World Music Supply offers a 30-day return policy with NO RESTOCKING FEE if you promptly return your item to us within the allowed time frame. 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! Please have your invoice number and stock codes of the items you wish to return. Only the WMS shipping manager can issue request for RMA#'s. If an item arrives without an RMA#, delivery will not be accepted. 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.
Damage / Defect Replacement:
Inspect your items immediately upon delivery. If your item arrives damaged or defective (see defective definitions) and you contact us within 48 hours of delivery (as shown delivered according to tracking) we will send a prepaid return label for you to drop of your package at any FedEx pickup location to return the item to us, and ship a replacement to you at our expense (applies only to shipments within the 48 contiguous US states & DC). After 48 hours of delivery and for items outside the 48 contiguous US States & DC we will still replace a damaged or defective item (per the conditions of our return policy), however, all shipping costs of returns (to and from the customer) shall be the responsibility of the purchaser. See further definitions of defect and terms contained herein.
Return Shipping / Packaging / Return Shipping Damage:
The best way so ship and item back to us is to take the item to a UPS store, FedEx Store, or a similar business and let "them" package & ship it for you. Then if the item is damaged you can hold them accountable. It is the customer’s responsibility to package an item according to the carrier’s minimum packaging standards and insure the item. An item that arrives damaged (except prior damage) cannot be accepted for return. If an item arrives damaged, we will contact you via email, and hold the item for 30 days for you to make a damage claim, and / or make salvage arrangements. VERY IMPORTANT: when you are the shipper and you do not package the item according to carrier specifications and/or insure the item a complete and total loss without refund could be possible without recourse. Do not assume our packaging meets shipper’s guidelines. We have calculated the costs of packaging versus the damage odds, and self insure most items. That is a calculated risk we can accept, but may not be a suitable risk to you. Return Shipments may be refused if sent return freight collect or where other fees are due upon delivery such as duties, taxes, shipping fees or any other carrier fees, or such fees may be deducted from any refund at our discretion. If we issue a prepaid return shipping label where the customer uses all of the original packaging including any internal box cushioning, we will assume the risk of damage in transit back to us.
Refund Processing Time / Method:
Allow 4-8 business days (from delivery at our location) for returns to be inspected, restocked, and processed for refund. Refunds take up to 4 days to show on your credit card once processed. We process refunds once or twice a week in a batch. We do not do each one as it comes in. All refunds will be refunded in the exact manor in which payment was made. Credit card refunds can only be refunded to the original card used for the purchase, PayPal payment must be refunded through PayPal to the original PayPal account etc.
Auction / Offsite Sales:
On occasion we may post an item on an auction or other off site selling service such as EBay, Amazon, Pricefalls, etc. Any item that is purchased or initiated through such a site the sale is final and not returnable for any reason unless damaged or defective for replacement of same item only, unless otherwise stated in the off site advertisement. All additional services and privileges are not extended to off site sales.
Please see our international orders policy for exclusions that apply to shipments outside the USA.
No Restocking Fees for Prompt Returns / Restocking Fees / Further Exceptions:
We want you to be happy with your purchase and offer a 30 day return policy that includes a full week to try it out, inspect it, and make sure you like the item with no restocking fee. We will waive any restocking fees if you call 1 800 867-4611 (no email requests) and obtain an RMA within 7 days of delivery by 7pm EST (4pm on Saturday) and promptly ship the item back to us which must arrive within 10 days of the RMA date which is more than enough time for any carrier to deliver it. After the close of business on the 7th day if you have not obtained an RMA # over the phone returns may still be allowed and will incur a 10% restocking fee. The restocking fee covers the 3 1/2 to almost 4% credit card fee that we do not get back from the processor when issuing refunds, packaging, handling, labor, and other costs in processing an order and return which often include having to sell the majority of returns as downgraded stock. Items must be received back within 30 days of invoice date. After 30 days returns are not accepted as the RMA will expire in our system. Items that arrive after 30 days cannot be refunded.
Shipping is not refundable because whether you keep an item or not that service has been provided which cannot be returned back to us or taken off our shipping bill. FedEx (or any other carrier) will not refund to us the shipping cost. Free shipping is not free to us as we have to pay the bill even when you return an item. Free shipping is only free if you complete a purchase and keep the item. If free shipping is provided, the original cost to ship the item to you will be deducted from any refund. Some items are not cheap to ship, for example: A guitar costs between 22 and 38 dollars depending on size and destination to ship. Any shipping paid by the customer shall not be refundable. If you refuse shipment against our policies not to, the item was still shipped to you, and you will be responsible for shipping out and back. We cannot be responsible if you do not test or try out your item within the allowed time for return or waived restocking fee. After 7 days, no exception can be given to the restocking fee being waived, as we lose money 100% of the time on returns when we waive this restocking fee. We bear this expense when we waive the restocking fees as a customer service and to afford our customers a fair and reasonable policy, but must put a strict limitation to 7 days from the date of delivery. If you call us on the 8th day, we will unfortunately have to remind you that this was published for you to see long before you decided to order. We cannot ship exchanges for free as we can provide free shipping multiple times, however, will offer you the most affordable shipping we can.
Items Showing Wear:
Drum sets, cymbals, cowbells, blocks, chimes, or any item struck with a stick, instruments, guitars with scratches or with pick scratches, items where protective coverings have been peeled off, or any item that shows wear or signs of use will be charged a 30-50% used item deduction as these items must be sold as used. For example, drum heads will be marked up the first time you hit them. Choose carefully when buying these items. Guitars returned for refund may be charged up to $20.00 for re-stringing, cleaning, and adjustment.
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. For the most current specifications, please check with the manufacturer's web site or call ahead first. Often if a photograph is not available of a certain color or feature, then a file photo of the same model of another color will be used that is representative in nature. 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 due to the many variables of viewing pictures online. We sell many of the same things over and over, the images on our website are a representation of the brand, model, and item and are not taken of the actual individual item you will receive unless clearly stated. 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, pin knots, bear claw, flaming, quilting, dark or unique grain lines, other grain or color characteristics, variances in color absorption, all of which are not deemed as a defects, but rather uniqueness. Cracked wood is a defect, visual aspects in or on the wood are not.
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 a pair of ski bindings... 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 routing 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 screw, a lose end pin nut, loose tuning key, 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 guitar 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 (within 48 hours of delivery). 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 so either 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, CD players, 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, guitar pickups, all copyrighted material, light bulbs, light gels, any form of fluids, fog machines or machines using fluids, parts, are exchange only for the same model if defective and you call within 48 hours of shipment for RMA#. Drum Sets are only returnable in original, unopened factory packaging.
Frequently Asked Questions