Dear Customer,

MUSIK PRODUKTIV has been involved in the mail order business since 1974. We wouldn't be one of the most famous European music shops, if it wasn't for our goodwill and flexibility, which are only some of the qualities demonstrated in our extensive range of services. Here in Ibbenbüren you will find a huge selection of products, one of the best selections you will find anywhere in the world. You as a mail order customer benefit from this. Approximately 130 employees in Ibbenbüren and about 30 in Switzerland are here to serve and hopefully gain you as a valued customer for years to come.
We are well aware of our customer-responsibilities ...

Information regarding ordering, delivery, payment, returning and/or exchanging goods ...

The Order
Minimum order amount
Means of Delivery
Delivery
Methods of Payment
The Invoice
Terms of Warranty and Guarantee
The Right of Return
Damage to goods during transportation
Customer service
Important Information for Customers within Germany and the European Union

  The Order

Order with ease online
... you can find our current prices and lots of information at your fingertips: Here you can go to our shop!

Order per E-mail
You really didn't manage to find a certain item in our Online-shop?
If you didn't manage to find a specific item, simply send an email to our order-centre or to the appropriate specialist department.

Order-acceptance by telephone
You prefer to order by phone?
Then simply call our order hotline: +49 (0) 5451 - 909 350 for English-speaking

Direct telephone connections ...
... and straight away you'll have the right specialist on the line, most of whom also speak English.
Here you will find a list of their extension numbers.

... or per fax
Here you will find a list of the fax numbers.

... or simply use the order-card or order-form that can be found at the back of our Catalogue!

  Minimum order amount

For orders within Germany there is no minimum order, you can even place very small orders at fair shipping rates. For abroad orders there is a minimum order amount of Euro 50,-, due to the higher handling costs.

  Means of Delivery

DHL (Deutsche Post)
DHL is our partner for standard shipping of parcels up to 31, 5 kg weight and a max. length of 2 m (Germany only).

Delivery days are all working days (Monday to Saturday) The driver will deliver directly to your doorstep and if you are not at home you will be notified at which DHL station you can pick up the package. DHL stations are normally in the German post office. In remote areas DHL is delivered by the postman.

If your parcel cannot be delivered, it will be stored in your nearest DHL branch or post office for the period of 7 working days. COD fees can be paid when picking up your parcel.

Please note: All COD parcels are charged with a transfer fee of € 2,00 by DHL/Post!

UPS (United Parcel Service)
Our partner for all EU orders is UPS. UPS offers an outstanding tracking and tracing and EU orders arrive within a few days.

Shipping services
Heavy or bulky goods, or goods loaded on pallets, (such as large speakers, heavy guitar amps, large keyboards, racks, casings etc) will usually be sent with a dispatch service. The arrival will be announced by the dispatch company by phone.

Important notice: The shipping service will be charged as a normal delivery. The truck driver however will dispatch the goods to the first door on ground level and no further, as this is not part of the shipping contract. Please make sure that you are present on the time of arrival and according to the size and weight of the goods have helping hands to assist you.

Express ... and more
Our hotline (versand@musik-produktiv.de or Tel. +49 (0) 5451 - 909 108) will help if you need express shipping or have other special wishes. A DHL Express parcel within Germany will cost around 15,- bis 30,- € more, depending on the weight. This is a relative cheap way to have your new gear or spare parts next day. (Only possible if on stock and within a certain size and weight parameter).

If you have submitted an E-mail address to us in your order, you will automatically receive a confirmation mail containing information to the shipping date and the method of shipment. If sent via UPS or DHL we will send you a track and trace number, so you can check the status of your delivery at all times online.

Furthermore you can always call us on Tel: +49 (0) 5451 – 909 108 to get information to your shipment.

  Delivery

Information regarding postage rates, delivery times and the possible methods of payment, can be found on our interactive delivery overview.

  Methods of Payment

How would you like to pay??
Cash on Delivery:
This is the standard method of payment within Germany, which will automatically be designated if you do not select an alternative method. Delivery personnel will collect payment on delivering the parcel. Abroad this payment will be in the local currency. However, this method of payment is not available in all countries.

By credit card:
Payment is possible with a VISA, Eurocard/ Mastercard, or with an Amercian Express card.
Please always enter the complete card number, usually 16-digits, as well as the card validation code (CVC2)). Please enter the expiry date of your credit card. In this way you can make processing easier. We reserve the right to request copies of the credit card and passport/ ID by larger invoice amounts, and may also carry out a credit-assessment.

Prepayment:
If you have chosen prepayment as your method of payment, we will send you an order confirmation respectively a prepayment invoice as an E-mail. All information needed is included in this invoice.
Please transfer the Total amount as stated on the invoice upon receiving it. Please don’t forget to include the order number when transferring the money to the given bank account.
We will ship upon receiving the payment.

  The Invoice

You will find the invoice attached to the outside of your parcel. All individual items will be listed including the actual VAT amount. In this way, you can see at a glance how much you have been charged.

  Terms of Warranty and Guarantee

A 24 Months Warranty für alle neuen Waren ab Auslieferung an Sie. (Gefahrenübergang).
The guarantee for the product is according to the terms of the manufacturer.
The nature and extent of the guarantee can be found together with the appropriate descriptions of the goods.

  5-year Musik Produktiv Guarantee

Additionally to the legal regulations, Music Produktiv will grant a 5 year guarantee on all items declared as such in our catalog, internet shop or specials catalog.

This retailer’s guarantee is however subsidiary against the possible manufacturers guarantee. In this respect the rights resulting from the contract lie solely by the manufacturer of the delivered goods, as far as he has obliged himself by own right to grant a guarantee.

Only products and parts that were purchased from the Musik Produktiv Versand GmbH & Co. KG range are covered. A separate guarantee voucher, the receipt or a settled invoice is needed as a proof of purchase.

1. The Guarantee is restricted to the free of charge remedy of deficiencies, that are verifiable to manufacturing or material faults.

2. The guarantee does not reserve the right to reduce the purchase price, to step back from the contract or to claim compensation in the case of non-fulfilment.

3. The company Musik Produktiv Versand GmbH & Co. KG is authorized to supply a faultless product; this can also mean it being a successor version or an adequate varying product.

4. The guarantee is not valid in the following cases:
a) Products or parts that are subject to wear.
b) For damage due to improper use, improper handling, wrong maintenance and care or by ignoring the operation manual.
c) If the product has been opened or an attempt has been made to repair it.
d) For damage caused by accidents or mishaps, force majeure or other circumstances not influenceable by Musik Produktiv Versand GmbH & Co. KG.
e) If a negligible tolerance occurs between current and normal state.

5. The guarantee is only valid in combination with the original invoice as well as other documents such as Music Produktiv guarantee-and service documents and must be claimed with in the 5-year warranty period in written form or as E-mail.

6. Fulfilled guarantee will not influence the guarantee time according to automatic renewal or extension time.

7. Musik Produktiv Versand GmbH & Co. KG is eligible to refuse guarantee claims if the faulty product is sent to us failing to produce a valid invoice and, if supplied, a Musik Productive service pass. Further more a written report to the fault is needed. Musik Produktiv Versand GmbH & Co. KG will repair or supply spar parts ASAP.

8. If a claim under guarantee is declared with in the first 24 months after purchase, then Musik Produktiv GmbH & Co.KG will cover the inbound and outbound shipping charges. Musik Produktiv Versand GmbH & Co. KG will supply the claimant a Freeway-sticker. After the product is repaired, Musik Produktiv GmbH & Co.KG will return the product free of charge to your door. If you are claiming a valid guarantee after the first 24 months, thus in the prolonged warranty time of up to 5 years after the date of purchase, the shipping charges must be paid by the claimant.

This agreement to cover the shipping charges is only valid for customers living in Germany. In all other cases the shipping charge is not a part of the warranty declaration and therefore must be covered by the customer.

The peril of incoming returns lies solely and thoroughly with the customer. Out going shipments are at the risk of Musik Produktiv Versand GmbH & Co. KG.

9. If the supplied Musik Produktiv-Service pass requires the purchased items to have a regular maintenance or check-up, then the guarantee can only be granted if compliance of the demanded services, where applicable, can be verified. Charges can occur in cohesion with necessary regular maintenance or check-ups, these are not part of the warranty and are to be beard by the customer. Musik Produktiv or a named service partner of ours, will provide the scheduled maintenance, as stated in the guarantee bond of the service pass. The necessary regular maintenance and check-ups varies depending on the requirements and properties of the product and become part of the guarantee Bond upon receiving a Musik-Produktiv service pass. Non-agreed third party servicing and maintenance will result in expiration of the extended 5-year warranty. This however does not affect the manufactures guarantee, as it is solely the manufacturers guarantee and conditions.

10. Further demands, especially damage clams, cannot be affiliated from the guarantee agreement by Musik Produktiv Versand GmbH & Co. KG. All products not distinguished for a 5-year guarantee, are subject to the statutory, 24-month guarantee, as well as any other manufacturer given individual external guarantee.

  The Right of Return

The period for "right of return" or exchange at Musik Produktiv is 30 days from the delivery-date. The reimbursement of the appropriate amount will be carried out by cheque, by a transfer to your bank account, or if payment was with credit card, via a credit note to your credit card account (please see the "right of return" section under the Information for Customers section).
Excluded from this right of return are unsealed data processing media, such as Software, DVDs, CDs, and Books. Brass and wind instruments and vocal microphones are excluded from right of return by regulations regarding hygiene factors. For the same reasons of hygiene, the following items cannot be returned; earplugs, headphones and headsets (e.g .InEar-Monitoring). Furthermore, all goods that have been ordered especially for you, or customised items built to your specifications, are excluded from the right of return or exchange.
Important: The costs for returning items will only be accepted by MP within the 14 day right of return period, and only for deliveries made within Germany.
The goods must be in perfect condition. The right of return may be refused, if there are any marks, scratches or stains etc which cannot be removed. Alternatively, the sum of money to be returned will be adjusted accordingly.
Please do not return the goods without paying the appropriate postage amount!

  Damage to goods during transportation

Please remain calm ...
... and read the instructions included on the Return of goods documents.

Please contact us immediately:
Tel. +49 (0) 5451 - 909 350 (English-speaking Service-Hotline).

We will help you quickly and efficiently.

  Customer service

To request mails and info
To correct or amend address details
Enquiries regarding delivery
Damage to goods during transportation
Hotline

24 hour Service-Hotline: +49 (0) 180 - 50 52 110
E-mail: info@musik-produktiv.de

Regarding our identity:

The mail order address of MP
(also for returns, complaints and exchanges, customer service etc.):

MUSIK PRODUKTIV
Musik Produktiv GmbH & Co.Kg
Fuggerstrasse 6
D 49479 Ibbenbüren

E-mail: info@musik-produktiv.de
Internet: www.musik-produktiv.de

Register of Companies/ Handelsregister: HRA 1836, HRB 1757
Managing Director: Dipl.-Ing. Hubert Dierselhuis, Dipl.-Kfm. Rolf Schock

Essential facts regarding the goods:
MP Mail order sells musical instruments and electronic equipment for musicians, as well as all kinds of accessories and spare parts. For further details regarding the products, you can look in our catalogue or on our internet pages, or look at the product information enclosed with the goods.

The charges for making a telephone order with our Hotline number (Only applies to customers in Germany):
The service hotline offered by us 0180 50 52 100 has a flat-rate cost of 14 Cent/min from a conventional phone connection, with a mobile phone you have to add the minute price of your mobile supplier. All calls made to our usual 05451 numbers incur the normal telephone rates.

Delivery of goods and services are subject to MP's discretion:
MP mail order retains the right to refuse an order, e.g. subject to the goods not being available, or if there are any other difficulties which can be foreseen, which might arise in delivering the goods.

Price of the goods and the additional delivery costs:
All prices stated are in EUROS, and unless otherwise stated, include the legally required taxes and duties that are prerequisite in Germany. In addition you are also required to pay delivery charges. At present, standard delivery in Germany costs Euro 5,90. The goods are insured against loss or damage during transportation. If you have any special requirements regarding delivery, e.g. Express or courier delivery service or regarding the packing or method of transport, these additional costs will be charged at the actual rate, which we could calculate for you in advance.
Delivery costs for abroad can be given on request.

Payment/ Delivery/ Fulfilment of obligations:
All goods including delivery charges must be paid by the time of delivery at the very latest. All goods remain the property of MP mail order until full payment has been made. Deliveries and goods returned within the right of return period are to be carried out in accordance with MP mail order's instructions. The consignment is insured by us. If you desire an alternative method of transport it is at your risk and insurance cover is then your own responsibility. The internationally accepted place of jurisdiction for asserting claims resulting from the order and the sales agreement shall be Ibbenbüren/Germany.

Right of return

The right to return regulations apply to all private customers within the European Union (EU):

Musik Produktiv GmbH & Co.Kg grants an unrestricted right of return on all ordered goods* for 30 days after receipt of goods. Proof that the goods have been sent back to Musik Produktiv GmbH & Co.Kg on time, for example a postal receipt for a small parcel, or documentation from a forwarding agency for larger items, is sufficient to ensure your rights of return. Giving a reason for the return is not essential; it is however, useful for us to know why the goods have been returned and we would be very grateful if you could give us this information. Excluded from this right of return are unsealed data processing media, such as Software, DVDs, CDs, and Books. Brass and wind instruments and vocal microphones are excluded from right of return by regulations regarding hygiene factors. For the same reasons of hygiene, the following items cannot be returned; earplugs, headphones and headsets (e.g .InEar-Monitoring). Furthermore, all goods that have been ordered especially for you, or customised items built to your specifications, are excluded from the right of return or exchange.

Musik Produktiv GmbH & Co.Kg will accept the costs of returning goods if the order was placed and executed within Germany, and if the method of return is one of the ones proposed by Musik Produktiv GmbH & Co.Kg. These methods are: Return per Freeway, using the sticker provided by the Post AG, which we will send to you after we have received your request to return the goods. The alternative is to have UPS or another forwarding agent of our choice collect the goods and for them to return the goods to us. Return by express delivery or courier will not be reimbursed by Musik Produktiv GmbH & Co.Kg. Please do not return goods carriage forward, i.e. without paying for postage/transport. In particular, the return per express service, as offered by many private parcel delivery companies, will not be reimbursed by Musik Produktiv GmbH & Co.Kg. Please use the aforementioned Freeway or Collect service. Only these methods are free of charge to you.

After the legal money back guarantee has expired (14 days) the customer must bear the shipping costs.

In the case of goods being returned by customers ordering from abroad, you will unfortunately have to pay the costs of returning the goods yourself.

The reimbursement of the appropriate amount will be carried out by cheque, by a transfer to your bank account, or if payment was with credit card, via a credit note to your credit card account. This payment will be made immediately, at the very latest 30 days after the arrival of the returned goods, which must be in a perfect, complete and undamaged condition. In this event, any demands regarding the payment of interest and instalments will be cancelled. If you have already used the goods, we retain the right to make a charge for this use. Furthermore, if the goods show signs of use or damage whilst in your possession, such as scratches, you are responsible for paying the difference in value that occurs as a result of this.