Refund policy
The statutory right of withdrawal pursuant to Section 355 of the German Civil Code (BGB) applies to the purchase of products via our online shop, which states that consumers can withdraw from the purchase contract within 14 days without giving reasons.
Please note: Renting instruments involves the temporary transfer of movable property, which is excluded from the right of withdrawal pursuant to Section 312g Paragraph 2 No. 9 of the German Civil Code (BGB).
This means: A rental contract for an instrument cannot be revoked or terminated early. The rental period and the associated costs remain in place even if the instrument is returned early. A refund of the rental price, even pro rata, is not possible. By completing the rental booking, you accept these conditions.
Returns
To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return process
To start the return process, you can log into your account here or using the account link in the main menu, using the same email address you used when ordering. There you will see a list of your recent orders and can start the return process. You will be able to select which items to return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how to pack and send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@sound-sculpture.de.
Returns in the offline shop & from workshop partners
When purchasing in our stationary store or from our workshop partners, there is no statutory 14-day right of withdrawal as there is when purchasing online. However, as a gesture of goodwill, we offer you the option of returning unused and undamaged goods within 14 days in exchange for a voucher. The goods must not show any signs of use. A refund of the purchase price is excluded.
You are responsible for any shipping costs incurred for the return.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As noted above, this excludes rentals and your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sound-sculpture.de.