Return Policy

Easy Return Policy:

At City Music, we strive to ensure that every customer is satisfied with every purchase. We provide a 30-day return policy on most products so you can feel confident about ordering from us.

You may return most items within 30 days of delivery for a full refund as long as they are returned in the same condition in which they were received and include any accessories or tools, any documentation, any manufacturer’s warranty information, and all product packaging that was received as part of the original shipment.

Returned items MUST be in original condition for a full refund. Please do not attach shipping stickers on product packages.

If you have a question about your order or need to return it, please submit all relevant information to us using our Contact Us page. A sales associate will help resolve your issue.

Problems with Orders:

If you have a question about your order or need to return it, please submit all relevant information to us using our Contact Us page. A sales associate will help resolve your issue.

Damaged or Defective Products:

Damaged or defective products will be replaced free of charge.

If damaged, please keep the damaged merchandise, the box, and all the packing material, and Contact US within 48 hours from time of receipt for return instructions.

Please see our Return Policy for additional information.

Non-Returnable Items:

The following items are not returnable for various reasons. Some of these restrictions have to do with protecting our ability to resell the items. However, many of the restrictions are for the safety and protection of you, our customers.

• Any opened disposable products including cleaning and care products
• Opened string and reed packages
• Personal items (earphones, ear buds, in-ear monitors, harmonicas, recorders)
• Used mouthpieces
• Wearable items (including, but not limited to, neck straps, shirts, hats)
• Discontinued products, closeouts, clearance, and final sale items
• Custom/Special orders
• Books, CDs, and any copy-protected materials
• Software
• Tubes
• Items we don’t stock

How to Make a Return:

There are two ways a product may be returned to City Music.

In either case, please return the item and any accessories or tools, any documentation, any manufacturer’s warranty information, and all product packaging that was received as part of the original shipment.

In Store Returns:
If you are local to either of our Massachusetts retail stores, you may return items to either store. Just bring a copy of your order confirmation or and ID containing an address that matches your shipping address. Store credit can be issued immediately. Processing time will be required to apply the refund to the original payment method. If you return your product in-store, you can avoid paying return shipping charges

Shipping:
If you need to ship a return to us, please Contact Us with your order number, details about the product you would like to return, and the reason for the return. You will receive an email indicating approval for the return and instructions for how to make the return.

Note: Items being returned must be shipped within 10 days of the approval of return.

Who Pays for Shipping on Returns:

City Music will pay the return shipping costs if the return is a result of an issue on our end. (For example, you received the wrong item or a defective item.) In this case, we will send you a return shipping label to cover basic shipping.

In all other cases, you will cover the cost of shipping when you return the product to us and will be responsible for the returned merchandise until it safely reaches our location. Insurance is recommended as we are not responsible if the return gets lost or damaged in transit.

Shipping Instructions for Returns:

When returning an item to us, follow the instructions below:

Please Include:

• A copy of the invoice
• The reason for the return, written on the invoice or on a separate sheet, if needed
• All materials received with the order

Please include everything you received (the item, any included accessories or tools, any documentation, any manufacturer’s warranty information, all product packaging, etc.)

* Please use protective packing materials.
(Either reuse what was included when the item was shipped to you or, if not When returning an item to us, follow the instructions below: available, another material that will keep the item protected during shipping.)

* Do Not place tape or a shipping label directly on the item or the item’s packaging.

Ship To:
City Music
31 Sack Boulevard
Leominster, MA 01453

Damaged or Defective Merchandise Return Instructions

Damaged or defective products will be replaced free of charge.

If damaged, please keep the damaged merchandise, the box, and all the packing material, and Contact US within 48 hours from time of receipt for return instructions.

Refund Timeframes:

Refunds are credited back to the original method used to pay for the purchase.

In most cases, refunds will be received one week from our receipt of the returned product. Often, you’ll see the refund much sooner, but in some cases, processing which is out of our control (at your credit card company, for example) could affect the final receipt of the refund.

Abuse of Return Privileges:

Our return policy is in place to protect our customers from having to keep a product that isn’t what they wanted. However, if customers abuse or attempt to violate our return policy, we may, at our sole discretion, limit or suspend the privileges provided in our Return Policy. Abusive practices may include, but are not limited to, excessive returns, attempts to substitute older items for items that are within the 30-day return period, etc.