Effective Date: March 19, 2026 · Last Updated: March 19, 2026

1. Our Commitment

At Carl Martin, we take pride in the quality and craftsmanship of every product we make. If for any reason you are not fully satisfied with your purchase, we are here to help. This Refund & Returns Policy applies to all physical products purchased directly through carlmartin.com and is in addition to any statutory rights you may have as a consumer under applicable law.

This policy does not apply to Carl Martin Studio software licenses, which are non-refundable once the license key has been issued and activated, except where required by applicable consumer protection law.

2. Your Right to Cancel — EU Consumers

If you are a consumer located in the European Union, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason (the “Cooling-Off Period”), in accordance with the EU Consumer Rights Directive.

To exercise your right of cancellation, you must inform us before the 14-day period expires by contacting us at:

Email info@carlmartin.com
Subject line Order Cancellation — [Your Order Number]

You may use the model cancellation form at the end of this page, but this is not obligatory.

Effects of cancellation: If you cancel, we will reimburse all payments received from you, including standard delivery costs (but not any supplementary costs arising from your choice of a non-standard delivery method). We will process the refund without undue delay and no later than 14 days after receiving the returned goods, using the same means of payment as you used for the original transaction.

3. Returns — All Customers

3.1 Return Window

We accept returns of unused, unopened products in their original packaging within 30 days of delivery. This applies to all customers worldwide, regardless of location.

3.2 Condition Requirements

To be eligible for a return, your item must meet all of the following conditions:

  • The product is in its original, unused condition — unplayed, unmodified, and free from signs of use.
  • All original packaging, accessories, manuals, and included items are present and undamaged.
  • The product shows no physical damage, scratches, or modifications caused after delivery.
  • The return request is made within 30 days of the delivery date.

3.3 Non-Returnable Items

The following items are not eligible for return:

  • Products that have been played, used, modified, or are not in their original condition.
  • Products with missing packaging, accessories, or documentation.
  • Products damaged after delivery due to misuse, accident, or improper storage.
  • Carl Martin Studio software license keys that have been issued and/or activated.
  • Products purchased from authorized dealers or third-party retailers (please contact the retailer directly).

4. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact us at info@carlmartin.com with your order number, the item(s) you wish to return, and the reason for your return.
  2. We will respond within 2 business days with return instructions.
  3. Securely package the item in its original packaging.
  4. Ship the item to the return address provided in our response. We recommend using a tracked and insured shipping service.
  5. Once we receive and inspect the item, we will notify you of the outcome and process your refund or exchange.

5. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

  • Change of mind / buyer’s remorse: Return shipping costs are the responsibility of the customer. We recommend insured, tracked shipping, as we cannot accept liability for items lost or damaged in transit back to us.
  • Defective, faulty, or incorrectly sent items: Carl Martin will cover the cost of return shipping. We will provide a prepaid return label or reimburse reasonable return shipping costs upon receipt of evidence.
  • EU consumers exercising the 14-day right of cancellation: The customer bears the direct cost of returning goods unless we have failed to inform you of this obligation, in which case we will cover the cost.

6. Refunds

6.1 Refund Process

Once we have received and inspected your returned item, we will send you an email confirming whether your return has been approved or rejected. If approved, your refund will be processed within 14 business days.

6.2 Refund Method

Approved refunds are issued to the original payment method used at the time of purchase. We are unable to refund to a different card, account, or payment method unless the original payment method is no longer valid.

6.3 Partial Refunds

A partial refund may be granted in cases where:

  • The returned item shows signs of use, is missing accessories, or is in a condition inconsistent with being “new” — a deduction will be made to reflect any diminished value.
  • Only part of the original order is returned.

6.4 Rejected Returns

If a return is rejected because the item does not meet our return eligibility criteria, we will notify you by email. The item will be made available for collection at your expense, or returned to you at cost if you prefer.

7. Exchanges

We offer exchanges for items that are defective, faulty, or damaged upon arrival, subject to product availability. If you received a defective item and would prefer an exchange, please indicate this when contacting us. We will confirm availability and arrange the exchange at no additional cost to you.

For change-of-mind exchanges (e.g., a different model or colour), we recommend processing a standard return and placing a new order for the desired product.

8. Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us at info@carlmartin.com within 7 days of delivery. Include your order number and clear photographic evidence of the damage or incorrect item.

We will arrange for a replacement, repair, or full refund at no cost to you, including all return shipping costs in such cases.

9. Warranty Claims

If your product develops a defect after the 30-day return window but within the 2-year warranty period, please refer to the warranty claims process set out in our Terms and Conditions rather than this returns process. Contact us at info@carlmartin.com with your proof of purchase and a description of the defect.

10. Statutory Consumer Rights

Nothing in this Refund & Returns Policy affects or limits any statutory rights you may have as a consumer under the laws of your country of residence. In particular, consumers in Denmark are entitled to a 2-year statutory right of complaint under the Danish Sale of Goods Act (købeloven). Consumers in the EU are entitled to a minimum 2-year legal guarantee under the Consumer Sales Directive.

If your statutory rights give you broader protections than those set out in this policy, your statutory rights will prevail.

11. Contact

Email info@carlmartin.com
Response time Within 2 business days
Address Rugvænget 1, 8500 Grenaa, Denmark

This Refund & Returns Policy was last updated on March 19, 2026.

Appendix — Model Cancellation Form (EU Consumers)

To exercise your right of cancellation under the EU Consumer Rights Directive, you may complete and return this form to info@carlmartin.com. Use of this form is optional.

To Carl Martin / Dan Music Partner, Rugvænget 1, 8500 Grenaa, Denmark — info@carlmartin.com
I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:
Product(s) ordered [describe product(s)]
Order number [your order number]
Date of receipt [date you received the goods]
Name of consumer(s) [your full name]
Address of consumer(s) [your full address]
Signature & date [signature if submitted on paper] — Date: [date]