Refund policy

RETURN POLICY

Products Manufactured to the Customer's Specifications

All Romera Brass mouthpieces are individually manufactured after the order has been received and according to the specifications selected by each customer, including dimensions, shapes, finishes and any other characteristics configured during the ordering process.

Each mouthpiece is manufactured specifically for an individual customer and is not a standard product held in stock.

Due to their custom-made nature and the fact that they are manufactured according to the customer's specifications, these mouthpieces are excluded from the statutory right of withdrawal applicable to distance sales, in accordance with the regulations governing goods made to the consumer's specifications or clearly personalised products.

For this reason, returns based on changes of mind, personal preferences, sound expectations, playing feel, comfort, or any other circumstance unrelated to a manufacturing defect or an error in the supply of the product will not be accepted.

Manufacturing Defects

If a product presents a manufacturing defect, Romera Brass will arrange for its repair or replacement at no cost to the customer.

Any replacement will be made using the same model and the same specifications as the original order.

Romera Brass will cover all transportation costs related to the collection of the product and the shipment of the repaired or replacement item.

Incorrect Product Received

If, due to an error, the product received does not correspond to the order placed, Romera Brass will cover the cost of collecting the incorrect product and shipping the correct item at no additional cost to the customer.

Procedure for Reporting an Issue

Any issue must first be reported in writing by email to romerabrass@icloud.com.

Once the request has been reviewed, Romera Brass will provide instructions regarding the procedure to follow and will confirm whether the product qualifies for repair or replacement.

The receipt of the product at the Romera Brass workshop does not imply automatic acceptance of the claim.

All returned products will be inspected to verify that they correspond to the original order and to determine whether a manufacturing defect or supply error exists.

Once the inspection has been completed, Romera Brass will inform the customer of the final decision.