Shipping & Returns

1Where we deliver

We deliver throughout Nairobi and to every county in Kenya. Nairobi deliveries are usually handled by our own riders or a local courier. Upcountry orders go by parcel courier or bus courier, depending on the size and fragility of the equipment and on what serves your town best.

Large items — full drum kits, floor-standing speakers, subwoofers, amplifier racks, lighting trusses — need special handling and sometimes a dedicated vehicle. Tell us where you are before you order and we will confirm exactly how it would reach you and what it would cost.

Some remote locations are served by a courier's agent office rather than door to door. Where that is the case we will tell you before dispatch, so you know whether the parcel is coming to your door or to a collection point, and roughly how far that point is from you.

For installations and multi-item system orders we normally deliver everything together rather than in parts, so that nothing sits half-installed waiting for a missing bracket. If you would prefer a partial delivery to get started, say so and we will split it.

2Delivery timelines

Orders confirmed before midday are usually dispatched the same working day. Within Nairobi, delivery is typically same day or next working day. Upcountry deliveries typically take one to three working days after dispatch, depending on the courier's schedule to your town.

Items that are not in stock, or that are being brought in on special order, take longer. We will always tell you the expected wait before you commit, and we will keep you updated if it changes.

These are estimates given in good faith, not guarantees. Weather, road conditions, courier backlogs and public holidays all affect delivery, and we cannot control them. If a delay becomes significant we will contact you, and you may cancel the undelivered part of the order for a full refund.

3Delivery charges

Delivery is charged separately from the product price and depends on your location and on the size, weight and fragility of the order. We confirm the delivery cost with you before dispatch — you will never be surprised by a charge you did not agree to.

Where a courier charges a handling fee for oversized or fragile freight, that fee is passed on at cost. For large installations and bulk orders we will quote delivery as part of the overall quotation.

Fragile equipment is packed for transit, not just handed to a courier in its retail box. Cymbals, microphones, speaker cabinets and lighting fixtures are protected appropriately for the journey they are making, and that packing is included in the delivery cost rather than billed separately.

Where an order is returned to us undelivered because nobody was reachable at the address or the phone number given, a second delivery attempt is chargeable. Please make sure the number you give us is one that will be answered on the day.

4Collecting from us

You are welcome to collect your order in person, and we encourage it for instruments you would like to play before taking home. Let us know when you plan to come and we will have the item ready, tested and set aside for you.

Please bring your order number and a form of identification. Where somebody else is collecting on your behalf, send us their name in advance.

5Checking your order on delivery

Please inspect your delivery before the rider or courier leaves, or as soon as you reasonably can. Check that the packaging is intact, that the model and finish match what you ordered, and that everything listed as included is in the box.

If something is visibly damaged, photograph the packaging before you open it further, and photograph the item itself. Those photographs make a claim straightforward for everyone.

For electronics, power the unit on and check its basic functions as soon as you reasonably can rather than leaving it boxed until the event. A fault found on the day it arrives is a simple replacement; the same fault found three weeks later, the night before a booking, is a much harder problem to solve in time.

Keep the original packaging for at least the first week. If an item does need to go back, it travels far more safely in the box it was designed for, and a return in original packaging is quicker for us to process.

6Damaged or incorrect items

If an item arrives damaged, is the wrong model, or does not match its description, contact us within 48 hours of delivery with your order number and photographs of the item and its packaging.

We will arrange a replacement where one is available, or a full refund including what you paid for delivery, and we will cover the cost of returning the item to us. You will not be out of pocket for our error or for damage in transit.

7Changed your mind

If you have simply changed your mind, you may return an unused item in its original condition and packaging within 7 days of delivery or collection, for an exchange or a refund of the product price.

The item must be complete — all accessories, manuals, cables, protective film and packaging — and in a condition we can resell. Return transport for a change-of-mind return is at your cost, and the original delivery charge is not refunded.

Please contact us before sending anything back, so we can tell you where to send it and log it against your order.

8What we cannot take back

For reasons of hygiene, safety and resale, we cannot accept change-of-mind returns of:

• in-ear monitors, earphones and headphones where the seal has been broken;
• harmonicas, wind and brass mouthpieces, and reeds;
• strings, drum heads, sticks, patch cables and other consumables once opened;
• software, licences and download codes once redeemed;
• special-order and custom-configured equipment brought in specifically for you; and
• items showing signs of use, modification or damage after delivery.

None of this affects your rights where an item is faulty or not as described.

9Faults and warranty claims

If a product develops a fault, contact us with your order number and a description of what is happening — and, where you can, a short video or photograph. A recording of the symptom often saves a trip.

Where a fault appears shortly after delivery and is not the result of misuse, we will repair, replace or refund the item. Where a fault appears later and the product carries a manufacturer's warranty, we will help you claim under it and handle the correspondence with the manufacturer or distributor on your behalf.

Warranties are given by manufacturers on their own terms and their length varies by brand. They generally do not cover normal wear, consumable parts, accidental or liquid damage, damage from incorrect power supply or voltage, or damage arising from unauthorised repair.

10Refunds

Approved refunds are issued to the same method you paid with. M-Pesa refunds are normally processed within three to five working days of the returned item being received and checked, subject to your payment provider's own timelines.

Where a refund follows a change-of-mind return, the product price is refunded and the original delivery charge is not. Where a refund follows a fault, damage in transit or our error, the delivery charge is refunded too.

11Cancelling an order

You can cancel an order at no cost at any time before it is dispatched — just call or message us. If payment has already been taken, we will refund it in full.

Once an order has been dispatched, cancelling it is treated as a return, and the change-of-mind terms above apply. Special-order items cannot be cancelled once we have placed the order with the supplier.

If you need to postpone rather than cancel — the event has moved, the budget has not been released yet — tell us. We would rather hold the order and the price for you than process a cancellation and a fresh sale.

12Getting help

Whatever the issue, the fastest route is a direct message. Call or WhatsApp 0743 968 239, or email [email protected] with your order number. We would much rather sort something out quickly than have you stuck with equipment that is not right.