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Claims and returns

Claims and returns

Is there anything wrong with the ordered product or it simply isn't to your liking? No worries! We will advise you on how you can claim the goods, or we will help you to return them with ease.

I want to file a claim about the goods or shipping

We offer only quality products from trusted brands. If the purchased product still does not work properly or the parcel is damaged during transport, we will arrange for a quick repair, replacement, or refund your payment.

 File a claim
I want to withdraw from the contract and return the product without giving a reason

Within 14 days you can withdraw from the purchase agreement, i.e. return the goods purchased in our e-shop without giving a reason.

 Return goods
How do I get in touch with the Claims Department?
You can contact our Claims Department by phone at: +421 2 5810 1755 or by sending an e-mail to: [email protected]. We are available daily between 9:00 - 17:30.
How do I file a claim?
Click on this link, select the type of complaint and initiate the claim settlement process.
How long does it take to settle a claim?
We handle complaints immediately, but no later than within 30 days, and for companies within 60 days.
What are the rules for filing a claim?
The General Terms and Conditions we follow are available on Terms and conditions website. If you are shopping as a consumer/natural person, you can read the detailed Warranty policy HERE. If you are shopping as a business person, use the link HERE.
How do I proceed when returning goods?
You can withdraw from the contract and return the goods without giving any reason within 14 days from the moment when you or a person appointed by you take over the goods. This right applies only to customers purchasing at our e-shop and does not apply to purchases made in our brick-and-mortar stores. After the expiration of this 14-day period, only those customers-consumers have the right to withdraw from the contract who placed the order as members of the Muziker Smile loyalty program. One of the advantages of the Muziker Smile membership is that you can withdraw from the contract even beyond the statutory period, at the latest within 30 days from the day when you or a person appointed by you took over the goods. If you exercise your right to return the goods within this extended period, i.e. between the 15th and 30th day following the day of delivering the goods, we will reimburse your payment in the form of a voucher for your next purchase in our e-shop. Another possibility to return the goods (withdraw from the contract) after the expiration of the 14-day statutory period is to purchase our Extended return additional service. This service enables a natural person to return goods at any time up to 60 days, and a legal entity up to 30 days. The service only applies to certain products and can only be purchased along with certain goods. Once the goods have been returned, we will reimburse the paid purchase price to you in the form of a financial payment. You can find more information in the section Returns.
Can I withdraw from the contract if I make a purchase on behalf of a company?
Yes, even a company can return the goods within 14 days.
Who bears the cost of shipping returned goods?
Returning the goods back to our warehouse is entirely your responsibility. This also applies to the costs involved.
Where do I send the goods that I want to return?
Before you return the goods, wrap them properly and write the withdrawal or claim number on the outside of the box or on the label with our address. This will enable us to quickly identify your parcel when it arrives. The returned goods are to be sent to this address:
Muziker (Return)
P3 2, 1102 Lozorno
900 55 Lozorno
But watch out! We cannot be held responsible for the condition in which we receive your parcel from the carrier. Therefore, before packing the goods for shipping, disassemble the goods to restore the condition in which they came from us and fill the box itself with material that will protect the goods from any damage during transport. If something happens to your consignment on the way to us anyway, we recommend that you quickly contact the carrier to whom you handed over the parcel and claim a compensation.
I want to exchange goods (e.g. because of incorrect size). How should I proceed?
We do not offer direct exchange of a product for another product. However, you can return the item as part of the withdrawal process. Please fill in our online form and follow the instructions, which will be then sent to you by email. If you are interested in a different product, you must create a new order.
Can I return any type of goods?
Definitely not. The law defines exactly which categories of goods cannot be returned. For instance, records, software, digital products, in-ear headphones, reeds for wind instruments and the like. We list all of the categories in our Terms and Conditions.
When do I get a refund for the returned goods?
We refund the payment for the returned goods or issue a voucher in that value no later than 14 days from the receipt of the parcel and the inspection of the returned goods. After the physical inspection of the returned goods, you will be sent an email confirming that your parcel has been delivered and inspected. To process the goods withdrawn from the contract, we have 14 days from the date we receive them in our warehouse. You will receive your money back by the same method you paid with. In case of express payments (PayPal, card, Apple Pay, etc.), the money will be credited to your account within 3 working days. Bank transfer usually takes 4-5 business days.