Return and Exchange Policy
(NOTE: WARRANTY/EXCHANGE/RETURN FORM LOCATED AT BOTTOM OF THIS PAGE.)
At InstrumentalSavings, we do our best to accommodate our customers. However, there are those situations when an item damaged, defective or simply not as expected or purchased by mistake. In these situations, we have to abide by a policy to insure all customers are treated equally. This helps protect our customers as well as our company.
It is the responsibility of the customer to inspect the item(s) purchased immediately after receiving in order to report any manufacturer defects or damage during shipping and to report such defects/damage to InstrumentalSavings.com.
“DEFECT” – Defined by the affect on the playability of the instrument or the functioning of a device purchased. Unplayable instruments or non-functioning devices / equipment falls under this definition.
“DAMAGE” – Defined by the evidence of mishandling by the shipping carrier causing visible damage to instrument or devices / equipment.
InstrumentalSavings.com accepts product returns for refunds only within 15 days after receiving shipment. Refunds will be given only if the following steps are strictly followed:
1. The return authorization form is submitted within 15 days from the date of delivery.
2. The product is returned within 30 days from the date of delivery.
Items that are personalized, made to order (MTO) or custom orders cannot be returned or cancelled once production begins. In an event where an exception is made, there will be a 6% cancellation fee for orders placed after 24 hours.
InstrumentalSavings.com allows 30 days for exchanges after receiving shipment. Anything after this time periods is strictly a warranty claim with the manufacturer. Based on the manufacturer warranty policy, you may be subject to a denied request for a return.
In order to proceed with the Exchange/Return, the buyer must get written approval from the company.
The buyer is responsible for all shipping expenses as well as all other shipping expenses under all circumstances. All returned merchandise must be in original purchase condition with the original packaging fully intact (with the original accessories, manuals, registration information, etc.) and include the original receipt/invoice/packing slip to be eligible for credit. If the item being return/shipment refused for reasons other than shipping damage, it must not show evidence of wear and tear (scratch marks, stains, etc.).
Any returned items without filling out this form and given an RMA number to be stated on the returning item will be refused automatically and not be returnable.
Restocking Fee and credit
All returns that are eligible for credit are subject to an 18% – 20% restocking fee based off of the online price for the product found on InstrumentalSavings.com. InstrumentalSavings.com will issue the credit or refund upon approval of returned merchandise excluding shipping fees. For items with free shipping or shipping included in the price, the customer is responsible for the actual cost of shipping & handling, which will be deducted from the purchase price refund.
Return of defective merchandise
All returns of defective merchandise will be inspected. Approval of returned merchandise includes inspection to confirm there has been no intentional damage, wear or tampering. Discovery of intentional damage, wear or tampering can result in a restocking fee, repair cost and shipping costs.
If you need to return an item: Please complete the Return Authorization Form online and your dedicated staff will contact you to confirm the information within 1-3 business days.
Refusal of Delivery
If an order is refused for a reason other than damage, the customer will be responsible for all shipping costs, including the shipping costs back to the warehouse, and any other costs that occur during the delivery and return process. If the order qualified for free shipping, the customer will be responsible for all actual costs associated with shipping and returning the respective shipment.
Please note: While we make the best effort to accommodate our customers, abuse of this policy will not be tolerated.
InstrumentalSavings.com will cover items damaged by the shipping carrier unless the carrier is the US Postal Service or if the item(s) shipped using your shipping account/carrier.
InstrumentalSavings.com will not cover a shipping damage return and/or replacement if the customer fails to follow the proper procedure.
The procedures to replace a damaged shipment are as follows:
Procedure for items shipped via “non-freight” service such as DHL, FedEx, UPS, etc…
Upon discovery of shipping damage, contact InstrumentalSavings.com immediately via phone at 1-800-860-4077 or via email at firstname.lastname@example.org or email@example.com . Please have the InstrumentalSavings.com purchase order number as well as a description of the damage.
Save all packaging. If possible, take photos of the damaged item including images of the shipping box.
Once contacted, a representative from InstrumentalSavings.com will contact the customer with further instructions which may include repackaging the item in its original shipping box.
InstrumentalSavings.com will replace the shipment at no additional cost after InstrumentalSavings.com has verified that the shipment’s item(s) was in fact damaged during shipment. This process may take 2 to 3 weeks.
Procedure for items shipped via freight service such as UPS/FedEx Freight, Watkins, etc…
The shipment’s recipient must receive the shipment in person and must inspect the shipment when delivered.
The recipient must notify the freight delivery driver of the shipping damage, request damage documentation and refuse the damaged shipment.
Contact InstrumentalSavings.com immediately via phone at 1-800-860-4077 or via email at firstname.lastname@example.org or email@example.com Please have the InstrumentalSavings.com purchase order number as well as a description of the damage.
Once contacted, a representative from InstrumentalSavings.com will contact the customer with further instructions
InstrumentalSavings.com will replace the item at no additional cost to the vendor after InstrumentalSavings.com has verified that the item was in fact damaged during shipment. This process may take 2 to 3 weeks or more.
Lacquer, epoxy and plated finishes are covered under this warranty relative to manufacturing defects only. There is no warranty against deterioration due to perspiration, acid, corrosion, atmosphere, wear and tear or other external causes.
Corks, springs, pads and other parts subject to normal wear have no warranty coverage. Shipping and insurance charges for instruments requiring warranty services are to be paid by the purchaser. If a replacement is needed, the replacement product or part may be either new or refurbished, and may not necessarily be the same brand as your original.
The Warranty excludes all consequential damages. It does not cover damages resulting from accident, misuse, normal wear and tear or tampering.
Warranty Claim Procedure
Please use the form above to begin the warranty claim process. You will be contacted at the email address provided in the form.
- The Warranty starts from the day the instrument is received.
- The warranty covers all defects in workmanship with all labor and material cost for repair.. If a replacement is needed, the replacement product or part may be either new or refurbished, and may not necessarily be the same brand as your original.
- Shipping and insurance charges for instruments requiring warranty services are to be paid by the purchaser.
- Any unauthorized repairs carried out by a third party.
- Damages, deterioration or malfunction resulting from misuse, negligence, accident, abuse, improper operation or failure to properly maintain the instrument, in warrantor’s judgment, are not covered under this Warranty.
- Damages that, in the warrantor’s judgment, have been brought about by repair or alteration done by a repair persons not specifically authorized to do so in writing by the warrantor are not covered under this Warranty.
- Lacquer, epoxy and plated finishes. There is no warranty against deterioration due to perspiration, acid, corrosion, atmosphere, wear and tear or other external causes.
- Strings, mouthpieces, bows, reeds, cases, corks, springs, pads and other parts or accessories subject to normal wear or customization (i.e. bridge, pegs, etc.) have no warranty coverage.
- This Warranty shall not extend to consequential damages, which include but are not limited to loss of use of the instrument, third party actions (fire, collision, vandalism, theft, etc.).
Please Note: The warranty process varies from manufacturer to manufacturer. InstrumentalSavings is an authorized dealer and is governed by the guidelines, policies and restrictions set by each manufacturer. There are cases when the customer will have to work directly with the manufacturer. However, the customer will be instructed by an InstrumentalSavings team member in the warranty process to assure the process is completed.
Restrictions and Limitations
InstrumentalSavings.com will not issue credit for unpaid merchandise. InstrumentalSavings.com will not issue credit for returned merchandise damaged in shipment or merchandise without the original packaging. InstrumentalSavings.com will not issue call tags for returns (unless damaged or defective). InstrumentalSavings.com does not accept returns for any costume or costume accessory item. InstrumentalSavings.com will issue only credit for an eligible return.
Non-defect returns or exchanges are not accepted for products from these following manufacturers:
- Buffet Crampon
- Recording King
- The Loar
Due to health restrictions, the following items cannot be returned or exchanged:
- Internal earphones
- Individual mouthpieces or flute headjoints
Other items not accepted for returns or exchanges are:
- Any custom item special ordered from a manufacturer for a specific customer (including individual replacement parts)
- Software (copyright legislation mandates no returns on opened software)
- DJ cartridges and styli
- Fog fluid
- Cleaning products
- Vintage items
- Demo gear
- Opened strings
- Cymbals/Cymbal Packs cannot be returned once opened
**There is a 14-day return policy on the following items:
- Recording devices
- DJ mixers
- Turntables and CD players
- Studio monitors
- Pro workstation keyboards
- Rack mount signal processors
- Fog machines
- Lighting effects
Return / Warranty / Exchange / Drops Form
IMPORTANT INFO- Clicking the submit button indicates acceptance of all terms and policies stated herein. These terms and conditions are subject to change without notice. It is the customer’s responsibility to remain familiar with these terms and conditions. Please check this page periodically for updates and changes.