Returns, Exchanges & Refunds Policy
⚠ Important — Read Before Purchasing Certain product categories are excluded from this policy due to legal, health, or manufacturing restrictions. Please review the Non-Returnable Items section below before placing your order.
How to Return an Item
All returns require a Return Authorization Number (RAN) obtained by email before sending anything back. Returns sent without a RAN will not be accepted.
Step 1
Email us at support@playmusic123.com to request your Return Authorization Number (RAN). Please include:
- Your order number.
- Request type (Return, Exchange, or Damage).
- Any special instructions.
Step 2
Print your RAN and place a copy inside your package.
Step 3
Repack the item securely in its original packaging. All items must be unused and in the same condition as received.
Step 4
Attach your shipping label. Your label will be provided by the carrier you select for the return.
Step 5
Ship to the address provided in your RAN confirmation. Include a copy of your receipt and your RAN. For items valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance to protect yourself in case of loss.
Refund Processing Time Once your return is received and inspected, your refund will be issued to the original payment method. Please allow 10–15 business days for the refund to appear in your account. Timing may vary depending on your bank.
Our Guarantees
45-Day Satisfaction Guarantee
If you are not completely satisfied, you may return most unused and new items within 45 days for a refund, exchange, or store credit. See the Non-Returnable Items section below for excluded categories.
45-Day Low Price Guarantee
We guarantee the lowest price — not just at the time of purchase, but for 45 days after your order ships. If you find the identical item, in stock and advertised for less at any authorized U.S. dealer (auction sites excluded), we will beat that price.
Does not apply to: discontinued, special order, blemished, damaged, closeout, open box, refurbished, or auction items.
100% Satisfaction Guarantee
We are committed to making sure you are completely satisfied with your purchase. If for any reason you are not 100% satisfied, contact us at support@playmusic123.com and we will resolve the issue promptly.
What If My Order Arrives Damaged?
PlayMusic123.com covers all items damaged during shipping by the carrier. Please follow the correct procedure below based on your shipping method.
Standard Shipments (FedEx, UPS, DHL)
Step 1
Contact the shipping carrier within 5 business days of delivery and request a pick-up for the damaged item. Provide your tracking number and state the item was damaged during shipping.
- FedEx: 1-800-GoFedEx
- UPS: 1-800-PickUPS
- DHL: 1-800-Call-DHL
Step 2
After the carrier picks up the shipment, email us at support@playmusic123.com with your order number, a description of the damage, and photos if available.
Step 3
Once the carrier confirms the damage (typically 5–10 business days), we will ship your replacement at no additional cost.
Freight Shipments (FedEx Freight, Watkins, Saia, etc.)
Step 1
You must be present to receive and inspect the shipment at the time of delivery.
Step 2
If the shipment is damaged, notify the freight driver immediately and request damage documentation.
Step 3
Refuse the damaged shipment. Do not accept delivery.
Step 4
Email us at support@playmusic123.com. We will verify the damage and send a replacement at no cost to you.
⚠ Important PlayMusic123.com cannot process damage replacements if the above procedures are not followed. Failure to notify the carrier within 5 business days, or failure to refuse a damaged freight shipment, will void the damage claim.
Non-Returnable Items
Due to legal, health, and manufacturing restrictions, the following items cannot be returned or exchanged under any circumstances:
Health & Hygiene (No Exceptions)
- Mouthpieces
- Harmonicas
- Wind instrument mouthpieces (brass, woodwind, plastic, metal)
- Reeds (all types: saxophone, clarinet, oboe, bassoon) – opened or unopened
- Harmonicas
- Melodicas (including mouth tubes and hoses)
- Recorder instruments
- Kazoo-style instruments
- Whistles and flutes that contact the mouth
- Vocal microphones (handheld or headset)
- In-ear monitors / earbuds / earphones
- Headphones that contact ears (if opened or used)
- Instrument mouthpiece patches / cushions
- Cleaning cloths used on mouthpieces or internal instrument parts
- Cleaning swabs / snakes for wind instruments
- Cork grease, valve oil, slide grease (opened)
- Sanitizing or maintenance products once opened
- Personal-use instrument straps (neck straps, sax straps) if worn
- Used gloves for instrument playing
- Any item that has been inserted into the mouth or comes into contact with saliva.
Instrument Categories
- Accordions
- Brass instruments (trumpets, trombones, etc.)
- Woodwind instruments (flutes, clarinets, saxophones, etc.)
- Band instruments
- Items affected by heat, cold, dryness, or moisture
Consumables & Accessories
- DJ cartridges & styli
- Instrument strings (guitar, bass, violin, cello, etc.) – opened or installed
- Drumheads & drumsticks – opened or installed
- Picks / plectrums – opened packs or individual loose picks
- Rosin (violin, viola, cello, bass) – opened or used
- Valve oil, slide oil, key oil – opened
- Cork grease, slide grease, tuning slide compounds – opened
- Cleaning kits and solutions – opened
- Polishes, sprays, and instrument care chemicals – opened
- Adhesives, tapes, and repair compounds – opened
- Fretboard conditioners and oils – opened
- Reed cases with included reeds – opened
- Batteries (all types) – opened packs
- Cables with removed protective seals or packaging
- Disposable items (wipes, pads, cleaning papers, polishing cloth packs) once opened
- Replacement parts subject to wear (pads, felts, corks, springs) once opened
- Lubricants and maintenance consumables of any kind once opened
Media, Software & Content
- Digital downloads (audio files, backing tracks, sample packs, presets)
- Downloadable software and plugins (VST, AU, AAX, standalone apps)
- Software activation codes, license keys, serial numbers (delivered or revealed)
- DAW software (e.g., Pro Tools, Ableton Live, Logic Pro) once activated or registered
- Virtual instruments and sound libraries (Kontakt libraries, expansion packs) once delivered
- Online courses, lessons, or memberships (access granted)
- eBooks, PDFs, sheet music downloads
- Instructional videos or training content (streaming or downloadable)
- Gift cards (physical or digital)
- Subscriptions (software, content platforms, or services) once initiated
- Opened physical media (CDs, DVDs, Blu-rays)
- Any product with broken seal, opened packaging, or scratched-off code labels
- Bundled software included with hardware once the code is used or registered
Specialty Items
- Special order items (non-stock or supplier-direct products)
- Custom-built or made-to-order instruments
- Personalized or engraved items
- Items modified or altered after purchase (drilled, cut, soldered, adjusted)
- Instruments with custom setups (action, tuning, electronics, hardware changes)
- Clearance, final sale, or closeout items
- Discontinued or limited-run products
- Open-box items sold “as-is”
- Floor models sold “as-is”
- Items sold as part of a bundle or package deal (must be returned complete if allowed, otherwise non-returnable)
- Parts or components installed or attempted to be installed
- Items missing original packaging, manuals, tags, or accessories
- Items damaged after delivery due to misuse, improper handling, or normal wear
- International special orders or import-only items
⚠ 14-Day Return Window — Applies to These Items Instead of 45 Days
- Recording devices (multitrack and mixdown)
- DJ mixers
- Turntables & CD players
- Studio monitors
- Professional workstation keyboards
- Rackmount signal processors
- Fog machines
- Lighting effects
By placing an order, you acknowledge and accept all terms and conditions stated in this policy. These terms are subject to change without notice. Please check this page periodically for updates.
Special Orders Policy
What Is a Special Order?
A special order is any product that is not regularly stocked and must be custom-manufactured, customized, or specifically sourced from the manufacturer at the customer's request.
⚠ Special Orders Are Final Sale — No Exceptions Once a special order is placed, it cannot be canceled, modified, or returned for any reason. Please review all details carefully before placing a special order.
- No Cancellations or Returns: Special orders cannot be canceled, modified, or returned once placed.
- Custom Manufacturing Timeline: Special order items may require up to 120 days for production and delivery, depending on manufacturer availability.
- Non-Stock Commitment: These items are custom-made or sourced specifically for you and are not eligible for refunds or exchanges under any circumstances.
Order Acknowledgment
By placing a special order on our website, you acknowledge and agree to all terms above. This policy allows us to coordinate directly with manufacturers and allocate resources efficiently on your behalf.
PlayMusic123.com | Last Updated: May 2026