Our Return & Exchange Commitment
We offer a 15-day return or exchange window from the date you receive your order. This gives you adequate time to inspect your Acoustic Guitar, Classical Strings, Amplifier Parts, or any other item from our curated collection, ensuring it meets your professional or creative requirements.
Key Policy Points
- Return Window: 15 days from delivery date.
- Condition: Items must be unused, in original packaging, with all tags, accessories, and documentation.
- Return Shipping: Customer is responsible for return shipping costs unless the item is faulty or incorrect.
- Refund Method: Refunds are issued to the original payment method.
- Processing Time: 5-10 business days after we receive and inspect the returned item.
Step-by-Step Return & Exchange Process
Step 1: Initiate Your Request (Within 15 Days of Delivery)
Contact our support team at [email protected] with your order number and details about the item you wish to return or exchange. Please use the template below to ensure we have all necessary information.
Step 2: Receive Authorization & Instructions
Our team, knowledgeable in both instruments and tools, will review your request and email you a Return Authorization (RA) number and detailed instructions within 1-2 business days. Do not ship any items without this RA number.
Step 3: Package and Ship Your Return
Securely pack the item in its original packaging, including all accessories, manuals, and certificates. Include a copy of your order confirmation or the RA form inside the package. Ship the package to the address provided in your instructions. We strongly recommend using a trackable and insured shipping service (like DHL, FedEx, or EMS) and retaining your proof of postage.
Step 4: Inspection & Processing
Once received at our workshop, our team will inspect the item to ensure it is in resalable condition. This process typically takes 3-5 business days.
Refunds & Credits
Upon successful inspection:
- Refunds: Will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Timeline: Please allow 5-10 business days for the refund to appear in your account after we process it. The exact time depends on your financial institution.
- Exchanges: For size or model exchanges, we will ship the replacement item once the return is received and approved. If the exchange item is of higher value, we will invoice you for the difference.
- Original Shipping Costs: Standard or free shipping charges are non-refundable.
Important Exceptions & Non-Returnable Items
To ensure the safety and integrity of specialized products, certain items are final sale and cannot be returned or exchanged unless they arrive damaged or defective. Based on the nature of our inventory, this includes:
Non-Returnable Items
- Acoustic Strings, Bass Strings, Banjo Strings, Cello Strings, Classical Strings: For hygiene and performance integrity, all opened string sets are final sale. Unopened sets in original, sealed packaging may be returned.
- Book Clearance Items: All clearance books are sold as-is, final sale.
- Custom or Special Orders: Any item ordered to custom specifications (e.g., special tool modifications, non-standard parts) cannot be returned.
- Software or Digital Products: Once accessed or downloaded, these are non-refundable.
Note: This list is based on industry-standard practices for musical instrument retailers serving a global community of professionals and enthusiasts.
Damaged or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us immediately at [email protected] within 48 hours of delivery. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.
International Returns (Outside the United States)
As we serve a global community (excluding some remote regions and parts of Asia), customers returning items internationally are responsible for:
- All return shipping costs, duties, and taxes.
- Ensuring the item is properly declared on customs forms. Mark it as “Returned Goods” to avoid additional charges.
- Choosing a reliable, trackable international carrier (DHL, FedEx, EMS).
Refunds will be issued for the product cost only, minus any original shipping fees.