Refund and Returns Policy

Effective Date: January 8, 2025

At TrendCraftCiteino, we are committed to providing high-quality musical instruments and accessories that meet your expectations. If, for any reason, you are not satisfied with your purchase, we are here to help. This Refund and Returns Policy explains how you can return items and request a refund.

1. Return Eligibility

To be eligible for a return, your item must meet the following criteria:

  • The product must be unused and in new, resalable condition with all original packaging, tags, and accessories included.
  • The return request must be made within 30 days of the date of purchase. After this period, unfortunately, we cannot offer a return or refund.
  • Items purchased through promotions, sale items, or clearance are non-returnable unless they are defective or damaged.

2. How to Return an Item

If you would like to return an item, follow these steps:

  1. Contact Customer Service:
    Please contact us at info@trendcraftciteino.com or call (315) 392-3964 within 30 days of receiving your order. Provide your order number, the product(s) you wish to return, and the reason for the return.

  2. Return Authorization:
    Once we receive your return request, we will provide you with a Return Authorization Number (RAN) and detailed instructions for returning the item. Please ensure that the RAN is written on the package.

  3. Pack and Ship:
    Carefully pack the item(s) to avoid any damage during transit. Use the original packaging if available. Customers are responsible for the return shipping costs unless the item is defective or damaged. We recommend using a traceable shipping service or purchasing shipping insurance to ensure your return arrives safely.

3. Refund Process

Once we receive and inspect your returned item(s), we will notify you of the status of your refund. If your return is approved:

  • Refund Method:
    Refunds will be processed to the original payment method used during the purchase. The refund will be issued within 5-7 business days after we receive the returned item.

  • Restocking Fees:
    Some returns may be subject to a restocking fee of up to 15% of the item’s price, particularly for items that have been opened or used. We will notify you of any applicable restocking fees before processing your refund.

  • Shipping Fees:
    Shipping costs are non-refundable, except in cases where the item was defective, damaged during shipping, or if you received the wrong product. The customer is responsible for the return shipping charges unless the return is due to an error on our part.

4. Damaged or Defective Items

If your item is defective or damaged upon arrival, please contact us immediately (within 7 days of receipt) to request a return or exchange. We will provide you with a prepaid return label and either:

  • Send a replacement item or
  • Process a full refund for the damaged or defective item.

Please take clear photos of the damaged or defective item and the packaging, as this will help us resolve the issue quickly.

5. Exchanges

If you received an incorrect item or wish to exchange your purchase for another product, please contact our customer service team for assistance. Exchanges are subject to product availability. If the replacement item costs more, you will be required to pay the difference. If the replacement is less expensive, the difference will be refunded.

6. Non-Returnable Items

The following items are non-returnable unless defective or damaged:

  • Items that are used, worn, or altered.
  • Gift cards and downloadable products.
  • Sale and clearance items.
  • Personalized products or custom-made instruments.

If you receive a non-returnable item that is damaged or defective, please reach out to us, and we will make arrangements to replace it or issue a refund.

7. International Returns

For international orders, customers are responsible for the return shipping costs. Refunds will be issued in the same manner as domestic returns, but please note that shipping charges, customs duties, and taxes are non-refundable.

8. Cancellations

You can cancel an order before it has been shipped. If your order has already been processed and shipped, we are unable to cancel the order. In that case, you can return the item in accordance with our return policy.

9. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please don’t hesitate to contact us at:

Note: By purchasing from TrendCraftCiteino, you agree to the terms and conditions of this Refund and Returns Policy. We reserve the right to update or modify this policy at any time. Any changes will be reflected on this page with a revised effective date.

Thank you for choosing TrendCraftCiteino! We hope you enjoy your musical instruments and accessories. Should you need any assistance, our customer service team is always here to help!