Refund policy

How it works

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused and undamaged in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at music@infinitistrings.com. If your return is accepted, we’ll send you a return shipping label, at your expense. Items sent back to us without first requesting a return will not be accepted. Free returns can be done in-store. If a shipping label is needed, the customer will bear the shipping fee for returns. This fee will be deducted from the refund amount after the product has been received.

You can always contact us for any return questions at music@infinitistrings.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions/ non-returnable items

Certain types of items cannot be returned, like books and mouthpieces. They are final sales, with no refunds or exchanges. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Any shipments back to the warehouse are bared by the customer. Free exchanges can be done in-store.

Returns

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.