Return, Refund, and Exchange Policy

Dear Valued Customer,

Thank you for choosing TMW, both online and in-store, for your musical instruments and accessories. We are committed to delivering the best quality products and service.

Please note: All sales are final. All items are NON-REFUNDABLE and NON-RETURNABLE. Requests due to a change of mind will not be accepted.

However, in specific cases as outlined below, TMW may, at its sole discretion, provide an exchange, refund, or remedy.

When Returns, Refunds or Exchanges Are Possible

You may request a return, exchange, or refund only if:

1. Damage or Defect at Delivery

The product arrives physically damaged, faulty, or materially not in accordance with the specifications shown at the time of purchase. “Material defect” means functional failure that prevents normal operation, not minor cosmetic imperfections.

2. Proof Required

You must present the original invoice or receipt and, if applicable, warranty documents.

3. Notification Period

You must notify TMW in writing within 7 calendar days from delivery or collection. Please email ask@tmw.com.sg with your invoice number, clear photos of the issue, and the product serial number (if available).

4. Inspection Before Use

Customers are expected to inspect the product before first use. Products showing signs of usage beyond basic inspection may be deemed ineligible for return.

5. Hygiene-Sensitive Products

For hygiene reasons, items such as recorders, harmonicas, melodicas/pianicas, mouthpieces, and in-ear headphones are strictly non-returnable and non-exchangeable once opened.

6. Conditions That Disqualify a Return or Exchange

A request will be declined if:

• More than 7 calendar days have passed since delivery/collection.
• The damage is caused by misuse, negligence, or unauthorised modification/repair.
• The product’s value has been significantly reduced by usage, wear, or missing accessories.
• The product is a clearance, special-order, or custom-made item (unless defective at delivery).

7. Approval Process & Costs

All return or exchange requests are subject to TMW’s review and approval. If approved, TMW will arrange and cover return shipping only when TMW’s courier or method is used. Customers must ensure the product is packed securely for transit; any further damage during return shipping due to poor packaging may void the claim.

8. Remedy Options

Once the returned product is received and verified, TMW may, at its discretion:

• Replace with the same item (subject to stock availability), or
• Offer a similar/alternative product, or
• The product’s value has been significantly reduced by usage, wear, or missing accessories.
• Provide a refund of the original purchase price (excluding incidental costs)

Refunds for credit card transactions will be credited back to the same card. Other payment methods may be refunded by bank transfer.

9. Refund Timing

Approved refunds will be processed within 14 business days after TMW has received and validated the returned product.

10. Limitation of Liability

TMW’s responsibility is strictly limited to the remedies above. We are not liable for incidental, indirect, or consequential losses (including but not limited to loss of use, loss of enjoyment, or loss of opportunity).

Contact Us

For return, refund, or exchange requests inquiries, please contact us through:

• Email (preferred): ask@tmw.com.sg
• Address (for returns, only after approval): 1 Upper Aljunied Link, #04-04 Joo Seng Warehouse, Singapore 367901