Returns & Refunds
Last updated
We want you to be happy with your instruments. If something isn't right, contact us and we'll sort it out. This page explains how.
Faulty, damaged or wrong items
If an instrument arrives faulty, damaged or different from what you ordered:
- Contact us within 14 days of delivery on WhatsApp or at mubarrainstrumed@gmail.com.
- Tell us your name and order details, and send photos of the problem.
- If the photos show the fault, you don't need to send the item back. If we do need it back, we'll tell you how before you send anything.
We send you a free replacement. If a replacement isn't possible, we refund you instead.
Changed your mind
You can return unused, in-stock items in their original packaging within 14 days of delivery.
- You pay the return shipping.
- We refund the full price of the returned items. The original shipping cost isn't refunded.
- This doesn't apply to private-label or custom-made items.
There is no restocking fee.
Items we can't take back
For hygiene and safety reasons, we can't accept returns of instruments that have been used, cleaned or sterilised, unless they are faulty.
Private-label instruments (marked with your name or logo) and custom-made items can only be returned if they are faulty.
Condition of returns
Returned items must be in their original packaging, unused, with all parts included. Please pack them carefully: we can't accept items damaged on the way back to us.
Don't send anything back without contacting us first. We'll give you the return address and instructions.
Refunds
- Refunds go back to the original payment method: the card or account you paid with through our payment link. If you paid by bank transfer, we refund the same bank account.
- We send your refund within 5–7 working days of approving it.
- Your bank or card provider may take a few more days to show it.
- The original shipping cost is refunded only for faulty or wrong items.
Private-label orders
Instruments made with your name or logo are made for you, so they can't be returned if you change your mind. We'll always put right a fault in the instrument. Once you approve the artwork, you are responsible for any errors in the logo or artwork.
Contact
Questions about a return: WhatsApp or mubarrainstrumed@gmail.com.