Refund policy

Right of revocation

Consumers are entitled to a right of withdrawal according to the following stipulations, whereby a consumer is any natural person who concludes a legal transaction for purposes that can be attributed neither to their commercial nor their self-employed professional activity (§13 BGB).

1.1 Right of revocation

You have the right to cancel this contract within 14 days without giving any reason. The revocation period is 14 days from the day on which you or a third party named by you, who is not the carrier, has or has taken possession of the goods.

To exercise your right of withdrawal you must contact us: Gebr. Alexander, Rhein. Musikinstrumentenfabrik GmbH Robert-Koch-Straße 10 - 55129 Mainz Tel. +49 6131 288080 - mail@gebr-alexander.de by means of a clear declaration (e.g. a letter sent by post, fax or e-mail) of your decision to revoke this contract. You can use the model withdrawal form for this purpose, but it is not mandatory. In order to comply with the withdrawal period, it is sufficient that you send the notification of the exercise of the right of withdrawal before the expiry of the withdrawal period.

1.2 Consequences of revocation

If you revoke this contract, we shall reimburse you all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the most favorable standard delivery offered by us), without undue delay and no later than within fourteen days from the day on which we received the notification of your revocation of this contract. For this return, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged any fees because of this repayment. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier. You must return or hand over the goods to us at the above address without undue delay and in any case no later than within fourteen days from the day on which you notify us of the revocation of this contract. The deadline is met if you send the goods before the expiry of the period of fourteen days.

The following applies to shipments within Germany:

We will bear the cost of returning the goods within Germany, provided that the dimensions of the shipment do not exceed 31.5 kg and 120 cm x 60 cm x 60 cm. In the case of goods sent as bulky goods or by forwarding agent (e.g. digital pianos, pianos, etc.), the buyer shall bear the actual costs of the return shipment. Please use appropriate and safe packaging. Please do not frank the goods yourself, but contact us so that we can send you a prepaid return label.

The following applies to shipments from abroad:

Returns from abroad are at the expense and risk of the consumer. The buyer is responsible for the actual cost of the return shipment.  Please use appropriate and secure packaging.

You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking the condition, properties and functioning of the goods.

1.3 Exclusion or premature expiry of the right of revocation

The following are excluded from the right of revocation: a) software, DVDs, CDs that have been unsealed by the purchaser b) sheet music, c) goods that are not suitable for return due to their nature, d) musical instruments that are not suitable for resale due to hygienic reasons.

Furthermore, there is no right of withdrawal for goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.

1.4 General notes

Please avoid damage and contamination of the goods. Please return the goods to us in the original packaging with all accessories and with all packaging components. If necessary, use a protective outer packaging.

1.5 Model Withdrawal Form

You can download our model withdrawal form as a PDF here (Adobe Acrobat Reader required) and use it to exercise your right of revocation.