Refund policy
Return & Refund Policy
We want returns to be straightforward and fair. This policy applies to purchases made directly from Cleveland Music Co. Additional rights may apply depending on where you live; nothing in this policy limits consumer rights that cannot legally be waived.
14-Day Returns
You may request a return within 14 days after receiving your order.
To qualify for a return under our standard return policy, an item must be in substantially the same condition in which you received it: unused, unmodified, complete, and with its original packaging and accessories.
To request a return, contact support@clevelandmusicco.com with your order number and the item you wish to return. Please wait for return instructions before shipping anything to us.
Returns sent without prior authorization or contrary to our return instructions may be delayed or refused where permitted by applicable law.
Return Shipping
For ordinary returns because you changed your mind or no longer want an item, you are responsible for return shipping costs.
We strongly recommend using a tracked shipping service and selecting appropriate insurance or carrier coverage. Cleveland Music Co. is not responsible for loss or damage occurring during return shipment to the extent permitted by applicable law.
If we provide a prepaid return label for your convenience, its cost may be deducted from your refund unless the return is due to our error or a defective or nonconforming product for which we are responsible.
If an item is defective, damaged when received, or different from what you ordered, contact us before returning it. When Cleveland Music Co. is responsible for the return, we will provide appropriate return instructions and cover reasonable return shipping costs as required by applicable law.
Refunds
We will inspect returned items after they arrive and notify you when the return has been accepted.
Eligible refunds are issued to the original payment method. We normally process an approved refund within 2 business days, although your bank, card issuer, or payment provider may require additional time to post it to your account.
For voluntary change-of-mind returns, original shipping charges are not refundable except where required by applicable law.
If a returned product has been used, damaged, modified, is incomplete, or has otherwise lost value because of handling beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect that loss in value, to the extent permitted by applicable law.
Kits and Modified Products
Kit products cannot be returned under our voluntary return policy once assembly has begun.
Assembly includes, but is not limited to, soldering components, cutting or trimming component leads or wires, installing or removing hardware in a manner that alters the supplied condition, applying adhesives, or making other permanent changes to the kit.
We also cannot accept voluntary returns of products that have been modified after delivery. Examples include:
- replacing, adding, or removing electronic components;
- changing or removing knobs, switches, jacks, or other hardware;
- removing or altering serial numbers or other identifying marks;
- drilling, cutting, painting, marking, or applying permanent labels or stickers; or
- modifying firmware or hardware in a manner that causes damage to the product.
Damage caused by incorrect assembly, modification, misuse, incorrect power supplies, improper component substitution, or other customer-performed work is not considered a manufacturing defect.
These restrictions do not limit any rights you may have under applicable law regarding components or products that were defective, damaged, or nonconforming when supplied.
Products purchased with a kit assembly service, such as a pre-assembled Hothouse kit, are treated as finished products under our standard return policy unless the product was specially customized or personalized for you.
Damaged, Defective, or Incorrect Orders
Please inspect your order after delivery and contact support@clevelandmusicco.com promptly if an item arrives damaged, appears defective, or is not what you ordered.
Please include your order number and, when useful, photographs or other information that helps us understand the problem.
Do not return a damaged or defective product until we provide instructions. We may be able to resolve some problems without requiring a return.
Nothing in this section limits statutory rights relating to faulty, damaged, misdescribed, or nonconforming goods.
International Returns
Customers returning products from outside the United States are responsible for following our return instructions and for correctly identifying the shipment as returned merchandise on applicable customs documentation.
Cleveland Music Co. is not responsible for duties, taxes, brokerage fees, customs fees, or other charges resulting from incorrectly prepared return shipments. Where permitted by law, charges assessed to Cleveland Music Co. because of an improperly documented return may be deducted from the refund.
Import duties, VAT, taxes, brokerage charges, and similar amounts paid by the customer to a government, postal service, customs authority, or carrier were not collected by Cleveland Music Co. and cannot be refunded by us. Questions about recovering those amounts should be directed to the authority or carrier that collected them.
Refused, Unclaimed, and Undeliverable Shipments
Refusing delivery or failing to claim a shipment is not the same as requesting an authorized return.
This is particularly important for international orders. Refusing or abandoning a shipment because you do not wish to pay import duties, VAT, taxes, customs charges, brokerage fees, or other destination-country charges does not make those charges the responsibility of Cleveland Music Co.
If a refused, unclaimed, or undeliverable shipment is returned to us, we will inspect it before determining whether a refund is due. To the extent permitted by applicable law, any refund may be reduced by:
- the original shipping charge;
- return shipping charges assessed by the carrier;
- duties, taxes, customs charges, brokerage fees, or other charges assessed to Cleveland Music Co.; and
- other direct carrier or recovery costs resulting from the refused, unclaimed, or undeliverable shipment.
If the carrier, postal service, or customs authority abandons, destroys, or otherwise fails to return the shipment to us, we may be unable to issue a refund, except where required by applicable law.
Refusing delivery or failing to collect a package does not by itself constitute notice of cancellation or exercise of a statutory right of withdrawal where applicable law requires you to notify us of that decision.
European Union, EEA, and United Kingdom Customers
Consumers in the European Union, European Economic Area, United Kingdom, and certain other jurisdictions may have statutory rights in addition to this policy.
Where applicable, consumers may have the right to withdraw from an online purchase without giving a reason by notifying us within 14 days after delivery. After notifying us, additional time may be provided by law to return the goods.
When exercising a statutory change-of-mind or withdrawal right, the customer is responsible for the direct cost of returning the goods where permitted by law and where we have informed the customer of that responsibility.
Where required by applicable law, we will also refund the cost of the least expensive standard outbound delivery service offered for the order. Additional amounts paid for expedited, premium, or other optional delivery services are not refundable unless required by law.
You may inspect goods as reasonably necessary to establish their nature, characteristics, and operation. If handling goes beyond what is reasonably necessary and reduces the value of the goods, the refund may be reduced by the amount of that diminished value where permitted by law.
EEA consumers may also have statutory conformity rights for faulty or nonconforming goods, including a minimum legal guarantee period under applicable law. These rights are separate from the voluntary return policy described above.
Where a statutory consumer right conflicts with any provision of this policy, the statutory right controls.
Gift Cards
Gift cards themselves are non-refundable except where required by applicable law.
Products purchased using a gift card remain subject to the same return eligibility rules as products purchased using other payment methods. Refunds are issued through the original payment method as supported by Shopify and the applicable payment system.
Exchanges
We do not process direct exchanges.
If you want a different product, return the eligible item under this policy and place a new order for the replacement.
Questions and Return Requests
For return requests, damaged or defective products, or questions about this policy, contact:
Return Address:
Cleveland Music Instrument Company, LLC
5500 Martin Ave.
Vermilion, Ohio 44089
United States
Do not send a return until you have received return instructions.