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Phoenix Music General Return Policy
Phoenix Music allows you to purchase with confidence. We chose our products carefully and fully expect that you will be satisfied. However, If you are not completely satisfied or the item isn’t what you expected, you can return it to us within 30 days along with your sales receipt. The product must be in new condition and with its original packaging. (Opened boxes of reeds are not returnable). Please note that products which were originally sent on a trial basis are not returnable after the trial period.
If your original order qualified for free shipping, you may be issued a full refund less our original shipping costs.
Instrument Specific Return Policy:
All Phoenix Music instruments, except special orders, are sent on a 15-Day Trial basis (Trial Period begins after instrument is received). The customer assumes full responsibility for the safe and proper care of the trial instrument. Any damaged or missing accessories will be billed to the customer's account. The customer is responsible for the costs of shipping the instrument back to us. After the Trial Period, the purchase becomes final and the instrument is not returnable.
It is the customers responsibility to immediately examine your order upon receipt, to make sure that no damage has been incurred during shipping.. All our instruments and accessories are examined and verified to be in perfect condition when packed. All packaging is according to the standards of the prevailing carrier. Regardless of the appearance of the carton, any instrument or accessory received in a damaged condition has occurred while in transit and must be reported at once to the carrier.
If your order was shipped via UPS or FedEx, please contact your local UPS or FedEx office immediately. They will need your name and address, along with our name and shipper ID number. This information appears on the carton label. Please retain the carton, packaging, and damaged contents for UPS inspection. UPS will make arrangements to inspect and return the merchandise to us. Then contact a service representative of Phoenix Music to assist you with product replacement. All claims must be filed within 5 days after the receipt of order. Please follow the above instructions, as they are for your protection.
If you need to return something, you MUST contact us to get an RMA (Return Merchandise Authorization) number BEFORE Shipping any product back to us. An RMA # ensures that your return process is smooth and accountable for both you and Phoenix Music. Any box received without an RMA number may be refused by us and returned to you.
After receiving the RMA, you will Ship Returns To:
658 Old Dixie Highway
Vero Beach, FL 32962
Toll-Free: 833-5PHOENIX (833-574-6364) or 772-774-4793
E-Mail: [email protected]