General Terms & Conditions

Shipping Deals:


Grandvideoke.com offers FREE shipping worldwide!

Free shipping offer applies to purchase of any Grand Videoke model or at least 2 Song Transfer Packs (worth $138).

A minimum surcharge of $26 applies to deliveries to remote areas.


Note: The tax/duty assessment is entirely up to your host country and will be the customer’s responsibility if any is applied. Grandvideoke.com will only shoulder Philippine-side tax/duty and licenses. Refund is not allowed for parcels that were not delivered due to the refusal of the recipient to pay the applied tax/duty.


Shipping Lead-time and Tracking Information:


Our order processing and delivery leadtime is 7-10 business days.

You will be notified via email once your order is validated and shipped, together with the tracking number of the shipment.

You may track the shipment of your order at Fedex Online tracking system: https://www.fedex.com/en-ph/tracking.html



IMPORTANT: The product warranty does not include possible freight charges (inbound/ outbound) in case the product needs to be transported back to the Philippines.
Customer shall shoulder both shipping cost and must be prepaid and insured.



Order Cancellation

Email us at  sales@grandvideoke.com immediately during our regular business hours to speak with one of our sales representatives for order cancellation. Grandvideoke.com is not responsible for charges relating to unconfirmed cancellation through email or voice messages. We will try our best to cancel your order prior to shipping. Once that package is shipped, no cancellation will be accepted.


Returns & Refunds


If you wish to return a merchandise, kindly email us at sales@grandvideoke.com within seven (7) days of receipt of merchandise. Upon approval, we will send you a return authorization number and shipping instructions via email. You may return any merchandise for any of the following reasons:


* Incorrect item shipped
* Defective Items


The product must be in its original delivery condition and must be returned prepaid and insured for the whole purchase price. We will issue full refund less shipping cost for items that are returned in its original delivery condition. For returns with missing parts/accessories, the cost of replacement shall be charged to the customer. If the unit is damaged due to customer misuse, a restocking fee of 10% to 25% will be charged to the customer, the exact amount of which will depend on the extent of the damage.


Digital product such as the GV Song Update Volume- Authentication Code is not eligible for return or refund.



IMPORTANT:
  1. Refund is not allowed for parcels that were not delivered due to the refusal of the recipient to pay the applied tax/duty.
  2. We reserve the right to not accept items without an authorization number.


Warranty & Repair Concerns


1. For local repairs, please contact our service centers near to your location:

  1. NCR: 1081 EDSA Balintawak, Quezon City
    Office Hours: 9AM to 5PM, Monday to Friday (except holidays) Philippine Time (0800 GMT)
    Globe 0915-751-1359
    Smart 0908-165-7972
    Tel: 8-362-3898 Local 876
    Contact Person: Jayson Isip

  2. Visayas: Unit-1G, Square One Bldg., 232 Lopez Jaena St., Tipolo Mandaue City.
    Office Hours: 9AM to 5PM, Monday to Friday (except holidays) Philippine Time (0800 GMT)
    0946-298-2713
    Contact Person: Wilvirmar Melmida

  3. Mindanao: Door #5 Lot 2-778 JPCG Bldg. Mt. Mayon St. Poblacion Brgy. 7-A. Davao City
    Tel: (082) 321-4840
    Office Hours: 9AM to 5PM, Monday to Friday (except holidays) Philippine Time (0800 GMT)
    0925-496-3542
    Contact Person: Liezel Enciso

2. For items bought from our website:


Email us at  customerservice@grandvideoke.com   prior to sending your unit to us. Kindly accomplish also the service form that we will send you by email. We will send you an authorization number and shipping instructions within 24 hours. Note that the unit must be sent to us prepaid and insured for the whole purchase price. We will repair the unit for free. If certain parts need to be replaced, the corresponding fee for the replacement unit shall be charged to the customer. Customer shall also shoulder the shipping cost from Manila back to the customer’s location.



IMPORTANT: We reserve the right not to accept and service any unit that has no authorization number and properly accomplished service form.



3. For units that were flown/shipped out of the country:

Email us at  customerservice@grandvideoke.com prior to sending your unit to us. Kindly accomplish also the service form that we will send you by email. We will send you an authorization number and shipping instructions within 24 hours. Note that the unit must be sent to us prepaid and insured for the whole purchase price. We will repair the unit for free. If certain parts need to be replaced, the corresponding fee for the replacement unit shall be charged to the customer. Customer shall also shoulder the shipping cost from Manila back to the customer’s location.



IMPORTANT: We reserve the right not to accept and service any unit that has no authorization number and properly accomplished service form.