Refund policy
At Sala Muzik, we carefully inspect and pack every instrument before shipment. Many of our products are handmade musical instruments, so small variations in wood grain, color, finish, pattern, measurements, or handmade details may naturally occur. These natural handmade differences are not considered defects.
Return Window
You may request a return within 10 days of delivery.
If more than 10 days have passed since your order was delivered, unfortunately we cannot offer a refund or exchange.
To start a return, please contact us first at:
Please do not ship any item back before your return request is approved. Depending on your location and the product, we will provide the correct return address.
Return Eligibility
- To be eligible for a return:
- The item must be unused.
- The item must be in the same condition that you received it.
- The item must be returned in its original packaging, including all accessories, cases, strings, plectrums, tuning keys, or other included items.
- The return request must be made within 10 days of delivery.
Items that are used, damaged, missing parts, or returned without original packaging may not be eligible for a full refund.
Handmade Instruments Notice
Many Sala Muzik instruments are handmade by individual makers and workshops. Because of this, slight differences in appearance, wood texture, color tone, varnish, decoration, or measurements may occur.
These small handmade variations make each instrument unique and are not considered damage or defects.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 10 days of delivery.
To help us review the issue, please send:
Your order number
Clear photos of the product
Photos of the packaging
A short video showing the issue, if possible
After reviewing the case, we may offer one of the following solutions depending on the situation:
Replacement
Repair solution
Partial refund
Full refund
Return label, if the issue is confirmed to be our responsibility
We always do our best to solve product-related problems fairly and quickly.
Return Shipping Costs
If the item is not defective and the customer simply wants to return it, return shipping costs are the customer’s responsibility.
Original shipping costs, express shipping fees, customs duties, taxes, import fees, and brokerage fees are non-refundable.
If a refund is approved, return shipping costs may be deducted from the refund when applicable.
We strongly recommend using a trackable shipping service and purchasing shipping insurance, especially for valuable instruments. Sala Muzik is not responsible for return packages lost or damaged during return shipping.
Customs, Duties and Import Fees
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other local charges depending on the destination country.
These charges are determined by local customs authorities and are the responsibility of the customer.
Customs duties, taxes, import fees, and brokerage fees are non-refundable.
If a package is refused because of customs fees or import charges, any return shipping costs, customs costs, or related fees may be deducted from the refund.
Refund Process
Once your return is received and inspected, we will notify you by email.
If your return is approved, your refund will be processed to your original payment method.
Please allow several business days for the refund to appear on your bank or credit card statement. Processing times may vary depending on your bank or payment provider.
Exchanges
We replace items only if they are defective, damaged, or if an exchange is approved by our team.
If you need an exchange, please contact us first at:
Please do not send your product back before receiving approval and return instructions.
Non-Returnable Items
The following items cannot be returned unless they arrive damaged or defective:
Custom-made instruments
Special order products
Personalized products
Used accessories such as strings, reeds, mouthpieces, skins, or similar items
Gift cards
Downloadable or digital products
Items returned after the 10-day return window
Items damaged due to misuse, improper tuning, humidity, temperature changes, or improper storage
Sale and Discounted Items
Discounted items may be returned only if they meet our return conditions and the return is approved by our team.
Final sale items, custom orders, and special orders may not be eligible for return unless they arrive damaged or defective.
How to Start a Return
To start a return, please email us at:
Please include:
Your order number
The reason for the return
Photos or videos if there is a product issue
Once we review your request, we will send you return instructions if your return is approved.
Return Address
Please contact us before sending any return.
Depending on your location and the item, we will provide the correct return address.
Do not send your item back without approval, as unauthorized returns may not be accepted.