Frequently Asked Questions
Welcome to the official support area of Music Delivery Srl. To optimize request processing times and ensure maximum contractual transparency, our team has structured this centralized archive.
Within this section, you will find all official answers regarding the logistical management of insured shipments, procedures for exercising the right of withdrawal for private customers (B2C), regulations for business purchases (B2B), and technical assistance guidelines coordinated by our internal laboratory in Rome. We invite you to consult the three main topics below to immediately access the information you need.
Orders, Shipments, and Logistics Management
What are the delivery times and how can I track my shipment?
What are the delivery times and how can I track my shipment?
The delivery times indicated on the product pages are estimated and indicative. As soon as the parcels are entrusted to the express courier (GLS, BRT, UPS, SDA, or DPD), the system automatically sends an email containing the tracking code (Tracking Number). The shipping status can also be checked within your account in the "Order history and details" section.
What should I do upon delivery if the packaging appears damaged?
What should I do upon delivery if the packaging appears damaged?
Upon delivery by the carrier, it is contractually obligatory to verify the integrity of the packaging. We recommend always signing the delivery note with the words "Subject to inspection". In the event of obvious damage, it is necessary to refuse the package or accept it by explicitly writing "Accepted with reservation for damaged/punctured packaging". In the absence of this specific written reservation, the courier will not be liable for any internal damage.
Can I modify or cancel an order already confirmed on the website?
Can I modify or cancel an order already confirmed on the website?
An order can be modified or cancelled only before the goods are handed over to the carrier for shipment. To request a timely change or cancellation of the procedure, you must contact our Customer Care by phone at +39 06 56568825. Cancellation requests sent through alternative channels will not be accepted once the package is in transit.
What happens if the recipient is not present at the time of delivery?
What happens if the recipient is not present at the time of delivery?
If the recipient is absent, the goods will be held at the courier's warehouses for a maximum of 7 working days. After this period, the order will be cancelled and the packages returned to our logistics hub. In such an event, the customer is required to fully reimburse Music Delivery Srl for the costs of the double shipment (outbound and return legs).
Right of Withdrawal, Returns and Refunds
Who can benefit from the Right of Withdrawal?
Who can benefit from the Right of Withdrawal?
The Right of Withdrawal, pursuant to the Consumer Code, is reserved exclusively for Private Consumer Customers (B2C) who purchase without a VAT number for purposes unrelated to their professional activity. Purchases made by companies, freelancers or entities with a VAT number fall under B2B commercial contracts and are therefore strictly excluded from the right of withdrawal.
What are the deadlines for requesting a return and getting a refund?
What are the deadlines for requesting a return and getting a refund?
The Consumer Client has the right to withdraw from the purchase within 14 calendar days from the physical delivery of the product, by sending a written communication to info@musicdelivery.net. From the moment of authorization, the customer has an additional 14 days to return the goods at their own expense to our warehouse. Music Delivery Srl will provide a refund within 14 days of the actual return of the goods, after verifying their integrity.
In what cases can a return refund be partial or denied?
In what cases can a return refund be partial or denied?
A full refund is conditional on the complete integrity of the item and its original packaging. In case of damaged packaging, removal of warranty seals or protective cellophane, a fixed deduction of 20% will be applied for restoration costs. For products showing signs of wear or scratches, the deduction varies from 25% to 75%. A refund is totally denied if the software included in the hardware has been opened or the related digital licenses have been activated.
Who bears the shipping costs for product returns?
Who bears the shipping costs for product returns?
According to the law, shipping costs for returning the goods are entirely and exclusively borne by the customer. Shipping is under the complete responsibility of the buyer until receipt is confirmed at our warehouse; for this reason, we strongly recommend using a trackable and fully insured shipping service.
Warranty, Technical Lab and B2B Services
How long is the warranty on products and what defects does it cover?
How long is the warranty on products and what defects does it cover?
The warranty period varies depending on the nature of the purchase: 2 years for private customers (B2C) and 1 year for professionals with a VAT number (B2B). The warranty exclusively covers the repair or replacement of hardware components that show manufacturing defects confirmed by the manufacturer. Accidental damage, wear and tear of consumables (strings, batteries, lamps), and defects caused by improper use or use not in accordance with the user manuals are expressly excluded.
What is the DOA (Dead on Arrival) procedure and how is it handled?
What is the DOA (Dead on Arrival) procedure and how is it handled?
The DOA procedure applies exclusively if a product is found to be non-functional or defective from the very first use, upon unboxing. In this case, the customer must document the anomaly and report it immediately to customer service within the legal terms. Following technical verification, Music Delivery Srl will coordinate the collection and timely replacement of the product at no additional cost to the buyer.
What installment payment or financing options are available?
What installment payment or financing options are available?
Music Delivery Srl offers various solutions to facilitate investments in Pro Audio, Video, and Lighting technologies. Private customers can access online financing through Findomestic Credito Classico (for orders over €350.00) or use rapid installment options such as Scalapay and HeyLight. For companies and VAT-registered individuals throughout Italy, we structure dedicated long-term B2B operational leasing plans to eliminate hardware obsolescence.
What installment payment or financing options are available?
What installment payment or financing options are available?
Our facility in Rome boasts an in-house specialized technical laboratory. To send a product for repair, whether under warranty or out of warranty, it is necessary to first request written authorization from the technical department by sending an email to info@musicdelivery.net. Packages shipped to our logistics center without prior authorization and a return code will not be accepted and will be returned to the sender.
Didn't find the answer you were looking for?
If you need a custom quote for system integration, assistance with an operating lease application, or specific support for a hardware device, please refer to our official contacts and get in touch directly with our offices.