Return policy

Conditions of exchanges and returns
We sincerely hope 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 an exchange of your product within the limit of 30 days after receiving it. Products can be exchanged for a product of the same value, subject to availability.

 

Returns are not possible under the following conditions:

  1. Products with signs of wear, damage, knocks, scratches, scratches, or with missing user manuals, warranties, accessories etc.
  2. Products that have been listed, and free gifts
  3. Downloaded software products cannot be returned.

 

Returns procedure

All returns must first be approved by Donner and have a valid Returns Authorization (RA) number. Products returned without a valid RA 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@donnerfr.com to obtain an RA number and a return delivery address, or to 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 related issues require return as per photo guide:

1) Original product in its packaging:
Before repacking the item for return, please take at least one photo of the item inside its original packaging.
(If you have already packed the item or if it has not been opened, photo submission for this step is not necessary to avoid unnecessary repacking.)

2) Outer packing:
Take at least one photo of the item's outer packaging, ensuring that all sides are visible.
For larger items, please provide clear photos showing any visible damage to the outer packaging after it has been packed for return. Describe the outer packaging as not visibly damaged in any way after being packed for return.

 


2. To send the package, you can choose your own shipping company or use the prepaid label provided by Donner (if applicable).
Pack the product carefully as required. Once the package has been sent, please let us know by e-mail.


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 can take 8 to 15 working days to transfer the amounts to your current account.
Exchanges and replacements are subject to product availability in stock.

 

Return shipping costs

1. Products with manufacturing defect.
Donnerfr.com bears 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 out and use it for any product returns to Donner.

2. Products free from manufacturing defects.
The return costs will be borne by the buyer if the product has no manufacturing defect. These shipping costs are non-refundable.

If you send a product with a value exceeding €40, it is advisable to use a service that gives you the benefit of the traceability of your shipment, or the purchase of shipping insurance. We do not take warranty responsibility to receive your product.

 

Important Notice :

1. Do not return the package to the address on the package you received. This is not the address that accepts returns and may delay the return process.
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 processing fee of 10 % will be applied.