Refund policy
Thank you!
We are confident that the quality of the products, the customer service, our policies, and the overall value we provide will delight you. We are a very small business, staffed by real people who like to share positive experiences with our customers and with each other. It is truly important to us that you enjoy doing business with us. For more info about who we are and how we think, see About.
We hope you will never have to worry about our return policy, but it is important to everyone involved. It helps us ensure that both you and we are treated fairly. The policy is presented in plain English, with no fancy language or lawyer-speak. If there is anything that is unclear, please contact us at support@clevelandmusicco.com so we can sort it out.
Thank you in advance for helping us uphold these policies, and for being a Cleveland Music Co. customer!
14-Day Return Policy
We have a 14-day return policy, which means you have 14 days from the day you receive your item to request a return. The delivery date in the order tracking details is considered the day you receive your item.
To be eligible for a full refund from your return, the item must be in the same condition that you received it, unworn with no visible signs of use, and in its original packaging. You’ll also need the purchase receipt or original packing slip so we can verify your purchase. We will only accept returns of items purchased from our e-commerce store, and only from the original purchaser.
To start a return, simply contact us at support@clevelandmusicco.com. If we can’t make you happy any other way, we will send you a pre-paid return shipping label. Items sent back to us without first requesting a return, or with a shipping label we did not provide will not be accepted.
We will notify you once we’ve received and inspected the returned item. If the condition is acceptable, you will be refunded the full price of the item at the time your order was placed.
The refund will be issued on the original order payment method within 2 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. We cannot issue refunds by any other payment method.
If more than 10 business days have passed since we’ve approved your return, please contact us.
You can always contact us for any return question at support@clevelandmusicco.com.
Restocking Fee
If a returned item shows visible signs of use or wear, a restocking fee of 15% of the original purchase price will be deducted from your refund. “Signs of use or wear” includes scratches, soiling or residues, excessive dirt and dust, or any damage not reported to us when you received the order. We are a small company and it’s important that we are fair with each other.
Damages and Issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will do everything we can to make things right.
Exceptions / Non-Returnable Items
- We cannot accept returns of items that have been modified in any way. This includes changed or missing knobs or other hardware, removal of serial numbers, replacement or addition of electronic components, or any paint, marker, or stickers applied to the product.
- We cannot accept returns of any kit product once you’ve started to assemble it.
- We cannot accept returns on gift cards, or purchases made with gift cards.
Exchanges
We cannot offer direct exchanges at this time. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.