Shipping & Returns

Our goal is your total satisfaction.

New Gear: If you’re not satisfied, neither are we. If for any reason you’re not completely satisfied with your purchase of a new item, simply return it in its original condition within 15 days of purchase (see exceptions below) and we’ll give you a refund. It’s that simple. Returned items must be in original, brand-new condition, showing no signs of wear or use such as belt-buckle or pick scratches, scuffs, dings or scrapes on the instrument or collateral materials. Items must also include all original packaging, manuals, warrantees and accessories. Your return may be subject to a return handling charge of 35%, or higher depending upon the item condition. Your refund will be promptly processed upon successful evaluation of your returned item from our trained category professionals in 2-3 business days. Refunds are made for product value only, excluding shipping and handling charges. If you received Free Shipping on your order, the value of the uncharged shipping cost will be deducted from your refund.

Open Box Gear: If for any reason you’re not completely satisfied with your purchase of an open box item, simply return it in its original condition within 15 days of shipment and we’ll give you a refund. Items not returned in original condition are subject to a return handling charge.

International Shipments: Our return policies for new and open box gear also apply to international shipments. Please see any additional policies and information shipped with your package for more details.

Exceptions: There are no returns on clearance, discontinued, vintage, and demo items. Additionally, the following items are returnable only if defective OR unopened - strings, reeds, computers, tubes, earbuds, earplugs, recorders, tin whistles, flutophones, "world" wind instruments, harmonicas, raw-frame speakers, drumheads, drumsticks, turntable cartridges, fog fluid, clothing/footwear, body jewelry, sheet music, cleaners, polishes and polishing cloths. Software/soundware, books, CDs, DVDs, and videos may be returned for credit only if they are in their original, sealed packaging. If defective, these items will only be exchanged for the same product. All returned woodwind and brass instruments incur a $80.00 sanitization fee. Returned bows are assessed a $40.00 return handling charge. Returned mouthpieces priced over $300 incur an $20.00 sanitization fee; the fee for mouthpieces under $300 is $30.00. Instruments priced at $1,999.00 or more, must be returned within 10 days of shipment.

Requesting a Return: Contact our experts, or at +1 (302) 294 0251 to obtain a return authorization. Additional information on returns can be found on the paperwork shipped with your package.

Abuse of Return Privileges – Our return policy is in place to ensure our customers never get stuck with a wrong piece of gear. Those who violate the spirit of our return policy by having excessive returns may be subject to limitations or suspension of return privileges.

Send your returns to:

Music Online LLC Av. Jaume I, 31 – 2D


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