Standard Return Policy
If you are not completely satisfied with your purchase, you may return most items within 45 days of delivery (unless otherwise specified) for a refund of the original purchase amount (shipping charges are not refundable). In order to get a full product refund, returned items must be in the original packaging and condition - showing no signs of wear or abuse, and be complete with all included materials such as cases, straps, strings, care kits, and any other materials that originally shipped with the product(s).
We recommend using a reliable carrier and insuring your package when returning your item(s). Fiddlershop is not responsible for shipping damages on returns. We require returns of instruments $1000 and up to ship via FedEx. For returns totaling less than $500, we can provide a label and deduct the cost from the refund due (Our average return shipping cost for a violin in the continental US is $25, whereas for a customer walking into a FedEx store, the cost can be over $100).
Unless there's a problem with your product, you will be responsible for return shipping costs. If the returned item shows signs of wear or don't meet our return-requirements, it may be refused. We issue refunds only in the same form of payment you used to make your purchase.
*If your instrument included a certificate of authenticity and it is not returned with the instrument, you will be charged a $150 replacement fee.
How can I cancel or change an order I just placed?
If you just placed an order, and for any reason changed your mind and would like to cancel or make a change, we have a small window to do so. For any order cancelation/change requests, we recommend calling us as soon as possible at 800-595-0592.
We work our hardest to ship your order as quickly as we can. If you are not able to cancel or make changes on time, we can help you find a solution. Our return policy also makes it easy to return your purchase.
Fiddlershop's Exchange Policy
If an item arrives broken or with a manufacturer's defect, we will fix, replace or credit you for the item(s) - free of charge. Please call us within 14 days of receiving your item(s) for these claims. If an item breaks/malfunctions within the warranty period, we will also replace/exchange the item at no cost to you! We'll completely cover shipping/handling both ways (excludes international shipments).
Non-Returnable Items
We do not give refunds for the following items if opened or used: cleaners, polishes, rosin, strings, polishing cloths and cleaning kits. We may exchange these items for free, however, if applicable. Returned merchandise with damages, broken parts, or that are otherwise considered non-sellable are non-returnable.
International Returns
Internationally shipped items can only be returned/refunded on a case-by-case basis. If an item is returned and is in resellable condition, we will refund the cost of the item. Refund of shipping fees is only possible in a situation where we are at fault (e.g. we shipped to an address other than the given address).
How to Return an Item
- Email us at support@fiddlershop.com, provide us with your order number and list which product(s) you are returning.
- Wait for us to contact you and go over the return.
- Ship the package back to us via a reliable carrier. We recommend insuring the package to be safe. In some cases we will provide a return label.*
*We unfortunately cannot provide return labels for returns totaling over $500 in retail value, as our shippers will not insure our return-shipments above this value. You will have to purchase your own return shipping and send us the tracking details for our records.
Refusal of Delivery
If you refuse a delivery, miss your delivery appointment(s), provide an inaccurate/non-deliverable address, it is considered Refusal of Delivery. If an item is refused upon delivery for any reason other than showing obvious signs of damage, you are responsible for both outgoing and return shipping cost.
United States
South Africa