject the instrument we send you, we reserve the choice to either return your trade instrument or refund the cash value allowed for it in the trade deal. All insurance claims regarding loss or damage during shipping are the responsibility of the customer.

Local shipping

We will provide estimates for shipping by Herona, Tiki, Grab or J&T. Customer can specify their preferred carrier. Customer pays all shipping and insurance including for any returned merchandise. If your transaction involves a trade, and you reject the instrument we send you, we reserve the choice to either return your trade instrument or refund the cash value allowed for it in the trade deal. All insurance claims regarding loss or damage during shipping are the responsibility of the customer.

MISCELLANEOUS POLICIES

All merchandise is subject to the possibility of prior sale. Items added to cart are not considered ‘held’ and may be sold.

Prices are subject to change. We strive to keep prices updated as practically as possible.

PPrices are listed in USD (United States Dollars). If items are purchased in a currency other than USD, the foreign currency (sales) price will be based on our banks’ applicable foreign currency exchange rate at the time of sale, and can be viewed by customer on-line via link −upon request.

We retain USD, SGD and IDR currency accounts so that no additional currency conversion fees will be incurred by either party.

We are not responsible for typographical and/or written errors.

All claims processing regarding loss or damage are the responsibility of the purchaser, unless otherwise agreed as condition of sale.

WE APPRECIATE YOUR BUSINESS!!!