Refund policy
Return and Refund Policy
Updated April 23, 2026
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.
Our return policy is designed to give you the opportunity to experience the quality of our products firsthand. We kindly ask that this policy be used fairly and responsibly so we can continue offering this service to all our customers.
To be eligible for a return, your item must be no sign of used, in the same condition as when you received it, and 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 provide only 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 more than 14 days after delivery.
- We are unable to offer refunds if labels or serial number stickers are missing or damaged. As every product is assigned a unique serial number for tracking, these must remain intact for a successful return.
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 7-14 business days. Please be aware that a restocking and handling fee will be automatically deducted from your refund.
Restocking and handling fees:
- 15% up to $50 on Ukuleles
- 10% on Guitars
- 15% 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?
Our priority is to ensure that every customer receives a pristine, untouched instrument. Unlike other sellers, we do not put returned items back on the shelf as new. They are instead utilized for demonstrations, donations, or sold at a discount as refurbished. The fees we charge are essential to maintaining this level of service and quality control, ensuring that your next purchase with us is always of the highest standard.
Late or missing refunds:
If you have not received a refund within 14 business days of approval, please contact 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 again.
Sale and clearance items:
Please note that special sale and clearance items are final and cannot be returned.
Special conditions/restrictions will be clearly outlined on the respective product page.
Exchanges:
We replace defective or damaged items during shipping. Please email playpromusic@gmail.com for exchange requests.
Return Shipping & Address:
If you need to process a return from the United States or Canada, please reach out to our team at PlayProMusic@gmail.com. We will provide you with the correct return address to ensure your shipment is handled smoothly.
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.