Refund and Delivery Terms

Refund Policy

30-Day Return Policy
- Customers may request a return within 30 days of receiving their order.
- Returns must be approved by our support team before the item is shipped back.
- Returns sent without prior authorization may not be accepted or refunded.
- Items returned for reasons other than defects must be unused, in original condition, and include all original packaging and accessories.
- The customer is responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Defective, Damaged, or Incorrect Items
- If your item arrives damaged, defective, incorrect, or does not function as intended, please contact us within 7 days of delivery.
- Photos and/or video evidence may be required to verify the issue.
- After review, we may offer a replacement, partial refund, or full refund depending on the situation.
- In some cases, we may provide a replacement without requiring the original item to be returned.
Returns for Customer Satisfaction
- If you are not satisfied with your purchase, you may request a return within 30 days of delivery.
- The item must be returned to the return address provided by our support team after approval.
- Original shipping, handling, and return shipping costs are non-refundable.
- Refund requests based on personal preference, product expectations, or dissatisfaction with product characteristics may require the item to be returned before a refund can be issued.
Alternative Resolution
- In some cases, we may offer a partial refund without requiring the item to be returned.
- If accepted, the customer may keep the item and receive the agreed partial refund.
- Acceptance of a partial refund constitutes full settlement of the return or refund request.
Refund Process
- Please contact us at info@denisoffmusic.com with your order number and details regarding your request.
- For approved returns, refunds are issued after the returned item has been received and inspected.
- Approved refunds will be processed to the original payment method within 5–10 business days.
- Your bank or payment provider may require additional time to post the refund to your account.
Delivered, Lost, or Stolen Packages
- Once a package is marked as delivered by the carrier, the customer is responsible for securing the package.
- If a package is marked as delivered but cannot be located, please check with household members, neighbors, building management, or the local carrier first.
- Claims for lost or stolen packages after delivery may require a carrier investigation.
Non-Refundable Situations
- Orders delayed by customs, postal services, weather conditions, or other events beyond our control are not eligible for refund while still in transit.
- Items damaged due to misuse, improper setup, modification, or normal wear and tear are not eligible for refund.
- Promotional, clearance, and final-sale items may not be eligible for return.
- Original shipping and handling costs are non-refundable unless the item arrived damaged, defective, or incorrect.

Return Address

Returns must be approved by our support team before shipment.

Please do not send items back without contacting us first.

After your return request is approved, our support team will provide the correct return address and return instructions.

Delivery Policy

Processing Time
- Orders are usually processed within 1–5 business days.
- Processing time may be longer during holidays, high-demand periods, or supplier delays.
Shipping Time
- Estimated delivery time is typically 7–25 business days, depending on the destination and carrier.
- Some orders may arrive sooner, while others may require additional time due to customs processing, carrier delays, weather, or local delivery conditions.
Tracking Information
- Tracking information is provided once the order has been shipped.
- Tracking updates may take several days to appear after shipment, especially while the package is moving between international and local carriers.
- Customers are responsible for monitoring shipment progress using the provided tracking number.
Incorrect Address or Unclaimed Packages
- Please make sure your shipping address is correct before placing your order.
- If an order is delayed, returned, or lost because of an incorrect address provided by the customer, the customer may be responsible for reshipping costs.
- If a package is returned because it was not claimed, reshipping costs will be the responsibility of the customer.