Refund policy
RETURN AND REFUND POLICY
The Pied Piper Music Store
Effective Date: July 1, 2026
- General Terms
This Return and Refund Policy ("Policy") governs all purchases made at The Pied Piper Music Store, including purchases made in person at our showroom locations, purchases made through our online store, and purchases made online with in-store pickup. By completing a purchase, you acknowledge and agree to the terms set forth in this Policy.
All returns are subject to verification of proof of purchase. The Pied Piper Music Store reserves the right to refuse any return that does not comply with the conditions stated herein.
2. In-Store Purchases
Items purchased in person at either of our showroom locations are subject to the following return windows:
Full Refund (Within 7 Days): A full refund to the original form of payment will be issued for items returned within seven (7) days of the date of purchase, in unused, like-new condition with all original packaging, accessories, and documentation, accompanied by the original receipt or verified through customer purchase history.
Exchange or Store Credit (Within 14 Days): Items returned between eight (8) and fourteen (14) days of the date of purchase that are in unused condition with no damage, alteration, or signs of wear may be eligible for an exchange or store credit, as determined by store management.
No Receipt or Purchase Verification: If a customer cannot provide an original receipt and the purchase cannot be located in our customer account or purchase history, store management may, at their discretion, offer store credit in lieu of a refund or exchange. This discretion also applies to any item that appears to have been used, regardless of whether a receipt is presented.
3. Buy Online, Pick Up In Store
Items purchased online and collected in person at either of our showroom locations are treated as in-store purchases for return purposes, as the customer has the opportunity to inspect the item at the time of pickup. The return windows and conditions set forth in Section 2 apply, with all time periods measured from the date of pickup.
Customers who wish to reject an item at the time of pickup due to damage or a discrepancy with their order should notify store staff immediately and the matter will be resolved at no cost to the customer.
4. Online and Shipped Orders
Items purchased through our online store and shipped to the customer may be returned within thirty (30) days of the confirmed delivery date for a full refund or exchange, subject to the following conditions:
Full Refund or Exchange: The item must be returned in unused, original condition with all packaging, accessories, and documentation intact, following inspection and approval by our staff upon receipt of the returned item.
Opened Items: Items that have been opened but exhibit no damage, alteration, or signs of wear may be eligible for an exchange or store credit following inspection and approval.
The customer is solely responsible for all return shipping costs, except in cases where an item arrives damaged, defective, or incorrectly shipped, in which case The Pied Piper Music Store will cover return shipping costs. The Pied Piper Music Store is not liable for items lost or damaged in transit during the return shipment.
Refunds will not be issued until the returned item has been received and inspected. Please allow up to five (5) business days for inspection and processing following receipt, plus an additional three (3) to five (5) business days for the refund to reflect on your original payment method.
Online purchases may alternatively be returned in person at either of our showroom locations within seven (7) days of the confirmed delivery date, subject to the in-store return conditions set forth in Section 2.
5. Defective or Damaged Items
If you receive an item that is defective, damaged upon arrival, or materially different from what was ordered, please contact us within seven (7) days of receipt. We will arrange for a full refund, exchange, or replacement at no additional cost to you, including coverage of return shipping costs. Items claimed as defective are subject to inspection upon return.
6. Final Sale Items — No Returns or Exchanges
The following items are considered final sale and are not eligible for return, exchange, or refund under any circumstances:
Consumable accessories, including but not limited to strings, reeds, drumheads, and picks
Special orders and custom-configured items
Used, vintage, and consignment instruments
Any item that has been altered, damaged, or shows evidence of use beyond reasonable inspection
7. Condition of Returned Items
All items submitted for return must be in the condition required under this Policy. The Pied Piper Music Store reserves the right to refuse a return or to issue store credit in lieu of a refund if a returned item does not meet the applicable condition requirements, regardless of whether the return is otherwise within the applicable return period.
8. Showroom Locations
Returns and exchanges are accepted at both of our showroom locations:
The Pied Piper of Charleston — Charleston, West Virginia
The Pied Piper of New Albany — New Albany, Ohio
9. Holiday Extended Returns
Items purchased between November 1 and December 31 are eligible for return or exchange through January 15 of the following year, subject to all other conditions set forth in this Policy. This extended window applies to both in-store and online purchases and does not apply to final sale items as described in Section 6.
10. Contact
For questions regarding this Policy or to initiate a return, please contact us directly:
The Pied Piper of New Albany: 614-259-7611
The Pied Piper of Charleston: 304-744-0500
Email: alevine@thepiedpipermusicstore.com
You may also visit either of our showroom locations during regular business hours.
