Customer Service (mon-fri 8:00-17:00): (+34) 650 80 60 22

Return and Cancellation Policy

Xviolins is committed to ensuring satisfaction for all customers who purchase its products. As a on-line store, Xviolins relies on its Return and Cancellation Policy to help ensure this satisfaction.

Order cancellation

The customer may cancel an order only if it's not yet processed and billed.

To cancel an order you only have to report us by e-mail (4FQ.A3GRFG1W@ASK3Y1@), providing the order number you want to cancel. You will find your order number on your confirmatory email.

If you choose “bank transfer” as payment method and the money transfer is done, you may provide us your bank account number to make the refund.

 

Order return

¿When and why can I return an order?

May succeed the next situations in the return process:

The item received had suffered transportation damages. You have to notify us any transport damage sending an e-mail to our Customer Service (4FQ.A3GRFG1W@ASK3Y1@), within 24 hours after receiving the package.

When receiving the package, open it and check de goods. Make sure the items are in good conditions and didn't suffer transportation damages. Detectable transportation and packaging damages must be confirmed in written form by the transportation company upon delivery, the package must be rejected and reported by the customer to our Customer Service by e-mail to 4FQ.A3GRFG1W@ASK3Y1@ within 24 hours after de reception.

Remember that we only have 24 hours to apply de insurance, so you may send us a report within this period to the e-mail 4FQ.A3GRFG1W@ASK3Y1@.

The item that I bought don't satisfy me and I want to return it. You have 7 working days since the reception of your order to return it. Yo have to get in touch with our Customer Service, by phone or by e-mail.

You must follow the instructions of our Customers Service about the return shipping.

In case the customer is unable to return any or all of the received goods and benefits or in case he returns them in a diminished state, the customer shall compensate us for the lost value.

The customer will deal with all the transportation and management bills.

The product is defective and I'm within the term of 7 working days after the order reception.

If you detect any function defective in the product within the 7 working days after the order reception, you can return it.

You have to get in touch with our Customers Service, by phone or by e-mail to 4FQ.A3GRFG1W@ASK3Y1@and start processing the return.

You must follow the instructions of our Customers Service about the return shipping.

Important:you must return your item in the same condition you received it. In case that our Customers Service determines that reportedly defective merchandise has been used, handled or in a diminished state, Xviolins will not accept de return, and in case of accepting it, will not return the total order amount.

The money refund will be effective within a period of 21 working days.

 

Requirements for an order return

Make sure you fulfil with all the requirements:

  • You are within the prescribed period: up to 7 working days from the order reception

  • You have contacted our Customer Service to communicate your decision

  • The item must be in its original packaging (unopened)

  • The item must be in perfect condition

  • The item must be returned with all documentation including

  • The item must be returned with the original form back perfectly completed

  • The product must be properly packaged to avoid incidents or damage in transit. This requires that products be protected by smaller additional external packaging, as received in your home. For larger products not required external packaging protecting the original, however, it is important that you make sure that the product is shipped safely protected inside the original box that includes protections designed for this purpose (corks, Styrofoam, bubble wrap, etc.) and avoiding any kind of manipulation in it.

Important: For any questions concerning the proper shipping to Xviolins, you can contact our Customer Service department, where happy, we will attend and resolve all your doubts.



Exceptions:

The return for withdrawal of these products will not be possible at any time:

  • Strings, parts, spare parts and other accessories whose precinct / original packaging has been damaged or opened.

  • All goods requiring direct contact with body parts such as earrings and necklaces, which the packaging has been unsealed or detected the slightest signs of use.

  • Clothing whose packaging has been opened

  • All wind instruments for hygiene reasons

  • All musical instruments that have signs of having been used more than necessary to make the decision.

  • All kinds of products that require professional fixture and attached after the purchase, such as audio equipment.

  • All kinds of products of Gifts range whose seal / packaging has been damaged or opened



Important: consumers shall be considered legal or natural persons acting in an area outside business or professional activity. Xviolins not accept returns for withdrawal by companies or freelancers.

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