Refund policy

Returns & Refunds

EU Right of Withdrawal

Customers located in the European Union have the statutory right to withdraw from an eligible online purchase within 14 days from the delivery of the order, without giving any reason.

The withdrawal period starts from the day on which the customer, or a third party appointed by the customer other than the carrier, receives the goods. If an order is delivered in multiple shipments, the withdrawal period starts from the delivery of the last item.

EU customers can exercise their right of withdrawal electronically through their customer account by requesting a cancellation or return from the order page.

Orders that have not yet been fulfilled may be cancelled through the customer account until the item is fulfilled. After delivery, eligible items may be returned within 14 days from delivery, according to the conditions below.

This right applies only to eligible orders under applicable consumer law.

International Shipping, Customs Duties & VAT

🚀 INTERNATIONAL SHIPPING
Custom duties, VAT, brokerage fees and/or additional charges applied by the destination country are not included in the checkout. They are charged directly to the receiver upon delivery or import.

It is the customer’s responsibility to verify the applicable duties, taxes and import charges in their country before ordering.

👉 IMPORTANT: Shipments that are refused, unclaimed, or not cleared through customs because the recipient fails or refuses to pay duties, VAT or other import charges are considered undeliverable due to customer fault and are non-refundable, as stated in our Terms of Service, Section 24.

Refusing to pay customs duties, VAT or import charges does not constitute a valid exercise of the EU right of withdrawal.

🚛 SHIPPING WITHIN SWITZERLAND
VAT, shipping costs and discount codes are calculated at checkout.

Return Conditions

To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Return Shipping Costs

Customers are responsible for paying their own return shipping costs, unless the return is due to an error attributable to Phaselus SA, such as incorrect or defective material.

Return shipping costs are non-refundable.

For items over €100, we recommend using a trackable shipping service or purchasing shipping insurance. Use the original packaging and, for instrument returns, use the original clamps or protective elements to secure the mechanics. We cannot guarantee that we will receive your returned item.

Partial Refunds or Deductions

Partial refunds or deductions may apply if:

  • the item is not in its original condition;

  • the item is damaged or has missing parts for reasons not due to our error;

  • the item has been handled beyond what is necessary to inspect its nature, characteristics and functioning;

  • the return generates shipping, storage, handling, customs, brokerage or administrative costs not attributable to Phaselus SA.

For non-EU discretionary returns not due to a fault attributable to Phaselus SA, we reserve the right to deduct the actual shipping costs incurred by Phaselus SA, as documented by carrier invoices, even if those costs exceed the amount originally charged at checkout.

Refunds

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.

If approved, the refund will be processed and automatically applied to your original payment method.

For EU withdrawal requests, refunds will be processed within 14 days of the valid withdrawal request, provided that we have received the returned goods or proof that the goods have been shipped back.

Refunds may include the product price and, where required by applicable law, the standard outbound delivery cost. Additional costs resulting from the customer choosing a delivery method other than the least expensive standard delivery offered are not refundable.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.

  2. Contact your credit card company, as posting delays may apply.

  3. Contact your bank, as processing times may vary.

If you have done all this and still have not received your refund, please contact us at info@rmusik.com.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, email us at info@rmusik.com and send your item to:

Phaselus SA
Via Carvina 4
CH-6807 Taverne
Switzerland

Gifts

If the item was marked as a gift at purchase and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be issued.

If the item was not marked as a gift, or the gift giver had the order shipped to themselves, the refund will be sent to the gift giver.

Return Address

To return your product, mail it to:

Phaselus SA
Via Carvina 4
CH-6807 Taverne
Switzerland

International Lost Shipments

If you selected standard shipping via Swiss Post, delivery may take longer than expected due to customs and postal delays.

If your tracking shows that the delivery period is unknown, RMusik may request an international search from Swiss Post 30 days after shipment.

If the item is not found by Swiss Post and the postal system in your country, a refund will be processed within 3 months of the international search, according to postal regulations.

Summary

  • EU customers can request cancellation before fulfilment and return eligible delivered items within 14 days from delivery.

  • Customs duties, VAT and import charges are always the customer’s responsibility.

  • Shipments refused, unclaimed or not cleared through customs due to unpaid duties/VAT are non-refundable.

  • Returns are accepted only for items properly delivered and returned under the conditions above.