Please note that the following notices are not a prerequisite for the effective exercise of the right of revocation.
You have a complaint. What should you do?
Germany:
- Step 1: Contact
Contact us and tell us where the problem lies. Please keep your customer or invoice number ready when making complaints via telephone and always include them in emails.
- Step 2: Freewayticket
We will send you a Freeway ticket via email (also by post if desired), with which you can ship the goods to be returned back to us free of charge with DHL. If necessary, we will organize the return shipment by UPS or a forwarding agent (if the shipment is heavier than 31.5 kg).
- Step 3: Packing and Mailing
Please re-pack the goods to be returned (packing instructions), preferably exactly as you received them from us. Apply the freeway ticket to the package and simply drop it at the post office. You will not incur any costs. Important: You will find the delivery receipt on the left side of the freeway ticket. Please have this acknowledged by the post office and keep it safe until you are sure that your return has arrived with us.
In case of a defect, we will replace the item within the first 14 days after purchase, if it is available. Please note that an exchange is only possible if the item is sent back to us in the original packaging and including all accessories.
You can, of course, return a defective item without notice to the address given in the return form (MUSIC STORE professional GmbH, Istanbulstr. 22-26, 51103 Cologne, Germany). We would like to ask you to contact us beforehand. This way we can eliminate any ambiguities directly and we can process your complaint faster.
Austria, Switzerland and Luxembourg:
Contact us and tell us what the problem is. Please keep your customer or invoice numberb> ready for telephone complaints and always include them in emails.
In case of a defect, we will replace the item within the first 14 days after purchase, if it is available. Please note that an exchange is only possible if the item is sent back to us in the original packaging and including all accessories.
You can, of course, return a defective item without notice to the address given in the return form (MUSIC STORE professional GmbH, Istanbulstr. 22-26, 51103 Cologne, Germany). We would like to ask you to contact us beforehand. This way we can eliminate any ambiguities directly and we can process your complaint faster.
General Information on Returns
- Please keep the original packaging (including outer packaging and filling material) for the full 30 day return period. We recommend that you store the original packaging even beyond the 30-day return period. In the case of a complaint, the return transport is therefore safer; In addition, possible replacement deliveries can only be made when the items, including the original packaging, are returned to us. We reserve the right to charge a depreciation fee for items not returned in the original packaging.
- Guitars and basses in particular, are not adequately protected in the mostly triangular manufacturer's box. Please do not return guitars and basses in this manufacturer's original packaging only. Always use additional outer packaging and padding material. Also, the shipping of a guitar or bass in a gig-bag is expressly not recommended.
- For keyboards and synthesizers, please also use the original or another adequate outer packaging with padding, especially at the corners. Shipping in a bag is expressly not recommended.
- When returning item due to dissatisfaction, the items must be in perfect working condition. Torn or missing wrappers, damaged original boxes, dirt traces or scratches on the device or instrument, missing styrofoam padding or compression of the original leads to a deprecation in the value of the goods, which we must invoice.
- Please do not apply labels or write over labels on the manufacturer's box. Impact-sensitive goods (electronic devices and instruments) must be surrounded by sufficient filling material on all sides when returned in the outer packaging. This is the only way to ensure insurance coverage for transport damage. Use either our outer packaging or your own.
- Should a loss of value result from the non-compliance of the above points, we are unfortunately obliged to charge value reduction fees.
- And finally: Please include your completed return form with your return. In the case of a defect, please provide a description of the error.
In general: If you pack your return exactly as you received it from us, you are on the safe side. If you have any questions about packaging your return, please do not hesitate to contact us. Together, we can clarify whether your packaging can ensure the safe return of your items.
Shipping Damage? Please note!
- In the unlikely event that your order has been damaged during transport, there are some specifics which we ask you to observe, so that a smooth and fast handling is ensured and so that we can get you your replacement delivery as soon as possible.
- There are deadlines in the event of damage during transport, so we ask you to contact us as soon as possible, at the latest three days after receipt of the delivery.
- We then organize everything for you, including return shipping and replacement delivery. Please package the items exactly as you received them. If the transport damage is already noticeable on delivery, please let this be confirmed by the delivery person in writing.
- If the delivery was completed via post (DHL), please report transport damage to the nearest DHL branch. To do this, please repack the goods damaged during transport, exactly as you received them, and return them to the post office.
- Fill out the DHL damage report form together with the DHL employee for a package or packages with proof of transport damage. Request forwarding to the damage inspection and a subsequent return to the sender. Please contact us in the event of damage also by delivery via post (DHL) within three days.
Contact
Complaints can not always be completed in five minutes. If it is not possible for you to reach us immediately at the following phone number:
+49 221 8884-1800 Then please use one of our other contact possibilities:
Please be patient - we will contact you as soon as possible.
Your Music Store customer service
