Refund Policy

Refund Policy for Marcodi Musical Products, LLC

ORDER CANCELLATIONS 

Build to Order- You may cancel your order for a full refund within 3 calendar days of your initial purchase. After that, a cancellation fee of 25% will be charged. Once your instrument has been painted, cancellations are no longer possible, but we offer a Consignment Sale program to help you sell your instrument. (https://www.marcodi.com/pages/consignment-sales)
Ready to Ship- If you bought something that was "ready to ship" (new or reconditioned), you may not cancel the order once it has shipped.

10 DAY SATISFACTION GUARANTEE
The 10 Day Satisfaction Guarantee applies exclusively to The Standard Series of harpejjis, not to custom orders or reconditioned instruments. Once you have received delivery of your Standard Series harpejji, you have 10 days to evaluate the product and ensure your own satisfaction. This guarantee is not valid if we have not shipped the product to you. If not satisfied, you may state your reason why and return it in its original package and original condition for a full refund. Refunds will be mailed as a check (or international wire) within 30 days of receipt of your returned product in new condition. Customers are responsible for proper packing, return shipping cost and for insuring the full value of the product. International customers are also responsible for any US duties on returned product.

GENERAL RETURN POLICY
For products excluded from the 10 Day Satisfaction Guarantee, our general return policy lasts five (5) calendar days. If five (5) days have gone by since receiving your purchase, unfortunately we cannot offer you a refund or exchange. General returns are only accepted in the case of a valid manufacturing defect. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Refunds will be mailed as a check (or international wire) within 30 days of receipt of your returned product in new condition, and only if a manufacturing defect is verified. Customers are responsible for proper packing, return shipping cost and for insuring the full value of the product. International customers are also responsible for any US duties on returned product.

CUSTOMER RESPONSIBILITY FOR INSTRUMENT CARE
As with many wooden musical instruments, proper maintenance and care of the harpejji is essential. The customer is responsible for ensuring that the instrument is never stored in temperatures below 50 degrees Fahrenheit or above 90 degrees Fahrenheit for more than 1 hour. Furthermore, the instrument should never be openly exposed to temperatures below 40 degrees Fahrenheit or above 100 degrees Fahrenheit for any length of time. Avoid storing the harpejji outdoors, in cars, porches, garages, sheds, barns or any non-climate controlled facility. Temperature shock (rapidly moving your instrument from hot to cold or cold to hot) can result in warping and cracking. To avoid temperature shock, move the harpejji between climates within a case. The case will slow down the temperature change. If transporting in a vehicle, it is best to use the climate-controlled cabin instead of trunks, truck beds or cargo areas. Crack car windows when the outside weather is hot. Avoid direct sunlight whenever possible (whether outdoors or indoors next to windows) for best product longevity. Failure to properly care for your instrument can result in a voided warranty.

IMPORT DUTIES & TAXES NOTICE (for customers outside of the USA)
Customers are always responsible for any duties and taxes charged by their country of residence. When the term "shipping" or "transportation" are used, they are not meant to include import duties and taxes. Marcodi does not collect duties and taxes, this is handled by international couriers. Refusal to pay duties and taxes upon delivery could result in shipments being returned to Marcodi, and in such cases, the customer will be held responsible for the cost of return shipment in addition to the cost of the order. Unforeseen duties and taxes are not a valid reason for returns and/or refunds.

REFUNDS WITHIN 3 DAYS OF ORDER BUT BEFORE SHIPPING (if applicable) 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven (7) calendar days.

LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@marcodi.com.

SHIPPING
Please reach out to us at support@marcodi.com for instructions on returning your instrument.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.