Completing Your Purchase:

Please make contact with us within 3 days of winning an auction. Payment needs to be made within 5 working days, unless otherwise agreed. Providing us with a telephone number is helpful as often the free service mailboxes are full or e-mails are less than 100% reliable. If we get an email bounce back and have no phone number, we have no way of contacting you.

Feedback:

We aim to provide great service and value for money products. If you are not 100% happy with your purchase, please talk to us first before placing feedback. It is important that we know you have an issue so we can put it right.

Payment Options:

Direct credit:

The most simple and preferred method is direct credit. Orders paid for using this method will be shipped upon confirmation that your payment has been received. Payments normally take around one working day to show in our bank account. You will receive an email from us after the auction explaining how to access our bank details.

Please note: Payments made over a weekend will not show in our account until Tuesday morning. Public holidays may take an extra working day.

Pay Now/Ping/AfterPay (Trade Me’s Credit Card Processing):

You can also pay using Trade Me’s payment options. You may not be able to do this for multiple listings where combined freight may be possible as each auction is treated as a “standalone” listing. If added to your TradeMe shopping cart this may be possible.

Credit Card:

We also accept direct credit card payments via PayPal. Only VISA and MasterCard credit cards are accepted.

Cheque:

We no longer accept cheques as a method of payment unless pre-arranged. An admin fee of $5.00 will be charged on all cheques and goods will not be shipped until the cheque clears which might be 3-5 working days.

Tax Invoices and GST

We are “in-trade” and are GST registered. An email with a Tax Invoice is sent to your email address and normally a hard copy is supplied with the order.

Lay-By

We do not normally provide Lay-by facilities but under certain circumstances this may be possible. Many listings can be purchased using TradeMe’s AfterPay system. Please telephone or ask a question should you wish to lay-by any purchase.

Delivery/Shipping:

Shipping is generally by signature required courier or truck. Unless prior arrangements are made we will only ship within New Zealand (North Island and South Island only).

Shipping rates indicated in our listings are subject to confirmation by us. We need to confirm that the freight you selected matches your address. For example many people select non-rural rates when they are actually a rural or RD address. Sometimes the wrong area is selected or sometimes the size or nature of the product just cannot be shipped to some locations by our couriers.

It is important that full addresses are provided to ensure accurate shipping.

We cannot ship to P. O. Boxes, Postshops or Postal agents sorry. You need to give us a physical address.

If shipping to a business please ensure you provide the name of the business as in some cases the courier will not deliver to a business unless the business is named.

Rates provided exclude shipping to offshore Islands e.g. Waiheke, Great Barrier, Stewart Island, Chatham Islands etc. If you require delivery to these locations please ask for confirmation whether we can ship and obtain a rate BEFORE bidding or buying.

Rural delivery addresses are as determined by the Courier companies we use and if they consider your address to be a rural address the rural surcharge will be applied to all freight. Some larger items cannot be delivered to rural addresses. This is normally, but not always, indicated in the freight section of the listing.

Collection:

We do not allow collection except for the very odd case where an item is especially bulky or expensive to freight.

In the rare case where the auction advises collection is possible this may be from our Rotorua distribution centre, Hamilton or Greenhithe - Auckland offices, or other nominated NZ location. Please refer to each individual listing.

Collection is by pre-arranged appointment only. All goods must be paid for prior to collection as we are unable to accept cash and do not have EFT-POS facilities at our warehouses.

Combined Freight

When possible and when required we will combine freight and pass on the savings. Because of courier company volume breaks etc. we are sometimes not able to combine freight or can only partially combine freight. The combining of freight is not an automatic process so you need to request this AFTER the auction and BEFORE you pay.

Damages or Loss in Transit:

We move a lot of product around the country and loss and damage is quite rare but in the event that you receive goods that are damaged in transit or goods have been lost by the courier then claims for damage or loss in transit need to be made as follows:

1. Prior to signing for delivery by the carrier please ensure that the complete consignment as per our invoice has been received. Should there be a shortage or visible damage to outer packaging the carrier's note must be endorsed accordingly at the time the goods are delivered. In the case of concealed damage or shortage please advise us within 48 hours. We have a limited period of time to lodge a damage claim with the courier.
2. We recommend signing for goods received STC or subject to check. By just signing with the courier you are accepting that the goods were delivered in full and undamaged. This is not always easy to identify so this helps recover money from the Courier.

Operating Hours and Public Holidays:

Our normal operating hours are 9:30-4pm Monday-Friday excluding Public Holidays. We may be unable to answer questions or respond to emails outside these times so please be patient. Orders made on a New Zealand public holiday will be processed on the next business day.

Buy With Confidence – 7 day Right of Return:

We appreciate it is difficult buying from just a photograph and description so we have our “Peace of Mind” policy and allow a 7-day right of return on all goods to allow you the chance to evaluate the quality and value for money. Due to hygiene reasons certain items such as wind instruments with reeds, harmonica’s etc. may not be able to be returned and some items may have a restocking fee to cover replacement mouthpieces etc.

Unless otherwise stated, all goods are covered under a 12-month return to base warranty against defective parts and workmanship. Goods which are proven to be defective within the stated warranty period from the date of dispatch will be covered under warranty and at our option will be refunded, repaired or replaced free of charge when the goods are returned to our nominated return address.

We recommend that you use a signature required track and trace service for return. Repaired or replacement goods will usually be returned to you at our cost. The exception to this is if goods are returned under warranty and the item was damaged in transit or the fault was not a warranty issue. In these cases you will be responsible for the freight back to you.

This warranty applies only to manufacturer's defects and does not cover general wear and tear, improper use, damage caused through neglect or poor storage, or damage caused through unauthorised repairs. It also doesn’t cover broken strings unless it can be proven that the string was faulty. Warranty only applies for goods purchased for domestic use and there is no warranty on goods purchased for commercial or business use or purchased for domestic use then later used for commercial or business use.

We will meet all its obligations under the Consumer Guarantees Act 1993 and amendments, The Fair Trading Act and any other relevant legislation.

Returns (whether 7-Day Right of Return or Warranty): Note: No goods returns will be accepted without an RA (Returns Authorisation) form being completed and included with the return.

For a complete refund of the product cost, items must be in original condition, show no signs of wear, and you must have contacted us within 7-days from date of attempted delivery by the courier. The goods must then be received back to us within 7-days of us providing you with a Returns Authorization form.

Please be careful when trying your product as many of these have fine finishes that are easily damaged.

Include all original packaging, accessories (e.g. power adapters, mouthpieces, straps, cords etc.) and paperwork (e.g. owner’s manual, warranty card, etc.).

Include a copy of the packing slip or invoice and the completed Returns Authorisation that we will email to you and clearly indicate your reason for your return.

As we may need to resell this new item it is important that the item and the packaging remain in good conditions.

Please do not write on the manufacturer’s box, manual, or warranty card until you are certain you will keep this purchase.

Please reseal using only CLEAR packing tape. Do not use brown tape or masking tape.

You are responsible for the goods until they safely reach our warehouse. To protect your goods please use all original packaging materials. In the event of damage we will notify you and you will have to raise a claim with the carrier or your insurance company. No refund will be issued under these circumstances and you retain ownership of the goods.

Make sure you have insurance for the return for the full value of your purchase.

Ship your items back with a traceable service like PBT, Courier Post, NZ Couriers. Fastways etc. We are not responsible if your returned merchandise gets lost in transit.

Refunds take approximately 3-5 working days to clear and process.

Credit card purchases are credited back to the original credit card. Trade Me PayNow payments are credited back to your Credit Card via Trade Me’s PayNow system. All other purchases are refunded by direct deposit into a nominated bank account.

The return address together with returns information will be advised when the RA (Returns Authorisation) is issued.

The return address will usually be the warehouse address from which the goods were originally sent to you or we may direct you to send it to one of our independent authorised repairers.

PLEASE NOTE: Regardless of whether the return is a warranty claim or under our 7-day Peace of Mind Policy (because the product is not suitable or you just change your mind) the following terms apply.

• We DO NOT refund freight paid on goods returned under our 7-day Peace of Mind Policy. We will only refund you the purchase price of the goods.
• In the case of a warranty claim where we are unable to repair or replace the goods we will refund both the cost of the product and the original freight paid.
• Harmonicas are tested before dispatch. We will NOT accept the return of Harmonicas under our 7-Day Pease of Mind Policy as it is not hygienic to resell these once they have been played.
• Items like Recorders, Kazoo's, Melodica's or any other instrument that does not have a replaceable mouthpiece are NOT able to be returned under our 7-day Peace of Mind Policy as for hygiene reasons we cannot resell these.
• In the case of Woodwind and Brass a restocking fee to cover cleaning and/or replacement mouthpieces may apply. We recommend that if you have your own mouthpiece to use this. We may charge both for replacement mouthpieces and cleaning. These costs will be deducted from any refund.
• The restocking fee can be as much as 15% or more of the product cost, so please ensure that goods are returned clean and undamaged.
• Drums, in the case of drums or skins, once played these become second hand so skins will not be able to be returned and if drums are returned played the cost of replacement skins will be deducted.

We treat your privacy seriously. Your details will not be passed onto any third parties at all under any circumstances without your express permission or unless we are required to do so under applicable New Zealand law.

Errors and Omissions:

Whilst every effort will be made to ensure that the information and our listings on this website are kept current and accurate, we can't assume any liability for any inconvenience or loss caused by any errors or omissions concerning our products or services. We will though, work with you to put it right, and we will correct any problems that we identify within a reasonable time.

We are a great company with great people and we value our customers. We will always work with you in a reasonable manner to make sure you are a happy and returning customer. If you have a good experience please place feedback and give us a good rap. If you have a poor experience please talk to us first so we can work with you to make you a happy customer.

Business:

Lenker Marketing Ltd

Address:

P. O. Box 32, Sandspit, Auckland, 0942 (not for returns)

Distribution:

Rotorua, Hamilton, Auckland or other facility at our option

Free Call:

0800-536 537

Co. Number:

1795709

GST No:

93-305-981