General Terms and Conditions (GTC)

1. Scope 

a) These General Terms and Conditions (hereinafter referred to as “GTC”) apply to all legal relationships between Musik Hug AG (hereinafter referred to as “Musik Hug”) and its private, non-commercial customers as well as institutional customers (hereinafter referred to as the “Customer”). They govern the rights and obligations of Musik Hug and its Customers unless and insofar as these are otherwise regulated in individual agreements. Any terms and conditions that conflict with these GTC shall only be valid if expressly confirmed in writing by Musik Hug. 

b) Musik Hug may amend these GTC at any time. 

2. Customer Service / Support 

For questions and enquiries concerning our stores, Musik Hug employees are available by telephone from Monday to Friday, from 10:00 a.m. to 5:00 p.m.: 

Musik Hug AG
Talacker 21
8001 Zurich

Telephone: +41 44 269 41 41 (Head Office)
Email: info@musikhug.ch 

3. Conclusion of Contract 

a) All offers made by Musik Hug (in particular in catalogues, price lists, tariffs or in the online shop) constitute a non-binding invitation to the Customer to purchase products/services from Musik Hug. By placing an order, the Customer submits a binding offer to conclude a contract. Any automatically generated order confirmation merely informs the Customer that the order has been received by Musik Hug and does not constitute acceptance of the offer. A contract is only concluded upon Musik Hug's express declaration of acceptance or upon the delivery (or initiation of delivery) of the ordered products. 

b) When placing an order online/by telephone, the Customer has the opportunity to review the GTC in advance at www.musikhug.ch/rechtliches/agb/. Orders placed online/by telephone are concluded solely on the basis of these GTC, which shall be deemed accepted at the latest upon receipt of the products.

c) Accessories shown in a product image but not explicitly listed as part of the item are not included in the product offer. 

4. Cancellation and Right of Withdrawal 

a) Orders placed by the Customer may only be cancelled or amended with the written consent of Musik Hug. Musik Hug shall decide at its own discretion. Any costs and/or processing fees arising from the cancellation or amendment may be charged to the Customer. 

b) If the Customer does not accept the products or services offered in accordance with the contract within 10 calendar days, Musik Hug may withdraw from the contract without setting a further deadline. Any costs and/or processing fees associated with the Customer's default in acceptance may be charged to the Customer in full. 

c) If delivery is made against advance payment or simultaneously with payment and the Customer is in default with payment of the price, Musik Hug shall be entitled to withdraw from the contract without further notice or to refrain from providing the service. 

d) If Musik Hug is unable to deliver, the Customer shall have the right to withdraw from the contract no earlier than 20 working days after the agreed delivery date. If the Customer exercises this right of withdrawal, Musik Hug shall refund any amounts already paid. Any further claims, in particular claims for interest or damages, are excluded. 

5. Prices, Shipping Costs and Payment Terms 

a) The prices published at the time the order is placed shall apply. Prices are subject to any price changes made by publishers or suppliers. The Customer is not entitled to offset counterclaims. 

b) All prices are stated in Swiss francs and include statutory value-added tax (VAT). In the area of services (e.g. transport, care and maintenance work, training courses and seminars) or the rental and repair of instruments, individual items may be stated excluding VAT; however, the applicable VAT will be shown on the invoice at the latest. The advance recycling fee (ARF), where applicable, is already included in all prices. 

c) Discounts or vouchers are accepted and deducted exclusively in accordance with the respective stated conditions. 

d) Musik Hug charges the Customer a contribution towards shipping costs for each delivery. This is generally either stated in the respective product description or summarised in an overview of shipping costs.

Shipping is available exclusively within Switzerland and Liechtenstein

Shipping costs (parcels up to 30 kg*) 

Order value 

Up to CHF 19.95   - CHF 7.50
From CHF 20.00 - Free shipping 

* provided that we can divide your order into several 30 kg parcels, delivery will still be free of charge. 

Deliveries:
– Parcels weighing 30 kg or more
– Pianos, grand pianos, harps, drums and other bulky instruments are subject to additional transport costs

We will be happy to provide you with a quotation for delivery before or after you place your order. Delivery costs may range from free delivery (for example, delivery of a small digital piano by DPD) to several thousand Swiss francs (e.g. delivery of a grand piano by helicopter to a holiday home in the Alps). 

Transport costs depend on the size and weight of the instrument as well as the destination (your home address or the location where the instrument will be used). In all cases, we endeavour to offer fair and reasonably priced delivery and, depending on the total value of your purchase, will cover part of the actual transport costs. Particularly when shipping heavy digital pianos, we recommend delivery to the desired room, including assembly and disposal of the packaging. We will be happy to advise you individually on this additional service and provide a cost estimate. 

e) If delivery is made in partial shipments, any shipping costs will only be charged once, unless the partial shipments are required for reasons attributable to the Customer. Orders with delivery addresses outside Switzerland and Liechtenstein may be subject to higher shipping costs, customs duties and import fees, which shall be borne by the Customer. Delivery may be delayed due to customs formalities and long shipping routes. 

f) When paying by credit card, the credit card account will be charged on the day the order is received. Musik Hug offers the following payment methods for online purchases: credit card (Mastercard and Visa), Postcard and invoice (for deliveries within Switzerland only). At its retail locations, Musik Hug accepts Mastercard, Visa, Diners Club and American Express, Postcard/Maestro and offers payment by invoice. Musik Hug reserves the right to require advance payment for any transaction, to exclude certain payment methods and to refer Customers to alternative payment methods. For deliveries abroad, Musik Hug accepts advance payment or credit card payment only. 

Payment by Invoice and Reminder Fees

a) When paying by invoice, the Customer undertakes to pay the invoice amount within 10 calendar days of the invoice date without deduction, unless different terms are stated on the invoice. If the Customer is in default of payment, Musik Hug is entitled to charge CHF 25.00 per reminder as well as default interest of 5%. 

b) Musik Hug is also entitled to assign the collection of a due claim (including any default interest, reminder fees, etc.) to a third party, in which case the debtor shall additionally owe an assignment fee of CHF 50.00 to that third party. 

6. Retention of Title 

Until the purchase price, including any default interest, has been paid in full, the products shall remain the sole property of Musik Hug. Musik Hug is entitled at any time to have the retention of title entered in the official register at the Customer's expense. 

7. Delivery, Acceptance and Inspection 

a) Musik Hug uses transport companies and the postal service for the delivery of products. Delivery is made to the delivery address specified by the Customer. 

b) Orders with delivery addresses outside Switzerland and Liechtenstein may be subject to customs duties and import fees, which shall be borne by the Customer. Delivery may be delayed due to customs formalities and long shipping routes. 

c) The “Musik Hug Complete Service” option includes delivery and installation (e.g. for grand pianos with a Dampp-Chaser). The Customer shall ensure that the necessary conditions for delivery and installation are met on their side. Extraordinary work and special equipment (e.g. crane, helicopter, special equipment) will be charged according to the work involved or in accordance with a separate quotation. 

d) The Customer is obliged to accept the service offered by Musik Hug in accordance with the contract and to make the necessary arrangements for this purpose. Musik Hug shall not be liable for delays, in particular those resulting from an inability to deliver or otherwise attributable to the Customer. 

e) In the event of obstacles to or delays in delivery, the Customer will be informed as soon as possible. In the event that delivery is impossible or significantly impeded, Musik Hug reserves the right not to provide the promised service. In such a case, the Customer will be notified and any payments already made will be refunded immediately (without interest). Further claims against Musik Hug are excluded. 

f) Benefit and risk relating to the product shall pass to the Customer upon handover of the product to the Customer or to a recipient designated by the Customer. In the case of a sale involving shipment, benefit and risk shall pass to the Customer as soon as the product leaves the company or is handed over to the transport company/postal service. If shipment is delayed for reasons attributable to the Customer, the risk shall pass to the Customer at the time originally scheduled for shipment or handover. 

g) The Customer or their authorised representative must inspect the product immediately upon receipt for correctness, completeness and damage. Any defects must be reported to Musik Hug Support within 10 calendar days of receipt of the product. For the further processing of a damage claim, the product must be retained in the condition in which it was delivered and must not be used or put into operation. A damage report can be submitted directly via the contact form. 

h) If products are delivered with visible transport or packaging damage, the Customer must immediately lodge a complaint with the carrier/postal service and refuse acceptance. Hidden defects must be reported to the carrier within 24 hours of receipt of the products. The Customer is obliged to obtain written confirmation from the carrier/postal service. Any transport damage must be reported to Musik Hug immediately (see form above). 

8. Warranty 

a) Musik Hug places great importance on customer satisfaction and endeavours to review and resolve customer concerns as quickly as possible. As warranty cases frequently require the involvement of the manufacturer, this may take some time. Proof of purchase or the invoice number must be provided, together with as detailed a description of the problem as possible. Warranty claims must be made within the applicable period and in accordance with the respective manufacturer's warranty conditions. 

b) Musik Hug has no influence over the functionality of the products or the warranty services provided by manufacturers. The manufacturer's warranty conditions therefore always apply. Used goods (e.g. pre-owned instruments) are covered by a 6-month warranty. The manufacturer's warranty does not restrict statutory warranty obligations. Musik Hug may fulfil its warranty obligations, at its discretion, by repair, replacement, rescission or price reduction. 

c) In the event of a warranty claim, manufacturers provide for repair or replacement with an identical or equivalent product. The decision rests with the manufacturer in all cases. The Customer is not entitled to rescission or a price reduction. In the case of unique items, pre-owned items or special-price offers, there is no entitlement to an equivalent replacement. 

d) The provision of warranty services does not extend or renew the warranty period for the product.

e) If the manufacturer or service partner charges costs for a repair that is not covered by the warranty, these costs shall be borne by the Customer. For products that show no identifiable defect or where the defect is not covered by the manufacturer's warranty, Musik Hug or the manufacturer may charge the Customer for inspection and shipping costs. 

f) Shipping and/or transport costs incurred in connection with statutory or manufacturer's warranty claims shall be borne by the Customer unless otherwise stipulated in the respective warranty conditions. 

g) Statutory and manufacturer's warranties do not cover defects caused by natural events, moisture, falls or impacts, overloading, wear and tear, ageing, inadequate maintenance or care, or improper handling. Statutory and manufacturer's warranties shall lapse if goods are further processed or modified by the Customer despite identifiable defects. Wear parts are excluded from statutory and manufacturer's warranties. Musik Hug provides no warranty for material-related irregularities or unevenness in instruments or accessories, or for minor deviations that are insignificant with regard to the value and usability of the product. No warranty is given for the colour accuracy of products shown in images. This also applies to colour changes that may occur over time as a result of storage and exposure to light. 

9. Returns and Return Shipments 

a) Returns will only be accepted if the product is unused, unopened and therefore in its original packaging and is returned within 14 days. The Customer shall bear the costs of returning or transporting the goods back. 

b) Wind instruments and accessories (e.g. mouthpieces) cannot be exchanged for hygiene reasons. Instruments and accessories can be tested at our retail locations. 

c)  Unless otherwise agreed, the product must be returned to the store where the purchase was made. Online returns should be sent with the note “Goods Return” to “Musik Hug AG, Customer Service, Schützenmattstrasse 14-16, 8180 Bülach”. Please enclose the sales receipt, invoice receipt or delivery note, as otherwise the return cannot be processed. 

d) As a rule, refunds will be made using the same payment method as the original payment. In exceptional cases and by prior agreement, Musik Hug may accept products in return in exchange for a voucher.  

e)  Products that have been specially ordered for the Customer or adapted/modified for the Customer are entirely excluded from return. The same applies to all products offered as pre-owned items or at a special price. 

10. Additional Provisions for the Online Shop 

a) Upon appropriate registration, Musik Hug offers every Customer password-protected direct access to the online shop. This “user account” provides information about completed, open and recently dispatched orders. The Customer is obliged in all cases to provide truthful personal information.

b) Musik Hug reserves the right to delete customer data or block a user account and password at any time. 

c) Customer data in the “user account” and personal access data are treated confidentially by Musik Hug. Any disclosure obligations based on an official order remain reserved. 

11. Courses and Training 

a) Registration becomes binding upon dispatch of the course confirmation. Musik Hug reserves the right to cancel courses due to insufficient participant numbers. In this case, the course fee will be refunded in full (without interest). 

b) Cancellations must be made in writing. For cancellations made after the course confirmation has been sent, we charge a processing fee of 25% of the course fee, but at least CHF 50.00. If the cancellation is made less than 7 days before the start of the course, cancellation fees amounting to 100% of the course fee will be charged. However, with the consent of Musik Hug, another person may attend in the Customer's place. 

12. Disclaimer of Liability 

a) All information regarding products, services, warranty provisions and warranty periods published by Musik Hug and/or originating directly from manufacturers is provided without guarantee. In particular, no liability can be accepted for the accuracy, completeness or currentness of the information. 

b) Subject to the Customer's claims expressly stated in these GTC, all claims by the Customer (in particular claims for damages, claims arising from delivery delays, withholding of the purchase price, compensation for loss of profit, price reduction, termination of the contract or withdrawal from the contract), irrespective of the legal basis and to the extent permitted by law, against Musik Hug and Musik Hug's auxiliary persons and agents are excluded. Any liability for consequential damage resulting from the use of the products is excluded. 

c) No liability can be accepted for the security and protection of data transmitted via the Internet or for the completeness and accuracy of the content of Musik Hug's websites. In particular, Musik Hug accepts no liability whatsoever for direct or indirect damage or consequential damage incurred by users of the websites. 

d) Links, hyperlinks or web addresses leading from a Musik Hug website to one or more other websites are provided solely for the information of Customers. The respective websites are independent of Musik Hug. Musik Hug makes no representations regarding other websites and disclaims all liability in connection with other websites. Links or references to other websites do not imply that Musik Hug endorses the content or use of those websites. 

13. Copyright 

All content in Musik Hug catalogues, websites and the online shop is protected by copyright. Without the prior written permission of Musik Hug, such content may not be reproduced or reused, either in whole or in part, in any form. The storage and reproduction of photographs, illustrations or graphics is also prohibited. Exceptions are specific links provided for download. 

14. Place of Jurisdiction and Applicable Law 

a) The place of performance and exclusive place of jurisdiction is Zurich (subject to mandatory law). 

b) Swiss law shall apply exclusively. The United Nations Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded. 

Musik Hug AG
Zurich, August 2026