We offer Satisfaction Guarantee on most items, but there are exceptions. Please read below for specific details.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item. Please note that some items are not eligible for return (See exclusions below). Returned items must be in original, brand-new condition, showing no signs of wear or use. Items must also include all original packaging, manuals, warranties and accessories or your return may be subject to a return handling charge. Any damage or evidence of use may be subject to a restocking fee of up to 25%. We reserve the right to refuse any return if we determine the item has been misused. Your refund will be processed after the evaluation of your returned item. Refunds are made for product value only, excluding shipping and handling charges. If you received Free Shipping on your order, the value of the uncharged shipping cost will be deducted from your refund. If we shipped you the wrong product, or the product was defective, we will do everything we can to make it right at no additional cost to you.
We strive to accurately describe each item and will highlight any irregularities and/or defects making them known to you before you buy. Feel free to call Cassell's Music with any questions you have regarding the item in which you are interested. Please check the item description for clarification if that item is eligible for returns. Used gear, please check listing for clarification, as most used gear us sold "as is". All sales are final on Vintage Gear.
- Non-Returnable Items:
- Most Used Gear
- Vintage items
- Customized items
- Custom Orders
- Windblown Instruments
- Any item that came in a sealed container that has been open
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Any item or group of items purchased over $50 qualifies for free shipping in the Contiental U.S, exceot the following items:
- Any item that weighs over 70lbs (dimensional weight)
- PA Gear
- Drum Sets
- Some Keyboards/Workstations/
- Upright Basses
- Please note this list may change from time to time.
In order to protect your security, Cassell's Music can ship only to your verified billing address. This must be a valid street address. Cassell's Music cannot ship to P.O. Boxes., Army Post Office (APO), or Fleet Post Office (FPO) addresses.
Monday through Friday, 24-hour turnaround, Sat/Sun orders go out on Monday. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Cassell's Music is not liable for delivery delays caused by shipping service interruptions or other conditions beyond our direct control. See Shipping Company web site for details.