How does your Money-Back Guarantee work?
For all our products (excluding custom made products (eg. cases), perishable products (eg. strings, drum sticks, cymbals), items which come into bodily contact (reeds, mouth harmonicas, ear pieces etc, and opened software), we offer you our 30 Day Money Back Guarantee - no ifs, no buts !
If you are not completely satisfied with the products or services you have received from Thomann, please don't hesitate to use the money back guarantee. We would rather get back the equipment than see any customer regretting his/her purchase from Thomann.
Simply fill out the online "Return product" form in the customer center. You will then receive all the necessary information for the return shipment. You can also let us know if you would prefer a credit to your customer account, a refund or another Thomann product.
Please ensure that all products are returned in their original packaging, with all components and accessories and without signs of use.
Of course we are more than happy to process your return request via email or phone. The conditions apply to our Money-Back Guarantee. The conditions for Statutory right of withdrawl and our Warranty can be found on our Terms and Conditions.
Extended Money-Back Guarantee for split deliveries
In case your order had been split and you have received two separate deliveries at different times, we are of course aware that in some cases you cannot use an item without the missing part of your order. Since we often cannot assess how urgent you need certain items in your order and if you have spare items for missing ones, we often arrange a split shipment free of charge in order to not keep you waiting for items longer than necessary.
To make sure that your purchase is completely without risk even if you cannot try out the delivered items immediately, we grant you an extended Money Back Guarantee for all items of your order that could not be used independently – namely up to 30 days after the last item in your order has been delivered.
What does this actually mean?
If we deliver for example a passive speaker to you but the amplifier has to be shipped later on, you have a period of 30 days after the delivery of the amplifier to return the speaker as well, if you could not test the speaker before without the amplifier. If we arrange a split delivery for an order that includes a guitar and a fog machine, in which the guitar is shipped immediately and the fog machine is delivered later, we obviously cannot grant you an extended Money Back Guarantee on the guitar.
Who will help me if I have technical problems?
Do you repair or service older equipment?
How about updates etc? Do I get any?
Will you trade in my old equipment?
How do I pack my return consignment?
How do I pack my guitar?
How do I pack my piano?
How do I pack my wind instrument?
How do I report a damaged shipment?
This is how you can reach us
We're looking forward to hearing from you and aim to solve any problems as soon as we can.