Refund policy

LBS Music World

Returns made clear.

We inspect every instrument and piece of equipment before dispatch. Returns are available for products that are defective, damaged, incomplete or incorrectly supplied. We do not accept returns or exchanges because of a change of mind.

Seven-day return request

Original payment method

Approved refunds are initiated within 10-15 business days.

Manufacturer warranty

Products normally include a one-year manufacturer or distributor warranty unless stated otherwise.

Questions? Email support@musicworld.com.my or WhatsApp 012-585 5100.

1. Return eligibility

A return request may be made where a product delivered or collected is:

Defective or unsafe
Damaged upon delivery
Incomplete or missing included parts
Incorrectly supplied or materially different from its description

Return period: You must initiate the request within seven days beginning on the delivery date. For an order collected in store, the seven-day period begins on the collection date.

The product must not be used beyond the reasonable inspection or testing necessary to identify the reported issue. Please return it with its original packaging, accessories, manuals, warranty materials and free gifts where reasonably possible.

A missing or opened package will not by itself remove a statutory remedy where opening or inspection was reasonably necessary to discover the problem.

No change-of-mind returns: We do not accept a return because an item is unwanted, unsuitable or no longer required. Please check specifications, compatibility, dimensions, voltage and connections before ordering.

2. Damage and delivery issues

Inspect the parcel and product as soon as reasonably possible after delivery. If the parcel is visibly damaged, photograph the outer box, shipping label and damaged areas before opening.

Report shipping damage or missing items promptly, ideally within 48 hours, so we can pursue the courier claim quickly. Include your order number, a description of the problem, and clear photographs or video where reasonably possible.

The 48-hour request helps with courier investigation. It does not remove any statutory right or remedy that cannot legally be excluded.

3. How to request a return

Step 1 - Contact us

Email support@musicworld.com.my or WhatsApp 012-585 5100. Include your order number, proof of purchase, description of the issue, and supporting photographs or video.

Step 2 - Wait for instructions

We will review the request and provide instructions on inspection, collection, drop-off or return shipping. Products sent without first contacting us may be delayed or returned to the sender.

Step 3 - Pack the complete product

Return the product with its included accessories, adapters, manuals, warranty materials and free gifts. Follow the packing guide below to help prevent additional transit damage.

Step 4 - Inspection

After receiving the product, we or the relevant manufacturer or distributor may inspect or test it to confirm the issue and determine the appropriate remedy.

Step 5 - Resolution

Depending on the circumstances, product availability and applicable law, the remedy may include repair, replacement or refund.

Return address

LBS Music World - Service Department
10H, Jalan Rumbia
11900 Bayan Lepas
Pulau Pinang, Malaysia
WhatsApp: 012-585 5100

Please contact us before sending anything to this address. Clearly place your order or invoice number on the shipping label, not on the product box.

4. Packing guide

Pack the return carefully so the product and its original box are protected during transit.

Pack it like this

Label the parcel with your order ID

Write your order ID or invoice number clearly on the shipping label, not on the product box.

Use the original wrapping materials

Use the materials supplied with the product and standard shipping tape. Do not place tape or labels directly on the retail product box.

Double-box the product with enough padding

Double-box with sufficient padding

Place the product box inside a separate shipping box and use sufficient protective padding around it.

Avoid these return problems

Missing original packaging

Keep and return the original packaging where reasonably possible.

Incomplete return

Include all accessories, adapters, manuals, warranty materials and supplied items.

Do not use unsuitable packaging materials

Unsuitable packing materials

Use proper protective wrapping. Avoid loose materials that may enter or damage the product.

5. Return shipping

For a verified incorrect, damaged or defective product reported within seven days, we will bear reasonable return, collection or redelivery costs as required by applicable law.

After seven days, an eligible issue will normally be handled as a warranty claim through the manufacturer or authorised distributor. Transportation and inspection arrangements will follow the applicable warranty conditions and Malaysian law.

Do not arrange return shipping until we have provided instructions. We are not responsible for avoidable loss or damage caused by unsuitable packaging or an unauthorised shipping method, except to the extent liability cannot legally be excluded.

6. Products not eligible for change-of-mind returns

We do not provide change-of-mind returns for any product. This includes, without limitation:

Special orders, personalised products and customer-requested modifications
Software, activated licence or authorisation keys, downloads and other digital products
Clearance, discontinued, closeout, open-box or used products
Earphones, harmonicas, recorders, mouthpieces, opened reeds and other hygiene-sensitive products
Replacement speakers, speaker parts, tubes, cartridges, styli and control vinyl
Oversized or overweight products
Hazardous materials, flammable liquids or gases
Gift cards

This section does not prevent a remedy required by law where a product is defective, damaged, unsafe, incorrectly supplied or materially different from its description.

7. Replacements and exchanges

We do not offer exchanges for change of mind.

For a verified defective, damaged, incomplete or incorrectly supplied product, a replacement may be offered where appropriate and available. The remedy will depend on the circumstances, stock availability, warranty assessment and applicable law.

8. Refunds

We will notify you after the returned product has been received and inspected and will explain whether a refund, repair or replacement has been approved.

Approved refunds will be initiated to the original payment method within 10-15 business days. Your bank, card issuer or payment provider may require additional time to credit the funds.

If more than 15 business days have passed since we confirmed that your refund was initiated, contact support@musicworld.com.my.

9. Product warranties

Unless a different period is stated on the product page, invoice or warranty document, products normally include a one-year warranty beginning on the delivery or collection date.

Product warranties are provided and assessed by the applicable manufacturer or authorised distributor. A claim may require proof of purchase, the product serial number and technical inspection.

A manufacturer or distributor warranty is additional to, and does not replace, consumer rights that cannot legally be excluded.

10. Governing law

This policy is governed by the laws of Malaysia. Nothing in this policy excludes or limits a right, guarantee or remedy that cannot lawfully be excluded.

Nothing prevents an eligible consumer from bringing a claim before the Tribunal for Consumer Claims Malaysia or using another remedy available under applicable law.

Need return assistance?

Send us your order number, proof of purchase and photographs or video showing the issue.

WhatsApp returns team Email returns team

LBS Music World - Service Department, 10H, Jalan Rumbia, 11900 Bayan Lepas, Pulau Pinang, Malaysia.