Ordered a Gewa Novita Electric Violin at the beginning of May, I sent a bacs payment as they said my two attempts at paying by credit card had failed, even though on the second attempt I had contacted my card company and they said there should be no problem. A week later I received the violin but on inspection found a crack in the wood where the chin rest was attached. I reluctantly contacted Thomann to arrange for it to be returned and asked for a refund, as I felt that after prolonged use the crack would get worse and there would be no way of fixing it. Thomann wouldn't give me a refund and said they were sending a replacement which arrived a week later. I was very excited that it had come as after a lot of research i felt this one suited my needs. Low and behold this one had a similar crack. Keeping a very long story short, on both occasions Thomann blamed the two delivery companies for the damage, wanted photos of the damage to the violin and boxes emailed to them, the emails they sent were standard like they were used all the time, not once have i received an explanation or apology. I again requested a refund, which according to their terms and conditions can be arranged either on receipt of confirmation of return, which I sent them, or on receipt of returned goods. They received the violin on the 2nd June, they told me it would take 5 to 7 days to receive the refund in my bank, almost two weeks later I am still waiting. I can't decide if Thomann are just arrogant, incompetent or both. Needless to say I wouldn't recommend this company to anyone.