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Withdrawing from sales contracts

General information

Our ultimate goal is your satisfaction with the instrument you purchase from us. For this reason, we offer the opportunity to withdraw from your sales contract (returning merchandise without providing a reason) even beyond what is legally required of us.

After receiving your delivery from the courier or picking up your purchase from one of our stores, you have a full 30 days to inform us of your intent to withdraw from your sales contract (we have extended the period to withdraw from a sales contract from the legally mandated 14 days to 30 days). You can either send the product back to us or return it to any one of our stores. We will return the amount of your purchase within 14 days of accepting your request.


Bring your merchandise to any one of our store locations or send it to the following address. Upon agreement with the Merchandise Returns Department, we can also pick up your item(s) at your location at our own expense (this service can be used once every 90 days).

AUDIO PARTNER s.r.o. - Kytary.cz
Merchandise Returns Department
Mezi vodami 23, 143 00 Prague 4 – Modřany
Merchandise Returns Department hours: Mon.–Sun. 10 a.m.–7 p.m.

With the merchandise, you may also include the withdrawal from sales contract form and a copy of the sales receipt.

We will return your payment either in the same format in which we received it or in a format agreed upon by both parties.

If you wish to exchange your merchandise for something else, please list the code of the desired product (HN...). If the merchandise is in stock, we will ship it out to you immediately. Any difference in price will be handled either by you paying the remaining balance or us returning the amount overpaid.


When shipping merchandise, please make sure it is properly packed. The seller is not responsible for possible damage incurred during shipping.

If the payment is being returned to a bank account outside of the UK, the buyer shall be responsible for any bank fees related to international payments.

Do not send merchandise using cash on delivery methods. We cannot accept such shipments.

The buyer has the option of contacting the Merchandise Returns Department, which will arrange the shipping of your merchandise at the expense of the seller. This service can be used once every 90 days.

If the buyer is a business, funds will be returned once we receive a signed credit note that can be obtained from the Merchandise Returns Department upon request.

Withdrawal from the contract is not possible in the case of an electronic lisense purchase. The customer can try a demo version of the digital content before the purchase.

If the order or part of the order was purchased using a gift voucher, return payment will be in the form of a replacement voucher.

Other rules are subject to legal regulations.

During withdrawals from sales contracts, the seller is not required to return funds to the buyer in advance of receiving the merchandise from the buyer or receiving proof of shipment from the buyer.

For a withdrawal from a sales contract, the buyer is responsible for any costs related to the return.

For withdrawals from sales contracts, the consumer is entitled to reimbursement solely of the lowest available shipping cost (if he/she chose a more expensive shipping option).

Under the provisions of Section 1837 of the Civil Code, the consumer cannot withdraw from the sales contract in the following circumstances:

  • for merchandise that has been modified upon request of the consumer or for himself/herself
  • for perishable merchandise or for merchandise that has been irreversibly combined with other merchandise
  • for merchandise sold in sealed packaging that has been removed from the package and cannot be returned due to reasons of hygiene
  • for sound or video recordings or computer programmes if packaging has been opened
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