Return policy
Conditions of exchanges and returns
We sincerely hope that you enjoy your Donner equipment and instruments, in case you are not 100% satisfied, we offer you a super simple exchange and return system.
What is the return deadline?
You can benefit from a refund or exchange of your product within 30 days after receipt. Products can be exchanged for a product of the same value, depending on availability.
Returns are not possible under the following conditions:
- Products with signs of wear, damage, dents, scratches, scratches, or with missing user manuals, warranties, accessories, etc.
- The products having been indicated, and free gifts
- Downloaded software products cannot be returned.
Returns procedure
All returns must first be approved by Donner and have a valid Return Authorization (RA) number. Products returned without a valid AR number will be rejected by Donner if no complaint is made by the customer within 30 days of receipt.
1. Contact the Donner customer service team by email at service@frmail.donnermusic.com to obtain an AR number and return shipping address, or receive your prepaid shipping label if applicable.
If the product has a quality problem, it is essential to attach a visible video of the problem via email.
Please note that non-quality issues require a return according to the photo guide:
1) Original product in its packaging:
Before repackaging the item for return, please take at least one photo of the item inside its original packaging.
(If you have already packaged the item or it has not been opened, submitting photos for this step is not necessary to avoid unnecessary repackaging.)
2) Outer packing:
Take at least one photo of the item's outer packaging, making sure all sides are visible.
For larger items, please provide clear photos showing any visible damage to the outer packaging after it has been packaged for return. Describe the outer packaging as not visibly damaged in any way after being packaged for return.
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2. To send the package, you can choose your own shipping company or use the prepaid label provided by Donner (if applicable).
Package the product carefully as required. Once the package has been sent, please notify us by email.
3. The refund procedure by Donner is effective within 5 working days once the returned products are received. The refund may not be visible in the buyer's account until the next billing cycle. Banks may take 8 to 15 working days to transfer the amounts to your current account.
Exchanges and replacements depend on product availability in stock.
Return shipping costs
1. Products with manufacturing defects.
fr.donnermusic.com covers the return costs (up to €9). Contact our after-sales service to begin the return procedure. A prepaid return label will be provided to you, print it and use it for any product returns to Donner.
2. Products without manufacturing defects.
Return costs will be the responsibility of the buyer if the product has no manufacturing defects. These shipping costs are non-refundable.
If you are sending a product with a value exceeding €40, it is advisable to use a service that allows you to benefit from the traceability of your shipment, or to purchase shipping insurance. We do not take warranty responsibility for receiving your product.
Important Notice :
1. Do not return the package to the address indicated on the package you received. This is not the address that accepts returns and this may delay the return procedure.
2. Items must be returned in their original condition with the original packaging. We do not accept items that have been worn, damaged, washed or altered in any way.
3. If you receive an item that is already damaged/defective, please contact Donner Customer Service within 24 hours of receipt.
4. Please check your return packages before sending them. We are not responsible for returned non-Donner products.
5. Please note that a handling fee will be charged for all returns of DDP digital piano series products (DDP-90/ DDP-100/ DDP-200/ DDP-400/ DDP-100S ) due to their size.
If you wish to return a product or request a refund that is not related to a quality issue and the request is made after the product has been shipped, a 10% handling fee will be applied .