Refund & Returns Policy
Last Updated: September 5, 2026
At loxene.shop, we want you to feel confident every time you make a purchase.
If your order doesn’t meet your expectations, our Refund & Returns Policy explains when a product may be returned, exchanged, or refunded.
Please read the following policy carefully before submitting a return request.
01 — Return Period
Our return policy lasts 30 days from the date your order is delivered.
If more than 30 days have passed since your delivery, we generally cannot offer a refund or exchange unless otherwise required by applicable law.
To be eligible for a return, the product must:
- Be returned within the applicable 30-day period.
- Be unused and in the same condition in which you received it.
- Include the original packaging.
- Include all original accessories, manuals, cables, documentation, and other components supplied with the product.
- Include valid proof of purchase.
For musical instruments and equipment, products must not show signs of playing, installation, modification, misuse, or avoidable wear.
02 — Musical Instruments & Equipment
Because musical instruments and professional equipment can be sensitive products, returned items must be handled with reasonable care.
The following may affect return eligibility:
- Scratches, dents, or cosmetic damage
- Signs of use or playing
- Unauthorized modifications
- Alterations or repairs
- Missing accessories or components
- Damaged original packaging
- Damage caused by improper storage or handling
- Damage caused by unsuitable temperature or humidity conditions
Natural variations in wood grain, finish, color, or texture are not necessarily considered defects.
If you are unsure whether a product qualifies for return, please contact our support team before shipping it back.
03 — Non-Returnable Products
Certain products may not be eligible for return due to their nature, condition, or applicable restrictions.
These may include:
- Gift cards
- Downloadable or digital software products
- Digital products that have already been accessed or downloaded
- Personalized or customized products
- Special-order products where applicable
- Products specifically identified as non-returnable
- Hygiene-sensitive products where the packaging has been opened
- Items that cannot be resold due to their condition
Additional product-specific exclusions may apply and will be communicated where applicable.
04 — Proof of Purchase
To process a return, we require valid proof of purchase.
This may include:
- Order confirmation
- Order number
- Purchase receipt
- Email confirmation
- Other reasonable evidence of purchase
Please do not send a product back without first contacting loxene.shop and receiving return instructions.
05 — Items That Arrive Damaged or Defective
If your product arrives damaged, defective, or materially different from what you ordered, please contact us as soon as possible.
For damaged deliveries, we may request:
- Your order number
- Photographs of the product
- Photographs of the packaging
- A description of the damage
- Video evidence where appropriate
This information helps us investigate the issue with our shipping or fulfillment partners and determine the appropriate solution.
Depending on the circumstances, we may offer a replacement, exchange, repair, or refund.
06 — Partial Refunds
In certain situations, only a partial refund may be available.
This may apply when:
- An item shows signs of use beyond what is reasonably necessary to inspect it.
- Original packaging or accessories are missing.
- The product has been damaged after delivery due to customer handling.
- The product has been modified or altered.
- Parts or components are missing.
- The item is returned outside the applicable return period.
- The product’s condition has materially decreased for reasons not caused by loxene.shop.
The amount of any applicable deduction will depend on the condition of the returned product and the circumstances of the return.
Refunds
07 — Refund Inspection
Once your returned product is received, loxene.shop will inspect the item to determine whether it meets the requirements of this policy.
We will notify you by email when:
- Your return has been received.
- Your return has been approved or rejected.
- Additional information is required.
If your return is approved, the refund will be processed using the original payment method, subject to the applicable payment provider’s processing time.
08 — Refund Processing
Approved refunds are generally issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your:
- Bank
- Credit-card provider
- Payment provider
- Financial institution
loxene.shop cannot control processing times imposed by third-party financial institutions.
09 — Late or Missing Refunds
If you have been notified that your refund has been processed but have not received it, we recommend:
First: Check your bank or payment account again.
Second: Contact your card issuer or payment provider, as refunds may take additional time to appear.
Third: Contact your bank or financial institution to confirm whether the refund is pending.
If you have completed these steps and still cannot locate your refund, please contact us at:
10 — Sale & Promotional Items
Unless otherwise stated at the time of purchase, sale or promotional products may be subject to specific return conditions.
Any return restrictions applicable to a discounted or promotional product will be communicated as part of the relevant offer.
Where applicable law provides a mandatory right to return or refund, those rights remain unaffected.
Exchanges
11 — Product Exchanges
We may offer exchanges for products that arrive defective, damaged, or otherwise qualify under our return policy.
If you need to exchange an eligible product, please contact:
Do not ship the product back until our team has provided return instructions.
Exchanges are subject to product availability.
If the requested replacement is unavailable, loxene.shop may provide another appropriate resolution, such as a refund, where applicable.
12 — Wrong or Incorrect Product
If you receive a product that is different from the product you ordered, please contact us as soon as possible.
We may request photographs of the product and packaging to verify the issue.
If the error is confirmed to be on our side, we will work with you to arrange an appropriate solution.
Gifts
13 — Gift Purchases
If an item was purchased as a gift and shipped directly to the recipient, the available refund or exchange options may depend on the original order and payment method.
Where permitted, an approved return may be issued as store credit or another appropriate form of refund.
If the original purchaser placed the order and payment was made by them, any refund may generally be returned to the original payment method.
Return Shipping
14 — How to Return a Product
Before returning any product, please contact:
Our support team will provide the appropriate return instructions and return address for your order.
Please do not send a return directly to a manufacturer unless specifically instructed by loxene.shop.
15 — Return Shipping Costs
Unless the return is due to an error by loxene.shop or the product arrived defective or damaged, the customer may be responsible for return shipping costs.
Original shipping charges are generally non-refundable unless otherwise required by applicable law or the return is the result of an error on our part.
Where a refund is issued and the customer is responsible for return shipping, applicable return shipping costs may be deducted from the refund where permitted.
16 — Shipping Your Return
For higher-value musical instruments and equipment, we strongly recommend using a trackable shipping service and considering shipping insurance.
loxene.shop cannot guarantee receipt of a return until it has been delivered to us.
Customers should retain their shipping receipt and tracking information until the return has been successfully processed.
Important Product Conditions
17 — Original Packaging
Musical instruments and equipment can be particularly vulnerable during transportation.
Where possible, please use the original manufacturer packaging when returning an item.
Products returned without their original packaging may be subject to additional conditions or deductions where permitted by this policy.
18 — Accessories & Components
A return should include all components originally supplied with the product, including where applicable:
- Cables
- Power adapters
- Cases
- Stands
- Manuals
- Mounting hardware
- Product documentation
- Original accessories
- Included promotional items
Missing components may affect eligibility for a full refund.
19 — Manufacturer Warranty
Some product issues may fall under the manufacturer’s warranty rather than our standard return policy.
If a product develops a fault outside the applicable return period, please contact us.
Our team can help determine whether the issue may qualify for manufacturer warranty support or another available solution.
Contact loxene.shop
Need Help With a Return?
Our team is here to help.
loxene.shop
Email: support@loxene.shop
Address:
901 N Howard Ave
Tampa, FL 33607
United States
Before sending any product back, please contact our support team so we can provide the correct return instructions.
When contacting us, please include your order number and a brief description of the reason for your return.
Our Commitment
At loxene.shop, we believe buying musical instruments should be an enjoyable and confident experience.
We aim to make our return process straightforward, transparent, and fair while ensuring that every instrument and product we sell can continue its journey to another musician in the best possible condition.
Play More. Create More. Make Every Note Count.