At Symphony Shop, we take pride in offering high-quality musical instruments and audio equipment to musicians worldwide. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be in its original condition (unused, unopened, with all original packaging and tags)
  • The return must be initiated within 15 days of receiving your order
  • You must provide proof of purchase (order number or receipt)
Please note: For hygiene and safety reasons, the following items cannot be returned or exchanged:
  • All brass instruments and accessories (Baritones & Euphoniums, Brass Accessories, Brass Instruments)
  • Woodwind instruments and accessories that come in contact with the mouth (Clarinets, Double Reeds, Flutes & Piccolos, Harmonicas)
  • Used or opened headphones
  • Any item that shows signs of use or damage not present at the time of shipping

Returns Process

  1. Initiate Your Return: Email our customer service team at [email protected] with your return request using the template provided below.
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories and documentation.
  4. Ship Your Return: Send the package to our Sacramento facility using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error.
  5. Inspection & Processing: Once received, we’ll inspect the item and process your refund or exchange within 5 business days.

Exchange Process

Follow the same steps as the returns process, clearly indicating in your email that you’d like an exchange and specifying the replacement item. If the new item is of higher value, you’ll need to pay the difference. For lower-value items, we’ll refund the difference.

Refund Information

Refunds will be issued to the original payment method:

  • Credit card refunds: 3-5 business days after processing
  • PayPal refunds: 1-3 business days after processing

Original shipping fees are non-refundable unless the return is due to our error.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to:

  • Wrong item shipped
  • Defective item
  • Damage during shipping

For international returns, please note that customs fees and import duties are non-refundable.

Return Request Template

Use the following template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear Symphony Shop Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Item to return: [Product Name] Reason for return: [Please specify] [For exchanges only] I would like to exchange this for: [Product Name] Product URL: [If available] I confirm that the item is in its original condition with all packaging and accessories. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information] [Order Date]

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or refund
  3. In most cases, we’ll provide a prepaid return shipping label
Pro Tip: For delicate instruments like Cellos, Double Basses, or Harps, we recommend keeping all original packaging until you’re certain you’re satisfied with your purchase, as specialized packaging is required for safe return shipping.

Questions?

Our customer service team is happy to assist with any questions about our returns policy. Contact us at [email protected] Monday-Friday, 9am-5pm Pacific Time.

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