Most items are returnable for a refund or replacement within 30 days of delivery. Items must be returned in the same condition that they were shipped. This includes all original packaging, accessories, and documentation. After 30 days, ProAudioStar cannot accept the return, however, most items carry a full manufacturer warranty that will cover product defects. Additional coverage is available for most items with the purchase of an extended warranty.
ProAudioStar will need to be notified of any damage sustained to your order within 24 hours of delivery. Detailed photos of the following are required for our records and to be able to process a resolution:
- All sides of the package in question, with a focus on any portion showing clear signs of damage,
- All interior packaging/padding, with a focus on any portion showing clear signs of damage,
- The shipping label on the package clearly shows all address and tracking number information,
- Damage to the product in question, with a focus on any serial number information printed on the item (if applicable),
- If available, any photo or video evidence of mishandling at delivery.
Items that are not returned in the condition they were delivered are subject to a 15% restocking fee. Items returned for discretionary reasons (i.e. buyer's remorse, wrong item purchased, the product didn’t work for customer’s needs, etc.) may also be subject to a restocking fee of up to 15%. ProAudioStar reserves the right to deduct the total cost of shipping from the refund. Items that do not have the original packaging cannot be accepted for return.
The cost of shipping will be deducted from returns on all items that are undeliverable and/or are returned to the sender.
Please be aware that returns shipping from Puerto Rico, Alaska, and Hawaii will be responsible for covering their shipping costs. This would include product damage until a FedEx claim is submitted (Please see the required details for processing shipping damage above). Typically, this process takes up to 15 business days to reach a resolution.
ITEMS THAT CAN NOT BE RETURNED INCLUDE:
- Software
- Items that are in a different condition than they were delivered (missing contents, modifications, disassembly, missing accessories, documentation, and/or damaged packaging)
- Items that are considered for “personal use” (headphones, in-ear monitors, vocal microphones, instrument mouthpieces, harmonicas, etc.)
- Special Orders
- Discontinued products
- Close-out sales.
We strongly recommend that you check your order after receiving it to be sure that it is in proper working order. We also recommend performing a standard setup for any instrument that has been shipped. Shipping conditions, such as climate change, can affect the playability upon receipt. This does not mean the instrument is damaged or defective. Performing regular setups is a standard part of instrument ownership and maintenance.
Please submit a request through the “Return/Replace Order” button found at the bottom of any of our pages for a Return Merchandise Authorization. ProAudioStar will not be held responsible for returns or shipments sent without an approved RMA number or ProAudioStar shipping label. For additional assistance, please feel free to contact our costumer service team.
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