Return policy

Return and exchange policy

At Musicplusnl.com, customer satisfaction comes first. We have established a clear and compliant return and exchange policy to ensure that you can shop safely and with peace of mind.

1. Products that are and are not eligible for return

Products eligible for return :

  • Each item in original condition , complete (with packaging, accessories, manuals) and accompanied by the purchase invoice .

Products that cannot be returned :

  • Custom-made or made-to-order products.

  • Products that become inextricably mixed with other goods after delivery (for example, hardware with integrated software once it is activated).

  • Sealed products that have been opened for hygienic reasons (e.g. straws, mouthpieces, harmonicas, microphones and associated accessories).

  • Audio/video recordings and software are unsealed after delivery.

  • Incomplete, damaged, excessively used, or soiled products.

ℹ️ Customers are responsible for any diminished value of returned goods resulting from handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

2. General return conditions

  • The right of withdrawal applies to all online orders within 30 days of receipt of the package.

  • For orders of multiple products, the term starts running from the moment the last item is received.

  • The costs for return shipping are at the customer's expense.

Return shipping costs for bulky products (>30 kg):

Total weight Return costs (incl. VAT)
30 to 50 kg €50
50 to 100 kg €75
100 to 200 kg €100
200 to 300 kg €150
300 to 500 kg €200
More than 500 kg €250

3. Undelivered or lost packages

In the event of a confirmed loss by our carrier:

  • We will contact you to offer various solutions:

    • Resend the original product.

    • Send a replacement product with similar characteristics.

    • Issue a credit note valid for 1 year .

    • Or give back the full amount.

⚠️ Important : If you do not pick up a package (missed delivery appointment, failure to pick up at a collection point), you will lose the shipping costs you paid.

4. Transport damage

If your package arrives damaged (broken, missing items, or deteriorated condition):

  • Refuse the package immediately.

  • Clearly describe the damage on the delivery note (e.g. "open packaging", "damaged product").

  • Confirm the reservations to the carrier within 48 working hours by registered letter .

  • Send a copy of this letter to:

Musicplusnl.com - Customer Service 1, Rue du Charron, 44800 Saint-Herblain, France

⚠️ Please note: General remarks such as "subject to unpacking" are legally invalid. Reservations must be specific and detailed .

5. Non-conforming delivery

In case of a delivery error (wrong item or quantity):

  • Fill out the contact form via your customer account: My account > Customer Service > "I have a technical problem with the product."

6. Defective product or defect upon opening

  • Report any problems within 7 days of receipt of the goods via your customer account.

  • You will receive confirmation of acceptance for a standard exchange within 48 to 72 hours (subject to the return conditions).

Return conditions :

  • Items must be returned in the original packaging , including all accessories and documentation.

  • Used, incomplete, or damaged items can be repaired for a fee and are not covered by the warranty.

For mainland France: returns are handled with a prepaid return label. For international returns: credit notes (up to a maximum of €40) are issued.

7. Return for exchange

  • If the new order is more expensive , the customer must pay the difference.

  • If the new order is cheaper , the price difference will be refunded or a credit note will be issued.

8. Return for refund

  • Refunds are processed within 14 days of receipt and inspection of the returned product.

  • Refunds are made via the original payment method . (If you paid by bank transfer, please include your bank details – RIB).

Late repayments:

According to the law:

  • +10% penalty for repayment 30 days late.

  • +20% discount for repayment within 60 days.

  • +50% discount on repayment after 60 days.

9. Right of withdrawal

In accordance with the Consumers Act:

  • Withdrawal period : 30 days after receipt.

  • Applicable only to private (non-professional) clients .

  • If you wish to have a service performed immediately before the end of the cooling-off period, additional costs may be charged.

10. Return procedure

For any returns:

  • Fill out the return form printed on the back of your packing slip, or download it online.

  • Return the product in the original packaging , including all accessories and documentation.

❗ Important : We do not accept cash-on -delivery returns .

Summary

  • 30-day return policy for online purchases.

  • Fast refund within 14 days.

  • Tailored solutions for lost, damaged, or defective products.

  • A streamlined return procedure to optimally protect your rights.