Refund policy
Returns & Refund Policy
Last Updated: 2026
Please note: We do not publish a fixed return address on this page. After your return request is approved, we will provide you with the exact fulfillment center return address and official RMA authorization. Any unauthorized returns will not be accepted or processed.
For United States Customers
United States online orders do not have federally mandated cooling-off return periods. All returns are governed by our official store policy below.
1. Return Window & Eligibility
We accept returns within 30 days from the delivery date. All instruments and accessories must be unused, unmodified, scratch-free, and complete with original packaging, cases, and factory accessories. Incomplete, damaged, or worn items may receive partial refunds.
Custom engraved items, personalized products, and opened consumables are non-returnable unless defective upon arrival.
2. Shipping Responsibility
Change-of-mind returns: Customer covers all return shipping fees. No prepaid labels are provided.
Damaged or defective items: We cover return shipping costs after receiving photo proof within 48 hours of delivery.
3. Return Process
All US returns require official RMA approval. Please submit your order number to receive the correct US fulfillment center return address. Returns sent without valid RMA will be refused.
4. Transit Risk
Customers are responsible for return packaging and shipping safety. We strongly recommend hard cases and tracked signature-required shipping. We are not responsible for loss or damage during return transit.
5. Refund & Exchange
Refunds will be processed within 14 business days after warehouse inspection. Exchanges are subject to stock availability. We reserve the right to apply restocking fees for incomplete or used return items.
For United Kingdom Customers
This policy complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. Nothing limits your statutory consumer rights.
1. 14-Day Cooling-Off Period
You may cancel and return your order within 14 calendar days from delivery. After submitting your cancellation, you have an additional 14 days to return the goods. All items must be unused, unmarked, undamaged, and fully complete with original packaging and accessories. Partial refund deductions may apply for incomplete or worn returns.
2. Return Shipping
Non-fault returns are customer-funded. We do not provide prepaid return labels for change-of-mind returns. Damaged or faulty items will be covered by our team after evidence submission.
3. Return Procedure
All returns require official RMA authorization from our team. Please contact support with your order number to receive the correct UK fulfillment center return address. Unauthorized returns will be rejected.
4. Faulty Items
Damaged or defective goods must be reported within 48 hours of delivery with photos. Faulty items qualify for full refund or replacement within 30 days under UK consumer law.
5. Non-Returnable Items
Custom personalized instruments, opened musical consumables, and special-order items are non-returnable unless defective.
6. Refund Timeline
Refunds are processed within 14 working days after warehouse inspection. Bank processing times may vary.
For European Union Customers
Under the EU Consumer Rights Directive, you have a statutory 14-day cooling-off period to return your order starting from the delivery date, for any reason.
1. Return Eligibility
All musical instruments and accessories must be returned unused, undamaged, scratch-free, unmodified, and complete with original packaging, hard cases, manuals, and all factory accessories. Items with visible wear, dents, missing parts, or damaged original packaging may receive a partial refund deduction.
Custom engraved, personalized items, and opened consumables including strings, drumheads, reeds, and mouthpieces are non-returnable unless proven defective upon arrival.
2. Return Shipping Responsibility
Change-of-mind returns: The customer is responsible for all return shipping costs.
Defective, damaged, or incorrectly shipped items: We will cover return shipping costs after photo verification.
3. Return Process
Please submit a return request via your account or contact support with your order number. We will issue official return authorization and the correct local fulfillment center address. Do not return items without approved RMA instructions.
4. Refund Processing
Once our fulfillment center receives and inspects your return, we will process your refund within 14 working days to your original payment method.
5. Transit Safety
Customers are responsible for secure packaging during return transit. We recommend using a hard case and tracked shipping. We are not liable for loss or damage during return delivery.