Refund and Returns Policy

Last updated: 13 October 2026

 

Thank you for purchasing from UP Events Music.

We want every order to be handled clearly and professionally. This Refund and Returns Policy explains the conditions that apply when requesting a cancellation, return, exchange, repair or refund for products purchased through our website.

Kieran Merritt

Design Director

This policy applies to products sold by UP Events Music, including professional audio equipment, loudspeakers, amplifiers, mixing consoles, accessories, cables, flight cases and related event-production equipment.

Nothing in this policy limits any mandatory consumer rights available under applicable French or European Union law.

1. Consumer Right of Withdrawal

If you are purchasing as a consumer and your order was concluded online, by telephone or through another qualifying distance-sales method, you generally have 14 days from the date you receive the goods to notify us that you wish to withdraw from the purchase.

You do not need to provide a reason for exercising an applicable statutory right of withdrawal.

For an order containing several products delivered separately, the withdrawal period generally begins when the final product, lot or component is received. economie.gouv.fr

To exercise your right of withdrawal, you must contact us before the applicable withdrawal period expires and clearly state that you wish to cancel the purchase.

Simply refusing delivery or returning a product without informing us does not necessarily constitute a valid withdrawal. economie.gouv.fr

2. Returning Products After Withdrawal

After notifying us of an eligible withdrawal, the goods must normally be returned within 14 days.

Unless we have agreed otherwise or applicable law requires UP Events Music to bear the cost, the customer is responsible for the direct cost of returning the goods.

Products should be securely packaged to prevent damage during return transportation.

Where reasonably possible, please include:

• Your order or invoice number
• Customer name
• Contact details
• Product name and serial number, where applicable
• All supplied accessories
• Manuals and documentation
• Original packaging where available

Customers remain responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the nature, characteristics and functioning of the goods, to the extent permitted by applicable law.

3. Refunds Following an Eligible Withdrawal

When a valid consumer withdrawal applies, we will process the refund in accordance with applicable law.

A refund may generally include the amount paid for the goods and the standard delivery charge originally paid, where required by law.

Additional delivery costs resulting from the customer selecting an upgraded or more expensive shipping method may not be refundable beyond the standard delivery cost.

We may withhold reimbursement until the returned goods have been received or until the customer provides satisfactory evidence that the goods have been returned, where permitted by law.

French consumer guidance provides that refunds following an eligible withdrawal are generally due within 14 days after notification, subject to the rules allowing the seller to wait for the goods or proof of shipment. economie.gouv.fr

Refunds will normally be issued through the original payment method unless another method is expressly agreed.

4. Products That May Not Qualify for Withdrawal

The statutory right of withdrawal does not apply to every transaction.

Depending on the circumstances, legal exclusions can apply to certain products or services, including goods produced or customised specifically for the customer and certain services that have been fully performed after the customer expressly requested performance before the withdrawal period expired. economie.gouv.fr

Where an exception applies, this will be communicated when relevant.

Custom-made or specially configured professional audio systems may therefore have different cancellation conditions where permitted by law.

5. B2B and Professional Orders

Orders placed by companies, professional buyers, production businesses, rental companies, event companies, resellers or other customers purchasing primarily for business purposes are treated as B2B transactions unless mandatory law provides otherwise.

The consumer 14-day withdrawal right does not automatically apply to ordinary B2B transactions.

For professional orders, cancellations and returns are therefore subject to:

• The quotation
• Pro-forma invoice
• Purchase agreement
• Commercial terms agreed before payment
• Any written return authorization issued by UP Events Music

A professional buyer should obtain written approval before returning equipment.

Unauthorised B2B returns may be refused where legally permitted.

6. Special Orders and Reserved Equipment

Equipment specially sourced, reserved, configured or prepared specifically for a customer’s order may be subject to different cancellation conditions.

This can include:

• Special-order professional loudspeakers
• Amplifier racks
• Touring systems
• Custom cable packages
• System packages assembled to customer specifications
• Special accessories
• Equipment specifically imported or sourced for an individual order

Any special conditions applicable to such an order should be confirmed before payment.

Mandatory consumer rights remain unaffected.

7. Damaged Products on Delivery

Please inspect your delivery as soon as reasonably possible.

If the outer packaging shows visible damage at the time of delivery, customers should, where possible:

• Note the damage with the carrier
• Photograph the packaging before opening it
• Photograph the affected equipment
• Retain all packaging
• Contact UP Events Music promptly

When contacting us, please provide:

Order or invoice number
Product name
Serial number where applicable
Description of the damage
Clear photographs of the product and packaging

Do not discard damaged packaging until the matter has been reviewed, as the carrier may require evidence.

Reporting transport damage promptly helps us investigate the claim with the carrier.

8. Incorrect Product Received

If we send an item different from the product listed on your confirmed order, please contact us promptly.

Provide:

• Your order number
• The product ordered
• The product received
• Photographs of the product and label
• Serial number where applicable

Once verified, we will provide appropriate instructions for resolving the issue.

Depending on the circumstances, this may involve replacement, collection, return or refund.

9. Missing Items or Accessories

Professional audio equipment may include several accessories, cables or components.

If something listed as included in your confirmed order is missing, notify us promptly after delivery.

Please provide photographs of:

• The delivered equipment
• Packaging
• Contents received
• Product labels
• Serial numbers where applicable

We will compare the claim with the invoice, product description and dispatch records.

10. Faulty or Non-Conforming Products

Consumer purchases may benefit from the French legal guarantee of conformity.

A professional seller must supply goods that conform to the contract. Eligible consumer claims under this guarantee may generally be brought within two years from delivery, whether the goods are new or second-hand. economie.gouv.fr

Depending on the circumstances and legal requirements, remedies can include:

Repair
Replacement
Price reduction
Cancellation and reimbursement

The appropriate remedy depends on the nature of the defect and applicable law.

For qualifying consumer claims, the seller cannot simply exclude or contract out of mandatory legal guarantees. economie.gouv.fr

11. Used and Pre-Owned Equipment

Where equipment is clearly sold as:

Used
Pre-owned
Ex-rental
Demonstration stock
B-stock

the customer should expect reasonable cosmetic signs consistent with the condition described in the listing or invoice.

However, the stated condition must still correspond with the product supplied.

For eligible French consumer transactions, the legal guarantee of conformity can also apply to second-hand goods for two years, although rules concerning proof of when a defect existed differ from new products. economie.gouv.fr

Normal cosmetic wear that was clearly disclosed before purchase is not automatically considered a defect.

12. Hidden Defects

French law also provides protection concerning certain hidden defects that existed before the sale and make the product unsuitable for its intended purpose or significantly reduce its usefulness.

The French government’s consumer guidance states that an action concerning a hidden defect generally must be brought within two years from discovery of the defect. economie.gouv.fr

These legal rights are separate from any voluntary commercial warranty.

13. Manufacturer Warranties

Some products may also include a manufacturer’s commercial warranty.

Where applicable, the duration and conditions of that warranty depend on the manufacturer and specific product.

A manufacturer’s commercial warranty operates separately from mandatory statutory consumer rights.

Nothing in a manufacturer’s warranty removes the legal obligations that apply to UP Events Music as the professional seller where applicable.

14. Return Condition

Unless a return concerns a defect or other legal right where different rules apply, returned products should be:

Complete
Securely packaged
Accompanied by supplied accessories
Returned with manuals and documentation where available
Free from damage caused after delivery

Professional equipment should not be modified before return.

Examples of modifications that may affect a voluntary return request include:

• Drilling or altering flight cases
• Cutting or modifying cables
• Repainting equipment
• Removing identification plates
• Altering connectors
• Installing non-standard components
• Removing or damaging serial-number labels

Mandatory legal rights remain unaffected.

15. Serial Numbers and Product Identification

Many professional audio products carry unique serial numbers.

Returned equipment must correspond to the serial numbers supplied with the original order.

Products with deliberately removed, altered or obscured identification numbers may require additional investigation and may be refused where legally permitted.

16. Return Authorization

Before returning professional audio equipment, please contact UP Events Music.

Once the return is approved where approval is required, we will provide the appropriate return instructions.

Please do not send equipment to an address obtained independently from search engines, social media or third-party directories.

Returns should only be sent according to the instructions provided directly by UP Events Music.

17. Return Shipping

The party responsible for return shipping costs depends on the reason for return and the rights applicable to the transaction.

For an eligible change-of-mind consumer withdrawal, the customer may generally be responsible for direct return costs where properly informed. economie.gouv.fr

Where goods are confirmed to be defective, incorrect or otherwise non-conforming, different rules may apply.

Because professional audio equipment can be large, fragile and expensive, we strongly recommend appropriately insured and trackable transportation.

18. Packaging Professional Audio Equipment

Professional speakers, amplifiers and mixing consoles should be packaged appropriately for their weight and value.

Where applicable, use:

Original transport packaging
Suitable protective foam
Flight cases
Palletisation for heavy products
Corner protection
Secure strapping
Appropriate freight packaging

UP Events Music is not responsible for return damage resulting from inadequate packaging where responsibility may legally be placed on the sender.

19. Refund Inspection

When returned equipment arrives, we may inspect:

• Product identity
• Serial number
• Physical condition
• Included accessories
• Packaging
• Functionality where appropriate
• Any reported defect

Inspection is intended to confirm the reason and condition of the return.

It does not reduce statutory consumer protections.

20. Refund Method

Approved refunds will normally be made using the same payment method used for the original transaction, unless another method is agreed or required.

Processing times after a refund is issued may vary depending on the customer’s bank or payment provider.

UP Events Music cannot control additional processing time imposed by financial institutions.

21. Shipping Charges

Whether original delivery charges are refundable depends on the reason for the return and applicable law.

For eligible statutory consumer withdrawals, the standard delivery charge may be refundable as required by law.

Optional premium services may not be refundable beyond the amount attributable to standard delivery.

For voluntary B2B returns, shipping costs are governed by the commercial agreement.

22. International Returns

International customers should contact us before sending equipment back.

Returns crossing national borders may involve:

Customs documentation
Export documentation
Import procedures
Taxes or duties
Freight charges

Customers must follow the return instructions provided.

Where goods are returned from outside the European Union, clearly identifying the shipment as returned merchandise may help prevent unnecessary import charges, subject to applicable customs requirements.

23. Orders Refused at Delivery

Refusing delivery is not necessarily the same as formally exercising a right of withdrawal.

French consumer guidance specifically notes that simply returning or refusing goods without clearly communicating the decision to withdraw may not be sufficient. economie.gouv.fr

Customers wishing to cancel an eligible order should therefore contact us formally.

24. Cancelled Orders Before Dispatch

If you wish to cancel an order that has not yet been dispatched, contact us as soon as possible.

We will check the current preparation status.

If cancellation is legally available or commercially accepted, we will confirm it in writing.

Special-order, customised and B2B equipment may be subject to different terms.

25. Exchanges

Where appropriate, an exchange may be available instead of a refund.

An exchange remains subject to:

• Product availability
• Reason for return
• Applicable consumer rights
• Condition of returned goods where relevant

If the requested replacement is unavailable, another legally appropriate remedy may apply.

26. Rental Equipment

This policy primarily governs products purchased from UP Events Music.

Equipment hired or rented from UP Events Music is governed by the applicable rental agreement and its own cancellation, damage, deposit and return conditions.

A purchased product should therefore not be confused with rented event equipment.

27. Refunds We May Refuse

Where legally permitted, a voluntary return or refund may be refused where:

• The return falls outside the applicable contractual period
• A B2B buyer returns equipment without prior agreement
• A product has been substantially altered or damaged after delivery
• The serial number does not correspond with the supplied equipment
• The customer cannot provide sufficient purchase information
• A statutory exception to withdrawal applies
• The requested refund is inconsistent with the agreed commercial terms

This section does not exclude mandatory statutory consumer rights.

28. Fraudulent or Abusive Return Claims

UP Events Music reserves the right to investigate suspicious return requests, including:

Product substitution
Serial-number mismatch
False damage claims
Missing high-value components
Deliberate product damage

Where appropriate, we may request additional documentation before processing the return.

This does not affect legitimate consumer rights.

29. How to Request a Return

To request a return, please contact UP Events Music and provide:

Full name
Order or invoice number
Product name
Serial number, where applicable
Reason for the request
Photographs where the product is damaged or incorrect

We will review the request and provide the appropriate next steps.

30. Contact UP Events Music

For questions regarding cancellations, returns, refunds, damaged deliveries or product conformity, contact:

UP Events Music
Ozoir-la-Ferrière, France

Email: [Insert official customer-service email]Telephone: [Insert official telephone number]

Please include your order or invoice number in all correspondence.

31. Consumer Rights

Nothing in this Refund and Returns Policy is intended to exclude, restrict or replace any rights that cannot legally be excluded under French or European consumer law.

Where there is a conflict between this policy and a mandatory legal right, the mandatory legal provision applies.