RETURN POLICY

Our foremost priority is to provide a satisfactory shopping experience to our customers. As a result we have developed the following policies, which we feel are the best balance between liberal terms for the customer and realistic constraints required for our business to remain profitable.

A summary of the Conrad String Instruments return policy
All products except strings can be returned for a 100% no-hassle refund within 30 days of product purchase. You will receive a full credit or refund (we do not charge a restocking fee) for the price you paid for all the items returned. Our shipping and handling charges and the cost of shipment back to our company are all not refundable. To obtain a full credit or refund, the goods must be in the same condition as when purchased and must shipped back in the original packaging. Products sent back for replacement or credit must be returned within 30 days of original product receipt.

1. My product is defective. Can I return it, and what kind of refund can I expect?
We have a 30-day return policy on all items, except stings. We prefer to be notified of problems with defects with seven (7) days of receipt. If the item is defective, we will either refund the item's cost to your credit card, or we will send out a free replacement (no shipping charge for light items) by the day after you call us (if you contact us early in the morning, we can usually ship out replacement items the same day you call). Defective items need to be returned to us; please do not throw the broken items away. We need these items back so we can evaluate the defect and prevent this from happening with future products, and also in some cases to request a credit from our supplier. It is cheapest for you if you can use our packaging to return the item, and we will usually refund the cost for shipping defective items. Please include a receipt of the shipping charge with the defective item; this helps us greatly.

If you choose not to replace the product, we normally refund the cost of the item and the return shipping. We will credit the amount to whichever method of payment you used.

If the item has broken after the 30-day period, we still may accept the return; we determine this on a case-by-case basis. Typically items start showing signs of use and wear by 30 days, but if your case handle falls off after two months, call us and we will probably be able to accommodate you. However, we do not cover extraordinary wear and tear or intentional breakage. If someone used a violin bow as a substitute for a sword and broke the bow, we would not be able to exchange or refund this as a defective item even it was returned within 30 days.

2. Can I return or exchange a product if it's not defective?
We accept returns on all new-condition items unconditionally, for 30 days. Strings need to be returned unopened within 5 and 7 days, respectively. We expect you to cover return shipping (and recommend you use our packaging to return the items). We recommend USPS (priority mail) for light items, since it works to usually be the least expensive shipping method, and UPS for freight items. We do not charge any re-stocking fees or surplus charges. We will simply credit the amount of the item to your method of payment, or we can apply the amount towards store credit for something else. We do not credit for the initial shipping charge.
If you would like to exchange one item for another, we will usually send the replacement immediately, before we receive the return. We charge standard shipping charges for replacement items. If you accidentally ordered the wrong item and feel you should have an exception made, feel free to call customer service at (866) 375-0117 and have your ordering information available.

3. I have ordered the wrong strings or the strings broke. Can I return them?
We are proud of the strings that we carry, but cannot guarantee that they won't break during installation. Strings cannot be returned for credit once they have been installed on an instrument. Please inspect strings before installation for signs of defects, loose windings, kinks and indents in the strings. Normally, we will only accept defective strings within 5 days of receipt.

4. How do I return an item, and what is your address?
Please call customer service first at (866) 375-0117, or e-mail us. If you call after normal business hours, you will be prompted to leave a voice mail, so have your name and any account information ready when you leave your message.

Our returns mailing address is:
Conrad String Instruments
ATTN: Customer Returns
15A North Road
Warren, New Jersey 07059

5. Are there any special things to consider when packing and returning my items?
Do not write or tape anything on the original box or packaging that the item came in.

Any bows returned should be untightened, or else you may be responsible for the cost of damage to the bow hair.

Make sure that the items are adequately packed and padded so that they don't receive any damage in transit. If possible, reuse the shipping materials we utilized to send the product to you. Make sure that any of the original shipping labels on the outside of the box are crossed out or removed.

Trade in Policy
Conrad String Instruments has since our inception had a generous and comprehensive trade in policy. We do not charge restocking fees and rarely charge for repairs or restoration unless it is substantial.
Conrad String Instruments will give 100% of your purchase price when trading up to a higher-level instrument as an example, trading an Opus55 in for an Opus 56, and a 2/3 credit of your purchase price, when trading in for an instrument of the same quality, as an example trading in an Opus 56, ½ size for an Opus 56 ¾ size. As long as the instrument being returned is in as- new condition*

*Trade in policy good on all Conrad String Instruments but no other brands. Any repairs needed on the trade-in instrument, will be deducted from the credit amount. Customer is responsible for all shipping charges. We will notify customer of all repair costs before final transaction is completed. Credits can not be transferred from one person to another.