Refund policy
At Syos, we let you try your saxophone mouthpiece at home for 30 days starting from the date of receipt. Should you not be satisfied, you may return the mouthpiece for an exchange or a refund.
Please note that reed boxes are non exchangeable and non refundable products.
Shipping costs for the return of your products are at your own expense and will not be refunded.
For orders shipped outside the European Union, import duties or tariffs paid at checkout are not refundable. These charges correspond to import tariffs required by the destination country customs authorities and are collected on their behalf.
How to request an exchange or a refund?
If you wish to return a Syos product, make sure you received it less than 30 days ago. If so, you can go to our product return portal and fill the return form. After approval, it will give you all the instructions needed (including the return address) to send back your product.
If you want to exchange your product for another product that has a higher price, it is possible provided that you pay the difference. If you want to exchange for a product that has a lower price, we will refund you the difference.
Shipping costs for exchanges
If you ask for an exchange, we will send your new mouthpiece via regular mail. We cover the shipping costs for this new product.
Return requests treatment
Once your return request has been reviewed by Syos team, you will be asked to send back your product(s). Refunds and exchanges are processed when the products are received by the Syos team. Please note that we treat product returns once a week, so there can be a slight delay between the reception of the product(s) and the treatment of the request.
Please note: when an order includes import tariffs collected at checkout (for example for orders shipped to the United States), only the product price will be refunded. Import tariffs (Duties) paid to customs authorities cannot be refunded.
Right of Withdrawal
Under EU Directive 2023/2673 and the EU Consumer Rights Directive (2011/83/EU), you have the right to withdraw from your order within 14 days of receiving your goods, without giving any reason.
To exercise your right of withdrawal, visit our returns portal at: https://syos.co/a/return
You will be asked to provide your name and order reference. Once your request is submitted, you will receive a confirmation by email.
The withdrawal period expires 14 days from the day you, or a third party indicated by you (other than the carrier), take physical possession of the goods.
Exceptions
The right of withdrawal does not apply to:
- Custom-made or personalized products made to your specifications — this includes all mouthpieces from our Sur-Mesure (Custom) collection, which are manufactured individually to order.
- Products that have been used in a way that goes beyond what is necessary to establish their nature, characteristics, and functioning.
Effects of withdrawal
If you withdraw from your order, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive your withdrawal request. We will use the same payment method you used for the original transaction, unless you have expressly agreed otherwise.
We may withhold reimbursement until we have received the goods back, or until you have provided proof of return shipment, whichever comes first. Return shipping costs are your responsibility unless the goods are defective or incorrectly sent