Refund policy
Right of Withdrawal
For online purchases, customers have the right to withdraw from the purchase within 14 days from the day they receive the goods, without giving any reason.
To request a return, please contact us at austorers@gmail.com within the 14-day period and provide your order number.
The product must be returned without undue delay and no later than 14 days from the day you informed us about your decision to withdraw from the purchase.
Return Shipping Cost
The customer is responsible for the cost of return shipping, unless the product is defective, damaged upon delivery, or we have agreed otherwise in writing.
Original standard shipping costs paid by the customer will be refunded together with the product price. Any additional cost for a delivery option more expensive than our standard delivery option is not refundable.
Condition of Returned Products
Returned products must be unused, undamaged, and returned in their original packaging, with all accessories, manuals, documentation, warranty cards, tags, and other included items.
The customer is responsible for any reduced value of the product resulting from handling beyond what is necessary to inspect the nature, characteristics, and functionality of the product.
After receiving the returned product, we will inspect its condition. If the product is damaged, incomplete, used beyond normal inspection, or not returned in its original packaging, we may reduce the refund amount accordingly.
Non-Returnable Items
Certain products cannot be returned, including:
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Products made to the customer's specifications or clearly personalized.
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Consumable products supplied in sealed packaging that has been opened after delivery, such as strings, cleaning products, care products, lubricants, and similar items.
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Special-order products that were ordered specifically for the customer and are not part of our regular stock, where applicable by law.
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Digital products or services, where applicable, after performance has begun with the customer's prior consent.
Refund Method and Timing
Refunds are made using the same payment method used for the original purchase, unless otherwise agreed.
For card payments, refunds are processed exclusively through the same card payment method used for the original transaction.
We will issue the refund without undue delay and no later than 14 days from the day we are informed about the customer's decision to withdraw. We may withhold the refund until we have received the returned goods or until the customer has provided proof of sending the goods back, whichever comes first.
Defective or Damaged Products
If the product is defective or arrives damaged, please contact us as soon as possible at austorers@gmail.com and include your order number, a description of the issue, and photos if available.
In such cases, we will review the issue and offer an appropriate solution in accordance with applicable law.
How to Return a Product
Before sending a product back, please contact us at austorers@gmail.com so that we can provide return instructions and identify your order correctly.
Please do not send products back without contacting us first.
Contact Information
For any questions about returns and refunds, please contact us:
Acoustic Union DOO Beograd
Zmaj Jovina 27, Zemun, Belgrade, Serbia
MB: 22023748
PIB: 114437157
Email: austorers@gmail.com
Phone: +381 62 142 9412
