Return policy
RETURN AND REFUND POLICY
Last updated: 13 July 2026
This Return and Refund Policy applies to purchases made by consumers through fragmentednl.com, operated by:
Fragmented Music
Synagogestraat 41
3901 TR Veenendaal
The Netherlands
Email: fragmentedmusicnl@gmail.com
By placing an order through fragmentednl.com, the customer agrees to this Return and Refund Policy. Nothing in this policy limits any mandatory consumer rights granted under applicable law.
1. Return period
Customers may request to return an eligible product within 30 calendar days after the date on which the product was received.
To exercise the right to return an order, the customer must notify Fragmented Music within this 30-day period by emailing:
The email should include:
the customer’s full name;
the order number;
the product or products being returned;
the reason for the return, where applicable; and
whether the customer prefers a refund or, where available, a replacement or reprint.
Providing a reason is not required when exercising a statutory right of withdrawal.
Customers must wait for return instructions before sending a product. Products returned without prior notice may take longer to identify and process.
After notifying Fragmented Music of the return, the customer must send the product back without undue delay and no later than 14 calendar days after giving notice of the return.
2. Condition of returned products
Returned products may have been opened, tried on or reasonably inspected. Clothing and accessories must be unwashed.
Products should, where reasonably possible, be returned:
complete;
with their original components and accessories;
in their original packaging;
with any original labels or tags still included; and
in a condition suitable for inspection and further handling.
The customer may handle and inspect a product only to the extent reasonably necessary to determine its nature, characteristics and functioning.
Fragmented Music reserves the right, where permitted by applicable law, to reduce the refund to reflect any loss in value caused by handling or use that goes beyond what is reasonably necessary to inspect the product.
Normal opening of packaging or trying on an item will not, by itself, automatically disqualify a return.
3. Return shipping costs
Unless the product is defective, damaged, incorrect or otherwise non-conforming, the customer is responsible for:
arranging the return shipment;
paying all return shipping costs;
any customs charges, import duties, taxes or administrative costs connected with the return; and
the risk of loss or damage during return transport.
Fragmented Music recommends using a trackable shipping service and retaining proof of shipment until the return has been fully processed.
Fragmented Music is not responsible for returned parcels that are lost or damaged before reaching the return address.
Products must not be returned until Fragmented Music has provided the appropriate return instructions and confirmed the return address.
4. Refunds
Once a return has been received and inspected, Fragmented Music will notify the customer whether the return has been accepted and whether any reduction for diminished value applies.
Approved refunds will be issued to the original payment method.
For an eligible return, the refund will include the purchase price paid for the returned product.
Where mandatory Dutch or European consumer law applies and the customer withdraws from the entire order, Fragmented Music will also refund the cost of the least expensive standard delivery method offered for that order.
Any additional amount paid for express, premium or non-standard delivery will not be refunded unless required by applicable law.
Where only part of an order is returned, the original delivery charge will generally not be refunded unless the delivery charge would have been lower had the returned product not been included in the original order or applicable law requires otherwise.
Fragmented Music will process a legally required refund without undue delay and no later than 14 calendar days after receiving the customer’s withdrawal notice. Fragmented Music may withhold reimbursement until:
the returned products have been received; or
the customer provides satisfactory evidence that the products have been sent back,
whichever occurs first.
The time required for the refund to appear in the customer’s account may depend on the bank, card issuer or payment provider.
5. Replacements and reprints
Instead of requesting a refund, a customer may request a replacement or reprint within 30 calendar days after receiving the product.
Replacement or reprint requests are subject to:
product availability;
confirmation of the reported issue;
the nature and condition of the original product; and
any instructions provided by Fragmented Music.
Fragmented Music may request photographs or other reasonable information to assess a damaged, defective, misprinted or incorrect product.
Where the product is defective, damaged, misprinted, incorrect or otherwise non-conforming, Fragmented Music will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, reprinting, a price reduction or a refund.
A replacement or reprint does not limit any statutory rights the customer may have.
6. Damaged, defective or incorrect products
Customers should inspect their order after delivery.
If a product arrives damaged, defective, misprinted, incomplete or different from the product ordered, the customer should contact Fragmented Music as soon as reasonably possible at:
The message should include:
the order number;
a description of the issue; and
clear photographs showing the product, packaging and reported issue, where reasonably possible.
Customers should not return a damaged, defective or incorrect product at their own expense without first receiving instructions.
Where Fragmented Music is legally responsible for the issue, Fragmented Music will bear the reasonable costs necessary to provide the appropriate remedy.
The 30-day reporting procedure under this policy does not limit any longer statutory guarantee or conformity rights that apply under Dutch, European or other mandatory consumer law.
7. Order cancellations
Customers may request cancellation of an order within 36 hours after the order was placed by emailing fragmentedmusicnl@gmail.com.
A cancellation request is not guaranteed until Fragmented Music has confirmed it in writing.
Fragmented Music may be unable to cancel an order if it has already entered production, fulfilment, packing or shipment. Where an order can no longer be cancelled, the customer may use the applicable return procedure after receiving the order.
This section does not restrict any statutory right of withdrawal.
8. Refused and uncollected parcels
Refusing delivery or failing to collect a parcel does not automatically constitute a valid cancellation or return request.
Customers who wish to withdraw from or return an order must clearly notify Fragmented Music by email in accordance with this policy.
If a parcel is refused, unclaimed, incorrectly addressed by the customer or returned because delivery could not be completed, Fragmented Music may require payment of the reasonable costs of:
the unsuccessful delivery;
return transport;
customs handling;
storage;
administrative processing; and
reshipping,
to the extent permitted by applicable law.
Fragmented Music may deduct legally recoverable costs from any amount to be refunded.
Where the customer requests reshipment, the customer may be required to pay the applicable reshipping costs in advance.
A refused or uncollected parcel does not give the customer an automatic entitlement to a full refund. However, this provision does not permit Fragmented Music to exclude or restrict any mandatory refund, withdrawal, guarantee or consumer right.
9. International returns
Fragmented Music offers products internationally. Customers outside the Netherlands are responsible for checking whether returned goods require customs documentation.
A returned parcel should, where applicable, be clearly identified as returned goods. Fragmented Music is not responsible for delays or costs caused by incomplete or incorrect customs declarations made by the customer.
Original import duties, local taxes, customs fees and brokerage charges are generally not refundable by Fragmented Music. Customers may need to contact their local customs or tax authority to request reimbursement.
Customers outside the European Economic Area may have additional rights under the mandatory consumer laws of their country or region. This policy does not exclude rights that cannot legally be excluded.
10. Statutory right of withdrawal
Consumers located in the European Union or European Economic Area generally have a statutory right to withdraw from an eligible online purchase without giving a reason within 14 calendar days after receiving the goods.
The voluntary 30-day return period offered by Fragmented Music supplements this statutory right and does not replace or restrict it.
A customer may exercise the right of withdrawal by sending an unambiguous statement to fragmentedmusicnl@gmail.com stating the decision to withdraw from the purchase.
It is sufficient for the customer to send the withdrawal notice before the applicable withdrawal period has expired.
11. Legal guarantee and conformity
Products must conform to the sales agreement and possess the quality and characteristics that a consumer may reasonably expect.
This Return and Refund Policy does not replace or limit the customer’s statutory rights concerning defective, damaged, incorrect or non-conforming goods.
Depending on the applicable law and circumstances, a customer may be entitled to repair, replacement, reprinting, a price reduction, cancellation of the purchase or a refund.
12. Abuse and fraudulent claims
Fragmented Music reserves the right to investigate suspected fraudulent, misleading or abusive return claims.
This may include cases involving:
products not originally supplied by Fragmented Music;
deliberate damage;
materially false information;
repeated misuse of the return procedure; or
returns containing missing or substituted items.
Any action taken under this section will remain subject to applicable consumer law.
13. Governing law
This policy and purchases made through fragmentednl.com are governed by the laws of the Netherlands.
Where the customer is a consumer residing outside the Netherlands, this choice of law does not deprive the customer of mandatory protections granted by the laws of the country in which the customer habitually resides, where those protections apply.
Any dispute will be submitted to the competent court under applicable law. Nothing in this section restricts a consumer’s right to bring proceedings before a court that has jurisdiction under mandatory consumer-protection rules.
14. Contact information
Questions, withdrawal notices, cancellation requests, return requests and warranty claims should be sent to:
Fragmented Music
Synagogestraat 41
3901 TR Veenendaal
The Netherlands
Email: fragmentedmusicnl@gmail.com
Website: fragmentednl.com