Returns & Exchanges

What if there is a problem with my order?

If there’s a problem with your order, the first thing to do is contact our support team immediately. They will take care of you, no matter what. The only policy we have is we’ll do whatever it takes to fix the problem and make you happy.

What if I receive a defective product?

If you believe you’ve received a defective product, contact our support team at +2776 881 8887, and speak with a Tech Support specialist. Or you can simply complete our online support request form, and we’ll respond quickly with assistance or provide you with a Return Order Number (RON). If we determine the unit failed under warranty within 15 days of purchase, we will cover shipping costs within South Africa to replace the unit for you. For items purchased marked as “used” that malfunction or fail and that haven’t been abused or misused, you may return these items within 30 days of purchase for a refund of the purchase price minus the cost of shipping.

“No Hassle” Return Policy:

We want you to be completely happy with your purchase. If you are not satisfied with any new product, for any reason, you may return it for a refund of the purchase price or you may exchange for another product within a fair amount of time from the shipping date (usually 15 days). If your purchase was eligible for free shipping, the shipping cost will be deducted from your refund.

30-day Used Gear Guarantee:

For items purchased that were marked as “used” that malfunction or fail, they may be returned within 30 days of purchase only if they malfunction or fail and haven’t been abused or misused. Used items may be returned for a refund of the purchase price minus the cost of shipping. Customer will be responsible for paying all shipping charges (to and from centrestage) on returned used items.

How to Make a Return:

We’re sorry your purchase didn’t work out for you. To make a return, please first contact your Centrestage Support Team to arrange for an RON (Return Order Number). Next, to ensure your exchange or credit is processed as quickly as possible and to help you avoid a return adjustment, please follow the below checklist:

  • If you have redeemed a manufacturer rebate or promotion, your return will be subject to a restocking fee.
  • If you’ve bought from a third party through our store or website. We’ll give you the right address to where it should be refunded.
  • We recommend that you always take step by step pictures or videos of you unboxing the product when you open it from the shipping box. Removing the product from it’s packaging and testing the product  This is proof to show that when the product is faulty or there was negligence in shipping the product, we offer you an exchange or a refund.
  • Please write the RO Number on the shipping label and NOT on the product box itself.
  • Items must be returned in the condition they were received, including all accessories, documentation, promotional vouchers and packaging materials.
  • If your package was originally shipped double-boxed, please return the unit(s) double-boxed.
  • The product should be packed in the original product box with the Barcodes intact.
  • When repacking the product box, avoid using brown duct tape or other adhesives that can leave a residue.
  • Please use a shipping method that is trackable, such as South African Post Office, Parcel Ninja, Amarex, FedEx or UPS.
  • Remember that if your order was shipped for free under our free shipping promo, the cost of outbound shipping will be deducted from your return credit.
  • We recommend that you insure your package when shipping back to us when purchasing your own shipping labels. Sometimes things get damaged en route, and if that happens, we want you to be covered.
[ultimate_heading main_heading=”Proper Returns”][/ultimate_heading]
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[ultimate_heading main_heading=”Shipping label w/ RO#:” heading_tag=”h6″]Please write your RO# on the shipping label itself, not on the product box.[/ultimate_heading]
yes-packing-materials-2-checked
[ultimate_heading main_heading=”Wrapping materials:” heading_tag=”h6″]Use the same wrapping materials that your product came with when returning your gear to us. Please use only standard shipping tape.[/ultimate_heading]
yes-double-boxed-2-checked
[ultimate_heading main_heading=”Double-box items:” heading_tag=”h6″]Please double-box items so they arrive safely at our facility.[/ultimate_heading]
[ultimate_heading main_heading=”Improper Returns”][/ultimate_heading]
no-packing-materials-checked
[ultimate_heading main_heading=”Missing original packaging:” heading_tag=”h6″]Please return item encased in its original packaging materials.[/ultimate_heading]
no-double-box-checked
[ultimate_heading main_heading=”Item not double-boxed:” heading_tag=”h6″]Packages should be double-boxed to ensure safest arrival at our facility, unlike this unfortunate package.[/ultimate_heading]
no-peanuts-checked
[ultimate_heading main_heading=”Do not use packaging peanuts:” heading_tag=”h6″]Opt. for materials other than packaging peanuts. They’re messy and we don’t like them.[/ultimate_heading]

Once we’ve received your return, we’ll process it as quickly as possible, but it can take 3-5 business days for the credit to be applied by the issuer of the credit card. Feel free to reach out to our Support Team directly with any questions or concerns.

Services Refund:

If you believe that you’ve made an incorrect decision on a certain service or would like to cancel it. Here are the requirement for getting a refund:

  • If you’ve selected the wrong service and would like to change. Please contact the Support Team immediately regarding the change.
  • If the designer has not began on the service. Then you can change to another with no hesitations.
  • If the designer have started on the services. 50% will only be refunded or discounted to the new service.
  • We cannot refund you if the designer is done with your product. You’ll have to purchase another service pack.
  • If the designer didn’t do what was requested from you or the service pack. Or you feel that the design of the service pack is not complete, buggy or not working properly. Please contact Support Team so we can investigate the matter and probably fix it or give you a refund.
  • If the designer has missed a certain schedule or has gone passed the date requested for the projects completion and didn’t consult with you regarding the extension to the projects date. We apologise for the inconvenience and a refund will be provided.

Non-returnable Items:

While we maintain the most liberal return policy in the industry, there are certain items that cannot be returned for very specific reasons. These items include:

  • Special orders
  • Software
  • Oversized or overweight items
  • Discontinued products, closeouts, and used products
  • Speakers
  • Tubes
  • Personal items (earphones, harmonicas, instrument mouthpieces, etc.)
  • Authorizaton keys
  • Turntable cartridges
  • Styli
  • Control vinyl
  • 3D Printing Filament
  • 3D Printing Nozzle Heaters
  • 3D Printer Nozzles
  • 3D Printer track mats
  • 3D Printing Filters