Return Policy for Shipped Items

1. Initiating a Return

To be eligible for a return, you must initiate the process within the timeframes specified below for your return type. To start your return, please click here. We will provide you with a Return Authorization (RA) and instructions on how to proceed.

Return Types & Specific Policies

A. Return due to Change of Mind or Buyer's Remorse

This policy applies if you changed your mind or the item wasn't the right fit for you.

• How to Initiate: You must initiate the return process within 7 days of the item's delivery date.

• Return Shipping Costs: For these standard returns, the customer is responsible for all return shipping costs. Original shipping charges paid by the customer are non-refundable and will be deducted from your refund. We will provide you with the return label and insurance; do not ship without a Return Authorization and our label.

• Packing Instructions: You are responsible for packing the item as it was shipped to you. If you do not follow these shipping instructions, you are responsible if damage occurs. Please ask us for guidance, we are happy to help.

• Inspection and Refund: All returned items must be in the exact same condition as when they were received. Once we receive the item, we will inspect it thoroughly. Any new damage or signs of wear may result in an appropriate deduction. After a successful inspection, we will issue a store credit or refund for the original purchase price of the item, less all shipping charges. We may, at our discretion charge up to a 15% restocking fee.

B. Return due to Damage in Shipping

This policy applies if your order arrives with visible damage to the packaging or the item itself.

• How to Initiate: You must contact us within 48 hours of delivery.

• Immediate Steps: Please hold on to all original packing materials, including the box and all interior padding. We will require photos of both the damaged item and the packaging to file a claim with the shipping carrier.

• Return Shipping Costs: In these approved cases, Mill River Music will cover all costs associated with the return shipping or pay for repairs as appropriate.

• Packing Instructions: All returned items must be packed securely and safely, preferably in the original shipping materials. If you do not follow our shipping instructions, you are responsible if further damage occurs.

• Inspection and Refund: Once we receive the item, we will inspect it to confirm the shipping damage. After a successful inspection, we will issue a store credit or refund to your original payment method. Please note that refunds for damaged items may need some additional time for processing as the approval time from carriers varies.

C. Return due to an Item Being "Not As Described" or Defective

This policy applies if you believe the item you received is significantly different from how it was described in our listing or it is not functioning as intended and described.

• How to Initiate: You must contact us within 48 hours of delivery with details and photos highlighting the discrepancy.

• Return Shipping Costs: After we review the situation, if we confirm the error, Mill River Music will cover the cost of return shipping as needed, or cover the cost of repair.

• Packing Instructions: You are responsible for packing the item carefully and as it was shipped to you. If you do not follow these shipping instructions, you are responsible if damage occurs.

Inspection and Refund: All returned items must be in the exact same condition as when they were received. We will inspect the item upon return to verify the issue. Any new damage or signs of wear may result in a deduction. After we confirm the discrepancy, we will issue a store credit or refund to your original payment method.

Shipping Policies

General Shipping

• Due to the nature of the items we sell and our commitment to delivering items up to their highest spec, everything needs testing, quality checks, and potential adjustment. Our aim is to ship within 2 days upon receiving payment, and some items require more processing time.

• All packages are insured equal to their full value.

• We require a signature for all packages valued over $1,000. Please contact us at info@millrivermusic.com if you wish to decline the signature. If you decline the signature confirmation, you are responsible if there are problems with the package delivery.

• We can try to accommodate specific requests, such as different carriers or expedited shipping. Some of these changes will incur additional charges.

International Shipping

• Please contact us directly for all international or outer continental U.S. shipping requests.

• We do not handle customs costs or taxes charged by your country.

If Your Item Arrives Damaged in Shipping

We are here to help you in case something goes wrong. In order to best handle a shipping claim and get you reimbursed as soon as possible, you will need to comply with all reasonable requests for documentation and information.

Please follow these three essential steps:

1. Retain all packaging materials, including the box and all interior padding.

2. Contact us within 48 hours of receiving the shipment by using our [Return Form Here].

3. Take photos of the damaged packaging, the shipping label, and the damaged item(s) to provide as documentation.