Family Music Centers is committed to 100% customer satisfaction! We hope you are delighted with every order you receive from familymusic.com, however if you are not perfectly satisfied you may return most new items with the original packaging within 15 days of the shipment date for a full refund or exchange, or within 30 days for a store credit. You may return the item(s) to us by either shipping it back or returning the item(s) in person. Shipping costs are not eligible for refund.
If you have a problem or question of any kind, please call us at 1-702-435-4080 with your order number and details about the product you would like to return. Do not call your credit card company to charge back the sale until you speak with us first. We will respond quickly with instructions for how to return the item(s) from your order. You should expect to receive your refund with four weeks of giving your package to the return shipper, however in many cases you will receive a refund sooner. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If your package arrives damaged from shipment, you may file a claim immediately with Fedex, UPS or the chosen carrier. If the package is in good condition but your item is damaged or missing parts, please call us.
Please never refuse the delivery; the shipment will be considered an unauthorized return, subject to the shipment cost and a 15% restocking fee.
Shipping Costs on Returns
Except for damaged or defective items, you are responsible for all return shipping costs. If your item was purchased with Free Shipping we will deduct a return shipping fee from your refund.
- Free Ground Shipping – $20 return shipping fee
- Free 2nd Day Air Shipping – $75 return shipping fee
- Free Truck Freight (on Oversize Items) – $100 return shipping fee
All returns must be in the original packaging and have all items including, but not limited to: warranty cards, manuals, included accessories, etc. All returns must be free of any sign of wear and/or abuse. Failure to adhere to these terms are subject to restocking fee, repair labor and parts fee, or denial of return.
Returns must be in original packaging, complete with the following: blank warranty cards, owner’s manual, all included parts and accessories, and no sign of wear or abuse. Otherwise, you may be subject to a restocking fee, repair charge, or disqualification.
Returns received after 30 days following your notification to us of a possible fault may not be eligible for a refund, at our sole discretion.
We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
Limitations and Exclusions
These items cannot be returned once the packaging is opened:
- Harmonicas, Ear Worn Items, Wood or Plastic Recorders, Mouthpieces, Strings, Reeds
- Most Special Orders merchandise cannot be canceled or returned unless defective
- The warranty on used merchandise only provides refunds and repairs, not product replacement
- Any copyrighted items such as books, CDs, DVDs, sample libraries, blank media, etc
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of “wardrobing;”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
- Potential fraudulent or criminal activity.
Similarly, we reserve the right to refuse service or a refund on any product (both in-store and online) to any customer or entity, due to similar actions as noted above.
Family Music Centers’ (FMC) Liability is limited to the amount paid for the item(s). FMC is not responsible for injury, lost or damaged property, or lost profits. FMC reserves the right to update, change or replace any part of these Terms of Returns by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.