Refund policy

For any request related to a return, refund, cancellation or damaged item, please use our order help centre. This helps us find your case faster and get back to you within 24 to 48 working hours.

We recommend contacting us directly before opening a claim with PayPal, Klarna, your bank or any other payment provider. In most cases, direct handling allows for a faster resolution.

Return and refund policy

We apply a 30-day return policy from the date you receive your order.

This policy includes:

• the legal 14-day right of withdrawal applicable to distance selling under the relevant regulations;
• a commercial extension up to 30 days, offered by Musique Shop under certain conditions.

1. Legal 14-day right of withdrawal

In accordance with the regulations applicable to distance selling, you have a period of 14 days from the date you receive your order to exercise your right of withdrawal, without having to give a reason.

To exercise this right, you must inform us of your decision to withdraw before the end of the 14-day period.

You can submit your request via our order help centre, through your customer account, via the live chat at the bottom left of your screen, or by email at: contact@musique-shop.fr.

2. Commercial return extension up to 30 days

Beyond the legal 14-day period, Musique Shop may accept return requests up to 30 days after receipt of the order, subject to approval by our customer service team.

For return requests made between the 15th and 30th day after receipt, the refund may be issued as a store credit valid for a future order, unless specifically agreed otherwise by our customer service team.

3. Return request required before shipping items back

No product should be returned without a prior request and approval from our customer service team.

To ensure your return is processed correctly, the return address is provided only after your request has been approved.

Depending on the product concerned, the return may be directed to our logistics department, after-sales service or an approved partner.

Any return sent without prior authorisation may be refused or may result in additional processing delays.

How do I request a return?

To avoid any processing error, please submit your request through our order help centre. Our team will review your case and explain the next steps.

4. Return acceptance conditions

To be accepted, the returned product must be:

• complete;
• clean;
• undamaged;
• not used beyond a reasonable inspection or trial;
• returned with all accessories, manuals, cables, protective items and supplied components;
• returned in its original packaging where possible.

We recommend protecting the product carefully before shipping it back. Any damage caused by insufficient packaging may result in a deduction, refusal of refund or partial refund only.

5. Products excluded or subject to specific conditions

Some products cannot be returned or may be subject to specific conditions, including:

• personalised products or items specially ordered at the customer’s request;
• opened or used consumables, such as strings, reeds, drumsticks, drumheads or wear parts;
• products showing signs of excessive use, impact, modification or improper handling;
• incomplete products or items returned without essential accessories;
• gift cards.

If you are unsure whether a product is eligible for return, please contact our customer service team before sending anything back.

6. Faulty, damaged or incorrect product

Please inspect your order as soon as you receive it.

If the product is faulty, damaged in transit, not as ordered, or if you received the wrong item, please contact us quickly with:

• your order number;
• a description of the issue;
• photos of the product;
• photos of the outer and inner packaging.

After review, our customer service team will explain the procedure to follow.

7. Return shipping costs

Return shipping costs are the customer’s responsibility in the case of withdrawal or a convenience return.

Return shipping costs may be covered by Musique Shop in the event of an error on our part, a faulty product or a confirmed non-conformity.

If a return label is provided by our customer service team, its cost may be deducted from the refund when the return shipping cost is the customer’s responsibility.

8. Refused parcels or carrier returns

If a parcel is refused by the customer, if the address is incorrect, if delivery attempts fail repeatedly, or if the parcel is not collected from a pickup point or carrier location, return, handling and reshipping costs charged by the carrier may be deducted from the refund.

A logistics handling fee of €45 may be applied where costs are incurred following a refused parcel or carrier return not caused by Musique Shop.

9. Refunds

After receiving and checking the returned product, we will inform you whether the refund has been accepted or refused.

If the refund is accepted under the legal right of withdrawal, it will be issued to the original payment method used for the order.

The time needed for the refund to appear may vary depending on your bank or payment provider.

For returns accepted between the 15th and 30th day, a store credit may be issued unless specifically agreed otherwise by our customer service team.

Need help with a return or refund?

For any request related to an existing order, please use our order help centre. This allows us to handle your case more clearly and more efficiently.

Customer service: +33 (0)3 88 36 33 58 — contact@musique-shop.fr