Returns and Refunds
We want you to be fully satisfied with your instrument. Here's what to do if you're not.
Right of withdrawal
You have 14 calendar days from receiving your order to let us know you'd like to return it, with no need to justify a specific reason, in line with standard e-commerce practice.
Return conditions
The instrument must be returned in its original condition, not heavily played, in its original packaging and case. Custom or made-to-order instruments may be subject to specific conditions, specified at the time of order.
Return process
Contact us via WhatsApp or email with your order number. We'll send you the return address and packing instructions to protect the instrument during return transit. Return shipping costs are [to specify: customer's or covered, depending on reason].
Refund
Once the instrument is received and inspected, the refund is processed within 5 to 10 business days via the original payment method.
Defective or damaged instrument on arrival
If you notice a manufacturing defect or transport damage, contact us within 48 hours with photos; we'll offer a full exchange or refund at no cost.
Returns questions
Can I exchange an instrument for a different model?+
Yes, an exchange is possible within 14 days, subject to availability of the desired model and the returned instrument being in good condition.
What should I do if my instrument arrives damaged?+
Photograph the damage on arrival and contact us within 48 hours via WhatsApp or email; we'll arrange a quick exchange or refund.
Are return shipping costs refunded?+
Policy to specify — for a confirmed defect, return costs are covered; for a simple change of mind, they may remain the customer's responsibility depending on current policy.