Policies

Thanks for shopping at cromerMusic.

If you are not entirely satisfied with your purchase, we're here to help.

In Regards to Third Party Marketplaces…

In the parlance of our times we do sell a number or our instruments and cases on third party marketplaces. As such they have certain rules of conduct we must follow to maintain our good standing and ability to sell on their platforms. This would include but is not limited to, discussing terms, prices and services we offer in our store or on this website but are likewise NOT being offered on said third party sites. Third party sites monitor correspondence engaged in on their message features and we may be penalized for entertaining these topics. We respect the terms set forth by these third party marketplaces and their right to earn fees from their sales traffic. With that said keep in mind we DO NOT charge sales tax for sales made directly through our storefront in Wilmington or on cromerMusic.com.

MB Case Returns

You have 14 calendar days to let us know you want to return an item from the date you received it. Email us at returns@cromermusic.com.  After that period of time has lapsed, it is no longer returnable. If you notify us of your intent to return the case it must received back to us within 30 days of the original date you received the case. No returns will be accepted after that time has lapsed.

If the reason for return is our fault, including damaged, defective, or the wrong item, cromerMusic will cover return shipping costs and provide you a return label.

If you’ve changed your mind or the case does not fit your needs, you will be responsible for paying shipping costs for returning your item.

To be eligible for a return/refund, your item must be unused and in the same condition that you received it. This means no scuffs, stains or debris inside case as well as devoid of pet hair. It also needs to be returned with all accessories, pads & manufacture inserts/manuals.  In short, the case must be returned in a condition so that it can be re-sold as new. Your item must be received back in the original shipping box or similarly suitable box & packaging.

If the case is received in unsuitable condition from handling or use, one of TWO options will become available to you. 1. The case will be made available for pick-up for you ta take back possession of it. This includes paying to have us ship it back to you or making an appointment to pick it up in person. 2. Accept a partial refund amount of our choosing based on the condition of the case and we will resell the case as used. If neither option is exercised and completed within 30 days of your initial notice of intent to return, the case will be considered abandoned merchandise of which we will take possession of. No refunds will be issued at this point and the case will no longer be available to you for pick up. Likewise if the case arrives back to us damaged but clearly as a result of poor packaging, one of the above two options will apply depending on the extent of damage sustained to the case. *Extenuating and documented circumstances may be considered beyond the scope of these terms.

If a case is returned to us in damaged condition that is clearly the fault of the freight carrier during its return to us then you will need to file a claim with said carrier. We will make the case and packaging available for said carrier’s inspection and collection to facilitate your claim but will not be able to participate directly in initiating or advocating said claim for you.

Alternatively, if you are in the Wilmington, Delaware area, feel free to contact us to arrange a time to drop off your return. 

We understand that when gifting one of our items to a lucky loved one, the giftee may not open their exciting surprise until after the 14 day mark. Just let us know if you have a return on a gift within 14 days of the gifting. Please understand however that there are reasonable limits to this scenario as well and the ultimate decision to honor a return/refund will be at our sole discretion.

Refunds

After we authorize your return and once we receive your item, we will inspect it and notify you that we have received your returned item and if it is in suitable condition.

If your return is approved, we will initiate a refund to your credit card (or original method of payment) for the appropriate amount based on the aforementioned conditions. Additionally, if your return is for ANY reason other than wrong/damaged/defective, we will withhold a 4% fee (for credit card processing costs), in addition to the original freight costs incurred by us.

If we receive an unauthorized return (meaning with no prior contact/notice), assuming it arrives in suitable condition, we will issue a refund less the original shipping cost as well as a 15% restocking fee.  Please avoid this by clearly communicating with us prior.

You will receive the credit within approximately 3-7 days, depending on your specific card issuer's policies.

INSTRUMENT PURCHASE POLICY

Unless otherwise agreed upon in advance in writing, ALL SALES ARE FINAL on instruments. If you are truly not satisfied with the instrument we can re-sell it on consignment for you & offer a reduced sellers fee. We do offer trial periods. If one is granted, it is for 7 days (weekends included) starting the day it is delivered to you (the delivery day being Day 1). The instrument and any applicable shipping charges must be paid in-full prior to the instrument being picked up or shipped for the trial period. At or before the end of said trial we must be notified of intent to return. The instrument must then be either returned to the shop in person or scanned into the carrier for return shipment by noon of the 8th day, otherwise the instrument is considered sold & is no longer returnable. If you do decide to return the instrument after trying it out, we will refund your credit card on file minus original freight charges in addition to a 4% fee (for credit card processing costs) once the instrument is received back safely and verified to be in satisfactory condition.

Customer is responsible for all applicable shipping charges necessary to fulfill any trial as well as compensation for any damage, should it occur, while in your possession or during return transit back to our shop.

If you wish to have an instrument reserved on "hold" while you make arrangements for purchase a $200.00 deposit is required. Once the deposit is paid the instrument will be reserved for a period of 7 (seven) days including weekends unless other arrangements are agreed upon in advance (eg: if you pay the deposit on a Monday, before midnight Tuesday it ends the following Monday at 12:01Am). Once the sale is settled the deposit will be applied to the price of the instrument. If the sale is not finalized before the reservation expires, or if new terms are not agreed upon, we reserve the right to retain the deposit. Retained deposits can still be applied towards the sale of said instrument at any point as long as it is still available for sale however, once the instrument is sold to another buyer the deposit is forfeited.

Shipping

We only ship within the Continental United States however if you’re in a bind with equipment options where you are located we’re happy to entertain making special arrangements, however additional fees will apply. We cannot accommodate all requests.

Please note that If you elect to have an item “Shipped WITHOUT requiring a signature for delivery” we are NOT liable for any lost or stolen packages. If the carrier scans it as “Delivered” we consider it to be within your possession. If you are dubious about the safety of parcels in your delivery area please REQUEST A SIGNATURE FOR DELIVERY 

With that said, Instruments are shipped with SIGNATURE REQUIRED only, due to the higher value risk involved vs cases and accessories.  If that does not meet your specific needs please reach out for possible alternative acomodations. 

Contact Us

If you have any questions or need clarification on any of the above, please contact us at returns@cromermusic.com.