Returns & Withdrawal

This page explains the practical return and withdrawal procedure for customers in the European Union. The legal details are included in our Terms and Conditions.

Can I withdraw from my order?

EU consumers have the statutory right to withdraw from a purchase within 14 days after receiving the product, without giving a reason.

How do I request withdrawal?

If you have a customer account

Log in to your customer account.
Open My orders.
Open the relevant order.
Click Request withdrawal.

The withdrawal request is then registered automatically in the webshop. You do not need to send a separate email if the withdrawal button is available.

If you ordered without a customer account

You have exactly the same right of withdrawal and the same statutory time limits. Send an unambiguous withdrawal request to r.engelman@upcmail.nl within 14 days after receiving the product.

Please include:

Your full name and the email address used for the order.
Your order number, if available.
A clear statement that you wish to withdraw from the purchase.

Creating an account is not required to exercise your right of withdrawal. After notifying us, return the product within 14 days under the same return conditions described below.

Return shipping

The direct costs of return shipping are the responsibility of the customer. Returned products must be packaged carefully and shipped using a traceable shipping method. For valuable instruments, insured return shipping is strongly recommended.

Condition of the product

You may inspect and test the product only to the extent necessary to establish its nature, characteristics and functioning, as would reasonably be possible in a physical store.

Damage, missing parts, replaced parts, modifications or excessive use may result in a reduction of the refund amount where permitted by law.

Refund

A withdrawal request does not automatically result in an immediate refund. The returned product will first be received and inspected. We may withhold reimbursement until the product has been received or until proof of return shipment has been provided, whichever occurs first.

If the online function is unavailable

If the digital withdrawal function is temporarily unavailable, you may always exercise your right by email at r.engelman@upcmail.nl.

Used and vintage instruments are described and photographed as accurately as possible. Please review the product photos and description carefully before ordering.