Riff & Keys / Refund & Returns
A better fit.
A clear return.
Refund & Returns
A useful starting point when your gear needs a different ending.
Demo policy template
Replace the bracketed details and confirm this policy matches your store before launch.
On this page
At a glance
Return requests
[Support email]
Return window
[Return timeframe]
Refund processing
[Refund processing timeframe]
04 / Getting it right
01 /
Start a return
Contact [support email] with your order number, the item and the reason for the request. Explain your return request process and where the return instructions will be provided. This sample does not establish a fixed return window; add your store’s applicable period: [return timeframe].
02 /
Return conditions
Describe the condition expected for a change-of-mind return, including accessories, manuals and packaging where applicable. Explain how inspection works. Keep these conditions separate from the process for faulty, damaged or incorrectly supplied goods.
03 /
Product-specific items
Review any special conditions for personalized or made-to-order products, software, downloads, opened consumables, hygiene-sensitive items or used gear. Include only categories your store actually sells. Do not treat this sample list as an automatic exclusion from returns or applicable customer rights.
04 /
Faulty, damaged or incorrect gear
Ask customers to contact [support email] with their order details and a description of the issue. Photographs or a short video may help the support team assess the problem. Explain the remedies available and how return transport is arranged when an item is faulty, damaged or incorrectly supplied.
05 /
Packing & sending it back
Provide the confirmed return address and any reference required before a customer sends an item. Explain safe packaging for instruments, pedals and keyboards, as well as any collection service or return label. Specify who pays return shipping for each type of return and any applicable conditions.
06 /
Refunds & exchanges
State the inspection and refund processing timeframe: [refund processing timeframe]. Explain the payment method used for refunds, any bank processing delay, treatment of original delivery charges and the exchange process. Describe any permitted deductions clearly and review them before publication.
07 /
Cancellations & further help
Explain how customers can ask to cancel an order before dispatch and what happens after dispatch. Provide the support contact and the complaint route. Adapt the policy to the locations you serve and include any required information about customer rights that cannot be restricted.
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