Refund policy

Refund, Return & Exchange Policy

W-Music Distribution USA

By placing an order with W-Music Distribution USA, you acknowledge and agree to the terms outlined in this Refund, Return & Exchange Policy.

We strive to ensure customer satisfaction while protecting the integrity of our products and inventory.

Items Not Eligible for Return or Exchange

The following items are not eligible for return, refund, or exchange:

• Bass Strings: Opened or unsealed strings.

• Consumables: Certain products, including, but not limited to, strings, Velcro, adhesive products, cable identification rings, and other consumable, wear-prone, or single-use accessories, may have return restrictions. Products subject to these restrictions will be identified on the applicable product page. Once opened, used, applied, cut, modified, or installed, these products are not eligible for return or exchange.

• Clearance or Final Sale Items: Sold as-is and non-returnable.

• Special Orders or Custom Orders: Items ordered at customer request that are not regularly stocked, custom-configured products, or items built or sourced specifically for you are final sale and not eligible for return or cancellation.

• Installed Electronics: Due to the sensitive nature of electronic components, all items must be tested prior to soldering or installation. Once an item has been soldered, wired, modified, cut, or installed, it is not eligible for return or exchange. Damage resulting from installation, soldering, wiring, modification, or misuse is not considered a product defect. This restriction does not affect valid warranty claims for confirmed manufacturing defects. Please refer to the Warranty section for warranty terms, eligibility, and claim requirements.

• Apparel (T-Shirts & Headwear): Must be brand-new, unworn, unwashed, with original tags and packaging intact.

1. Return Window

We offer a 7-day return window from the date the item is delivered.

Return requests must be submitted within 7 calendar days of confirmed delivery.

Returns are subject to approval and inspection.

2. Eligibility Requirements

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

• The item must be unused and in original condition.

• All original packaging, materials, documentation, and accessories must be included.

• No signs of installation, mounting, soldering, wear, or modification.

• Proof of purchase is required.

W-Music Distribution USA reserves the right to deny any return that does not meet inspection standards.

3. Order Cancellations

Orders Canceled Before Fulfillment

Orders canceled by the customer after payment has been processed but before the order enters the picking or fulfillment process are subject to a 5% cancellation and processing fee to help offset administrative and non-refundable payment processing costs.

The 5% cancellation fee does not apply to an approved order modification where W-Music Distribution USA is able to accommodate a change to another product before the order enters the picking or fulfillment process.

After Picking or Fulfillment Has Begun

Once an order has entered the picking or fulfillment process, it cannot be modified or canceled. Once delivered, the standard return process must be followed.

Approved returns of shipped items are subject to:

• 15% restocking fee

• Deduction of original outbound shipping charges

• Customer is responsible for return shipping and insurance

Original outbound shipping charges are non-refundable.

4. Restocking Fees

Approved returns are subject to the following:

• 15% restocking fee for standard stock items

• Higher fees may apply for special-order or non-stock items (if approved at all)

• No returns on custom-built or special-order products

Restocking fees cover inspection, repackaging, administrative processing, and inventory reclassification.

5. Return Authorization (RMA Required)

To request a return:

Email: orders@wusamusic.com

Include:

• Order number

• Item name and serial number (if applicable)

• Reason for return

If approved, you will receive a Return Merchandise Authorization (RMA) number.

• The RMA number must be clearly marked on the outside of the package.

• Packages received without an RMA number will be refused.

• Customer is responsible for return shipping and insurance.

• Items damaged during return transit will not be eligible for refund.

5A. Unauthorized Returns

All returns require a valid Return Merchandise Authorization (RMA) issued by W-Music Distribution USA prior to shipment.

Merchandise returned to W-Music Distribution USA without a valid RMA is considered an unauthorized return and will not automatically qualify for a refund, credit, or exchange.

W-Music Distribution USA reserves the right to refuse delivery of unauthorized returns and have the shipment returned to the sender.

If an unauthorized return is accepted or delivered before it can be identified, acceptance of the shipment does not constitute acceptance of the merchandise for return, refund, credit, or exchange.

Unauthorized returns that are delivered will be reviewed upon receipt. If the merchandise otherwise meets all applicable return eligibility requirements, W-Music Distribution USA may, at its discretion, authorize the return. If accepted, the return will remain subject to all applicable restocking fees, non-refundable original outbound shipping charges, return shipping costs, and all other terms of this policy.

Merchandise that is not eligible for return, including merchandise for which the applicable return window has expired, will not be refunded or credited.

If an unauthorized return is not accepted, the customer will be notified and will be responsible for any shipping costs required to return the merchandise to them.

Refusing delivery or returning a shipment to sender does not constitute an authorized cancellation or return and does not bypass the requirements of this policy.

Customers should not send merchandise to W-Music Distribution USA unless they have received a valid RMA and return instructions.

This section applies to standard returns and does not limit any rights or remedies that may apply to verified defective merchandise, warranty claims, shipping errors, or merchandise incorrectly shipped by W-Music Distribution USA.

6. Refund Processing

Once the returned item is received and inspected:

• Refunds are processed within 5–7 business days.

• Refunds are issued to the original payment method.

• Deductions may include:

• 15% restocking fee (if applicable)

• Original outbound shipping charges

• Return shipping (if applicable)

Payment processing fees are non-refundable.

7. Damaged or Defective Items

If your item arrives damaged or defective:

• Contact us within 48 hours of delivery: orders@wusamusic.com

• Provide photos (shipping box as it arrived, photos of the damaged product) and a detailed description.

If confirmed defective or freight damaged, we will:

• Replace the item, or

• Issue a full refund (at our discretion)

Defective returns are not subject to restocking fees.

8. Exchanges & Order Changes

W-Music Distribution USA does not guarantee direct product-for-product exchanges.

Order Changes Before Fulfillment

If you need to change an item on your order, please contact us as soon as possible. If the order has not yet entered the picking or fulfillment process, we may be able to accommodate the requested change.

If the customer wishes to purchase a different item, W-Music Distribution USA may assist with processing the replacement or corrected item separately through our internal order system. Any replacement is subject to product availability and any applicable price difference.

If the replacement item has a higher price, any additional amount due must be paid before the order can be processed. If the replacement item has a lower price, any applicable refund will be processed accordingly.

Original Online Order Record

When W-Music Distribution USA approves a customer-requested order change before the order has entered the picking or fulfillment process, the replacement or corrected item may be processed separately through our internal order system.

In these circumstances, the original online order will remain the record of the customer's original purchase and payment. The internally processed replacement or corrected item, together with its shipment and tracking information, will constitute fulfillment of the customer's approved order change.

By requesting and accepting an order change, the customer acknowledges that the product ultimately shipped may differ from the product originally shown on the online order as a result of the customer's requested change.

After Picking or Fulfillment Has Begun

Once an order has entered the picking or fulfillment process, it cannot be modified.

If the customer wishes to change an item after this point, the original order will continue through the fulfillment process. Once the order has been delivered, the customer may request a return in accordance with our standard return process and all applicable return eligibility requirements.

Applicable restocking fees, non-refundable original shipping charges, and return shipping requirements outlined in this policy will apply.

Once the returned item has been received and inspected, any applicable refund will be issued to the original payment method.

9. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at the time of checkout. Orders shipped to the address provided at checkout are considered properly fulfilled.

W-Music Distribution USA is not responsible for packages delivered to an incorrect or incomplete address entered by the customer.

If an address correction, carrier intercept, or rerouting request is made after shipment, any associated carrier fees will be the responsibility of the customer.

10. Policy Enforcement

W-Music Distribution USA reserves the right to:

• Refuse returns that do not meet stated conditions

• Deny excessive or abusive return activity

• Modify this policy at any time without prior notice

If you have questions, please contact:

orders@wusamusic.com

We appreciate your business and your understanding.