Refund and Returns Policy

1. When a Return, Replacement, Repair or Refund May Apply

Barbad will assess return and remedy requests in accordance with applicable UAE law. Depending on the circumstances, a remedy may apply where a product is defective, damaged on delivery, incomplete, incorrectly supplied, or materially different from the product ordered or described.

• The product has a defect or does not function as reasonably intended.
• The product was damaged before or during delivery.
• Essential parts or accessories included with the order are missing.
• An incorrect product was supplied.
• The product is materially different from the confirmed order or product description.

Depending on the nature of the issue and the applicable legal requirements, the appropriate remedy may include repair, replacement, return, or refund. Nothing in this Policy reduces any mandatory remedy available to the customer under UAE law.

2. Change-of-Mind Returns

Unless otherwise stated for a particular product or expressly agreed by Barbad, products that are not defective or incorrectly supplied are not returnable solely because the customer has changed their mind, no longer wants the product, or selected the wrong item.

Barbad may, at its discretion, agree to a return or exchange of a non-defective product in individual circumstances. Any such approval may be subject to conditions communicated to the customer before the return is accepted.

This section does not affect any return, replacement, repair, refund, or other remedy that the customer is entitled to under applicable UAE law.

For non-defective products, Barbad may decline a discretionary return or exchange where the nature or condition of the product makes return inappropriate or materially affects its resale value.

• Products specially ordered, personalized, configured, or sourced specifically at the customer’s request.
• Opened consumable items or accessories where opening or use materially affects their condition, hygiene, or ability to be resold.
• Products that have been altered, modified, damaged, or used beyond what is reasonably necessary to inspect them.
• Products returned without essential components, accessories, documentation, or other supplied items where their absence materially affects the product’s condition or value.
• Products damaged after delivery through misuse, improper handling, unsuitable storage, unauthorized modification, or failure to follow applicable care or operating instructions.

These restrictions apply only to the extent permitted by law. They do not exclude any right or remedy arising from a defect, damage occurring before or during delivery, incorrect supply, material non-conformity, or any other circumstance in which applicable UAE law requires a remedy.

4. Reporting an Issue and Requesting a Return

If there is a problem with an order, the customer should contact Barbad as soon as reasonably possible after discovering the issue so that the matter can be assessed and an appropriate next step can be arranged.

• Order number or other proof of purchase.
• Customer name and contact details.
• Product name and, where relevant, model or serial number.
• A clear description of the issue.
• Photographs or video where reasonably helpful to assess damage, defects, missing items, or incorrect supply.
• Any other information reasonably required to assess the request.

Customers should not send or deliver a product back without first contacting Barbad and receiving return or collection instructions. This helps ensure that larger, fragile, or specialized musical instruments are transported and handled appropriately.

Requesting information, photographs, inspection, or other reasonable evidence does not remove any mandatory consumer right available under applicable UAE law.

5. Inspection, Return Transport and Product Condition

Barbad may reasonably inspect a product, or request that it be inspected, before confirming the appropriate remedy. For large, fragile, valuable, or specialized instruments, Barbad may arrange or specify an appropriate method of collection, delivery, or transport.

Customers should follow the return or collection instructions provided by Barbad and take reasonable care of the product while it remains in their possession.

• Where reasonably possible, the product should be returned with its supplied accessories, components, manuals, and other included items.
• The product should be packaged or prepared for transport in a manner reasonably appropriate to its size, value, and fragility.
• Customers should not arrange unauthorized repair, alteration, or dismantling of a product before Barbad has had a reasonable opportunity to assess the reported issue, unless otherwise necessary or permitted by law.

Responsibility for return, collection, inspection, or transport costs will depend on the reason for the return, the circumstances of the case, and applicable UAE law. Barbad will not require the customer to bear costs that the law requires Barbad to bear.

For a discretionary return of a non-defective product accepted by Barbad, any applicable return, collection, delivery, or other reasonable costs will be communicated to the customer before the return is approved.

6. Refunds and Payment Processing

Where a refund is approved, Barbad will process the refund after the relevant return, inspection, cancellation, or other required assessment has been completed.

Refunds will normally be made using the original payment method where reasonably practicable. If this is not possible, Barbad may agree with the customer on another appropriate refund method.

The time required for a refunded amount to appear in the customer’s account may depend on the bank, card issuer, payment gateway, or other payment service provider involved. Barbad does not control processing times imposed by third-party payment providers.

Nothing in this section delays or limits any refund or reimbursement that must be provided within a particular period under applicable UAE law.

Some products sold by Barbad may be covered by a manufacturer, distributor, or supplier warranty. The scope, duration, exclusions, and procedure for any such warranty may vary by product and brand.

Where a product is covered by an applicable warranty, Barbad may assist with assessment, repair coordination, replacement, or referral to the relevant authorized service provider, depending on the product, the nature of the issue, and the terms of the applicable warranty.

• Warranty coverage may require proof of purchase and, where relevant, the product model or serial number.
• Damage caused by misuse, accident, unauthorized alteration or repair, unsuitable storage, or failure to follow applicable operating or care instructions may fall outside a manufacturer or supplier warranty, subject always to applicable UAE law.
• Routine maintenance, tuning, regulation, adjustments, consumable replacement, or normal wear and tear are not automatically treated as product defects unless otherwise required by law or covered by an applicable warranty.
• Customers should contact Barbad before arranging third-party repair or modification where warranty coverage may be relevant.

Any manufacturer, distributor, or supplier warranty is in addition to, and does not replace or limit, any mandatory rights or remedies available to the customer under applicable UAE law.

8. Cancellations and Delivery Issues

Customers who wish to cancel an order should contact Barbad as soon as possible. A cancellation request is not considered accepted until Barbad confirms the cancellation, except where cancellation or another remedy is required under applicable UAE law.

Whether an order can be cancelled may depend on its status, including whether the product has already been dispatched, prepared for delivery, specially ordered, configured, or otherwise processed for the customer.

If an order arrives damaged, incomplete, incorrectly supplied, or materially different from the confirmed order, the customer should contact Barbad as soon as reasonably possible so that the issue can be assessed and an appropriate remedy arranged.

Delivery dates or timeframes communicated by Barbad are estimates unless a specific delivery commitment has been expressly confirmed. Circumstances outside Barbad’s reasonable control may affect delivery times.

Nothing in this section limits any right to cancellation, return, replacement, refund, or other remedy that applies under UAE law.

9. How to Request a Return, Repair, Replacement or Refund

To request a return, repair, replacement, refund, or other assistance relating to an order, contact Barbad Musical Instruments using one of the methods below. Please provide the order number, product details, a description of the issue, and any photographs or video that may reasonably help us assess the request.

• Email: info@barbadpiano.ae
• WhatsApp : +971 50 501 5645

Barbad will review the request and provide appropriate next-step instructions based on the product, the circumstances of the request, and any rights or remedies available under applicable UAE law.

Please do not send a product back before receiving return or collection instructions from Barbad, particularly for large, fragile, valuable, or specialized musical instruments.

This Policy is intended to operate in accordance with applicable consumer protection and technology-based trade laws of the United Arab Emirates.

If any provision of this Policy conflicts with a mandatory consumer right or remedy under applicable UAE law, the applicable legal requirement will prevail to the extent of that conflict.

Any return, exchange, cancellation, or other accommodation that Barbad agrees to provide on a discretionary basis for a non-defective product applies to the particular request and does not create a general entitlement beyond this Policy or any rights provided by applicable law.

Nothing in this Policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot lawfully be excluded, restricted, or waived.