GIGSTORE ELECTRONICS LLC. (GIGSTORE) is committed to delivering premium products and exceptional customer service. We acknowledge that there may be instances where a product requires a return, exchange, or servicing. Below is our comprehensive policy regarding returns, refunds, and warranties, applicable to both UAE and international customers.

Order Processing and Cancellations

GIGSTORE processes orders based on product availability. If an ordered product is no longer available:

• We will contact you via the details provided during purchase and offer.
• An alternative product of equivalent quality and price, if available.
• A full refund for the unavailable product.

Additionally:

• It is your responsibility to keep track of the status of your order
• GIGSTORE reserves the right to limit selected promotional orders to a maximum of 2 units per order
• For international orders, and transit customers are responsible for selecting shipping insurance at the time of purchase. Compensation claims for transit damage will only be processed if insurance was purchased and the necessary documentation is provided by the customer

If we are unable to reach you or receive no response, we will proceed with fulfilling the remainder of your order and issue a refund for the unavailable product. To cancel an order, please contact GIGSTORE’s customer service. Due to immediate processing, it may not always be possible to prevent dispatch.

Returns & Refunds

General Return Policy

Customers must contact us within 3 days of receipt via email, WhatsApp, or live chat to report an issue and obtain return approval.

• Items must be returned within 7 days from the date of purchase. Returns beyond this timeframe are not eligible for refunds.
• Any electronic or musical instrument deemed defective must be inspected by an authorized service center appointed by GIGSTORE before an exchange or refund is approved.
• If an incorrect product is received, notify our customer service team immediately.
• Returns can be processed in-store or via email, WhatsApp, or live chat.
• Once dispatched, additional services requested (e.g., gift wrapping) cannot be canceled.
• Refunds for returned products will be credited to the original payment method.
• GIGSTORE reserves the right to deny refunds for used products, tampered packaging, or where a refund is restricted by law.
• Pre-order transactions (online or in-store) are not eligible for exchanges or refunds.

Returns Within the UAE

Eligibility for Exchanges

• Return Period: Products must be returned within 14 days from the date of purchase in their original, unused condition, with all packaging, accessories, and the purchase invoice.
• Valid Return Reasons: Returns must be justified by a manufacturer defect or incorrect product delivery.
• Product Condition: Items must remain unopened in their original packaging.
• Return Shipping: Customers requesting collection of returned products bear the associated costs.
• Inspection Process: A GIGSTORE representative will assess all returned items. Products missing accessories, used, or not in their original condition are ineligible for exchanges.
• Online Purchase Returns: Return requests must be submitted via gigstore.ae under "Your Orders," with follow-up via support@gigstore.ae.
• Exchange Policy: Exchanges will be provided only once per eligible product.

Refund Processing

• Online payments and card transactions will be refunded within 14 working days; delays due to bank processing are beyond our control.
• Cash on Delivery (COD) customers must provide bank details for refunds.

International Returns

Returns for Faulty or Incorrect Items

• Customers must contact us within 3 days of receipt via email or messages to report an issue and obtain return approval.
• Items must be returned within 7 days from the date of purchase. Returns beyond this timeframe are not eligible for refunds.
• Faulty items undergo a technical inspection prior to refund processing. Some items may be sent to the manufacturer for further evaluation.

Import Taxes and duty

All orders ship from the UAE. Orders shipping outside of the U.A.E may be subject to Import taxes, customs duties and fees levied by the destination country. Please note Gigstore has no control over these charges and cannot predict what they may total.

• When ordering from Gigstore.ae, the customer is responsible for ensuring the parts can be lawfully imported into their destination country. These laws and regulations might include a variety of taxes and fees on top of shipping charges.
• It is the customer's responsibility to pay these upon delivery of their goods. Customers who refuse to pay the custom and duty fees and therefore refuse delivery of their order will not be refunded for their order. Please check with your government on potential import duty and taxes before placing your order.

Warranty Returns & Repair Services

• If a product is found defective after 7 days but within the warranty period, it qualifies for warranty service.
• Warranty service is free of charge, but customers must bear shipping, import duties, and taxes for warranty-related returns.
• For warranty claims and repairs, contact support@gigstore.ae.
• International returns may take 5-22 days to reach us. Refunds (if applicable) will be processed within 15 working days post-acceptance.

Non-Refundable or Non-Exchangeable Items

• Labor, delivery, or completed installation services.
• Items that are damaged, misused, or missing accessories.
• Open-box or pre-owned products.
• Clearance or special offer products.
• Items returned with incorrect or damaged packaging.
• Personalized items (e.g., stickers, engravings).
• Products damaged beyond repair or used items deemed unsellable.
• Delivery and installation fees (if already completed).

Service & Repairs

Service Workshop Offerings

• Musical Instruments: Guitars, drums, and orchestral instruments.
• Electronic Devices: Microphones, amplifiers, pedals, mixers, and loudspeakers.
• Paid Service: Repair cost estimates and service fees are provided upon product acceptance.
• Service Cancellation: In the event of service cancellation due to a change of mind or high repair costs, inspection and service fees remain applicable.
• Customers may request a free repair consultation via our Instrument Repair Services page.

Warranty Policy

Manufacturer Warranty Terms & Conditions

• Warranty Period: Varies by brand and manufacturer. Most products include a one-year warranty.
• Some products have region-specific variants with differing specifications which does not fall under ‘manufacturing defect’. Customers are responsible for verifying specifications before purchase.
• Non-electronic musical equipment, including but not limited to fully acoustic instruments and instruments made from materials susceptible to weather conditions, are not covered under warranty for damage caused by environmental exposure or improper storage.This warranty does not cover:
  • Warping, cracking, or deformation due to exposure to heat, humidity, or dryness.
  • Damage caused by neglect, improper maintenance, or use in inappropriate conditions (e.g., leaving instruments in direct sunlight, high temperatures, or extreme humidity).
  • Any claims misrepresented as manufacturing defects when the damage results from environmental factors or user negligence.
• To ensure longevity, customers are advised to follow proper care and storage guidelines.

Warranty Void Conditions

• The warranty is void if the product has been tampered with or serviced by unauthorized personnel.
• Damage resulting from improper use, incorrect storage, dropping, excessive impact, water exposure, corrosion, or sand infiltration voids the warranty.
• Clearance or special offer products are ineligible for warranty claims.

Warranty Repair Evaluation

• All warranty repair requests require evaluation by our technical team.
• If necessary, products may be sent to the manufacturer for further inspection.
• Limited spare parts availability may lead to extended repair times.

Frequently Asked Questions (FAQ)

What should I do if my order arrives damaged, defective, or incorrect?

If an item is visibly damaged upon delivery, refuse acceptance and notify us immediately via live chat, WhatsApp, or email at support@gigstore.ae.

How do I receive a refund for an online or COD purchase?

• Refunds for online and COD payments will be credited to your bank account.
• COD customers must provide their bank details for processing.
• Refund approvals typically take up to 14 working days.

I purchased via Tabby. When will I receive my refund?

Tabby purchases adhere to the UAE return policy. Refunds may take up to 14 days to reflect in your Tabby account.

How do I return an in-store purchase and obtain a refund?

• Customers who paid via Cash or Card in-store are eligible for a bank refund.
• An alternative 6-month store credit is also available for the full purchase amount.

Non-Refundable & Non-Exchangeable Cases

• Change of mind regarding the purchased item.
• The item is free from defects.
• The item is available elsewhere at a lower price.

Unlawful transactions

Gigstore.ae reserves the right to recover the cost of products, collection charges and lawyers fees from persons using the Website fraudulently. Gigstore.ae reserves the right to initiate legal proceedings against such persons for fraudulent use of the Website and any other unlawful acts or acts or omissions in breach of these Terms and Conditions. Governing Law and Jurisdiction

The Gigstore.ae and use of it is governed by the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates. Any proceedings with respect to or in connection with the Gigstore.ae and/or use of it must be brought in that jurisdiction.

For further inquiries, please contact our customer service team:

• 📧 Email: info@gigstore.ae
• 📞 Phone: +971 4 2801500
• 💬 WhatsApp: +971 50 667 3001