Política de reembolso
Refund & Return Policy
Last updated: 1 August 2026
Thank you for shopping at Peter Kovács – oboe-reeds.com.
We value your satisfaction and aim to handle returns, withdrawals, complaints and refunds fairly and in accordance with the applicable consumer protection laws of the European Union and the Slovak Republic.
Nothing in this policy limits your statutory consumer rights.
Right of Withdrawal
If you are purchasing as a consumer, you generally have the right to withdraw from an online purchase within 14 calendar days without giving any reason.
The withdrawal period begins on the day when you, or a third party designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, you must notify us of your decision before the 14-day withdrawal period expires.
You may submit your request:
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through your Shopify customer account, or
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by email at info@oboe-reeds.com.
Please include your name, order number and information identifying the products concerned.
You may also use the model withdrawal form included at the end of this policy, but its use is not mandatory.
You can also download the Model Withdrawal Form here: Download Withdrawal Form (PDF)
Submit a Return Request Through Shopify
To submit a return request through your Shopify customer account:
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Click the profile icon in the online store’s menu.
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Enter the email address used for your order and click Continue.
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Open the email sent by our store and copy the six-digit verification code.
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Return to the online store and enter the verification code.
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Open the relevant order.
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Click Request return.
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If your order contains more than one product, select the products you wish to return.
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Select a return reason and add a note if necessary.
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Click Request return.
After reviewing your request, we will send you further instructions by email.
Submitting a request through Shopify is provided for convenience. You may also exercise your statutory rights directly by contacting us at info@oboe-reeds.com.
Returning Eligible Goods
After notifying us of your withdrawal, you must send eligible goods back no later than 14 calendar days from the date on which you notified us.
Please do not send any products back before receiving return instructions and the correct return address from us.
Unless the product is defective, damaged, incorrect or we agree otherwise, the customer is responsible for the direct cost of returning the goods.
Returned products must be securely packaged to prevent damage during transport.
You may inspect a returnable product only to the extent necessary to establish its nature, characteristics and functionality.
You may be responsible for any reduction in the value of the goods caused by handling beyond what is necessary for such inspection.
Reeds and Hygiene-Sensitive Products
For health protection and hygiene reasons, all oboe reeds, English horn reeds and other products intended to come into contact with the mouth are supplied as hygiene-sensitive products.
Reeds cannot be returned or exchanged after they have been:
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removed from their sealed hygienic packaging;
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opened or unsealed;
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moistened;
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placed in the mouth;
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tested or played;
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adjusted, scraped or otherwise modified;
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used in any other way.
Once the hygienic seal or protective packaging has been opened, broken, removed or otherwise compromised, the product is no longer eligible for return or exchange for hygiene and health-protection reasons.
A reed that has been tested or played cannot be resold and will therefore not be accepted as a return.
This exclusion does not affect your statutory rights if a reed was delivered damaged, defective, incorrect or otherwise did not conform to your order.
Other Non-returnable Products
The following products are also not eligible for return or exchange where an applicable legal exception applies:
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products made according to the customer’s individual specifications;
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clearly personalized or custom-made products;
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Personal Oboe Reeds made according to an individual customer profile;
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products that have been altered, adjusted or damaged by the customer;
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digital or downloadable products after their supply has begun with the customer’s prior consent and acknowledgement;
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goods that are liable to deteriorate or expire rapidly.
Products purchased during a sale or with a discount code are not automatically excluded from the right of withdrawal. However, all hygiene, personalization and custom-made product exclusions described in this policy continue to apply.
Damaged, Defective or Incorrect Products
Please inspect your order immediately after delivery.
Contact us as soon as possible if:
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a product was damaged during delivery;
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a product is defective;
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you received an incorrect product;
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any product is missing from your order;
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the delivered product otherwise does not conform to your order.
Please email info@oboe-reeds.com and include:
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your name;
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your order number;
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a description of the issue;
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photographs or video showing the issue, where possible.
We will assess the issue and provide an appropriate solution in accordance with applicable consumer protection laws.
Where a product was delivered damaged, defective or incorrect, we will provide appropriate return instructions and cover reasonable return shipping costs where required.
Refunds
Once an eligible return has been received and inspected, we will notify you about the status of your refund.
Following a valid withdrawal, we will refund all payments that must be refunded under applicable law, including the cost of the least expensive standard delivery method offered for the original order.
Additional delivery costs resulting from your choice of a more expensive delivery method, such as express or premium delivery, are not refundable.
The refund will be initiated without undue delay and no later than 14 calendar days from the date on which we receive your valid withdrawal notice.
We may withhold the refund until:
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we receive the returned goods, or
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you provide evidence that the goods have been sent back,
whichever occurs first.
Refunds are issued through Shopify and Stripe to the original payment method used when placing the order.
Refunds cannot normally be sent to a different card, bank account or payment method.
After the refund has been initiated, your bank, card issuer or payment provider may require additional processing time before the refund appears in your account. This normally takes approximately 5–10 business days, depending on the payment method and financial institution.
If more than 15 business days have passed since we confirmed that the refund was initiated and you have not received it, please contact us at info@oboe-reeds.com.
Exchanges
We do not offer exchanges for reeds or other mouth-contact products after their hygienic packaging has been opened or the product has been tested.
For eligible unopened products, please contact us at info@oboe-reeds.com before returning the product.
The fastest way to receive another eligible product may be to return the original product and place a new order after the return has been accepted.
Order Cancellations
Contact us as soon as possible if you wish to cancel an order.
If production, personalization or preparation of a custom-made product has already begun, cancellation may no longer be possible.
If the order has already been shipped, the applicable return and withdrawal conditions described in this policy will apply.
Model Withdrawal Form
Complete and send this form only if you wish to withdraw from an eligible purchase contract.
You may send the completed form by email to info@oboe-reeds.com.
To:
Peter Kovács – oboe-reeds.com
Rudlovská cesta 771/40
974 01 Banská Bystrica
Slovakia
Email: info@oboe-reeds.com
ID number: 57096708
VAT number: SK1120929865
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
Product or products:
Order number:
Date ordered:
Date received:
Customer’s name:
Customer’s address:
Customer’s email address:
Date:
Customer’s signature, only if this form is submitted on paper:
Contact Information
Peter Kovács – oboe-reeds.com
Email: info@oboe-reeds.com
Address:
Rudlovská cesta 771/40
974 01 Banská Bystrica
Slovakia
ID number: 57096708
VAT number: SK1120929865
