Returns and Exchanges Policy

At Musicplus.tn, customer satisfaction is our priority.
We have implemented a clear and compliant returns and exchanges policy to ensure you enjoy a secure and confident shopping experience.

1. Eligible and Non-Eligible Products for Return

Products eligible for return:

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

Products not eligible for return:

• Customized or made-to-order products.

• Products that, after delivery, are inseparably mixed with other goods (e.g., hardware with integrated software once activated).

• Sealed products opened for hygiene reasons (e.g., reeds, mouthpieces, harmonicas, microphones, and related accessories).

• Audio/video recordings and software unsealed after delivery.

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

ℹ️ Customers are responsible for any loss in value of returned goods resulting from handling 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 receiving the package.

• For multiple product orders, the period starts upon receipt of the last item.

• Return shipping costs are the responsibility of the customer.

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

3. Undelivered or Lost Packages

In case of a confirmed loss by our carrier:

• We will contact you to offer different solutions:

  • Resend the original product,

  • Send a replacement product with similar features,

  • Issue a credit note valid for 1 year,

  • Or provide a full refund.

⚠️ Important:
Failure to retrieve a parcel (missed delivery appointment, failure to pick up at a collection point) will result in the loss of the shipping cost contribution by the client.

4. Transport Damage

If your parcel arrives damaged (broken, missing items, or deterioration):

• Refuse the parcel immediately,

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

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

• Send a copy of this letter to:

Musicplus.tn - Customer Service
1, Rue du Charron, 44800 Saint-Herblain, France

⚠️ Note:
Generic comments like "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):

• Please fill out the contact form from your client account: My Account > Customer Support > "I have a technical problem with the product."

6. Defective Product or Breakdown Upon Opening

• Report any issue within 7 days of receiving the goods via your client account.

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

Return conditions:

• Items must be returned in their original packaging, with all accessories and documentation.

• Used, incomplete, or damaged items will be subject to paid repairs not covered by warranty.

For mainland France: returns will be handled via a prepaid return label.
For international returns: credit notes (up to €40 maximum) will be issued.

7. Return for Exchange

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

• If the new order is less expensive, a credit note or refund for the difference will be issued.

8. Return for Refund

• Refunds are issued within 14 days after receipt and validation of the returned product.

• Refunds will be made using the original payment method.
  (If you paid by bank transfer, please include your bank account details – RIB).

Late refunds:

According to the law:

• +10% penalty if refunded 30 days late,

• +20% if refunded within 60 days,

• +50% if refunded after 60 days.

9. Right of Withdrawal

In compliance with the Consumer Code:

• Withdrawal period: 30 days from receipt.

• Applicable only to individual (non-professional) customers.

• If you request the immediate execution of a service before the end of the withdrawal period, additional charges may apply.

10. Return Procedure

For any return:

• Fill out the return form printed on the back of your delivery note or download it online.

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

❗ Important:
We do not accept parcels returned by cash on delivery.

Summary

• 30-day return period for online purchases,

• Fast refund within 14 days,

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

• Streamlined return procedure to best protect your rights.