Refund policy

Refund, Return & Exchange Policy

At W-Music Distribution USA, we strive to ensure customer satisfaction. Please review the following guidelines for returns, refunds, and exchanges:

Items Not Eligible for Return or Exchange:

• Bass Strings: Opened or unsealed bass strings are not eligible for return.
• Any item not specifically listed under a warranty-covered category is considered a consumable and is not eligible for return, exchange, or warranty coverage. Examples include: Velcro, adhesive strips, cable color rings, and other wear-prone accessories.
• Clearance or Final Sale Items: These items are sold as-is and cannot be returned or exchanged.
• T-Shirts and Headwear: These items must be in brand-new condition, unworn, unwashed, with original tags, and returned in the original packaging to be eligible.

•           Due to the sensitive nature of electronic components, all items must be tested before soldering or installation. Once a product has been soldered, we cannot accept it for return or warranty claim unless clear evidence of pre-solder defect is provided (e.g., photos or bench test results).

1. Return Window

We offer a 7-day return policy, meaning you have 7 days from the date you receive your item to request a return.

2. Eligibility for Returns

To qualify for a return, the item must meet the following conditions:

• Condition: The product must be unused, unworn, and in the same condition as when you received it.
• Packaging: All original packaging, tags, and accessories must be intact.
• Proof of Purchase: A receipt or proof of purchase is required.

3. Order Cancellations

• Same-Day or Unshipped Orders: Orders canceled on the same day they are placed, or before they are shipped, will incur a 5% processing fee to cover administrative and payment processing costs.
• Shipped Orders: Orders already shipped cannot be canceled. If you wish to cancel, you will need to follow the return process below upon receiving the item. A 20% restocking fee and any applicable shipping charges will be deducted from the refund.

4. How to Request a Refund

To request a refund, follow these steps:

1. Email us at orders@wusamusic.com within 7 days of receiving your order.
2. Provide the following details:
• Your order number.
• The item name and serial number (if applicable).
• A brief explanation of why you are requesting a return.

5. How to Return Your Item

Once your return request is approved, we will provide a Return Merchandise Authorization (RMA) number. Please follow these instructions:

• Shipping: You are responsible for all shipping and insurance costs to return the item to us.
• RMA Number: Clearly write the RMA number on the package. Packages without an RMA number will not be accepted.
• Insurance: We recommend insuring your shipment. Items damaged during return transit will not be eligible for a refund.

6. Processing Your Refund

• Refunds will be processed within 5-7 business days after the returned item is received and inspected.
• Refunds will be issued to the original payment method, minus:
• Restocking Fees: A 20% restocking fee (if applicable).
• Shipping Charges: Any shipping fees incurred.

7. Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at orders@wusamusic.com.

• Provide photos of the damage or defect along with your order details.
• We will work with you to replace the item or issue a refund based on availability and your preference.

8. Exchanges

If you wish to exchange an item:

1. Follow the return process above.
2. Once we receive and inspect the returned item, we will issue a store credit for the value of the item.
3. You can then place a new order for the desired product.

9. Contact Us

For questions about our refund policy or to initiate a return, please email us at orders@wusamusic.com. We’re here to help!