Refund policy

Returns

Our return policy is friendly and reasonable, and is fairly standard with other online specialty retailers. Our return policy is based on our vendor's return policy. Many of our products are shipped directly from our suppliers to you. This saves a lot of shipping costs because our prices do not include shipping to our warehouse. Our suppliers control returns. If you don't like the item, and you have not opened and used the item in any way, you may return it within 14 days per the conditions below. Please understand that items shipped directly from our suppliers are dependent on their return policy. Many do not accept returns or charge non-negotiable restocking fees. But we will work with them to make sure you are happy. Both our manufacturers and we want you to be happy with your purchase. And remember, when you return goods, they are no longer new. So the product you receive is always fresh and new. 

Certain items are not returnable; please read below.

Please note: Manufacturers often change designs slightly without changing their model numbers. The actual product design may vary from the picture. Musicity.com uses manufacturer model numbers as the basis for making sure you receive the correct product. Please review the product description in your order to verify the purchase. It will not be an incorrect shipment if there is only a slight change in the design of a product. 

Our prices are well below MSRP and, in many cases, are sold to you below the minimum advertised price allowed by manufacturers (we do not advertise this price). To keep our prices low and to offer you the best value on items we use a "just in time" inventory system. The easiest way to return something is simply not to open the package. Then you can return it as long as our manufacturer/distributor allows the return. Within 14 days of your receipt of the item, if you are not satisfied with your purchase, you may return the item for a refund. To get a full refund, the item must not be opened or used. This is just reversing the purchase. Because your returned item will be re-sold as new, the item must be returned unused in a salable, unopened condition and come from our in-stock inventory. Returned items will also be subject to the suppliers' terms and conditions. Quantity orders, such as bags, sheet music folders, storage boxes, and other items for schools and institutions, can not be returned. Please inquire before ordering. Acceptable returns incur a 20% restocking fee unless the supplier has a greater fee. Items on purchase orders can not be returned. International orders are not returnable. Items purchased with expedited shipping are not returnable. 

We have thousands of products. Many are not listed on our website. Our just-in-time system means that many items get drop shipped or special-ordered from our manufacturers. Returns of these items will be subject to the manufacturers' return policy and likely heavy re-stocking fees. We work with our suppliers to avoid this if possible. If the item is shrink-wrapped or bubble-wrapped, the package must not be broken. Items purchased in quantity including special orders and not in the standard inventory of Musicity.com can not be returned for full payment unless the manufacturer allows the return. Before returning an item, you must email us at info@musicity.com to get a return authorization.

If an item is defective, this will come under the manufacturer's warranty. We will contact the manufacturer on your behalf. All of our items are packed and shipped according to best practices proven to prevent damage. Each item is shipped FOB shipping point, meaning the buyer takes title (buyer owns the item) once the shipment leaves our warehouses. If an item is received damaged you must work with the shipper to get a resolution (see shipping guidelines). Defective items will be repaired or replaced according to the specific manufacturer. 

Generally, if the manufacturer or our distributor accepts the return, we will accept the return. Discontinued and closeout items are not returnable. Shipping charges are not refundable. The buyer is responsible for all international shipping charges, including defective items unless the supplier agrees to return shipping. The buyer pays for the original shipping, handling, and credit card fees for all items that have been shipped for free. 

For health compliance and sanitary reasons, personal use items used in your mouth or ear, such as, but not limited to, mouthpieces, microphones, recorders, kazoos, penny whistles, reeds, harmonicas, earbuds, in-ear earphones, etc, can not be returned. These items and any others, if found to be defective or damaged will be repaired or replaced by the manufacturer. 

Electronics, which include Digital Hymnals, amplifiers, guitar pedals, public address systems (including speakers), microphones, and other sensitive devices, cannot be returned for a refund. They can only be returned for repair or replacement. If an electronic item is found defective, then you can contact the manufacturer or us. If you contact us we'll contact the manufacturer for repair or replacement according to their warranty policy. Electronics are covered under the manufacturer's warranty and will repair or replace the item upon inspection. Shipping charges are the responsibility of the customer. Drumsticks and drum heads can only be returned in their original unopened packaging and show no signs of use. Sheet music and copyrighted materials can not be returned, including books, videotapes, DVDs, sample libraries, style disks, sound expansion boards, and software (including software bundled with hardware). Music stand lights and bulbs are not returnable. Clearance items can only be returned if found defective or damaged. Items marked "as is" cannot be returned. Some special order items/drop shipped items directly from the manufacturer may only be returned if our supplier allows them to be returned to them for credit. 

The buyer is responsible for return shipping costs. To receive a full credit less the 20% restocking fee, the item must have been unopened and in the original sealed container. In the case of an outright return for refund or exchange, we will refund the purchase price, but the buyer is responsible for the shipping costs and we do not refund the shipping costs the buyer paid to receive the item. It is only fair and reasonable that the value of any shipping and handling charges and credit card fees we incurred to ship the item to you will be deducted from your refund if the item was originally shipped free to you or the actual shipping costs exceeded the amount you paid for shipping. This includes any orders shipped directly by our suppliers that are canceled after the items have been prepared for shipment. The buyer is responsible for the returned items up to the time they are received in our or our shipper's facility. Refunds include only the original purchase price and will exclude any shipping and minimum handling costs. Refunds will be processed typically within a couple of days of receipt of the returned goods and will usually be in the same form as your original payment. For example, if payment was via PayPal, the refund will be via PayPal, etc. No refunds are given until the product has been returned in the condition stated above. 

All refunds to international customers will be issued in US dollars, subject to exchange rate variances. Canadian and other international customers that are requesting a refund of customs fees must complete form B2G (In Canada - Informal Adjustment Request) available from your local Customs & Revenue/CBSA Casual Refund Centre office. Once accepted by that office, you will be issued a customs fee refund by that office, not from Musicity.com 

Musicity.com wants you to be happy with your purchase and your experience with us. If there is anything we can do to improve your experience, please email info@musicity.com.