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MALAYSIA PRELOVED GUITAR STORE

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Shipping Guide & Store Policy

By placing an order with Nua’s Studio, you agree to all terms and conditions stated below.

Business Hours & Customer Service

Walk In Store (Physical Shop)

Open Daily: 12:00 PM – 9:00 PM
Including most Public Holidays in Malaysia.

 

Closed during Hari Raya Aidilfitri (Eid al Fitr):

  • Walk in store closed approximately 3 to 4 days
    (Exact dates will be announced in advance.)

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Online Store

  • Our website remains open 24 hours daily, including during festive periods.

  • Customers may continue to place orders at any time.

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Customer Service Availability

Customer service (WhatsApp, email, social media inquiries):

Monday to Saturday
12:00 PM – 6:00 PM (Malaysia Time)
Closed on Sunday.

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During Hari Raya Aidilfitri (Eid al Fitr):

  • Customer service will not be available for approximately 7 days.

  • Orders can still be placed through the website.

  • All messages and inquiries will be responded to after operations resume.
     

We appreciate your understanding during this major festive celebration in Malaysia.

Payment Methods

Malaysia Orders

  • Bank Transfer (manual arrangement required)

  • Credit / Debit Card

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International Orders

  • Credit / Debit Card

  • PayPal

  • Bank Wire Transfer (upon request)

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Important:

  • Orders will only be shipped to the address provided at checkout.

  • For PayPal payments, we will only ship to the registered PayPal address.

  • Orders will not be processed until full payment is received.

  • We reserve the right to cancel any suspicious or high risk transaction.

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Order Processing

  • Orders are processed only after full payment is confirmed.

  • Inspection and packing normally require 2 to 5 business days.

  • During peak periods or festive seasons, processing may take longer.

  • A shipping confirmation with tracking number will be emailed once dispatched.

Shipping Policy

Domestic Shipping (Malaysia)

We ship using selected courier services such as:

  • Ninja Van

  • J&T

  • DHL 

  • Gdex

  • FedEx

  • Other suitable couriers

  • Delivery time: approximately 1 to 5 working days depending on location.

International Shipping

We ship worldwide via:

  • DHL

  • FedEx

  • Aramex

  • EMS

  • Shipping fees are calculated at checkout.

  • All shipments are trackable.

  • Delivery time varies by destination country.

Buyers must provide full and accurate shipping information in English.

Courier & Delivery Disclaimer

Courier operations vary depending on:

  • Weekend schedules

  • Malaysian Public Holidays

  • International customs clearance

  • Peak festive periods
     

Some courier companies do not deliver on Friday to Sunday.
Some do not deliver on Saturday and Sunday.

Most couriers do not operate on Malaysian Public Holidays.

 

Nua’s Studio is not responsible for courier delays once parcel has been handed over.

Shipping Fee Adjustment

Shipping charges shown at checkout are estimated based on weight and destination.

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For oversized or heavy items such as:

  • Guitars or basses with hard case

  • Amplifiers

  • Large rack units

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Additional shipping charges may apply after order confirmation.

If actual shipping cost exceeds calculated amount, buyer must pay the difference before shipment.

No refund will be given if actual shipping cost is lower than estimated.

Customs, Import Duties & Taxes (International Buyers)

International buyers are fully responsible for:

  • Import duties

  • Customs taxes

  • Clearance fees

  • Import procedures in their country

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We do not control customs charges and cannot estimate them.

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If a parcel is returned due to:

  • Unpaid customs duty

  • Failure of import procedures

  • Refused delivery

  • Incorrect shipping information

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Refund will be made only after item is returned to us, and will exclude:

  • Original shipping fees

  • Return shipping fees

  • Customs charges

  • Payment processing fees

Drop Off Delivery Risk

In some countries, couriers may leave parcels without signature confirmation.

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Once tracking shows "Delivered", Nua’s Studio is not responsible for:

  • Theft

  • Loss

  • Misplacement

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Buyers must ensure delivery address is secure.

Product Condition - Used/Pre-Loved Items

Most items sold are preloved or secondhand unless clearly stated as brand new.

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Preloved items may show:

  • Cosmetic wear

  • Minor scratches

  • Signs of previous use

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All items are inspected and tested before listing.

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By purchasing preloved items, buyer acknowledges acceptance of reasonable signs of use.

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All descriptions and photos form part of the item condition disclosure.

Returns Policy

Strict 24 Hour Return Request Policy.

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Buyer must contact us within 24 hours after delivery if:

  1. Item received does not match listing description.

  2. Wrong item was sent.

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Returns will not be accepted for:

  • Change of mind

  • Tone preference

  • Minor cosmetic issues already described

  • Setup or adjustment preference

  • Sale or discounted items

  • Buyer mistake

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Items sent back without approval will be rejected.

Return Conditions

To qualify for return:

  • Item must be in original condition

  • No additional damage

  • Original packaging included

  • Must provide proof of purchase

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Buyer is responsible for return shipping unless error is confirmed on our side.

Damaged During Shipping

If item arrives damaged:

  1. Report to courier immediately before or upon signing.

  2. Contact us within 24 hours.

  3. Provide clear photos of:

    • Damaged item

    • Outer box

    • Inner packaging

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Failure to provide required documentation within 24 hours may void claim.

Refunds

Refunds will only be processed after:

  • Returned item is received

  • Item is inspected

  • Condition is verified

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Refund amount excludes:

  • Shipping fees

  • Payment gateway charges

  • Bank charges

  • Import duties or taxes

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Currency exchange differences are not refundable.

Refund processing time depends on bank or card issuer.

Order Cancellation

Orders cannot be cancelled if:

  • Parcel has been shipped

  • Item has been packed and ready for courier pickup

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Tracking updates may not reflect real time status.
Cancellation may not be possible even if tracking is not yet updated.

Warranty

Used / Preloved Items:

  • Sold as inspected.

  • No manufacturer warranty unless stated.

  • No international warranty coverage.

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Brand New Items:

  • Warranty subject to manufacturer terms.

  • Some brands may only provide Malaysia local warranty.

  • Overseas buyers may not be covered by warranty.

Electrical Voltage Notice

Malaysia operates on 240V.

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Buyers outside Malaysia must confirm voltage compatibility before purchasing powered equipment.

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Nua’s Studio is not responsible for:

  • Voltage mismatch

  • Damage caused by incorrect transformer usage

  • Electrical damage overseas

Restricted Materials

We reserve the right to cancel orders for products containing materials restricted by international trade regulations.

Liability Limitation

Nua’s Studio shall not be liable for:

  • Courier delays

  • Customs delays

  • Import restrictions

  • Indirect or consequential damages

  • Loss after confirmed delivery

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Maximum liability shall not exceed the purchase price of the item.

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