Exchange, Return and Refund

Exchange, Return and Refund Policy
Updated Oct 1, 2024

Please note that our exchange and return policy is valid for 14 days from the date of your purchase's arrival. If you exceed the 14-day period, we won't be able to offer you a refund or exchange. Although our team takes great care to double-check all orders before packaging, we still encourage you to take a quick look within 14 days to make sure everything is as you expected.

To be eligible for a return, your item must be unused, and you should ensure that it is in the same condition as it was when you received it. It must also be in the original packaging.

Non-returnable items:
- Reeds
- Books, CDs or DVDs
- Strings
- Humidifiers
- Harmonicas
- Requested add-on services
- Discount and Promo Codes

Proof of purchase:
To complete your return, we require a receipt or proof of purchase.
If your purchase was made online, please only notify us your order number.

Partial or no refunds:
Please note that we only offer partial or no refunds in certain situations. These may include the following cases:

• Items that show signs of use, including scratches and dents.
• Any item that is not in its original condition, has been damaged, or is missing parts or original packaging boxes.
• Any item returned after 14 days from the date of purchase.

 

Refunds and fees:
After we receive and inspect your return, you will be notified whether your refund has been approved or rejected. If approved, your refund will be processed and applied to your original method of payment in 7 business days. Please note that a restocking and handling fee may be deducted from your credit automatically, if applicable.

Restocking and handling fees:
- 15% or up to $50 on Ukuleles 
- 15% on Guitars
- 15% and up to $80 on Electronics/Wireless Systems
- 20% on Saxophones, Brass and Winds
- 20% on Accessories and Others

new - Why do we charge restocking and handling fees?
Unlike some other sellers, we never resell our customer returns or exchanges as new items. We have other ways of dealing with them such as showcasing them, donating them to charities, or selling them as refurbished or used items. We strive to provide the best for our customers, and these fees play a crucial role in ensuring that we can continue to do so in the event of losses.

Late or missing refunds:
If a refund has not been received within seven business days of approval, we kindly suggest contacting your credit card provider to inquire about the status of your refund. It is possible for refunds to take some time before being officially posted. If you haven't received your refund yet after following all the necessary steps, please contact us at playpromusic@gmail.com.

Sale and clearance items:
Please note that some special sale items and all clearance are final and cannot be returned.

Exchanges:
We only replace defective items or damaged items in transit. Email playpromusic@gmail.com for exchange requests.
Delivery time for exchanged products may vary based on your location.

Return Shipping & Address:

To return your product in Canada, you must mail your items with the original packaging to our warehouse: 
PlayPro Music
206-11240 Bridgeport Rd.
Richmond BC V6X 1T2
BC, Canada  

If you wish to return your product within the United States, please contact us to obtain a US return address. You may reach us at PlayProMusic@gmail.com.

Please note that you will be responsible for covering the shipping costs associated with returning your item. Shipping costs are non-refundable. In the event that you receive a refund, the cost of return shipping (if not pre-paid) and a restocking/handling fee will be deducted from your refund.

You should consider using a trackable shipping service and purchasing shipping insurance. It is your responsibility if the returned items are damaged or lost in transit.