Refund policy

How to request a return

Any request for a return, withdrawal, exchange or after-sales service is made from the form available in your customer account, under the "Contact us" section.

1. Log in to your customer account on woodbrass.com.
2. Open the Contact us section.
3. Select the form that matches your request (withdrawal, return, after-sales service).
4. Enter the order number, the Product(s) concerned and the reason.
5. Submit the request.

This is the only process that allows a case to be opened, tracked and to receive return instructions. Requests made by phone, chat or on social media are redirected to this form.

Do not ship any Product before receiving our instructions by email. A parcel returned without a prior request cannot be matched to your case, which delays its processing and your refund. For returns under warranty, no return is accepted without the prior agreement of after-sales service and the issuance of a return authorisation.

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1. Withdrawal: cancelling a purchase without giving a reason

Who can withdraw

The right of withdrawal is reserved for individual consumer customers. It does not apply to professionals, meaning any legal entity as well as any individual ordering in connection with their professional activity.

Reconditioned Products are eligible for withdrawal on the same terms as new Products.

Time limit: 30 days

You have 30 calendar days from receipt of the Products to withdraw, without having to justify your decision or pay a penalty.

This 30-day period is a commercial extension offered by Woodbrass. It extends the statutory period of 14 calendar days, which runs from the day after receipt. It also applies to purchases made in our stores.

If your order contains several Products delivered separately, the period runs from receipt of the last Product.

Products must be returned to us within this same 30-day period following receipt. This period runs from receipt of the Products, not from the date of your withdrawal request.

Condition of returned Products

Returns must be sent by tracked letter or parcel, in their original condition and complete: packaging, accessories, instructions, cables and documentation included, in a condition allowing them to be put back on the market as new. Please enclose a copy of the purchase invoice for optimal processing of your case.

You may handle the Product to establish its nature, characteristics and proper functioning, as you would in a shop. If depreciation results from handling that goes beyond this verification, your liability may be engaged.

No cash-on-delivery shipments are accepted, for any reason whatsoever.

Return address

The address will be confirmed to you by email once your request has been validated:

• Online purchases: Woodbrass.com – Returns Department, 2 rue de Milan, 44470 Thouaré-sur-Loire
• Purchases in a Woodbrass store: Woodbrass store, 184 rue Jean Jaurès, 75019 Paris

Return costs

Return costs remain your responsibility.

Products excluded from the right of withdrawal

In accordance with applicable regulations, the right of withdrawal cannot be exercised for:

• Unsealed computer software.
• Goods made to your specifications or personalised.
• Goods unsealed and which cannot be returned for hygiene or health protection reasons: in particular reed boxes, brass and woodwind mouthpieces, wooden recorders, harmonicas, melodicas, headphones and earphones.
• Peripherals associated with the download of digital content.
• Downloads not supplied on a durable medium (software, music, video games) whose performance has begun after your express agreement and your express waiver of the right of withdrawal.

Refund

The refund is made no later than 14 days after we have been informed of your decision to withdraw, using the payment method used when ordering. If that payment method has expired, the refund is made by bank transfer, which requires you to provide your bank details (RIB).

The refund covers the price of the Products and the initial delivery costs. If you chose a delivery method more expensive than standard delivery, the refund of delivery costs is limited to the amount of standard delivery.

The refund date may be deferred until the Product has been fully recovered, and where applicable until your bank details (RIB) have been provided.

In the event of a return following your refusal of delivery, the resulting return costs are deducted from the refund.

Any benefits obtained at the time of purchase are cancelled if the Product is returned together with its refund.

Other means of exercising your right of withdrawal

The form in your customer account is the recommended method: it is faster and lets you track your case.

You may still send the model withdrawal form appended to our General Terms and Conditions of Sale, or any other statement unambiguously expressing your wish to withdraw, by email or by tracked post to Woodbrass.com – Customer Service, 2 rue de Milan, 44470 Thouaré-sur-Loire.

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2. Parcel damaged on delivery

Open and check the contents of the parcel in the presence of the carrier before signing the delivery receipt.

In the event of damage:

1. Note your reservations to the carrier on the delivery document or their tablet, specifying their exact nature.
2. Confirm these reservations to the carrier by registered letter within 3 days of receipt, excluding public holidays.
3. Inform Woodbrass within the same 3-day period via the form in your customer account, under the "Contact us" section.

If the carrier did not give you the opportunity to check the condition of the parcel and its contents, you have an additional 10 days to inform the carrier and Woodbrass of any defects found, by registered letter or email.

3. Defective or non-conforming Product: statutory warranties

A defective, damaged or non-conforming Product does not fall under withdrawal but under the statutory warranties. These warranties apply regardless of the 30-day period and the condition of the packaging.

These provisions are a summary of our General Terms and Conditions of Sale, which alone are authoritative.