Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@musicmerch.info. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@musicmerch.info.


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.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
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 shop@musicmerch.info.

Right of Withdrawal for Consumers
(A consumer is any natural person who enters into a legal transaction for purposes that predominantly are outside their trade, business, or profession.)

Cancellation Policy

Buyers have the right to cancel

In the event of a significant change, postponement, or cancellation of an event due to circumstances beyond the organizer's control, the end customer is entitled to return the tickets and receive a refund of the ticket price, minus any applicable reversal fees. The exchange, refund, and repayment process is handled by vivenu on behalf of the organizer. Refunds to the end customer are made via a payment infrastructure chosen by vivenu (on behalf of the organizer).
In all other cases of a significant change, postponement, or cancellation, the end customer is also entitled to return the tickets and receive a refund, minus any applicable reversal fees. Again, vivenu handles the process on behalf of the organizer.
A change is considered significant if the modified event differs fundamentally from what the ticket buyer could reasonably expect.

Right of Withdrawal for Goods

You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day:

  • on which you or a third party named by you (who is not the carrier) have taken possession of the goods, if you ordered one or more goods under a single order and these are delivered together;

  • on which you or a third party named by you (who is not the carrier) have taken possession of the last item, if you ordered several goods in a single order and these are delivered separately.

To exercise your right of withdrawal, you can request a return in your customer account under the respective item (fastest method). You will then receive a link to create a return label.

Alternatively, you may inform us (MusicMerch GmbH, Tschaikowskistr. 4, 04105 Leipzig, email: m.laubscher@schubertmusic.com) by means of a clear statement (e.g., a letter sent by post or email) of your decision to withdraw from the contract. You may use the attached model withdrawal form, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient that you send the notification concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of Withdrawal

If you withdraw from this contract, we shall reimburse you all payments received from you, including delivery charges (except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and at the latest within 14 days from the day we receive your notice of withdrawal.
For this reimbursement, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise; under no circumstances will you be charged fees for this repayment.

We may withhold reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

You must return or hand over the goods to us or to:
SMS Smart Logistic Services GmbH, c/o MusicMerch Retoure, Grenzstraße 15, 06112 Halle,
without undue delay and in any case no later than 14 days from the day on which you inform us of your withdrawal from this contract.
The deadline is met if you send the goods before the 14-day period has expired.

You shall bear the direct costs of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to contracts:

  • for the supply of goods that are not prefabricated and for which an individual choice or decision by the consumer is decisive or which are clearly tailored to the personal needs of the consumer;

  • for the supply of goods that can perish quickly or whose expiration date would be quickly exceeded;

  • for the supply of alcoholic beverages, the price of which was agreed upon at the time of the contract conclusion, but which can be delivered no earlier than 30 days after the conclusion and whose current value depends on market fluctuations beyond the control of the entrepreneur;

  • for the supply of newspapers, periodicals, or magazines except for subscription contracts;

  • for the supply of print@home tickets.

The right of withdrawal expires early for contracts:

  • for the supply of sealed goods which are not suitable for return for health protection or hygiene reasons if their seal has been removed after delivery;

  • for the supply of goods that, after delivery, are inseparably mixed with other items due to their nature;

  • for the supply of audio or video recordings or computer software in sealed packaging, if the seal has been removed after delivery.

Model Withdrawal Form

(If you want to withdraw from the contract, please fill out this form and send it back to us.)

To:
MusicMerch GmbH, Tschaikowskistr. 4, 04105 Leipzig
Email: m.laubscher@schubertmusic.com

I/we () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods ()/
the provision of the following service ()

  • Ordered on ()/ received on ()

  • Name of consumer(s)

  • Address of consumer(s)

  • Signature of consumer(s) (only if sent on paper)

  • Date

(*) Delete as appropriate.