Terms of sale


These terms and conditions of sale apply to the sale of our products on our website, subject to the rights granted by national legislation on consumer protection.

By ticking the box “I accept these general terms and conditions of sale” when you order a product on our website, you confirm that you have read and understood these general terms and conditions of sale and that you agree to be bound by them.

ARTICLE 1: Order

You can order online all the products that are for sale on our website, subject to availability.

If you place an order you must accept these terms and conditions of sale, indicate your delivery address and choose how you wish the products to be delivered and your payment method.

Once the order has been accepted, you will receive an email confirmation for your order from Joué.

The sale will only be final once the order has been confirmed by email by Joué.

Only the email confirmation from Joué will be accepted as proof of the content of the order. Joué reserves the right to suspend, refuse or cancel your order in certain cases, and in particular in the case of an incorrect address, incorrect payment details or failure to pay.

If you wish to track your order, you may contact Joué at support@jouemusic.com for information.

ARTICLE 2: Price

The applicable prices are those indicated at the time of the confirmation of the order. Joué reserves the right to change its prices at any time.

Prices are indicated in euros and do not include delivery costs. The delivery costs are only added to the price when the order is confirmed.

Prices are payable in cash in full when the order is confirmed.

Joué offers a range of payment means to choose from including: Credit card, Visa, Mastercard.

The seller reserves the right to refuse an order if your bank refuses payment.

A 3D secure verification procedure is used by Joué to ensure that payments are secure.

ARTICLE 3: Returns

Good news ! We have extended our return delays for Europe, you can now test your Joué Play for 30 days and return it for free. Want to make a return? It's simple and free!

All you need to do is send an e-mail to support@jouemusic.com mentioning your order number and the reason for your return.

You can request a return up to 30 days after you received your order.

If you have a problem with your Joué product, please contact technical support at this address: support@jouemusic.com

Once you have made your return request, follow these steps:

1. Prepare the package

Place the item back into its original packaging with all the accessories, then put it in a box. Then paste the return label provided by e-mail (valid for 7 days from the date of issue) on the box, over the delivery label.

2. Return the item

Drop off your package at a post office. The shipping costs are covered by Joué Music, so you don't have to pay anything: it's simple and free!

Remember to keep the receipt stamped by the post office.

3. You are refunded!

Your order will be refunded within 10 business days once we have verified that everything is in order. You will receive a confirmation email once the refund has been made.

You live outside of Europe or your country does not appear in the list below? Your 14-day right of withdrawal applies.

If you are a consumer, you benefit, for contracts concluded at a distance, from a right of withdrawal which you can exercise within fourteen (14) days from the date on which you, or a third party other than the carrier and designated by you, takes physical possession of the goods.
As such, you have this period to return any item that does not suit you, without giving a reason, and to request refund without penalty, with the exception of the return costs which remain your responsibility.
Only products in their original condition and packaging, accompanied by all the accessories and documents that were initially in their packaging as well as their purchase invoice, may be returned under the exercise of the right of withdrawal.

The right of withdrawal cannot be exercised for the supply of audio or video recordings or computer software when you have unsealed them after delivery.

The right of withdrawal cannot be exercised for the supply of digital content not provided on a physical medium whose execution has started after your prior express consent and express waiver of your right of withdrawal.

To exercise the right of withdrawal, you must notify Joué, 87 quai des Queyries 33100 Bordeaux (email contact link: support@jouemusic.com) your decision to withdraw from the contract by means of an unambiguous declaration (for example, letter sent by post, fax or e-mail).
Joué will refund you for the price of the product(s) purchased as well as the delivery costs during the initial purchase, with the exception of additional costs arising from the fact that you have chosen, where applicable, a mode delivery other than the cheaper standard delivery method offered by us. We will refund using the same payment method you used for the initial transaction, unless you expressly agree to a different method; in any case, this refund will not incur costs for you.

You must return or return the goods to us without undue delay and, in any event, no later than fourteen (14) days after you have communicated your decision to withdraw from this contract to us. This deadline is deemed to have been met if you return the goods before the expiration of the fourteen (14) day period.
You will have to bear the direct costs of returning the goods.

*eligible countries: Germany, Austria, Australia, Belgium, Croatia, Spain, Estonia, Finland, Greece, Guadeloupe, French Guyana, Hungary, Ireland, Italia, Lithuania, Luxembourg, Malta, Martinique, Mayotte, Netherlands, Poland, Portugal, Czechia, La Réunion, Romania, United Kingdom, Saint Pierre and Miquelon, Slovakia, Slovenia, Switzerland.

ARTICLE 4: Delivery

Joué will deliver the products on the date indicated at time of the order.

The products will be delivered by a carrier provided by Joué depending on the country.

The delivery will be made to the delivery address that you indicated when the order was registered. Products which have been returned to Joué due to inaccurate or wrong delivery address will be reshipped at your expense.

In the event of late delivery or it being impossible to deliver the products ordered, you have the option of terminating the contract, if after having directed Joué to make the delivery of the product (s) within a further reasonable timeframe, we were not able to do so within that timeframe.

The transfer of ownership will occur when the product is handed over to the buyer. Joué will be responsible for the carriage of the products.

In the event of an exchange, if you decide to return the product by means of a different carrier to that provided by Joué, you will be responsible for the carriage of the products.

If at the time of delivery, the original packaging is damaged or opened, you must check the condition of the products. If the products have been damaged, the buyer must refuse the package and indicate a reserve on the delivery note. You must indicate on the delivery slip and in the form of reserves accompanied by your signature any abnormality concerning the delivery (missing or damaged product).

With regard to the delivery of software items, these are considered as having been delivered when they are downloaded from our website.

ARTICLE 5: Guarantee

Products sold by Joué, which is a company with its registered office located at 87 quai des Queyries 33100 Bordeaux, are subject to a sales guarantee of two (2) years as of the delivery of the product which is valid worldwide. This guarantee covers non-conformity defects in respect of the contractual specifications as well as visible and hidden defects which may encumber the product and render it unfit for use.

In the event of a non-conformity, or of visible and hidden defects, you have two (2) years as of the delivery of the product to make a claim by contacting Joué at support@jouemusic.com.

Joué’s after-sales service will repair or exchange products and it can be contacted at support@jouemusic.com once the alleged defect has been recorded and provided that:

-reasonable care has been taken when using the products, and that they were only subject to normal wear and tear;

-the failure was not caused or worsened by damage inflicted deliberately or through negligence, or as a result of an accident while the products were under your control, nor by third-party software, which was not provided by Joué and which was connected to the product.

For exchanges or repairs, the costs for returns will be paid for by Joué.

If Joué is unable to repair or exchange the products, you have the option of requesting the termination of the contract or of requiring a reduction in the sales price of the products.

This guarantee is subject to the rights granted by national legislation on consumer protection. Joué remains legally bound by the legal guarantee on compliance provided by your national legislation.

ARTICLE 6: Force Majeure

In the event of a case of force majeure, caused by a third party to the contract which is unpredictable and insurmountable or due to the wrongful conduct of the buyer, Joué reserves the right to suspend the implementation of this contract, or to terminate it, without any damages or interest being claimable.

The following constitute force majeure – any circumstances or acts which are unpreventable, unforeseeable and external to the parties and which prevent the fulfilment of the contract under normal conditions. Fires, blocking of transportation or supplies, storms, stoppages of telecommunications networks are in particular considered as cases of force majeure.

In this case, you must contact Joué to find out if we will be able to deliver the product within a reasonable timeframe or if the contract will be terminated. In the absence of a reply from us within one month, you may terminate the contract.

ARTICLE 7: Communication and conservation of the contract

Joué will provide you, if you so request, with a copy of the contract which records the sale of the product. Joué will conserve this contract for a period of ten (10) years as of the delivery of the goods and guarantees the buyer access to this contract at any time.

ARTICLE 8: Intellectual property

The content of the site is the property of Joué, which is the sole owner of the intellectual property rights over its content.You undertake not to reproduce or use any part of this content.

ARTICLE 9: Personal data

The conditions governing the processing and collection of your personal data are shown in our confidentiality policy which is available at the following https://jouemusic.com/en/policies/privacy-policy

ARTICLE 10: Divisibility

Should any stipulation of these general terms and conditions of sale be cancelled in whole or in part, the validity of the other provisions shall not be affected.

ARTICLE 11: Mediation

In the event of a dispute, you may apply to a consumer mediator for the purposes of reaching an out of court settlement of the dispute in accordance with the conditions stipulated under part I of Book VI of the Consumer Code or you may seek any alternative method of dispute resolution.

ARTICLE 12: Applicable law

These general terms and conditions of sale are governed by French law, except for the provisions of the United Nations Convention on contracts for the international sale of goods.

ARTICLE 13: The Artist Packs

The instruments in the Artist Packs are offered to users for personal, non-commercial use. They cannot be distributed outside the application without the prior and explicit consent of the copyright holders.