Exchange, Return and Refund

Exchange, Return and Refund Policy
Updated Nov 25, 2025

Please be aware that our exchange and return policy is valid for 14 days from the date your purchase is delivered. If you exceed the 14-day period, we will not be able to offer a refund or exchange. While our team carefully checks all orders before packaging, we encourage you to inspect your items within the 14-day window to ensure everything meets your expectations.

 

To be eligible for a return, your item must be unused and in the same condition as when you received it, and it must also be in its original packaging.

Non-returnable items:
- Reeds
- Books, CDs or DVDs
- Strings
- Humidifiers
- Harmonicas
- Gift cards
- Requested add-on services
- Discount and Promo Codes

Proof of purchase:
To complete your return, we require a receipt or proof of purchase.
If your purchase was made online, please only notify us of your order number.

Partial or no refunds:
Please note that we only offer partial or no refunds in certain situations. These may include the following cases:

• Items that show signs of use, including scratches and dents.
• Any item that is not in its original condition, has been damaged, or is missing parts or original packaging boxes.
• Any item returned after 14 days from the date your package is delivered.

 

Refunds and fees:
Once we receive and inspect your returned item, we will inform you whether your refund has been approved or rejected. If your refund is approved, it will be processed and credited back to your original payment method within 7 business days. Please be aware that a restocking and handling fee may be automatically deducted from your refund if applicable.

Restocking and handling fees:
- 15% or up to $50 on Ukuleles 
- 15% on Guitars
- 15% and up to $80 on Electronics/Wireless Systems
- 20% on Saxophones, Brass and Winds
- 20% on Accessories and Others

Why do we charge restocking and handling fees?
We never resell customer returns or exchanges as new items, unlike some other sellers. Instead, we handle them in different ways, such as showcasing them, donating them to charities, or selling them as refurbished or used items. Our goal is to provide the best for our customers, and the fees we charge are essential for helping us continue to do so in the event of losses.

Late or missing refunds:
If a refund has not been received within 7 business days of approval, we kindly suggest contacting your credit card provider to check the status of your refund. Refunds may take some time to be officially posted. If you haven't received your refund yet after following all the necessary steps, please contact us at playpromusic@gmail.com.

Sale and clearance items:
Please note that special sale and clearance items are final and cannot be returned.

Exchanges:
We replace defective or damaged items during shipping. Please email playpromusic@gmail.com for exchange requests.
Delivery time for exchanged products may vary based on your location.

Return Shipping & Address:

To return a product in Canada, please mail your items using the original packaging to our warehouse.
PlayPro Music
206-11240 Bridgeport Rd.
Richmond BC V6X 1T2
BC, Canada  

If you want to return your product within the United States, please contact us to get a US return address. You can reach us at PlayProMusic@gmail.com.

Please be aware that you will be responsible for any shipping costs incurred when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if not prepaid) and a restocking or handling fee will be deducted from the total refund amount.

You should consider using a trackable shipping service and purchasing shipping insurance. If the returned items are damaged or lost during transit, it is your responsibility.