Refund & Returns

Return eligibility

Eligible products must be unused, unaltered and in resalable condition with original packaging, manuals, cables, power supplies, software cards, accessories and proof of purchase. Protective films and product labels should remain intact. Instruments must not show playing wear, scratches, modifications or setup changes beyond reasonable inspection.

Non-returnable products

• Final-sale or clearance products marked non-returnable.
• Personalized, customized or special-order products.
• Gift cards and downloadable products.
• Opened software, activated licenses or registered digital products.
• Opened hygiene-sensitive products such as earphones, in-ear monitors, mouthpieces or wind-instrument reeds.
• Products altered, repaired, modified or damaged after delivery.
• Items missing serial numbers, packaging, manuals, cables or included accessories.

How to request a return

1. Email support@waelmusical.com within 30 calendar days after delivery.
2. Provide your name, order number, product and reason for return.
3. Include photographs for damaged, defective or incorrect products.
4. Wait for written authorization and return instructions.
5. Ship the authorized return within 10 calendar days after authorization.

Do not return merchandise to a supplier, manufacturer or the address on the carton unless we specifically direct you there.

Return shipping

For preference-based returns, the customer is responsible for return shipping and insurance. Use a trackable service and package the product to prevent movement or impact. Original shipping and optional expedited-delivery charges are non-refundable unless the return results from our error or a verified defect.

Refunds

After receipt and inspection, we will email the result. Approved refunds are issued to the original payment method within 5–10 business days. Banks and payment providers may require additional time to post the credit. Deductions may apply for missing components, customer-caused damage or reduced value caused by handling beyond reasonable inspection.

Damaged, defective or incorrect products

Report the issue within 48 hours of delivery. Keep the product and all packaging. Send clear photographs of the product, affected area, carton, packing materials, shipping label and serial number. Depending on the circumstances, we may offer troubleshooting, replacement components, a replacement product, return shipping or a refund.

Exchanges

We do not process direct exchanges. Return an eligible product under this policy and place a separate order for the preferred item. Availability and promotional pricing are not guaranteed during return processing.

Cancellations

Contact us immediately to request cancellation. We will make a reasonable effort to stop the order, but cancellation is not guaranteed after warehouse processing, supplier confirmation or shipment begins. A shipped order must follow the standard return process.