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Complaints & Damaged Items

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If you should receive a defective, faulty or damaged product or a product with content that does not match the item description on our website, you can complain within 24 months from the date of delivery by contacting us at info@imusic.dk or tel. +45 86 13 73 43.

A claim must always be made within reasonable time after you discovered the defect. We will process the complaint as soon as possible and return to you, if a price reduction or a full refund can be offered or not. If the order only contained the one item that is the subject of the complaint, iMusic will also refund the shipping costs for that order.

We ask you to describe the problem in as much detail as possible, by sending pictures and/or videos of the defect. If you complain more than 6 months after receiving the goods, you must be able to prove that the defect was present when you received the goods. However, for the first 6 months, the burden of proof lies with iMusic.

In order to obtain compensation for a complaint, the defect must have been present before you received the goods. If the damage is due to usage, iMusic will not provide compensation.

In some cases, it may happen that a new item is received from our supplier unsealed or the sealing foil is damaged. In these cases, we do not accept missing or damaged sealing foil as a reason for complaint if the item otherwise is free of defects. iMusic does not sell second hand products. A missing or damaged seal does not mean that a product is used.

For orders within the EU we may choose to provide a return label, if necessary. If you choose to return the item on your own in another way or without our acknowledgment, we will refund the amount it would have cost us if you had used iMusics return label, but only if the complaint is justified. If the claim is not justified, all shipping costs in the complaint case will be charged to the customer.

Due to immense return costs and long transit times for shipments from outside the EU to Denmark, we do not require the return of defective items. Instead we may ask for proof of destruction of the defective item, in order for us to issue a full refund.

However, a return of a defective item on our costs, must at any time be accepted by our customer service in advance.


Complaints - special guidelines for K-pop

K-pop (Korean pop) is a special product category where each product typically comes in several different versions, which are initially distributed randomly.

You are always welcome to indicate a preferred version in a comment to your order (this is done at Step 2 during check-out). However, it cannot be guaranteed that the preferred version will be available. If you order 2 or more of the same album, please leave a comment in your order if you do not want us to send identical versions. You will be contacted if the requested version cannot be delivered.

If you have received a version other than the preferred version and you wish to return the received version, you are still entitled to the general right of withdrawal, provided that you have not broken the seal on the product. As the buyer, you are responsible for the return costs.