We aim for your satisfaction with every purchase, but we understand that this isn't always achievable. We are committed to ensuring your satisfaction with our products hence we offer a return process. This Return Policy outlines the terms and conditions under which returns are accepted and how we address any issues you may encounter with your purchases.
Last modified: Oct 8, 2024
Certain products fall under strict hygiene standards and cannot be returned once they have been opened or used. These include, but are not limited to:
Finished Reeds: Due to direct contact with the mouth, reeds cannot be resold for health and hygiene reasons.
Digital Downloadable Content: Unlike physical products, where returns ensure the item is no longer in use, digital files can be copied and retained indefinitely after download. To prevent misuse and unauthorized distribution, we do not offer refunds on digital purchases.
Products that do not fall under the non-returnable category can be returned under the following conditions:
Condition: Items must be unused, unopened, and in the same condition that you received them.
Packaging: Products should be returned in their original packaging.
Proof of Purchase: A receipt or proof of purchase is required for all returns.
While we cannot accept returns for non-returnable items due to the outlined in the above section, we are dedicated to addressing any issues you may have with your purchase. If you encounter a problem with a non-returnable item, please follow the steps below:
Reach out to our Customer Support team within 14 days of receiving your order.
Upon contacting us, please provide the following information:
Order Number: Found in your order confirmation email.
Description of the Issue: Clearly explain the problem you’re experiencing.
Photos or Documentation: If applicable, include images or documents supporting your claim.
Depending on the nature of the issue, we may offer the following resolutions:
Counseling: If you are dissatisfied with the performance of a reed, we can offer guidance on how to modify it (provided you have the proper tools) to better suit your personal preferences.
Future Customization: For your future purchases of finished reeds you can let us know your preferences so that we can tailor the reeds to your needs.
Please Note: Contacting us to initiate a resolution process does not guarantee a specific outcome. Unreasonable inquiries may not receive a response.
For products eligible for return, please adhere to the following guidelines:
You have 14 days from the date you received your item to request a return.
Contact Us: Reach out to our Customer Support team with your order details and reason for return.
Approval: Upon approval, you will receive a Return Merchandise Authorization (RMA) number and instructions on how to return your item.
Packaging: Securely package the item in its original packaging, including all accessories, manuals, and documentation.
Shipping: Send the item to the address provided in the RMA instructions. Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved Refunds: Processed within 4 days, issued to the original payment method.
Partial Refunds: (If applicable) Depending on the condition and reason for return, partial refunds may be granted.
If you need to exchange a product for the same item, please contact us to arrange the exchange.
In the unlikely event that you receive a defective or damaged product, pleasecontact us. We will ensure that the issue is resolved promptly and we will arrange for a replacement or refund as appropriate.
We recommend using a trackable shipping method and purchasing shipping insurance for your return shipment. We are not responsible for lost or damaged return shipments.
Return Shipping: Customers are responsible for return shipping costs for eligible items unless the return is due to our error or a defective product.
Refund of Shipping Costs: Original shipping costs are non-refundable, except in cases where the return is due to our mistake.
Refunds will be issued to the original payment method used for the purchase, excluding any original shipping charges.
Ensure that you initiate your return or contact us regarding any issues within the specified eligibility periods to qualify for a resolution.
Returned items must be in their original condition to qualify for a refund, exchange, or replacement.
We reserve the right to refuse returns, exchanges, or refunds if we suspect any fraudulent activity.
If you have any questions or concerns about our Return Policy, please contact us.