We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Exceptions / non-returnable items
Please note that we cannot accept returns of used or playtested items (especially Fliphead, Flutes).
Any custom fitted items (Fliphead necks) cannot be returned.
Other products (flute cases and thumb rests) can be opened and tested and their return will be accepted as long as the products are not damaged and are returned in their original packing.
To start a return, you can contact us at firstname.lastname@example.org. Please note that returns will need to be sent to the following address:
Items sent back to us without first requesting a return will not be accepted. Please use a traceable shipment service when sending the items back to us. Please note that if your country of residence is not Germany, shipping your goods may take longer than expected, depending on the shipping service of your choice. Please note that we offer free shipping costs within the EU for your purchase. The costs for returning the item must be covered by you, the buyer.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.