Refund policy
At Mawzoon, every oud is carefully made to order. For this reason, each instrument is inspected and tested before shipping to ensure that it meets our quality standards.
We believe that every customer deserves to receive an instrument that has been handled with care, precision, and respect. That is why every oud goes through a detailed quality check before leaving Mawzoon.
1. Exchange Policy
Exchange is the only available solution at Mawzoon, and it applies only if a clear manufacturing defect is confirmed.
The customer must contact Mawzoon within 3 days from the actual delivery date, according to the shipping carrier’s delivery records.
After this period, exchange requests cannot be accepted, as any delay in opening or inspecting the shipment may affect our ability to verify the condition of the product upon delivery.
2. Requirements for Exchange Requests
To review an exchange request, the customer must:
· Contact Mawzoon within 3 days of the actual delivery date.
· Provide clear photos and videos showing the issue.
· Provide a clear unboxing video, especially in cases involving shipping damage.
· Keep the oud, case, accessories, and original packaging.
· Avoid using, modifying, or attempting to repair the oud through any third party.
Mawzoon reserves the right to review the case through its technical inspection team. The technical team’s decision is final in determining whether the issue is a manufacturing defect or the result of misuse, storage conditions, shipping damage, or any other cause.
3. Cases Not Eligible for Exchange
Exchanges will not be accepted in the following cases:
· Misuse of the oud.
· Dropping, impact, breakage, or damage after delivery.
· Scratches or signs of use.
· Exposure to humidity, heat, or improper storage.
· Repairs or modifications carried out by any third party.
· Removal of any product labels, warranty marks, or identification marks.
· Issues resulting from improper tuning or incorrect handling of the instrument.
· Use of the oud for a period of time after delivery.
· Failure to provide a clear unboxing video in cases involving shipping damage.
· Failure to report the issue within 3 days of delivery.
4. Shipping Damage
If shipping damage is noticed, the customer must contact Mawzoon within 3 days of delivery and provide a clear unboxing video and photos showing the damage.
Mawzoon will assist the customer in handling the issue with the shipping carrier or the shipment insurance provider.
Please note that shipping insurance is handled through the carrier, and any claims for damage or loss are processed according to the carrier’s or insurance provider’s procedures.
5. Exchange Shipping Costs
If an exchange is approved due to a clear and verified manufacturing defect, the customer is responsible for shipping the oud back to Mawzoon, unless otherwise agreed in writing.
Original shipping fees are non-refundable. Any customs duties, taxes, import fees, or clearance charges in the customer’s country are the customer’s sole responsibility. Mawzoon is not responsible for these charges.
If only the case is damaged or defective, the case may be replaced separately; however, the customer is responsible for the shipping cost.
6. Inspection After Return for Exchange
If Mawzoon gives initial approval for an exchange request, the oud must be returned in its original condition, together with the case, packaging, accessories, and any free gifts included with the order.
Once the oud is received by Mawzoon, it will be inspected by the technical inspection team.
If the issue is found to be caused by misuse, damage after delivery, improper storage, or any reason not related to a manufacturing defect, the exchange request will be rejected.
7. Replacement Production Time
If the exchange is finally approved, a replacement oud will be made for the customer.
The production time for the replacement oud will be the same as Mawzoon’s standard production time, as every oud is individually made and inspected before shipping.
An approved exchange request cannot be converted into a cash refund.
8. Accessories and Free Gifts in Exchange Cases
The professional case is part of the Mawzoon experience and is included in the general inspection upon delivery.
Opened or used strings and accessories are not eligible for return or exchange.
If any free gift or complimentary accessory was included with the order, it must be returned with the oud if an exchange is approved.
9. Return Policy
Mawzoon does not accept returns after an order has been confirmed, as each oud is custom-made upon request.
Returns are not accepted in the following cases:
· The customer changes their mind after purchase.
· The customer does not personally like the sound, as long as the oud meets Mawzoon’s approved specifications.
· The customer selected the wrong number of strings or tuning option.
· The oud was purchased as a gift and the recipient does not wish to keep it.
· Any reason not related to a clear and verified manufacturing defect.
10. International Orders and Customs
This policy applies to all domestic and international orders.
Mawzoon is not responsible for any customs duties, taxes, import fees, or clearance charges imposed in the customer’s country.
If the customer refuses to pay customs fees or refuses to receive the shipment, they will not be eligible for a refund.
If the shipment is returned to Mawzoon due to an incorrect address, failure to receive the shipment, or refusal to pay customs duties or required fees, the customer will be responsible for all shipping, return, and additional related costs.
11. Order Cancellation
Customers may cancel their order within the first 24 hours after payment only.
After 24 hours, or once production has started, the order cannot be canceled or refunded, as each oud is custom-made upon request.
12. Payment Fees and Currency Conversion
Any bank fees, payment gateway fees, or currency conversion differences are the customer’s responsibility.
Mawzoon is not responsible for any exchange rate differences, bank charges, or payment provider fees.