All merchandise, except printed or recorded material, may be returned for a full refund of the purchase price excluding shipping and handling costs, if the customer requests a Return Authorization within 30 days upon receipt of the merchandise. No returns are accepted after 30 days. The customer is responsible for all shipping charges both ways. Returns must be in new and unused condition. Items that are damaged during return will not be accepted for refund or exchange. Customers are encouraged to insure returns for their protection. Please retain the shipping carton and packing materials.
Shipping Damage: Claims for shipping damage must be made within 3 days. If possible, please provide photos of the damage and make note of the condition of the box. Damaged products must be repacked with their original packaging. We then can request a claim pick up from the shipping carrier. If a claim is made after 3 days or the original packaging is discarded, the customer is responsible for the damage and shipping charges both ways. Upon proper receipt of the damaged item, we will ship a replacement item or issue a credit/refund.
Defective Products: Claims for defects must be made within 3 business days of receipt. Return service labels will be issued for defects. Upon receipt of the item, we will ship a replacement or issue a credit/refund. Please determine the exact nature of the defect and take photos if possible before contacting us. Often, something that appears as a defect is only a part that jiggled loose during shipping or is a normal condition for a handcrafted instrument.
To return an item, go to your orders history page. Click on the specific order that contains the item you want to return. If your item is eligible for a return, click on "Create Return". Fill out the return form and we will start the return process as soon as we can.