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Return Policy


Overview

At The Octave Music Centre, we want to ensure that you are 100% happy with your purchase. If for any reason, you are unsatisfied, we may offer a refund within 30 days. We’d love to know what went wrong and how we can improve, so please include details about the reason for your refund request if you reach out to us directly.

Our refund covers the cost of the product. The refund does not include the cost of shipping, handling, duties, or other related incurred fees. We do not cover the cost of shipping the item back to us. Returns with shipping or Customs COD will not be accepted. Shipping and handling is not refundable.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds or store credits are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • With certain exceptions, any item that is returned more than 30 days after delivery
  • Used or consignment items

Final sale items cannot be brought back to the store for refund or exchange. Used and consignment items are considered sale items.

In-Store Returns

Any regular priced item purchased in store is eligible for a refund or exchange within 30 days of the date of purchase, so long as the item is in its original condition and original packaging, unopened and unused. Any items that contain a serial number, such as keyboards, pianos, guitars, pedals and amps, require a 10% restocking fee that will be deducted from your refund or store credit.

Exchanges are available on any regular priced item within 30 days of the date of purchase. If you are exchanging for an item of a greater value, we will charge the difference in value minus a 10% restocking fee, when applicable. If you want to exchange it for an item of a lesser value, we can offer you a refund for the difference minus a 10% restocking fee, when applicable.
Only the product value will be refunded, in some instances, less a 10% restocking fee. If you purchased an item online that was shipped to you and you are returning the product in store, your shipping fee will not be refunded.
Final sale items cannot be brought back to the store for refund or exchange.

Online Returns

To complete your return, please email sales@theoctavemc.com to initiate the process. We require a receipt or proof of purchase and an explanation for the return. Please do not send your purchase back to the manufacturer. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please note that it may take a while for your bank to process the return and for it to show up in your account.

If an item was sent to us when we did not approve for it to be sent back, or if we received an item that we approved, but it was found to not be in the same state or condition as discussed and the refund is rejected, we reserve the right to retain the item without a refund. If you wish to get the product back, we can re-ship it back to you at your expense.

Exchanges are available on any regular priced item within 30 days of the item’s delivery date. If you are exchanging for an item of a greater value, we will charge the difference in value minus a 10% restocking fee. If you want to exchange it for an item of a lesser value, we can offer you a refund for the difference minus a 10% restocking fee. To initiate an exchange, please send us an email at sales@theoctavemc.com

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Late or missing refunds

If you haven’t received a refund after 10 business days, contact your credit card company. It may take some time before your refund is officially posted. The next step would be to contact your bank. There is often some processing time before a refund is processed.

If you’ve done all of this and you still have not received your refund, please contact us at sales@theoctavemc.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded or exchanged. Used and consignment items are considered sale items.

Shipping returns

Please email sales@theoctavemc.com for Return Approval (an RA number) and a return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

We suggest you use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at sales@theoctavemc.com for questions related to refunds and returns.

 


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