World Music Supply wants you to be satisfied with your purchase. We offer a NO RESTOCKING FEE - 30 DAY RETURN POLICY for items returned in new sellable condition within 30-days of invoice date. If the order qualified for and received free shipping, shipping charges will be deducted from any refund. To return an item call 1 800-867-4611 for an RMA # (Return Merchandise Authorization). Please read on for complete terms and conditions.
Return Policy Terms & Conditions:
How to Return an Item:
Before returning an order, call us for an RMA#. Upon receiving your RMA#, package your item securely, and write the RMA# on the shipping label. DO NOT write it on the product box (we recycle boxes). Finally, ship the item back to us via the carrier of your choice and insure for its value.
Refund Processing Time / Method:
Allow 3-4 business days (from delivery at our location) for returns to be inspected, restocked, and processed for refund. Refunds can take up to 4 days to show on your credit card once processed.
Damage / Defect Replacement:
Inspect and test your items immediately upon delivery. If your item arrives damaged or defective (see defective definitions) Save all packaging, and call us immediately. You must contact us within 72 hours of delivery for a damage claim or to get a prepaid return label. If we deem your item failed under warranty, or is damaged and was delivered within the 48 contiguous US states & DC we will send a prepaid return label for you to drop of your package at any FedEx pickup location. Once the item arrives back we will send a replacement to you at our expense. For items shipped outside the 48 contiguous US States & DC all shipping costs of returns shall be the responsibility of the purchaser. Customer may need to send photos of the damage or defect. See further definitions of defect, acceptable tolerance levels, and terms contained herein.
Return Shipping / Packaging / Return Shipping Damage:
The safest way to ship an item is via a UPS store, FedEx Store, etc, and let "them" package & ship it for you so if it is damaged it is on them and not you. An item that arrives damaged (except prior damage) cannot be accepted for return. VERY IMPORTANT: when you are shipping an item back, only you can file a damage claim, and if you do not package the item according to carrier specifications and/or insure the item, a complete and total loss without refund could happen. Do not assume our packaging will meet your shipper’s guidelines. We self insure most items. That is a calculated risk we can accept, but may not be a suitable risk for you.
Auction / Offsite Sales:
This policy does not apply to items purchased through 3rd party sites such as Ebay or Amazon, etc. Any item that is purchased or initiated through such a site are subject to the terms and conditions published on that site.
Please see our international orders policy for exclusions that apply to shipments outside the USA.
Items Showing Wear / Shipping Fees / Further Exceptions:
We do not charge a restocking fee for items returned in new sellable condition. Items in showing wear, missing items, paperwork, or accessories, with torn or destroyed packaging, scratched, modified, peel off protectors removed, or other conditions making it not resalable as new may be deducted up to 50%. Shipping is not refundable. Free shipping is only free if you complete a purchase and keep the item and will be deducted from any refund. Some items are not cheap to ship, for example: A guitar costs between $22 and $42 dollars to ship. If you refuse shipment, you will be responsible for shipping out AND back. We cannot ship exchanges for free as we cannot provide free shipping multiple times, however, will offer you the most affordable shipping we can.
Product specifications, images, and features are subject to change without notice. Photographs are representative in nature and intended to provided a general representation of the products and may show optional items not included. The photograph will almost never be the actual item you receive as we use one photoFor the most current specifications, please check with the manufacturer's web site or call ahead first. We are not responsible for manufacturer changes in products specifications. The description and stock code will determine the color and items included, not the photo. Please note that colors can be affected and even altered by your monitor and its settings. A picture online may not be identical to a printed photograph or the actual product color. There will likely be some variance in color when viewing pictures on various devices. The following information can be available upon request but we shall not be responsible to publish the following data: Country of origin, copy of manufacturers warranty information, on hand stock levels, discontiued or other manufacturer production changes or status, or back order eta.
Finish & Wood Grain:
Trees are a product of nature that grows out of dirt. Like fingerprints, snowflakes, or people, no two pieces of wood are alike. Wood will have unique traits such as darker or lighter grain color, wider or tighter grain pattern, curves in grain patter, pin knots, bear claw, flaming, quilting, dark or unique grain lines, other grain or color characteristics, variances in stain or finish absorption, all of which are not deemed as a defects, but rather uniqueness. Cracked wood is a defect, a split top is a defect, or a glue joint breaking loose is a defect where we would issue a pick label for a guitar. Visual aspects or personal like or dislike of the way the tree grew is not a blemish or defect.
Manufacturers Acceptable Tolerance Levels
Nearly all Manufacturers have what is called acceptable tolerance levels in quality control. The more expensive the item, usually the more stringent their tolerance levels, but not always. For example, on lesser expensive guitars very faint and inconsequential markings or issues might fall within their acceptable tolerance level. This holds especially true for instruments under $300.00. If a manufacturer passes an item in quality control, and there are visual or mechanical matters you feel should not exist, simply provide a photo of the area of concern and we will pass it on to the manufacturer for review. If they agree it is within acceptable tolerance levels and deem it not a defect then your item is not defective. If they agree that it is does not fall within their tolerance levels then the item would be deemed a defective unit. This will usually apply to things where the nature of the matter in question is ultimately inconsequential and not a matter of function, such as dust, fingerprints, a loose screw or nut, a dead or week battery, height of installed knobs, hairline or faint scratches not visible to the naked eye without bright up close light, or any faint markings to screw heads or trim as a necessary part of final assembly or setup.
Product Playability, Action, Setup:
Musical Instruments are often made of wood, and are thus subject to acclimation (changes in climate). Setup, playability, and "action" are subject to change by the very nature that the climate, temperature, humidity, and other factors when the instrument is taken from one environment to another. Guitars can and often do require adjustment upon arrival. Guitars needing adjustment are not defective. Just like a new cell phone, a computer wifi, or bicycle, they can and do need set up despite being new in the box, and regardless of price. If the edges of the frets feel rough, it usually needs a little lemon oil or fretboard conditioner to relax the grain. This is part of routine maintenance. We make no guarantee either express or implied as to the setup which should be adjusted locally to your climate. We will gladly assist you with any advice on adjustment, but can not issue return labels or make return policy exceptions based on action or routine maintenance. Your guitar could very well buzz upon arrival even if it were set up here before shipping. Please also note that basic adjustment or simple service is the responsibility of the customer, including a loose nut or screw, or other items that could need tightened or adjusted after shipment, all of which are a routine service and not a defect. All customers may have at no charge to them, their item opened, action adjustment, all screws and parts tested, and a complete check over prior to shipment if they call and request it prior the item being shipped. This is not done to every instrument as many customers do not want their item opened or handled.
Non Factory Authorized Technicians, Luthiers, Salesman, Competitor Service Statements:
Our competitors shall not determine if an item is defective unless they are a "factory authorized" technician. Only statements made in writing from a factory authorized service technician shall have any merit in determining if an item is defective, eligible for warranty repair, replacement, or prepaid shipping label. Adjustments can be required when a guitar ships. A custom luthier full setup is not included in price of any guitar (however we have a lutheir on staff that can provide this service). A needed adjustment is not a defect just as a low tire or aiming the headlights on a car isn’t a defect either. This is the nature of shipping guitars from one climate to another and the reason guitar necks are adjustable. All too often a guitar will fall within a manufacturer’s acceptable level of tolerance and maybe need an adjustment, and then a local guitar tech that lost the sale will point out something within the tolerances of acceptable but could be improved. Guitars purchased can always be improved. This is NOT a defect and your local technician (unless factory authorized) shall not be authorized to determine if something is a defect. Remember that your item passed quality control from the manufacturer, most likely this means that something was missed, something went terribly wrong in the mean time, or your local technician could have tolerance levels more stringent than the manufacturer.
Return Policy Exclusions (non-returnable items):
Non Returnable items include: Custom made items, Microphones (wireless or wired), cables, adapters, all recording devices, any perishable item, batteries, wireless systems and components, wind screens, harmonicas, instrument strings, polish chemicals or care products, drum sticks, drum heads, cymbals, guitar pickups, all copyrighted material, any form of fluids, fog smoke or haze machines or parts, are exchange only for the same model if defective and you call within 72 hours of shipment for RMA#. Drum Sets are only returnable in original, unopened factory packaging.
Frequently Asked Questions