Right of withdrawal, returns and complaints policy

This policy governs the right of withdrawal, returns and complaints for products purchased on sax-on.com, the website of Sax & Clarinet ON, operated by Navartina SL.

This policy applies without prejudice to any statutory rights that consumers may have in relation to legal conformity guarantees, faulty products, transport damage, incorrect deliveries or any other rights recognised by applicable law.

1. Seller details

Navartina SL
Trading name: Sax & Clarinet ON
Website: sax-on.com
Address: Calle Pérez Galdós 42, 08012 Barcelona, Spain
Contact form: available on sax-on.com

2. Languages of this policy

This policy is available in Spanish and English.

Both language versions are intended to provide the same legal information in a clear manner for customers of sax-on.com. In case of any discrepancy between language versions, no interpretation shall limit the mandatory rights granted to consumers under the applicable laws of their country of residence.

3. Scope of application

The statutory right of withdrawal regulated in this policy applies to consumers who purchase on sax-on.com for purposes outside their trade, business, craft or profession.

Companies, professionals, self-employed persons, music schools, academies, entities, orchestras, bands, conservatories or buyers purchasing products for commercial, business, professional, teaching, artistic or institutional purposes shall not be considered consumers for these purposes. In such cases, the purchase shall be considered B2B and the statutory consumer right of withdrawal shall not apply, without prejudice to any commercial return conditions that Navartina SL may voluntarily accept in each case and to any rights arising from faulty products, incorrect deliveries or applicable warranties.

The issue of an invoice in the name of a company, professional, self-employed person, entity or educational centre shall not in itself prevent the application of consumer protection rules if the buyer proves that the purchase was made for purposes outside their trade, business or professional activity. Navartina SL may request reasonable information to determine whether the purchase is a consumer purchase or a professional purchase.

4. International purchases

Sax & Clarinet ON sells products to Spain, other European Union countries, the European Economic Area, the United Kingdom and other international destinations, subject to transport availability, applicable restrictions and order configuration.

For consumers residing in Spain, Spanish consumer protection law shall apply.

For consumers residing in other European Union or European Economic Area countries, this policy shall apply without prejudice to any mandatory consumer rights that may apply under the consumer protection laws of the consumer’s country of residence, where such rights cannot be excluded by contract.

For consumers residing in the United Kingdom or other countries outside the European Union or the European Economic Area, Sax & Clarinet ON shall apply this policy to the extent compatible with applicable law, without prejudice to any mandatory rights that may apply to the consumer under the laws of their country of residence.

The choice of Spanish law as the basis for these conditions shall not limit any mandatory rights that may apply to a consumer under the laws of their country of residence.

5. Customs, taxes and import costs for international orders

For orders shipped outside the European Union, the product price and shipping costs charged by Navartina SL shall not include customs duties, import taxes, import VAT, customs clearance charges, local taxes or any amounts charged by customs authorities, carriers, customs agents or external intermediaries, unless expressly stated otherwise during the checkout process.

Where applicable, these amounts shall be the responsibility of the buyer and must be paid to the relevant authority, carrier or entity in the destination country.

If the buyer refuses delivery, fails to collect the order or fails to pay customs or import charges required at destination, and the order is returned to Navartina SL, transport, return, handling, customs, storage or other charges borne by Navartina SL may be deducted from the refund, where legally permitted.

Where such amounts have been paid directly by the consumer to the customs authority, carrier, customs agent or other relevant third party, any refund of those amounts, where applicable, must be requested from that body or entity in accordance with the rules applicable in the destination country.

If the return is due to a faulty product, incorrect delivery or lack of conformity attributable to Navartina SL, Sax & Clarinet ON shall bear the costs legally attributable to it and shall provide the necessary instructions for handling the issue.

Products must be properly packaged and, where applicable, correctly declared for customs purposes as returned goods. The consumer shall be responsible for any costs, delays, rejected shipments, customs holds or additional charges resulting from an incorrect, incomplete or uncoordinated customs declaration, unless the cause is attributable to Navartina SL.

6. Right of withdrawal

Consumers have a period of 14 calendar days to withdraw from the purchase without giving any reason and without penalty.

For purchases of goods, the 14-calendar-day period shall start on the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the product.

In the case of an order containing several products delivered separately, the period shall start on the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the last product.

To meet the withdrawal deadline, it is sufficient for the consumer to send the withdrawal communication before the 14-calendar-day period has expired.

7. How to exercise the right of withdrawal

To exercise the right of withdrawal, the consumer must inform Navartina SL of their decision to withdraw from the purchase by means of an unequivocal statement.

The consumer may do so by any of the following means:

1. Through the online withdrawal function available on sax-on.com, where enabled for online orders.

2. Through the contact form available on sax-on.com.

3. In writing addressed to Navartina SL, Calle Pérez Galdós 42, 08012 Barcelona, Spain.

From 19 June 2026, where a right of withdrawal exists for purchases made online, sax-on.com shall provide an online withdrawal function that is visible, accessible and available during the statutory withdrawal period. This function may be labelled “Cancel / withdraw from this purchase”, “Withdraw from the contract here” or with another equivalent and unambiguous wording.

The online function shall allow the consumer to submit their withdrawal statement and include or confirm, at least:

• The consumer’s name.

• Details identifying the order or contract from which they wish to withdraw.

• An electronic means of communication to receive confirmation of the withdrawal.

Before the request is finally submitted, the website may require an express confirmation action labelled “Confirm withdrawal” or with equivalent and unambiguous wording.

Once the online request has been submitted, Sax & Clarinet ON shall send, without undue delay, an acknowledgement of receipt on a durable medium, such as by email, stating the content of the request and the date and time of submission.

8. Information required to process the withdrawal

The withdrawal communication should include at least:

• Full name of the consumer.

• Order number or invoice number.

• Product or products for which the right of withdrawal is being exercised.

• Date of receipt of the product.

• A clear statement that the consumer wishes to withdraw from the purchase.

• Contact method for receiving confirmation.

• Date of the communication.

• Signature of the consumer, only if the communication is sent on paper.

The consumer may use the following model form, although it is not mandatory.

9. Model withdrawal form

To the attention of Navartina SL, Calle Pérez Galdós 42, 08012 Barcelona, Spain:

I hereby give notice that I withdraw from my purchase contract for the following product or products:

Product/s:
Order or invoice number:
Purchase date:
Delivery date:
Name of the consumer:
Address of the consumer:
Email address or contact telephone number:
Date:

Signature of the consumer, only if submitted on paper:

10. Returning the product

Once the withdrawal has been communicated, the consumer must return or deliver the product to Navartina SL without undue delay and, in any event, no later than 14 calendar days from the date on which the consumer communicated their decision to withdraw.

Returns must be sent or delivered to:

Sax & Clarinet ON
Navartina SL
Calle Pérez Galdós 42
08012 Barcelona
Spain

The deadline shall be met if the consumer sends the product before the 14-calendar-day return period has expired.

The direct cost of returning the product shall be borne by the consumer, unless Navartina SL expressly agrees to bear it or unless Navartina SL is legally required to do so.

The consumer may use the transport company of their choice, provided that the shipment is sent to the address indicated and can be delivered directly to our premises. Shipments addressed to post offices, collection points, parcel lockers, pick-up points or any address other than the one indicated shall not be accepted unless previously and expressly authorised by Navartina SL.

Cash-on-delivery or carriage-forward shipments shall not be accepted unless previously and expressly agreed. If an unauthorised carriage-forward shipment is received, Navartina SL may reject it or deduct the costs incurred from the refund, where legally permitted.

Navartina SL may arrange collection of the product at the consumer’s request. In that case, the collection and handling cost shall be communicated in advance. This cost shall have a minimum amount of €10 including taxes and may vary depending on weight, volume, country of collection, destination and type of product. This cost shall be borne by the consumer unless Navartina SL is legally required to bear it.

11. Condition of the product

The consumer may handle and inspect the product only to the extent necessary to establish its nature, characteristics and functioning, in a manner similar to what would reasonably be possible in a physical shop.

The product must be returned with all accessories, components, protections, packaging, documentation, certificates, mouthpieces, ligatures, caps, necks, straps, cases, cloths, tools, manuals, warranties, promotional gifts and any other items originally included, insofar as they are preserved.

To prevent damage during transport, the product must be properly protected using suitable outer packaging. The product must not be shipped with transport labels attached directly to the case, commercial box or original packaging, as this may damage or depreciate the product.

The consumer shall be responsible for damage suffered by the product during return transport where such damage is due to improper handling, protection or packaging.

12. Wind instruments, hygiene and reasonable testing

Sax & Clarinet ON sells wind instruments and accessories which, by their nature, may come into contact with the mouth, saliva, moisture or respiratory tract, such as saxophones, clarinets, mouthpieces, reeds, mouthpiece patches, cushions, cleaning accessories and other related products.

For wind instruments, reasonable testing of the product must be limited to what is necessary to establish its nature, characteristics and functioning. Prolonged use, rehearsals, lessons, concerts, recordings, performances, intensive practice, exposure to moisture or saliva, assembly marks, wear on pads, corks, mouthpieces, reeds, necks, ligatures or any use exceeding reasonable inspection may result in an objective reduction in value.

Where a product has been used in a way that requires cleaning, sanitisation, disinfection, technical inspection, adjustment, replacement of hygiene accessories, replacement of reeds, reconditioning, repair or professional inspection before it can be resold, Navartina SL may deduct the corresponding depreciation from the refund, where legally permitted and in a justified and proportionate manner.

For products that come into direct contact with the mouth, saliva or respiratory tract, such as mouthpieces, reeds, mouthpiece patches, cushions, hygiene accessories, cleaning products or similar items, the right of withdrawal may not apply where they are supplied sealed, are not suitable for return for health protection or hygiene reasons, and have been unsealed after delivery.

This exception shall not affect any rights the consumer may have in relation to faulty products, lack of conformity, incorrect delivery or applicable statutory warranty.

13. Depreciation for handling beyond what is necessary

The consumer shall be responsible for any reduction in the value of the product resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.

If the product shows signs of use, assembly, wear, moisture, saliva, odours, handling marks, scratches, dents, marks on lacquer, marks on keys, wear on corks, pads, necks, mouthpieces, ligatures, reeds, case, missing accessories, missing documentation, damaged packaging, transport labels attached to the original packaging or any other circumstance that objectively reduces its commercial value, Navartina SL may deduct the corresponding depreciation from the refund.

This depreciation shall not be a penalty. It shall only apply where there is an objective reduction in the value of the product attributable to handling beyond what is necessary, and it shall be communicated to the consumer with an explanation of the reason and, where possible, evidence of the condition of the product received.

For musical instruments, depreciation may include, where appropriate, the reasonable costs of cleaning, sanitisation, inspection, adjustment, replacement of hygiene accessories or reconditioning necessary to resell the product in suitable condition.

14. Refund

Navartina SL shall refund to the consumer all payments received, including, where applicable, the standard initial delivery costs, without undue delay and in any event no later than 14 calendar days from the date on which it was informed of the consumer’s decision to withdraw.

However, Navartina SL may withhold the refund until it has received the returned product or until the consumer has provided proof of return shipment, whichever occurs first.

The refund shall be made using the same means of payment used for the initial transaction, unless the consumer has expressly requested another refund method and provided that this does not result in any additional cost to the consumer.

If the consumer expressly chose a delivery method more expensive than the standard delivery method offered by Sax & Clarinet ON, Navartina SL shall not be required to refund the additional costs resulting from that special delivery method.

Where depreciation applies due to handling beyond what is necessary, Navartina SL may deduct from the refund the amount corresponding to the objective reduction in value of the product, in a justified and proportionate manner.

If the order included gifts, promotional items, free products, conditional discounts, bundles or promotions linked to the purchase, the corresponding promotional items must also be returned. If they are not returned, Navartina SL may deduct the proportional value from the refund, where legally permitted.

15. Exceptions to the right of withdrawal

The right of withdrawal shall not apply in legally excluded cases. Among others, it shall not apply to:

1. Products made to the consumer’s specifications or clearly personalised.

2. Products adjusted, modified, engraved, personalised or prepared specifically in accordance with the consumer’s specific instructions, where such personalisation exceeds ordinary preparation of the product.

3. Products liable to deteriorate or expire rapidly.

4. Sealed products which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.

5. Reeds, mouthpieces, mouthpiece patches, cushions, oral-contact accessories, hygiene products, cleaning products, personal care products or other similar items where they are supplied sealed and have been unsealed after delivery, provided that they are not suitable for return for health or hygiene reasons.

6. Digital content, download codes, digital licences, activation cards, digital products or digital services where performance has begun with the consumer’s prior consent and with the consumer’s acknowledgement that they lose the right of withdrawal in the cases provided by law.

7. Fully performed services, such as adjustments, repairs, maintenance, inspections, personalisations or technical work, where performance has begun with the consumer’s express consent and with the consumer’s acknowledgement that, once the service has been fully performed, they lose the right of withdrawal.

8. Any other case in which applicable law legally excludes the right of withdrawal.

The fact that a product is imported, difficult to replace, reserved, pre-ordered, ordered from a supplier on request or available in limited units does not in itself remove the consumer’s right of withdrawal, unless the product falls under one of the legally excluded cases, such as personalised products, products adjusted to specific instructions or sealed goods not suitable for return for health or hygiene reasons once unsealed.

16. Faulty products, damaged products or incorrect deliveries

This policy regulates the right of withdrawal exercised by the consumer by choice.

If the product received is faulty, has been damaged during transport, does not correspond to the order or lacks conformity, the matter shall be handled in accordance with the statutory conformity guarantee and applicable law. Such a return shall not be treated as an exercise of the right of withdrawal.

In these cases, the consumer must notify Sax & Clarinet ON as soon as possible through the contact form available on sax-on.com, indicating:

• Order number.

• Product affected.

• Description of the issue.

• Photographs of the outer packaging.

• Photographs of the product.

• Photographs of the transport label, where applicable.

• Video or photographs of the defect where useful to assess the issue.

Where the issue is attributable to Navartina SL, transport or lack of conformity of the product, the consumer shall not bear any costs that must legally be borne by Navartina SL.

Navartina SL may offer, as legally appropriate and subject to availability, product replacement, repair, price reduction or refund, in accordance with applicable law.

17. Complaints

If the consumer wishes to submit a complaint, they may do so through the contact form available on sax-on.com.

The complaint should include, where possible:

• Full name.

• Order or invoice number.

• Product affected.

• Reason for the complaint.

• Photographs, videos or documentation useful to assess the issue.

• Contact details.

Navartina SL shall respond to the complaint as soon as possible and in accordance with applicable law.

18. Incomplete, unidentified or incorrectly sent returns

To process any return correctly, we recommend that the consumer first communicates the withdrawal, issue or complaint through the means indicated in this policy.

Cash-on-delivery or carriage-forward shipments, shipments to unauthorised collection points, parcels without sufficient order identification or returns sent to addresses other than the one indicated shall not be accepted unless previously and expressly agreed by Navartina SL.

If a product is received without sufficient information to identify the order or the buyer, processing may be suspended until the return can be correctly identified.

If the product is returned incomplete, with missing accessories, with promotional gifts not returned, with packaging damaged by handling after delivery or with signs of use or handling beyond what is necessary, Navartina SL may apply the corresponding depreciation where legally permitted.