Refund policy
Returns & Exchanges Policy
General
All returned merchandise must include the original receipt or invoice from Carolyn Nussbaum Music Company and must be returned unused, undamaged, and in original packaging with all contents included.
Electronic media (including but not limited to CDs, DVDs, and videos) must be returned unopened, in the original shrink wrap/packaging, with all security features intact.
Refunds/credits are issued to the original payment method, or as store credit:
- Credit card purchases are refunded to the same credit card.
- Cash or check purchases are refunded in the original form of payment.
Shipped Returns & Return Authorization (RA)
Shipped returns are not accepted without prior authorization. To request authorization, you must provide:
- A valid invoice number, and
- The reason for the return.
Return Authorizations (RAs) are valid for 10 calendar days from the date issued. Your shipment must:
- Clearly display the RA number on the outside of the package, and
- Arrive within the RA validity period.
Packages may be refused if the RA is missing or expired.
Return shipping costs to Carolyn Nussbaum Music Company are the customer’s responsibility, unless otherwise stated below.
Non-Instrument Merchandise
Sheet music is non-returnable.
For all other non-instrument merchandise, requests for Return Authorization (and in-person returns) must be made within 10 calendar days of the original invoice date.
Instruments
Instrument purchases are final sale and may not be returned after purchase. This includes (but is not limited to):
- New or used flutes, piccolos, alto flutes, and bass flutes
- Head joints, foot joints, crowns, and Foster Extensions
If you are shopping for an instrument, please consider our free trial option before purchasing.
Special Orders
“Special Order Only (SOO)” merchandise is non-returnable.
Fulfillment Errors
We do our best to get every order right, but mistakes can happen. If we made an error in fulfilling your order, please contact us right away so we can correct it.
Defective Merchandise
Defective merchandise may be returned for exchange only (replacement with an identical item) if requested within 10 calendar days of the original invoice date. After that period, customers must contact the manufacturer.
Defects must not be the result of misuse, abuse, or malicious damage. If Carolyn Nussbaum Music Company determines the item is defective:
- We will ship the replacement item at our expense, using a carrier/service we select.
- We will also provide a return shipping label for the defective item.
Special (Promotional) Offers
If an order qualified for a promotional offer (free or discounted items, discounted pricing, etc.) and you return one or more items such that the remaining order would no longer qualify, you may choose to either:
- Return the promotional items received free/discounted, or
- Keep them.
To receive full credit, returned items must be undamaged and in original packaging. Electronic media must be unopened with all security features intact.
Refunds/credits will be calculated based on:
- The original order charges, and
- The lesser of the current price or the original non-discounted selling price of any items you keep,
- Taking into account the promotional qualification rules that applied at the time of the original order.
Any discount/coupon codes issued due to a qualifying order may be canceled if a return causes the order to no longer qualify.
If the original order qualified for free or discounted shipping and a return causes the order to no longer qualify, the refund/credit may be reduced by up to the full original shipping cost. (This does not apply to defective merchandise or fulfillment errors.)
Discount (Coupon) Codes
If you used a coupon code and later return items, your refund/credit will be adjusted based on:
- The remaining items kept, and
- Whether the remaining order still qualifies for the coupon.
If a coupon no longer applies after the return, it will be made available for re-use under the original terms and limitations of issuance.