At Avel Sound Concept Pte. Ltd. (“ASC”), customer satisfaction is very important. As all products are handcrafted in Singapore, we aim to provide the highest quality. If you have any concerns about your order, please contact us via the Contact page. Please note that response times may vary due to time zone differences.
1. Return Eligibility
1.1 This policy lasts 7 calendar days from the date of receipt of the product (“Cooling-Off Period”). After this period, we cannot accept returns or issue refunds, except as required under Singapore consumer law.
1.2 To request a return, you must complete and submit a Return Merchandise Authorization (RMA) Form within the Cooling-Off Period. Returns without an RMA will not be processed.
1.3 To qualify for a return:
Sale items, discounted items, second-hand mouthpieces, custom orders (including non-standard tip openings), gold-plated ASC products, and refacing services are non-returnable and non-refundable
The item must be unused, in like-new condition, and returned in its original packaging.
Any signs of wear, scratches, removal of protective blue tape, unclean condition, or missing original parts (including packaging) will result in rejection of the return.
2. Refunds
2.1 Once your return is received and inspected, ASC will notify you by email of the approval or rejection of your refund.
2.2 If approved, a refund will be processed for the product price only, excluding all shipping costs, customs duties, and a 10% non-refundable restocking fee to cover cleaning, processing, and administrative costs.
2.3 Refunds will be made to your original method of payment (e.g., PayPal, credit card) within the timeframe required by your payment provider. ASC has no control over bank or PayPal processing times.
3. Shipping of Returns
3.1 You are responsible for all return shipping costs. ASC does not reimburse customs duties, taxes, or international shipping charges.
3.2 A return shipping address in Singapore will be provided upon acceptance of your RMA request. Do not ship items back without confirmation, as they may be lost or refused.
3.3 We strongly recommend using a trackable shipping service with insurance. ASC is not responsible for parcels lost or damaged during return transit.
4. Exceptions Under Law
4.1 This policy does not limit your statutory rights under the Singapore Consumer Protection (Fair Trading) Act or applicable international consumer protection laws.
4.2 In cases of defective products as defined under Singapore law (“Lemon Law”), you may be entitled to a repair, replacement, or refund. Please contact ASC promptly if you believe your item is defective.
5. U.S. and International Buyers
5.1 Buyers in the United States and other jurisdictions acknowledge that import tariffs, duties, and customs regulations may change without notice. ASC is not responsible for additional costs, delays, or cancellations arising from new trade or tariff policies.
5.2 By purchasing, international Buyers agree that Singapore law and jurisdiction apply to all transactions, and that class action or collective claims are waived to the extent permitted by law.
Donat Mouthpieces
For Donat mouthpieces, please refer to the following page: https://avelsoundconcept.com/brass-winds/