Refund policy

RETURN & REFUND POLICY – THE MUSIC FRONTIERS

At The Music Frontiers, we are committed to providing you with high-quality, custom-designed apparel. Because each of our products is custom printed to order, we do not maintain a physical stock or inventory. Therefore, our return and refund policy strictly applies only to cases where the mistake or defect was made on our part.

Please read our policy carefully before completing your purchase.

1. Order Changes & Cancellations (Before Production)

We understand that mistakes can happen when placing an order. We are happy to support you with size changes, design modifications, or cancellations only if your order has not yet been sent to production (printed).

• If the order HAS NOT been printed: We can modify or cancel it for you free of charge. Please contact us immediately at support@themusicfrontiers.com with your request.
• If the order HAS BEEN printed and shipped: Once our production facility begins printing your custom item or the package has been handed over to the courier, no changes, cancellations, or returns can be made.

2. Eligibility for Returns & Refunds (Only When We Are At Fault)

We gladly accept responsibility and will offer a free replacement or a full refund if your order arrives with any of the following issues due to our error:

• Manufacturing Defects: The item is torn, ripped, or has defective stitching upon arrival.
• Printing Errors: The print quality is severely flawed, misaligned, or does not match the design configuration you purchased.
• Wrong Item Received: We accidentally sent you the wrong design, wrong color, or a different size than what you ordered.

3. Non-Returnable & Non-Refundable Items

Since every shirt is custom-made specifically for you, we cannot accept returns, exchanges, or issue refunds for reasons beyond our control, including but not limited to:

• Incorrect Size Selection: Items that do not fit because the wrong size was chosen at checkout. (Please carefully consult our Size Chart and Measurement Guide provided on each product page before ordering).
• Buyer’s Remorse: Changing your mind, no longer wanting the item, or ordering the wrong color/design by mistake after it has already been printed.
• Shipping Issues: Missing or delayed deliveries caused by incorrect or incomplete shipping addresses provided by the customer.

4. European Union 14-Day Cooling-Off Period (EU Withdrawal Right)

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving the goods, for any reason and without justification, in accordance with the EU Consumer Rights Directive.

To exercise this right:

• Your item must be in the same condition that you received it, unworn or unused, with tags (if any), and in its original packaging.
• You will also need the receipt or proof of purchase.
• You must contact us at support@themusicfrontiers.com within the 14-day period to request the return.

Important note for custom products:
Because our products are custom-printed to order, the EU right of withdrawal does not apply to goods that are made to the consumer’s specifications or are clearly personalized (Article 16(c) of the Consumer Rights Directive). Therefore, returns under the 14-day cooling-off period are only accepted for non-personalized items or when the defect/error is on our side.

If your return is accepted under this EU right, we will provide instructions on how and where to send the package. Items sent back without prior authorization will not be accepted. You are responsible for the return shipping costs unless the return is due to our error.

5. How to Report an Issue

If your item is defective, damaged, or incorrect upon arrival, please contact us immediately so we can make it right:

1. Timeframe: You must contact us within 30 days of receiving your package (or within 14 days if exercising the EU cooling-off right).
2. Process: Send an email to support@themusicfrontiers.com.
3. Required Information: Please include your Order Number (TMF#xxxx) , a brief description of the issue, and clear photos showing the defect, damage, or the incorrect size label.
4. Resolution: Our team will review your photos within 1-2 business days. If the fault is verified to be ours, we will process a brand-new replacement or a full refund to your original payment method, according to your preference.

(Note: Please do not send items back to us without first contacting our support team, as unauthorized returns will not be processed).

6. Refunds Processing

If your refund request is approved due to a verified error on our part (or under the valid EU withdrawal right):

• The refund will be credited back to your original payment method automatically within 10 business days.
• Please keep in mind that it may take additional processing time for your bank or credit card company to post the funds to your account.
• If more than 15 business days have passed since approval and you haven't received your funds, please contact us at support@themusicfrontiers.com.

7. Need Further Assistance?

Our dedicated support team is always here to help you guide through any manufacturing issues.

📧 Support Email: support@themusicfrontiers.com
🏢 Creative Headquarters (Business Correspondence Only): The Music Frontiers, 50/11/11/2 Tay Thanh Street, Tay Thanh Ward, Tan Phu District, Ho Chi Minh City, 700000, Vietnam.

A Note on Production: While our creative design studio is passionately operated in Vietnam, all orders are printed and fulfilled domestically by our professional printing partners in the United States to ensure premium print quality and fast shipping.

Thank you for shopping with The Music Frontiers. We truly appreciate your business and trust!