Refund policy

Made-to-Order Merchandise

Andrea An Music merchandise is made specifically for each customer after an order is placed.

Because of this, we generally do not accept returns or exchanges for:

  • Ordering the wrong size

  • Selecting the wrong colour or product

  • Changing your mind

  • Buyer's remorse

Please carefully review product descriptions, sizing information, and your order details before completing your purchase.

This policy does not limit any rights you may have under applicable consumer-protection laws.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, misprinted, or you receive an incorrect item, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the problem

  • Clear photos showing the item and the issue

We'll review the situation and determine the appropriate resolution, which may include a replacement or refund where applicable.

Please do not return an item without contacting us first. We will provide instructions if any further action is required.

Nothing in this section limits any rights or remedies available to you under applicable consumer-protection laws.

Wrong Size

Because each item is made to order, we generally cannot provide a free replacement, exchange, or refund if the size selected when ordering does not fit, except where required by applicable law.

Please review the sizing information provided on the product page before ordering.

If you receive a different size from the size you ordered, please contact us, as this is considered an order or fulfillment issue.

Order Changes & Cancellations

Orders can enter production shortly after they're placed.

If you need to change or cancel an order, please contact us as soon as possible.

We cannot guarantee that an order can be changed or cancelled after fulfillment has begun.

This does not affect any cancellation or withdrawal rights you may have under applicable consumer-protection laws.

Refunds

Approved refunds will generally be issued to the original payment method.

Processing times after a refund is issued may vary depending on your bank or payment provider.

Original shipping charges and other fees may be non-refundable except where required by applicable law or where the refund results from a damaged, defective, incorrect, or otherwise eligible order.

Returns

Please contact us before returning any merchandise.

If a return is required, we will provide the appropriate instructions. Items should not be sent back without contacting us first.

Return shipping costs may be the responsibility of the customer where permitted by applicable law.

Returned or Undeliverable Packages

If a package is returned because of an incorrect or incomplete address, failed delivery, or another issue preventing successful delivery, please contact us.

Additional shipping charges may apply if the order needs to be shipped again, where permitted by applicable law.

European Union Customers

Customers located in the European Union may have additional rights under EU and national consumer-protection laws.

14-Day Right of Withdrawal

Where the statutory right of withdrawal applies, you generally have 14 days from the date you receive your order to notify us that you wish to withdraw from the purchase.

Please contact us within the applicable withdrawal period before returning or sending any merchandise. We will provide instructions regarding the next steps.

Where permitted by applicable law, the customer may be responsible for direct return shipping costs.

Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies, including goods made to the consumer's specifications or clearly personalized.

Where a statutory withdrawal is valid, eligible payments will be refunded in accordance with applicable law, including applicable standard delivery charges where required.

Faulty or Non-Conforming Goods

EU customers have statutory protections when goods are faulty, damaged, incorrect, or do not conform to what was ordered.

EU consumers generally benefit from a minimum two-year legal guarantee for goods. Available remedies may include repair, replacement, price reduction, or refund depending on the circumstances and applicable law.

Nothing in this policy excludes, restricts, or overrides any mandatory consumer rights available under applicable EU or national consumer-protection laws.