Refund & Return Policy

 Refund & Returns：

We work every day to provide you with the best quality products at the best affordable price, and truly hope you will be pleased with the product you have ordered with us. However, if for any reason you are not, please follow the following instructions for returning products.

For any reason if you wish to return your purchase, you must notify us with a message providing a simple explanation of the reason why you want to return the products. We normally answer you within 24 hours. Our customer service team will contact you with all the necessary procedures.

 

How To Process A Return

If the delivered item does not match your order, is damaged or incorrectly supplied, please contact us as soon as possible to discuss a refund, repair or replacement. We will ask you to send us a photo of any damage for our own records to assist us in taking appropriate action. If your complaint appears valid we are glad to cover return shipping. As soon as the item return back, we will issue the full refund including the postage fee.Please include your customer order details with the item to be returned, as these are necessary for processing a return. If you want to return our goods, you will need restored the original packaging. Once received, the items will be checked and our customer service will contact you to discuss a possible replacement or full refund.

 

Return Procedure

a.Contact our Customer Support Team at info@mustarmusic.com or through livechat with your order number to obtain a Return Authorization (RA) number before shipping your return, indicating the return reason.
b. We might ask you to take photo(s) on the product in case of defective return.
c. Once you receive the RMA email with Return Instructions:
- Wrap the item(s) carefully in its original condition and packaging.
- To properly assist you during the return process, please save the tracking info provided to you and email that information to us. This will better assist us in tracking any issues that might occur during transit.

 

Return Shipping

We'll provide prepaid return label if the return is a result of our error (errors include, but are not limited to: damaged or defect shipment, wrong item sent etc.).

For buyer’s remorse return or replacement, we will not cover return shipment cost. Buyer’s remorse covers, but is not limited to: Accidental orders, Cancellation after ship out, Items no longer needed/wanted.

 

General Conditions and Restrictions:

Any order purchased from us has 30 calendar days to return the item from the date you received. To be eligible for a return, the item must be in the same condition that you received with the original packing, including manuals and accessories.

 

Shipping and handling charges will not be credited unless the reason for the return is our error. If your return is approved, we will initiate a refund to your credit card (or original method of payment). The refund will be processed with 1-3 days when we receive return item.

 

If you haven’t received a refund within 3 days, please contact your bank to confirm the status first, then contact us to let us know the issue.

If you have any questions on how to return your item to us, contact us:

Email:  info@mustarmusic.com

 

Hardware Limited Warranty and Remedy:

Mustar Music Group warrants that our Piano/Keyboard will be free from defects in material and workmanship for a period of 1-year from the date of delivery to the customer.

Due to the use of packaging box during the piano transport to ensure the safety, it is recommended that customer keep at least 30 days from the date of receipt of the packaging box.