Refund and Delivery Terms

Refund & Return Policy — Important Conditions

By placing an order with Denisoff Music, you agree to the following conditions:

Returns must be approved by our support team before any item is shipped back.
Customers are responsible for return shipping costs unless Denisoff Music confirms that the item arrived damaged, defective, or incorrect.
Photo and/or video evidence may be required before a defect claim, replacement, refund, or return shipping reimbursement can be approved.
Full refunds for approved returns are issued only after the returned item has been received and inspected.
A product that functions as intended but does not meet personal expectations regarding sound level, comfort, size, performance, or intended use is not considered defective.
Original shipping, handling, customs duties, taxes, and return shipping costs are non-refundable unless otherwise required by law or expressly approved by Denisoff Music.

Refund Policy

30-Day Return Policy
- Customers may request a return within 30 days of receiving their order.
- Returns must be approved in writing by our support team before the item is shipped back.
- Returns sent without prior authorization may be refused and may not be eligible for a refund.
- Items returned for reasons other than a verified defect must be unused, in original condition, and include all original packaging, accessories, manuals, and components.
- The customer is responsible for return shipping costs unless the item is confirmed by Denisoff Music to have 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.
- Customers must provide their order number and a clear description of the issue.
- Photos and/or video evidence may be required to verify the condition of the package, missing accessories, charging problems, power issues, sound issues, Bluetooth problems, or other reported defects.
- Failure to provide reasonably requested evidence may prevent us from verifying the claim.
- After review, Denisoff Music may, at its discretion, offer:
  - a free replacement;
  - a partial refund;
  - a full refund;
  - reimbursement of approved return shipping costs;
  - or a resolution without requiring the original item to be returned.
- In some cases, a replacement may be sent without requiring the original item to be returned.
Returns Based on Customer Satisfaction or Personal Preference
- 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 address provided by our support team after written approval.
- The customer is responsible for all return shipping expenses.
- Original shipping, handling, customs duties, taxes, and return shipping costs are non-refundable.
- Refund requests based on personal preference, product expectations, sound level, comfort, size, intended use, or dissatisfaction with product characteristics may require the item to be returned before a refund is issued.
- A product that functions as intended but does not meet the customer’s personal expectations is not considered defective.
Alternative Resolution
- In some cases, Denisoff Music may offer a partial refund without requiring the item to be returned.
- If the customer accepts this option, the customer may keep the item and receive the agreed partial refund.
- Acceptance of a partial refund constitutes full and final settlement of the related return, refund, or dissatisfaction request.
- After accepting and receiving a partial refund, the customer may not request an additional refund for the same issue unless otherwise required by law.
Refund Process
- Please contact us at info@denisoffmusic.com with your order number and details regarding your request.
- For approved returns, refunds are issued only after the returned item has been received and inspected.
- The customer should use a trackable shipping service and retain proof of shipment.
- Denisoff Music is not responsible for return packages that are lost, damaged, delayed, or delivered to an unauthorized address.
- Approved refunds will be processed to the original payment method within 5–10 business days after approval or inspection.
- Your bank, card issuer, Shopify Payments, PayPal, or other 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 and locating the package.
- If a package is marked as delivered but cannot be located, please check with household members, neighbors, building management, reception, community mailboxes, and the local carrier.
- Claims for lost or stolen packages after delivery may require a carrier investigation, delivery photograph, police report, or other supporting documentation.
- A refund or replacement is not guaranteed solely because the customer cannot locate a package marked as delivered.
Non-Refundable Situations
- Orders delayed by customs, postal services, weather conditions, carrier congestion, local delivery conditions, or other events beyond our control are not eligible for a refund while still in transit.
- Tracking delays or temporary gaps in tracking updates do not by themselves qualify an order for a refund.
- Items damaged due to misuse, improper setup, incorrect charging equipment, modification, liquid exposure, accidental damage, or normal wear and tear are not eligible for a refund.
- Promotional, clearance, personalized, and final-sale items may not be eligible for return unless defective or otherwise required by law.
- Original shipping and handling costs are non-refundable unless the item arrived damaged, defective, or incorrect and Denisoff Music expressly approves reimbursement.

Return Address and Authorization

Please do not send any item back without first contacting us and receiving written return authorization.

Unauthorized returns may be refused, returned to the sender, or may significantly delay or prevent a refund.

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

Return instructions and addresses may vary depending on the product, destination, supplier, and reason for return.

Delivery Policy

Processing Time
- Orders are usually processed within 1–5 business days.
- Processing time may be longer during holidays, high-demand periods, supplier delays, inventory changes, or payment reviews.
Shipping Time
- Estimated delivery time is typically 7–25 business days, depending on the destination and carrier.
- Delivery times are estimates only and are not guaranteed.
- Some orders may arrive sooner, while others may require additional time due to customs processing, carrier delays, weather, holidays, 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.
- Delayed tracking updates do not necessarily mean that the package has stopped moving or is lost.
Incorrect Address or Unclaimed Packages
- Please make sure your shipping address is complete and correct before placing your order.
- If an order is delayed, returned, misdelivered, or lost because of an incorrect or incomplete address provided by the customer, the customer may be responsible for reshipping costs.
- If a package is returned because it was refused or not claimed, reshipping costs will be the responsibility of the customer.
- Refunds for returned or unclaimed packages may be reduced by shipping, handling, return, customs, or carrier fees incurred by Denisoff Music.