Returns & Refund Policy

1. Right of Withdrawal

In accordance with Directive 2011/83/EU and applicable Luxembourg law, any consumer customer has a 14-calendar-day period from the physical receipt of their parcel to exercise their right of withdrawal, without having to give reasons.

This right applies exclusively to purchases made remotely via the rythmesroots.com website.

Legal exceptions

Pursuant to Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:

• Instruments or accessories made to measure or clearly personalised at the customer's request
• Products likely to deteriorate or expire rapidly
• Audio recordings (CDs, digital media) unsealed after delivery
• Products clearly stated as excluded from the right of withdrawal on their product page

2. Return Procedure

2.1 — Mandatory prior notification

Any return request must be notified to Rhythms & Roots before shipping the product back, by email to contact@rythmesroots.com, indicating your order number, the item(s) concerned, and the reason for the return (optional for withdrawal, required for warranty claims).

2.2 — Return deadline

After notifying your decision to withdraw, you have 14 calendar days to return the product(s) to the address communicated by our team. This deadline is considered met if the parcel is handed over to the carrier before its expiry.

2.3 — Return shipping costs

Return shipping costs are borne by the customer, unless the product is defective, not as described, or was incorrectly shipped by us. In those exceptional cases, Rhythms & Roots covers return shipping costs under conditions agreed by email.

3. Condition of Returned Products

Any returned product must reach our team in a condition allowing inspection and, where applicable, resale. We ask that products be returned in their original packaging or equivalent protective packaging, complete (all accessories, manuals, strings, bags, etc.), and undamaged beyond reasonable handling necessary to evaluate the product.

4. Receipt & Inspection

Upon receipt of the returned parcel, our team carries out a systematic inspection of the product's condition within 5 business days. This inspection covers the structural integrity of the instrument, the condition of the finish, the completeness of all originally supplied accessories, and any signs of intensive use beyond reasonable trial handling.

The customer is notified by email of the inspection outcome and, if applicable, the amount of any assessed diminished value, before the refund is processed.

5. Refund

5.1 — Full refund

If the product is returned in satisfactory condition, Rhythms & Roots will refund the full product price and standard initial delivery costs within 14 days of the favourable inspection outcome.

5.2 — Deduction for assessed diminished value

If inspection reveals a diminished value attributable to handling beyond reasonable trial use, a deduction proportional to the assessed diminished value will be applied to the refund. This deduction is based on Article 14(2) of Directive 2011/83/EU.

5.3 — Summary table

5.4 — Refund method

The refund is made via the same payment method as the original order, unless the customer expressly agrees to an alternative method. No additional fee is charged on the refund itself.

6. Statutory Guarantees

This policy governs exclusively the right of withdrawal (14 days, without reason). It does not replace statutory guarantees applicable to defective products:

• Statutory guarantee of conformity — 2 years from delivery: right to repair, replacement, price reduction or contract rescission
• Guarantee against hidden defects — 2 years from the discovery of the defect (Luxembourg Civil Code, Art. 1641 et seq.)

In the event of a defective or non-conforming product, contact contact@rythmesroots.com with photographs and a description of the defect. Return shipping costs are fully covered by Rhythms & Roots in such cases.

7. Contact & Dispute Resolution

For any question regarding a return or refund, our customer service team can be reached at contact@rythmesroots.com. We undertake to respond within 3 business days.

In the event of an unresolved dispute, the customer may refer to an approved consumer mediator or contact the competent Luxembourg authorities, in accordance with Directive 2013/11/EU on alternative dispute resolution. The European online dispute resolution platform is available at: ec.europa.eu/consumers/odr