Refund policy

Do you offer refunds?

Yes, we offer refunds. Please enquire for more information about our Refund policy.

How long after I complete a purchase can I ask for a refund?

A refund request can be submitted within 14 days after the purchase is made for both online and physical purchases. According to the Consumer Protection Law (Official Gazette RS, no. 62/2014), purchasing through our online store acoustic-union.com is considered remote sales, which entitles you to withdraw from the contract within 14 days from the day the product is delivered to you or a person designated by you, who is not the carrier.

Are there any exceptions to the 14-day return policy?

Yes, in certain situations, you cannot return the product:

1. Delivery of consumables packed in sealed envelopes or PVC packaging, which have been unsealed after delivery (strings for guitars, various cleaning, lubrication, and maintenance agents for instruments, etc.);

2. Delivery of goods produced according to specific consumer requirements or clearly personalized;

3. Delivery of goods ordered for a known customer but not in our standard offer.

How much can I get refunded?

In the case when the product and packaging are undamaged, you are eligible for a full refund. Only products that are unused, undamaged, and in their original packaging, with all accessories and accompanying documentation (warranty, instructions, etc.), can be returned. The consumer is solely responsible for the reduced value of the goods that occurs as a result of handling the goods in a way that is not adequate, that is, exceeds what is necessary to establish the nature, characteristics, and functionality of the goods.

Who pays the shipping costs in case of return?

The cost of shipping to the customer is subject to return. Only the cost of the return shipping is handled by the customer. The consumer must return the product without delay and no later than 14 days from the day they sent the withdrawal form. After the 14-day period from sending the withdrawal form, the product can no longer be returned.

What is the process for returning a product?

To return a product, please contact us at austorers@gmail.com with your delivery information to receive the return details. Products should be returned unused, undamaged, and in their original packaging, with all accessories and documentation. Upon receipt of the product, we will verify its condition. If the product is found to be damaged or used, the refund will be denied, and the product will be sent back to the customer at their expense.

Important Notice

In the case of returning goods and refunding the customer who previously paid with one of the payment cards, either partially or in full, regardless of the reason for the return, Acoustic Union DOO is obliged to process the refund exclusively through VISA, EC/MC, Maestro, Amex, and Dina payment methods, which means that the bank will process the refund to the cardholder's account at the seller's request.

For any additional information, please contact us at austorers@gmail.com.