RETURN POLICY
We want you to love your purchase! If you're not completely satisfied let us know and we will work with you to make it right. Please note: due to the handmade nature of our instruments there may be slight variations and imperfections in some items. We strongly believe this is one of the beautiful things about owning a handmade instrument. Shipping, packaging/handling charges are not refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Exchange + Returns Information
Our policy lasts 7 days from the day you receive your instrument. Beyond this, unfortunately we can’t offer you a refund or exchange. We will consider an item sold (non-returnable) if we are not notified by email or telephone within 7 days of delivery of goods (no exceptions). To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.
To exchange/return an item please call or email for a Return Authorization. Any item returned to us without our authorization may be refused. Return items should be properly packed, insured and shipped prepaid. Due to certain reasons, we can not exchange or give refunds on books, software, drum heads or any flute/reed instruments (health regulations). Instruments that have been custom ordered (special tuning ie. A-432 Hz natural tuning) are also consider final sale. Customers are responsible for shipping, both ways; in the event of a free shipping promotion, and the goods are exchanged/returned, the customer will be responsible for the actual outbound shipping charges. All returned items must be in new original condition, any damages of any kind, the customer will be responsible for, and deducted from your return. Effective December 1, 2020 All returns/cancellations are subject to a 10% restocking fee. All international customers (goods shipped outside of Canada) are responsible for any customs brokerage fees on returned/exchanged merchandise. This customs brokerage fee does not apply to Canadian residents.
Please note as a formality, when placing your order and checking the box you are agreeing to these terms via electronic signature.
We are trying to offer our customers a hassle free exchange/return policy.
Pre-Orders
Instruments which are offered as Pre-Orders, Currently in Production are generally offered at a discounted price. You will be billed on your credit card with the understanding that your order will be processed next in line once the instrument arrives, usually a expected shipping date is given under availability and also stated on your e-invoice emailed to you. Customers who cancel prior to the expected shipping date stated on the e-invoice are subject to a 10% cancellation fee. We understand in a perfect world everything would go according to plan, unfortunately we do not live in a perfect world. In the event the we are delayed with completing your order due to unforeseen circumstances (manufacturing or shipping lines), the customer will have the option to either remain with the current pre-order or cancel without penalty.