Return and exchange

Last Updated: 06/05/2018

 

Returning a rental instrument

When you unpack the product, please keep in mind that it needs to be returned in the same condition as you received it. Please make sure that you keep all original packaging and accessories that come with the instrument, which may include (but not limited to) the case, bubble foam, screwdriver, nails, and the paper box the instrument comes in. When you return the instrument, it needs to be in its original condition and show no signs of damage beyond normal wear and tear.

For large size or heavy instruments such as digital pianos and acoustic drums, you need to disassemble them before putting the instrument back into the boxes. Because of this, we suggest that you keep the instruction book. If you lose the book or need any assistance, our online customer support can assist you.

If you’re on the monthly plan, you may return the instrument at any time. Please note that you must request to end your rental at least 20 days before the start of your next billing cycle, in order to avoid auto-renewal for the following month. Your payment will discontinue after the current cycle ends. You will need to cover for the return shipping fee. You will not need to pay for any handling charge. The 3-month minimum policy apply to all orders. You can still return it within 3 months’ time but you will be charged for all 3 months.

If you’re on the yearly plan and you’re not satisfied with the product upon receiving it because of personal preference, you still can return it to us within 30 days from the shipping date. However, we will deduct a month’s rental fee (on the monthly plan) and the shipping fee from your refund. You will also have to cover for the return shipping fee. If you believe you've received a defective product, contact our customer service immediately. After our examination, if we decide that the the piece is flawed, we will ship a new piece to you and we will cover all shipping costs within the U.S. For other regular rental returns, please see the return process below.

 

How to make a return towards the end of the lease?

For customers on the yearly plan, if you decide to return the instrument instead of buying it towards the end of the lease, please first call our customer service, or email us at support@musifai.com, or chat with our representatives online. From there, we will help you through the return process. Returned items must be in its original condition and show no signs of damage beyond normal wear and tear. If you return a product that is damaged beyond normal wear and tear, then you will be responsible for the repair or replacement price of the product. This is determined in our discretion, price of repair or replacement can go as high as, but no more than the retail price of the product.

 

Can I return the instrument before the term ends?

If you’re on the yearly rental plan, you could choose to return the instrument at any time. However, we will consider this as a contract termination and you will not be refunded. If you’re on the monthly rental plan, you will not be billed for the next payment period, as long as you contact us at least 20 days before the next payment period starts.

 

Here are a few very important notes for your return:

  1. Please make sure that you return the instrument on time. The return date is the business day after your rental terminates, unless otherwise specified. You’ll need to ship it by 12pm of the return date. You can also choose to ship it to us earlier than the return date. We will use the tracking label for reference.

  2. While preparing the return, please re-package all products securely to ensure safe transit.

    1. All products must be returned in the original package or comparable packaging to that of the original.

    2. All products must be cleaned before re-packaging.

    3. Clearly label the outside of each box with your name

    4. String instruments require packaging under the tailpiece and around bridge. Tops of instruments must be facing upwards.

    5. Bridges on cells and basses must be put down and safely packaged.

  3. You will be covering the return shipping fee and you shall be responsible for damages or loss during shipping.

 

Late Fee Policy

We take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When an instrument is not returned to us on time, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business.

We rely on our customers to return our products on time so that we can ensure other customers will have their instruments on time. Please review our Late Fee Policy below:

  • If you return your item late, a late fee of the monthly rental fee of your instrument will be charged to your card.
  • If you do not return the instrument within 15 days of the return date, we will consider it a non-return, and you will be charged the full retail price of your rental item.

 

Damage or Loss

All parts of the musical instrument must be returned to Musifai. We will get in touch with you if we find the instrument damaged, or a certain part of it missing. If the damage is beyond repair or the instrument is stolen, you would need to pay the full retail price of the instrument. If it’s partially broken, Musifai will work on repairing it and you would need to cover the repairing fee, which will be no more than the retail price of the piece of the instrument.

 

Abuse of Return Privileges

Our return policy is to ensure our customers are satisfied with the products that we are providing. We want to give customers the ability to be flexible with their purchases.  We may, in our sole discretion, limit or suspend return privileges for customers who abuse or attempt to violate our return policy through practices including, but not limited to, excessive returns, attempts to return products damaged by themselves etc.

 

 

Returning a purchased instrument

What is the return policy?

Musifai strives to provide the best instruments and services to our customers. We want you to be satisfied with your purchase. If you’re not completely satisfied with your purchase, simply return the instrument in its original condition within 30 days of receiving the product. We’ll give you a refund of your purchase, excluding shipping charges. You will also need to cover the return shipping cost.

 

What is your policy on exchange?

If you would like to exchange an item, you can simply place a new order for the item you want, and follow the return process of the original instrument. Once we receive your return, we will process a refund for the returned item and send you a confirmation email.

 

Are there any items that cannot be returned?

While we try maintain a flexible return policy for our customers, there are certain items that cannot be returned for very specific reasons. These items include:

  • Special orders (customized instruments)

  • Discounted products, closeouts, and used products

  • Tubes

  • Instrument mouthpieces

The following items are returnable only if defective or unopened: strings, reeds, earbuds, earplugs, recorders, flutophones, harmonicas, speakers, drumheads, drumsticks, turntable cartridges, and fog fluid.

 

The return process and handling charge:

If you are looking to return a product, please contact our customer services to receive a confirmation on whether or not your purpose is eligible for a return. After our return eligibility confirmation, we will provide a return shipping address for you to ship back the product within 3 days. We will assess the condition of the instrument afterwards and proceed with the refund immediately.  It may take up to 5-10 business days for the refund to appear back on your account.

Please note that if the instrument shows any signs of wear and tear due to usage, we will charge you a flat rate of 5% of the retail price as cleaning fee.