Return Policy for Shipped Items

We work hard to make sure you get an item as described and ready to go. Please contact us if you are having any difficulties with your item or if you believe there was damage in shipping. We will work with you to come up with the best solution to either repair, replace, refund, or otherwise remedy the situation. Our official policies are as follows.

1. Initiating a Return

To be eligible for a return, you must initiate the process within 7 days of the item's delivery date. The specific steps to initiate a return depend on where you made your purchase:

• • For items purchased directly from Mill River Music (via millrivermusic.com, phone, or email):

    • To start your return, please email us at info@millrivermusic.com or call the store at 413-505-0129. We will provide you with a Return Authorization (RA) and instructions on how to proceed.

  • For items purchased on Reverb.com or any other third-party e-commerce site:

    • You must initiate your return and direct all related questions through the website where you made the original purchase. Please go to your order page on that site to send a message or start an official return or refund request.

2. Return Shipping Costs (for Standard Returns)

• • For standard returns (e.g., you changed your mind or the item wasn't the right fit), the customer is responsible for all return shipping costs.

  • Original shipping charges paid by the customer are non-refundable.

3. If Your Item Arrives Damaged in Shipping

• • If your order arrives with visible damage to the packaging or you discover damage to the item upon opening it, please contact us immediately (within 48 hours of delivery) through the appropriate channel as outlined in Section 1.

  • IMPORTANT: Please hold on to all original packing materials, including the box and all interior padding. We will need these to file a claim with the shipping carrier.

  • We will require photos of both the damaged item and the packaging to proceed with the claim.

  • We will guide you through the next steps and, in these approved cases, Mill River Music will cover all costs associated with the return.

4. If Your Item Is Not As Described

• • If you believe the item you received is significantly different from how it was described in our listing, please contact us immediately (within 48 hours of delivery) with details and photos highlighting the discrepancy.

  • After we review the situation, if we confirm the error, we will work with you on a resolution, and Mill River Music will cover the cost of return shipping.

5. Shipping Your Item Back to Us

• • Return Label & Insurance: For approved returns where we are providing the shipping (e.g., damaged or not as described items), we will provide the shipping label and insurance.

  • Customer-Provided Labels: If for some reason you provide your own shipping label instead of one provided by us, you are responsible for any damage in shipping or obtaining any insurance for the package.

  • Packing Instructions: All returned items must be packed securely and safely, preferably in the original shipping materials to prevent damage during transit.

6. Condition, Inspection, and Issuing Credit or Refund

• • All returned items must be in the exact same condition as when they were received.

  • Once we receive the returned item, we will inspect it thoroughly. Any new damage or signs of wear may result in an appropriate deduction.

  • After the inspection is complete:

    • For standard returns, we will issue a store credit or refund for the original purchase price of the item, less any applicable deductions or original (non-refundable) shipping charges.

    • For approved returns due to an item being damaged in shipping or not as described, we will issue a store credit or refund to your original payment method.