Returns and Refund

This policy applies to purchases made online at www.melodicamusicstore.com and does not include any purchases made from a Melodica branch.  Melodica Music Store only accepts returns through the returns process set out below.  If an item is not returned according to the Returns and Refunds policy, Melodica Music Store is under no obligation to accept the return or refund of any item(s). 

6.1        Return by Post/Courier

6.1.1    Damaged or Faulty Items

  • Melodica Music Store hopes that the customer is happy with every delivery however Melodica Music Store understands that items can be damaged in the delivery process.
  • If the item arrives damaged or faulty, the customer may notify Melodica Music Store of the intention to return by logging in to “My Account” and clicking on “Return” and completing the Returns Form.
  • Damaged or faulty items are classified as:
  • The Product(s) is defective
  • The Product(s) was damaged in transit
  • A manufacturer advice requests that a Product(s) be returned
  • The Returns Form must be completed within 24 hours of delivery and all items must be returned with 7 working days of delivery for a replacement item to be sent.
  • If the return is not initiated and the Returns Form is not completed and received within 24 hours of delivery, the item(s) can unfortunately not be exchanged and the item will be subject to the manufacturer’s warranty. See below for further information on warranties.   
  • Please include the original invoice in the return parcel. Returns will be delayed if the original invoice is not included in the return parcel. 
  • Upon receiving the returned item(s), passing a quality check and being tested by a Melodica service technician, a replacement product will be shipped if the item(s) is deemed to be damaged or faulty.
  • In the unlikely event that Melodica cannot provide a replacement item(s), the Customer Care team will contact the customer and provide the customer with alternative options.
  • If there are no alternative options, Melodica Music Store will refund the total amount for the item(s) and the delivery charge related to that item(s). If there were multiple item(s) on the delivery, only the relevant delivery costs will be refunded. 

 

6.1.2    Incorrect Item

 

  • Melodica Music Store strives to ensure that every delivery Melodica Music Store sends is correct.
  • If the customer receives an incorrect item, the customer may notify Melodica Music Store of the intention to return by logging in to “My Account” and clicking on “Return” and completing the Returns Form.
  • The Returns Form must be completed within 24 hours of delivery and all items must be returned with 7 working days of delivery for a replacement item to be sent.
  • If a Returns Form is not received within 24 hours of delivery, the item(s) can unfortunately not be returned and exchanged.
  • Please include the original invoice in the return parcel.
  • Upon receiving the returned item(s) and passing all quality checks, the correct item(s) will be dispatched.

 

6.1.3    Unwanted Item

 

  • If the item(s) arrives and it’s not what the customer expected, the customer may notify Melodica Music Store of the intention to return by logging in to “My Account” and clicking on “Return” and completing a Returns Form.
  • All refunds for unwanted items will be refunded as per the below table, minus any bank charges and delivery costs.
  • Customers must include the original invoice in the return parcel. Returns will be delayed if the original invoice is not included in the return parcel.   
  • Unwanted items have the following refund actions:

 

Returns Form Received

Returned Item(s) Received

Refund Action

Within 24 hours of delivery

Within 7 working days

Refund minus bank charges and delivery costs as per “Refunds” herein.

Within 24 hours of delivery

Between 7 – 14 working days

Credit to Melodica Online Account minus bank charges and delivery costs

Between 24 hours – 7 working days

Between 7 – 14 working days

Credit to Melodica Online Account minus bank charges and delivery costs

After 7 working days

After 14 working days

No Refund Action

 

6.1.4      Refunds

 

  • The following items are not eligible for refund or exchange:
  • Music Books
  • Magazines
  • Service, piano tuning, delivery and installation charges are non-refundable once performed.
  • Upon receipt of a returned item(s), a quality check will be conducted to ensure all items are returned in their original condition.
  • Melodica Music Store aims to process all refunds within 14 days of receiving the returned item(s).
  • Please note that the bank or credit card company may need additional time to post the money to the account. 

  • Credit to the customers Melodica Online Account can be used on www.melodicamusicstore.com for future online purchases. Credit cannot be used in store. 
  • Subject to the Returns and Refund Policy exclusions and upon inspection and approval of the returned item(s), Melodica Music Store will process a refund of the returned item(s) as per the following method:

 

Payment Method

Refund Method

Credit or Debit Card

Credit or Debit Card

Cash on Delivery

Credit to Melodica Online Account

 

6.1.5      Missing Item(s)

 

  • Melodica Music Store strives to ensure that every delivery Melodica Music Store sends is correct.
  • If upon receiving the delivery, the customer notice than an item(s) is missing, please contact the Customer Care team at info@melodicamusicstore.com quoting the order details – order number, missing items product number, full name, telephone number and email address used for the order.

 

6.1.6    Return Delivery Costs and Proof of Postage

 

  • Depending on the options available in the country, the customer may be responsible for the cost of returning an item(s).
  • If the customer is responsible for the cost of retuning an item(s), this total amount must be paid by cash to the courier upon collection of the return package.
  • Customers must retain all proof of postage. As the parcel remains the customer’s responsibility until it arrives back with Melodica Online Store, ensure that the customer get proof of postage in case the customer need to contact us about the return. 
  • If the package is lost and the customer does not have proof of postage, no refund will be provided.
  • For costs relating to returns, click here and select the country in the dropdown.

 

6.1.7    Responsibility

 

  • Returned items are the responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way.
  • All returned items should be sent in their original condition and packaging including tags, instruction manuals, cables etc.
  • If an item is returned to Melodica Music Store and it is missing, damaged, used or in an unsuitable condition, Melodica Music Store will not be able to give the customer a refund or exchange and Melodica Music Store may have to send it back to the customer (and ask the customer to cover the delivery costs).
  • Alternatively, Melodica Music Store (at its sole discretion) may choose to reduce the refund to reflect any reduction in the value of an item.
  • Due to health and hygiene reasons, the following items cannot be returned:
  • Recorders
  • Reeds for wind instruments
  • Ballet tights/leggings
  • Melodica Music Store is not responsible for any items that are returned by mistake. If Melodica Music Store can locate the items and the customer would like these returned to the customer, Melodica Music Store will ask the customer to cover the delivery cost.

6.1.8    Fair Use

  • If Melodica Music Store notices an unusual pattern of returns activity, for example, Melodica Music Store suspects a customer has used the product and then returned or if a customer is ordering and returning many items, even more than our loyal Melodica customers would order, Melodica Music Store reserves the right to deactivate the account and any associated accounts.
  • If this happens to the customer and the customer thinks Melodica Online Store may have made a mistake, please contact the Customer Care team at info@melodicamusicstore.com.
  • Melodica Music Store reserves the right to take legal action against any customer if the items returned do not match what was ordered.

 

6.1.9      Warranty

 

  • All products offered have a warranty for a period of twelve months for electronics defects only unless otherwise stated from the date of the original invoice.
  • Warranties exclude faults caused by accidents, neglect or misuse.
  • Warranty length depends on the product. Please check the product page for further information. 
  • Accessories and batteries are not covered under warranty.
  • Warranty extensions can be purchased with an item.