Review Time
I ordered a pair of Hifiman Arya Organic over-ear headphones from the online store Muzix.eu. I received a confirmation email and then nothing happened for a couple of days. I contacted support to get an idea when my order would be shipped. Again, nothing for days. I did not know the shop, so I was close to opening a case with PayPal.They finally answered, and the customer support was friendly and gave me info. The shipment arrived six days later, and as soon as I opened the package and tried the headphone, I realised it did not work properly.Unfortunately, I had received a unit with a QA issue: the left side of the adjustment mechanism is extremely loose. It not only slides when you put it on but also sometimes when you move; it is just too loose to stay in position. It is not a small difference; the right side feels perfect, with strong clicks. The left is pushed out of position by like 1/3 of the force.I immediately contacted them with my request to return the product. They denied it and stated that in their ToS, over-ear headphones are falsely categorised as hygiene items and cannot be returned. They offered to send the headphone back at my cost and repair it.I answered, stating the facts regarding thewrongfull categorisation for an exemption from the return policies for hygiene products and the law in Germany. Again, no answer from them for a week.Only after another email and overall 8 days of waiting did I receive a reply, which ignored my prior email regarding the return policy and stated that they already offered me a warranty repair.I have researched again in full detail what can be found on different lawyer websites regarding consumer rights in Germany and wrote to them again:The warranty handling is not the issue. I requested to return the product within the 14-day return window in accordance with Bürgerliches Gesetzbuch (BGB) § 355 Widerrufsrecht bei Verbraucherverträgen. They are denying my right to return the product with a false claim of it being a hygiene product. By shipping to Germany, you are bound by German law. German law has a clear definition for the exemption from the 14-day return right regarding hygiene products. It only applies to products that are not usable "ohne dass hierdurch gesundheitliche Beeinträchtigungen bei den Verbrauchern zu befürchten sind. / without posing any health risks to consumers." This is 100% not applicable to over-ear headphones; this is debatable for in-ears. I have a right to return the product according to German law. The false claim made by your ToS is not valid. The German law clearly states which very specific cases can be exempt; the product I bought is not exempt from the right to return.It is easy to see that any other Online Shop for Audio Products follows these laws, as The Hifiman Shop (and the same with all other sellers I know: Projekt-Akustik, AKG, Sennheiser, Sony, big electronic chains, Amazon, you name it) offer a 14 or 30 day return policy of opened Over-Ear headphone products. I am awaiting an answer. Muzix.eu seems severely understaffed in Customer Support, so you wait forever for any answer. No fault to the Customer Support team, they where friendly. It is a clear management problem, as are the ToS of the shop and their policy.I hope my tail of a costumer journey keeps someone else from ordering from them or results in them changing their policies to common practice and the law.TL;DR:The Shop muzix.eu ignores the letter of the law in Germany and common practice when it comes to return policies of open-back headphones.They have ToS that do not comply with German law and are different to any other online audio shop I know.This is a shitty business practice at best. It definitely is a terrible customer experience.STAY AWAY - DON'T BUY!
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We are music and technology fans. Specialists in affordable and high-end portable and home digital HiFi. Dac's, amplifiers, speakers, cables, in-ear monitors, headphones and everything you need for realistic listening. Fast and reliable delivery throughout Europe, anywhere in the world on request. Register a customer account and get a refund on all your purchases!
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