Return and Exchange Policy
Constellation Musical Instruments
Return and Exchange Policy
Last Updated: 6/12/2024
15 Day Satisfaction Guarantee
Some Exclusions Apply*
If you’re not totally satisfied with your purchase, you have 15 days for a full refund (some exclusions apply). If there is an issue with your order, we are here to help you and we will not rest until you're taken care of. If a refund is a must for you, please make sure the product is in the same condition you received it in. Please do not throw away any packaging materials, manuals, warranties and boxes that were used to ship the item to you. Items must be returned in original packaging. Please also note that you will have to cover the cost of shipping the return to our store, and if your items qualified for free shipping when they were originally sent to you, we will deduct our shipping expenses from the refund.
We will not accept products that:
- Have been damaged, or
- Have excessive use and/or scratches, or
- Have been used inappropriately and have been exposed to harsh conditions or have been treated with neglect, e.g. are no longer in new condition
Please DO NOT send items back to us without contacting us first and obtaining a return authorization which we will send to you by email. This is the only way we can keep track of your return and ensure that it will not get lost. Not following this step can result in long delays in processing your return and potential loss of your item and right to a refund.
You can find the form to request a return authorization (RA) at the bottom of this page. After obtaining an RA, please mail your return to:
Constellation Musical Instruments
3701 W McFadden Ave Suite C
Santa Ana, CA 92704
Once we receive the item, we will process your refund as soon as we have confirmed that the item meets all of our requirements. We will also send you a refund confirmation via email. Please allow 3 – 5 business days for the refund to reach your form of payment. Please note that all refunds are made to the original form of payment, and we will NOT issue a refund to a different form of payment.
What Can't Be Returned
The following items cannot be returned:
- Software opened or unopened, digital and tangible
- Opened and used sets of strings
- All reeds and mouthpieces
- Items on clearance and discounted items
- Items that were identified as non-returnable at product page
- CDs, videos, cleaning products, fog fluid, harmonicas, melodicas, recorders, pan flutes, earplugs, earphones, earbuds and in-ear monitors
- Any custom or special orders
- Focusrite audio interfaces except for defects
30 Day Return Period on Defective Items
If the item you purchased is defective, please do not hesitate to contact us as soon as possible and we will take care of you by sending you a replacement. You have 30 days to report any defects and for us to take care of it.
Keep in mind that most products come with a 1 year warranty from the manufacturer, therefore even after a month you can still get help from the manufacturer. Please see the manufacturer warranty that is included in the packaging for more information. If the reason for your return is a manufacturer defect and it is within 30 days of your purchase, we will cover and arrange shipping and send you a shipping label via email, and send you a replacement as soon as we have received the item and inspected it and confirmed that your claim for a defect is valid. In the event that what you ordered is one of a kind or it is the last one in stock we will give you store credit which you will be able to use for anything in our store that is in stock.
What Type of Return May Have a Restocking Fee?
Under specific circumstances there may be a 15 – 25% restocking fee on handmade, unique, high ticket items like accordions and bajo quintos, as well as for items that are returned after 15 days with no defects.
Band and Orchestra Returns
All returned mouth pieces, woodwind and brass instruments (that display no defects and no defect exists) incur a 15% restocking fee and $25.00 sanitization fee. Returned mouthpieces over $299 incur a $10.00 sanitization fee; the fee for mouthpieces under $299 is $5.00. Used bows returned incur a $10.00 restocking fee. These fees will be deducted from the refund.
Please Don’t Abuse Our Return Policy
Our policy was created by putting ourselves in your shoes while still protecting the interest of our business. We think our policy is fair and ensures that you have enough time to try out the item, inspect it for any defects and have an opportunity to return it. All we ask is that you are ethical and truthful in your claim. If we suspect that a customer is attempting to violate our return policy, by any of the following actions or any other actions reasonably determined by us: excessive returns, return of damaged goods (unless the damage was caused by the shipping company or USPS), making false or misleading claims, or attempting to return an item that has experienced substantial use and is no longer in new condition, then this may result in us limiting or suspending a customer’s return privileges.