Refund policy
# Return and Refund Policy
Last updated: 14 November 2026
## 1. General
This policy explains how to request a return, exchange, or refund after purchasing goods from Museek - World Musical Instruments (https://museek.online). It applies together with our [Terms of Service](https://museek.online/policies/terms-of-service).
Your rights as a consumer under Hong Kong law (including that goods must correspond with their description, be of merchantable quality, and be fit for the purpose for which they were purchased) are not reduced or replaced by this policy. If goods are defective, materially different from their description, or sent in error, you may contact us as set out below.
Except where the law requires otherwise, we do not accept returns or refunds because you have changed your mind, chosen the wrong specification or colour, or no longer need the goods.
For enquiries or requests, please email museekstudio@gmail.com or WhatsApp +852 9839 8489, and provide your order number, contact details, a description of the issue, and photographs where applicable.
## 2. Please inspect the goods on delivery
Please inspect the packaging and the goods as soon as possible on the day of delivery. If the outer packaging is seriously damaged in transit, where practicable please record this in the presence of the carrier and take photographs.
Please contact us within **7 days** of delivery (counted from the signed delivery or collection date shown by the carrier) if:
- the goods were damaged in transit;
- items are missing or the wrong goods were sent;
- the goods are materially different from the website description; or
- the goods have a manufacturing defect or a functional fault (other than reasonable variations in handmade or natural materials).
Late notification may affect our ability to pursue a claim with the carrier or supplier, but it does not affect your statutory rights in respect of defective goods.
## 3. Damaged, incorrect, or defective goods
If we confirm that the goods were damaged in transit, sent in error, short-shipped, defective, or materially different from their description, we will, as appropriate:
- send a replacement or the missing item;
- exchange the goods (subject to stock); or
- issue a refund (including any reasonable shipping charges you paid for those goods, if the entire order is returned).
Where goods are returned for these reasons, we will bear reasonable return shipping costs. Please confirm the return method with us first, and do not choose an unnecessarily expensive courier on your own. Please keep the original packaging, accessories, and any gifts, and return them as we instruct.
Slight, reasonable variations in colour, grain, size, or tone in handmade, natural-material, or imported instruments are generally not treated as defects.
## 4. How to make a request
1. Contact us by email or WhatsApp within the applicable time limit, explain the reason, and attach your order number and photographs.
2. We will provide the return address and shipping instructions only after we have confirmed that we accept the request. Please do not send the goods back before then.
3. Pack the goods securely and return them as we instruct. For returns we have approved because of damage, an incorrect item, or a defect, we will bear reasonable return shipping costs.
We currently fulfil orders mainly through the online store. Returns must be arranged in advance. We do not accept unannounced in-person returns. The detailed return address will be provided separately only after we have confirmed that we accept your request. Please do not send the goods back before then.
## 5. Refund timing and method
Refunds will be made to the original payment method. After we receive the returned goods and complete our inspection, we generally process the refund within **14 working days**. The time it takes for the funds to appear in your account depends on your bank, card scheme, or payment platform.
If a discount code or promotion was used, the refund is calculated on the basis of the amount you actually paid.
## 6. Exchanges
Exchanges are available only in the cases of damage, incorrect goods, or defects described in this policy, and are subject to stock. If the replacement item has a different price, we will confirm with you any additional payment or refund of the difference.
## 7. Cancelling an order that has not yet shipped
If your order has not yet shipped, please contact us as soon as possible to cancel. Once an order has shipped, we do not accept returns because you have changed your mind, except in the cases of damage, incorrect goods, or defects described in this policy, or where the law requires otherwise. If the goods were specially ordered or have already entered a shipping process that cannot reasonably be reversed, cancellation may depend on the circumstances.
## 8. Contact us
Email: museekstudio@gmail.com
Telephone / WhatsApp: +852 9839 8489
Website: https://museek.online