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May 9, 2008
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Return Policy
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 30-day Satisfaction Guarantee
We realize that there may be times when an item you ordered needs
to be returned. When that does happen, we want to make it as easy as possible for you. We want you to be happy with your purchase. If for any reason you are dissatisfied with a product you purchased from us, most items can be returned to us within 30 days for a full refund or exchange. We count the 30 day period ("duration") as beginning five days after the date the item has shipped to you, as recorded by the shipping company.
How to Initiate a Product Return
Purchases made at our online auctions or other Outlet Store:
If your purchase was through one of our online auctions and you wish to return that item, you must phone or email us at the contacts provided in your sales receipt to request an RMA number. Once you have received an RMA number, click here to skip to the return instructions which apply to your purchase.
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We will accept returns on almost any item for any reason at any time within the 30 day duration as defined above, provided you have requested and been assigned a Return Merchandise Authorization (RMA) number.
Whether you are returning the item because it is defective, was damaged in shipment, or you are simply not happy with the product for any reason, initiating the return process is the same. You must first obtain an RMA#.
Every item you purchase at finecases.com remains listed in your Order History as long as you maintain your free Account with us. An RMA# can only be assigned for items which are listed in your Order History. To obtain an RMA#, you must initiate the process yourself utilizing the online tools we make available to you from your free finecases.com Account. The process is very easy and takes only a few moments. Just follow these step-by-step instructions:
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Log-in to your finecases.com Account and click on the Order History tab. |
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You will be presented with a list of all your past orders, listed chronologically by most recent date first. Click on the "View" link for the Order which contains the item you need to return. |
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You will be presented with the details of the past Order you just clicked. Each item you purchased is listed for you, with information about each item. Scroll down until you see the item you need to return. Click on the "30-Day Return Policy" link for that item. |
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The link you just clicked will produce a pop-up screen with more details about your purchase. If you are still within the 30 day duration period, you can click the link provided which will load a very simple Return Form for you to complete. (If the 30 day duration has already passed, this information will be conveyed instead and the link to the online Return Form will not be displayed.) |
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Please provide the basic information requested on the Return Form and when ready, press the "Return This Item" button. By doing so, an RMA# is automatically generated by our system and assigned to your Claim, and your Claim is recorded by finecases.com. You will receive a Confirmation Email for your records. |
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The final screen will provide you with specific shipping instructions for that item. These instructions are also contained in the Confirmation Email you receive from us. |
We will email you as necessary with updates regarding your Claim. You may re-visit your Order History at any time to check on the progress of your Claim.
Use of our online return process requires that your browser accept and use cookies and javascript.
If you are using an older browser or for technical reasons your browser is rejecting our cookies or javascript,
you may still initiate the RMA process by contacting our CustomerCare Team for assistance.
Please be sure to include the Order # and details about your Claim. Proof of purchase may be required.
Please read our Privacy and Security Policy for more information about how we use javascript and cookies.
General Return Instructions
Regardless of the cause or type of your return, you must package the item the same way for return shipping.
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Any item you return must be in its original condition (the condition you received the item in) and show no signs of wear. Items that have been exposed to cigarette or any other type of smoke, mold or mildew, water or exposure to the elements, or has been torn, is soiled in any way, or is returned in any condition other than the original shipping condition, will incur a restock fee and/or cleaning fee. |
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Do not write on the original box, manual or warranty card until certain you will keep this purchase. |
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Re-pack the item in its original box or shipping container. Reseal the original manufacturer's box with CLEAR tape only. To protect your return, we suggest you double-box your shipment to prevent damage, using all original packing materials. Be sure to include all materials originally sent with the product, such as straps, power adapters, cords and cables, etc. Also be sure to include any original documentation such as manuals, instructions, warranty cards, etc. |
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Write your RMA# only on the SHIPPING LABEL which you affix to the OUTSIDE shipping box. Do NOT write the RMA# on the manufacturer's box, on the product, or on any documentation originally sent with the item. |
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Ship the item to us at the address provided to you in the Confirmation Email you receive from us. You may ship your package back to us via any method you prefer, but we suggest that you use shipping services such as FedEx or UPS which provide tracking services for your shipment. We also suggest that you insure the package for its full value. You will be responsible for return shipping charges unless your product is defective or was shipped to you in error. You are responsible for the merchandise until it is safely received by us. We are not responsible if your returned merchandise gets lost during shipment. |
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The item for which the RMA# has been issued must be received within 30 days of issuance. If the item is never received, the RMA will be cancelled after 30 days and a refund will not be made. |
You will receive an email from us to acknowledge that we have received your package. Returns originally paid for by credit card are issued a refund back to the same card used to make the original purchase. Returns originally paid for by check or money order are refunded by company check, sent via US mail to the billing address associated with your finecases.com Account. Returns take approximately 30 days to process, which includes time in transit. We generally issue refunds within two weeks of receipt of the item.
Refunds are issued for the product value only, excluding shipping and handling costs.
If Your Item was Received in Defective Condition
RMA's are intended only for items you wish to return for a refund or replacement. If the item you received was in defective condition and you would like to keep the item rather than have it replaced (for example, a component was missing, or the defect requires only minor repairs or adjustments which can be made while in your possession) you should instead Contact Us for assistance.
Because defective items are covered under the manufacturer's warranty, you may return defective items for refunds or exchanges only within the 30-Day Satisfaction Guarantee duration. Claims for defective products made after this time period are considered warranty issues and you should instead file a Warranty Claim with the manufacturer of the defective item. Please Contact Us if you need assistance initiating contact with the manufacturer.
If you are seeking a replacement for a defective product within the 30-Day Satisfaction Period, we will pay shipping both ways, or reimburse your out-of-pocket shipping costs to return the defective item to us. (If the product is out of stock at the time of your Claim, then we will process an immediate refund to avoid any further inconvenience to you.) If you return any defective item to us for a refund, without allowing us the opportunity to replace the item, then return shipping costs are your responsibility, and shipping costs will be deducted from any refund due to you.
If Your Item was Damaged in Transit
Your order is carefully packed to exceed UPS, FedEx, and USPS shipping requirements. If your package should arrive damaged, you must immediately initiate a Claim by requesting an RMA#, as described above.
Once you have filed a Claim, we will contact you with specific information or instructions regarding your Claim. Generally, we will either contact the shipping company on your behalf, or provide you with specific steps you should follow to initiate contact with the shipping company yourself.
The shipping company which delivers your order is responsible for any damage which occurs while in transit. It is ultimately the responsibility of the shipping company, and not finecases.com, to resolve your Claim. We will assist you in this process and help you navigate through any paperwork or any other administrative process until your Claim with the shipping company has been settled.
Please be sure to retain all original packing materials for inspection by the carrier or until you receive further instructions from us. Failure to keep the original packing materials for goods damaged in transit may cause your claim to be delayed or possibly denied by the shipping company.
We will arrange to have UPS or FedEx pick up the item and carefully inspect it for shipping damage, before returning it to us. Upon receiving the returned merchandise, we will, at our discretion, either have the item repaired and returned to you, or send a replacement to you.
If Your Item was a Gift to you
or You Paid with a Gift Certificate You Received
If you received your item as a gift from someone else, or if you purchased the item yourself using a finecases.com Gift Certificate which you received from someone else, and it arrives damaged, we will gladly send you a replacement. However, refunds for items returned for any reason can only be made against the credit/debit card used in the original transaction. If we cannot provide you with a replacement, for example, if the item is out of stock, our CustomerCare team will contact you with other options. These options could include the issue of credit vouchers or alternative goods of equal value.
Delivery Refused
If the carrier returns an item because it was refused or undeliverable, a restocking fee will apply. If the item was shipped for free, outbound shipping fees (and tariffs and duties on international shipments) will also be charged back at the time of return. Shipping, handling and insurance costs are non refundable.
Restocking and Cleaning Fees
We charge a 15% restocking fee for all returned items originally purchased through our online store, online outlets or auctions. If an item is returned as defective and we determine that the stated defect is not a result of original manufacturing process, or the item shows signs of use or wear, please be advised that a restocking fee will apply. We reserve the right to determine cause of defect.
Items returned in dirty or soiled condition will incur up to a $15 cleaning or sterilization fee.
Recovery or Reimbursement of Shipping and Handling Costs
Refunds are issued for the product value only. We do not refund any shipping and handling costs that you paid to have this product delivered to you. Under certain conditions we may either withhold actual shipping costs from your refund, or reimburse shipping costs to you.
Recover of Shipping and Handling Costs by Us If the item you purchased at finecases.com was shipped to you free due to any Free Shipping promotion that we may from time to time offer (and was in effect at the time of your purchase) and you elect to return that item, then you agree to reimburse us the cost of outbound shipping and handling charges, which will be deducted from the refund due to you. If you paid for shipping at the time of purchase and return this item, and the actual shiping and handling costs we paid to deliver this item to you exceeded the shipping costs you paid, then you agree to reimburse us for the difference to recover our actual costs, which will be deducted from the refund due to you.
Reimbursement of Shipping Costs to You If the item has a manufacturing defect and you elect to return it to us for a replacement, then we will reimburse your out-of-pocket shipping costs to return the defective item to us, or we will issue a pickup tag so that you do not have to pay for return shipping. We will then pay for shipping the replacement item to you. We reserve the right to determine cause of defect. If you purchased a case or bag from finecases.com and our CustomerCare staff provided you information indicating the product would fit your instrument, we will reimburse return shipping costs to you if the case or bag does not fit and you return it for an exchange. These rules apply ONLY if you request a product exchange. If you desire a refund instead, we will not reimburse return shipping costs, and we will deduct any shipping we paid from any refund due to you.
Non-Returnable Merchandise
We regret that we cannot accept returns for these products unless they are defective:
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Copy-Protected Materials including books, training videos, computer software and CD-ROM's. |
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Consumable or Disposable Products including cleaning supplies, care products, rosin, tubes and strings. |
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Personal Use Items including mouthpieces, reeds, harmonicas, pitch pipes, earplugs and in-ear monitors. |
Disclaimers
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This policy is effective February 1, 2008 and is subject to change without notice.
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