Refund policy

1. OVERVIEW

At Orchestral Parts, we want you to be completely satisfied with your purchase. This policy explains your rights regarding returns and refunds.

Key Points:

  • 14-day return period for consumers (EU law)
  • 2-year legal warranty for all customers
  • Full refund for returns within terms
  • Free return shipping for defective products
  • Business returns evaluated case-by-case


2. WHO CAN RETURN?

2.1 Consumers (Private Customers)

Right of Withdrawal: EU consumers have unconditional right to return products within 14 days.

Definition: Natural person purchasing for purposes unrelated to business, commercial, craft, or professional activity.

2.2 Business Customers

No statutory right to return, but we may accept returns as commercial courtesy (see Section 5).

 

3. CONSUMER RETURNS (RIGHT OF WITHDRAWAL)

3.1 Return Period

14 calendar days from date of product receipt.

Example: Product received on January 1st → Can return until January 15th.

3.2 Eligible Products

✅ Can be returned:

  • Standard catalog products
  • Unused items in original condition
  • Products with intact packaging and labels

❌ Cannot be returned (exclusions):

  • Customized/made-to-order products (made to your specifications)
  • Products opened and used (where sealed for hygiene)
  • Products that deteriorate rapidly
  • Products mixed inseparably with other items after delivery

Exclusions are clearly marked on product pages.

3.3 How to Return (Step by Step)

STEP 1 - Notify Us

Within 14 days of receiving product, notify your intention to return:

Option A - Email (Recommended):
  • Send to: returns@orchestralparts.com
  • Include: Order number, product(s) to return, reason (optional)
Option B - Withdrawal Form:
  • Download: Withdrawal Form
  • Complete and send to: returns@orchestralparts.com
Option C - Clear Statement:
  • Any clear statement expressing wish to withdraw
STEP 2 - Receive Return Authorization

We'll reply within 24-48 hours with:

  • Return authorization (RMA number)
  • Return shipping instructions
  • Return address confirmation
STEP 3 - Pack Securely
  • Use original packaging if possible
  • Protect items with bubble wrap or similar
  • Include RMA number inside package
  • Remove/cover old shipping labels
STEP 4 - Ship Product
Within 14 days of withdrawal notification:
  • Ship to return address provided
  • Use tracked shipping (strongly recommended)
  • Keep tracking number and proof of shipping
  • You bear return shipping cost

Return Address:
OP Store – Orchestral Parts
Address : Via Strada Nuova 20/5B – 27029 – Vigevano(PV) IT  

STEP 5 - Receive Refund

After we receive and inspect returned product (see Section 3.6).

3.4 Product Condition Requirements

Products must be returned:

✅ Acceptable:

  • Unused (not installed on instrument)
  • Original packaging intact
  • All accessories, labels, documentation included
  • In condition allowing resale as new
  • Examined to verify characteristics (like in physical store)

❌ Not acceptable:

  • Installed on instrument or attempted installation
  • Signs of use, wear, or modification
  • Missing parts or accessories
  • Damaged packaging preventing resale
  • Altered or modified products

Depreciated Value: If product returned in unacceptable condition, we may deduct depreciated value from refund (proportional to reduced value).

3.5 Return Shipping Costs

Consumer responsibility: You bear direct cost of returning products.

Approximate costs (for your information):

  • Italy: €5-15
  • EU: €10-25
  • Rest of world: €15-50

Our recommendation: Use tracked shipping with insurance for your protection.

3.6 Refund Process

Timing:

  • Refund issued within 14 days of receiving returned product
  • Or within 14 days of withdrawal notification if you provide proof of return before deadline

Method:

  • Same payment method used for purchase
  • Bank transfer if original method unavailable (provide IBAN)

Amount refunded:

  • ✅ Full product price
  • ✅ Outbound shipping costs (if you paid)
  • ❌ Return shipping costs (your expense)
  • ❌ Any depreciated value (if product not in acceptable condition)

Refund notification: Email confirmation when refund processed.

Processing time by payment method:

  • Credit/Debit card: 5-10 business days
  • PayPal: 1-3 business days
  • Bank transfer: 2-5 business days


4. LEGAL WARRANTY (2 YEARS - ALL CUSTOMERS)

4.1 What Is Legal Warranty?

Separate from right of withdrawal. Legal warranty protects you if product is:

  • Defective
  • Not as described
  • Not fit for normal purpose
  • Non-conforming with order

Duration:

  • 2 years from product delivery
  • Applies to ALL customers (consumers and businesses)

4.2 When to Use Warranty vs. Return

Use warranty if:

  • Product defective or non-conforming
  • After 14-day return period expired
  • Product was customized (no return right)

Use right of withdrawal if:

  • Within 14 days of receipt

4.3 How to Make Warranty Claim

STEP 1 - Contact Us

Email:  orchestralparts.service@gmail.com

Include:

  • Order number
  • Product details
  • Defect description
  • Photos or video showing issue
  • Date defect discovered

Timing:

  • Consumers: Report within 2 months of discovering defect
  • Businesses: Report within 2 months of discovery (mandatory)

STEP 2 - Assessment

We'll assess claim and may request:

  • Additional photos/video
  • Product return for inspection
  • Professional luthier assessment

STEP 3 - Resolution

If defect confirmed, you can choose:

1. Repair (free of charge)

  • Completed in reasonable time
  • Without inconvenience to you

2. Replacement (free of charge)

  • Same product or equivalent model

3. Price Reduction (partial refund)

  • If repair/replacement impossible or disproportionate

4. Full Refund (contract termination)

  • For serious defects
  • If repair/replacement failed

4.4 Return Shipping for Warranty

Seller covers costs: For confirmed defects, we provide:

  • Prepaid return label, OR
  • Reimbursement of return shipping costs

Your responsibility temporarily: Ship product first, we reimburse after defect confirmed.

4.5 Warranty Exclusions

Warranty does NOT cover:

❌ Normal wear and tear

  • Natural aging of materials
  • Normal wood grain variations

❌ Improper use

  • Installation by unqualified person
  • Use for unintended purpose
  • Neglect or lack of maintenance

❌ Accidental damage

  • Drops, impacts, water damage
  • Damage during transportation (after delivery)

❌ Modifications

  • Alterations by customer or third party
  • DIY repairs or adjustments

❌ Defects notified before purchase

  • Explicitly disclosed characteristics

4.6 Burden of Proof

First 6 months (consumers only):

  • Defect presumed to exist at delivery
  • Seller must prove otherwise

After 6 months (all customers):

  • Customer must prove defect existed at delivery
  • Professional luthier assessment may help

 

5. REFUND DETAILS

5.1 Processing Time

After receiving returned product:

  • Inspection: 1-3 business days
  • Refund processing: Immediate after approval
  • Bank processing: Varies by payment method

Total time: Typically 5-14 days from our receipt of product.

5.2 Refund Methods

Priority order:

  1. Original payment method (automatic)
  2. Store credit (if requested)
  3. Bank transfer (if original method unavailable - provide IBAN)

Cannot refund to:

  • Different payment method than used
  • Different person than purchaser
  • Cash (unless purchased in person)

5.3 Partial Refunds

Issued when:

  • Product returned not in acceptable condition
  • Missing parts or accessories
  • Damaged due to customer handling

Calculation: Proportional to reduced value of product.

5.4 Refund Denials

We may refuse refund if:

  • Return not authorized (no RMA)
  • Product not returned within deadline
  • Product altered, damaged, or used
  • Not eligible for return (customized, etc.)
  • Return suspected fraudulent

Notification: We'll email explanation within 48 hours of inspection.


6. CONTACT INFORMATION

Email: orchestralparts.service@gmail.com
Response time: 24-48 hours

General Support

Email: orchestralparts.service@gmail.com
Phone: [+39 333 900 9110]
Hours: Monday-Friday, 9:00-18:00 CET

 

7. POLICY CHANGES

We may update this policy to reflect:

  • Legal changes
  • Operational improvements
  • Customer feedback

Changes notified via:

  • Email to registered customers
  • Update date on this page
  • Website notice

Current version always available at: https://opstore.it/policies/shipping-policy

 

OP Store – Orchestral Parts Store
VAT Number:IT12838590961

This Refund and Returns Policy complies with EU Consumer Rights Directive 2011/83/EU, Italian Consumer Code (D.Lgs. 206/2005), and applicable consumer protection laws.