I have received a faulty / damaged product, what can I do?

We know that it is not always easy to buy online, and it may happen that the purchased product is not in line with what was expected. In this case, you can avail yourself of the right of withdrawal.

As you well know, the Right of Withdrawal is exercised within 14 days of receipt of the goods for all suitable products *.

Fill out the relevant form within 14 days of receipt of the product to start the return procedure.

EXCLUSION

* The right of withdrawal is excluded for the following products:

• Products made to measure or modified by the customer's will.
• Software
• Audio-visual products
• Sound cards, where LE license key software is included in the package

* The right of withdrawal also excludes purchases made by resellers or by subjects who in any way purchase for resale to third parties

As you well know, the Right of Withdrawal is exercised within 14 days of receipt of the goods.

MusicalStore2005 extends the standard Right of Withdrawal, that is, the return within 14 days of the product without giving any reason, up to 30 days with the replacement of another product of your choice or with a MusicalStore2005 voucher (non-refundable).

The extension is valid on all items sold and shipped by MusicalStore2005.com.

How does it work?

If you have noticed after 14 days of receipt that the purchased product does not meet your needs, MusicalStore2005 offers for all eligible products

* the possibility of replacing it with another product in the catalog or a MusicalStore2005 purchase voucher (non-refundable).

Fill out the relevant form within 30 days of receipt of the product and you will be contacted directly by one of our operators to arrange the replacement.

EXCLUSION

* The right of withdrawal is excluded for the following products;

• Products made to measure or modified by the customer's will.
• Software
• Audio visual products
• Sound cards, where LE license key software is included in the package

* Purchases made by resellers or by subjects who in any capacity purchase for resale to third parties are excluded from the right of withdrawal

TRANSPARENCY

In compliance with the principles of transparency MusicalStore2005.com undertakes to guarantee the best service offered, for more information consult the relative form.

Even if rarely, it can happen that a product arrives defective or damaged and the causes can be various and due to the shipment itself or to a problem originally of the parent company. If you have received a defective and / or damaged product, first fill out the return form within 14 days of receipt of the product, specifying in detail, in a clear and orderly manner, the problem encountered and attaching photos.

• Log in to MusicalStore2005.com
• Return Request

Then continue with the guided procedure to complete the return procedure.

Note:

In some special cases we may ask you for additional information such as;

1. Label image placed on the outside
2. Complete image of the external packaging
3. Video proof of the defect found and how to replicate it in the laboratory

You will then receive instructions to organize the return of the product and, once it arrives at our logistics center, we will inspect it and proceed with the replacement or refund as soon as possible.

After entering a return practice (see here how to enter a return practice) and having received the approval from MusicalStore2005 you have 14 days from the approval of the return practice to organize the return of the goods. Subsequently the system will proceed to the closure of the return procedure automatically, any deliveries after the 14th day at our logistics center will not be accepted.

As you well know, the Right of Withdrawal is exercised within 14 days of receipt of the goods.

The return request can be reached in your personal customer area:

• Log in to MusicalStore2005.com
• Return Request

Then continue with the guided procedure to complete the return procedure.

You will then receive instructions to organize the return of the product and once it arrives at our logistics center we will inspect it and proceed with the replacement or refund as soon as possible.

In the event of a return, the refund will be made using the card or payment method used during the purchase. By law, this must be done within 30 days of returning the products. On average MusicalStore2005 makes the refund within 7 working days.

The refund is processed automatically by the system with the same payment method used during the purchase and will be visible on your bank account or credit card statement within the next 7 working days.

For more information on the status of your credit, we recommend that you contact the customer service of your bank or the manager of your credit card.

N.B.

If you used Oney or ScalaPay as a payment method, the refund will be equal to the installments already paid and the blocking of future debits.

For more information on the accreditation status, it is advisable to contact Oney or Scalapay customer service.

There are cases where a partial refund may be received. We have collected the main reasons in the following list:

• the returned product is different from the one shipped
• the returned product has obvious signs of wear or use
• the returned product has packaging, damaged or missing original packaging
• the product was returned without the original accessories included (manuals, internal packaging, power supplies and cables, etc.).
• the returned product has a different serial number from the one shipped
• the reason for the damaged / non-functioning return was not found in the laboratory
• I did not provide any reasons at the time of the return request
• Unreported or omitted defects were found in the return practice

If you think that your case is not among these reasons, you can write to us using the form below:

In this short guide we illustrate the main tips and attention to be paid before sending a return to our logistics center.

1. Make sure you include the original accessories, manuals and packaging.

Example: (power cable, installation CD, user manuals, etc.) otherwise it will not be possible to replace or repair.

2. Make sure you pack the product with care and common sense so that it arrives at our fulfillment center undamaged.

Example: use the same package that was sent to you or add another one to make shipping safer.

3. Make sure you include a copy of the return label inside the package in order to facilitate the return process.

The return will not be accepted if the product does not have the original content and has visibly damaged or missing packaging.

MusicalStore2005 remains not responsible under any circumstances for goods returned broken by the courier. This eventuality will be communicated to the customer immediately. This eventuality will result in a re-sending to the sender with the burden of all costs incurred.

Further information can be found on the Terms and Conditions of Sale page regarding article 8 Warranty on products sold on MusicalStore2005.com

The right of withdrawal is excluded and does not apply to Contracts concluded with Professional Customers and Business Customers.

is meant by

professional: the natural or legal person who acts in the exercise of his / her business, commercial, craft or professional activity, or an intermediary.

Simplifying, all the above professionals are excluded from the right of withdrawal.

1. All purchases whose delivery is completed within a store.
2. All audiovisual products or computer software, sound cards, midi controllers where software with LE license key is included in the package, which have been opened or activated by the consumer.

It excludes the costs of delivery to the recipient which constitute a service which the latter has used.

Consumer or user: the natural person who acts for purposes unrelated to any entrepreneurial, commercial, craft or professional activity carried out.

Simplifying, all the consumer users referred to above remain included in the right of withdrawal.