At Saxophone Store, we take pride in providing high-quality saxophones and accessories to musicians of all levels. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your item, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be in its original condition
  • All original packaging and accessories must be included
  • The item must not show signs of use or damage

Non-Returnable Items

Due to hygiene reasons and manufacturer restrictions, the following items cannot be returned or exchanged unless defective:

  • Reeds (all types and brands)
  • Mouthpieces (unless unopened in original packaging)
  • Digital saxophones with activated software licenses
  • Books & Gifts with broken seals
  • Exam books with any markings

Return & Exchange Process

Step 1: Request Authorization

Before returning any item, please contact our customer service team at [email protected] within 15 days of receiving your order. Include the following information:

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Saxophone Store Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return: [Product Name, Model, Quantity]

Reason for return: [Please specify]

Preferred resolution: [Refund/Exchange for (specific product)]

I confirm that the item(s) is/are in original condition with all packaging and accessories included.

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Package Your Return

Once your return is authorized:

  • Securely package the item(s) in the original packaging
  • Include all accessories, manuals, and free gifts that came with the item
  • Print and include the return authorization form we will email you

Step 3: Ship Your Return

Ship your return using a trackable shipping service to:

Saxophone Store Returns
2200 Concord Street
Charlotte, US 28209

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Your refund will be issued to the original payment method
  • Credit card/PayPal refunds typically appear within 5-10 business days depending on your financial institution

Exchange Process

For exchanges:

  • Follow the same return process above
  • Clearly indicate in your email the item you wish to exchange for
  • We will ship your replacement item once the return is received and approved
  • Any price differences will be charged/refunded accordingly

Special Considerations for Instrument Returns

For saxophones and high-value items:

  • Please allow extra care when repacking to prevent damage during return shipping
  • Instruments must be returned in the same condition as received, with all protective packaging
  • We recommend purchasing shipping insurance for the return

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We will arrange for a replacement or refund at no additional cost to you

Questions?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Phone: +1 (704) 555-0192
Business Hours: 9AM-5PM EST, Monday-Friday

We appreciate your trust in Saxophone Store for all your saxophone needs, from beginner instruments to professional equipment. Our return policy is designed to give you peace of mind when shopping for your musical essentials.