U.S. ORDERS OVER $99 SHIP FREE |JOIN OUR MONTHLY NEWSLETTER AND GET 10% OFF YOUR FIRST ORDER | ADD CHECKOUT+ FOR FREE RETURNS/EXCHANGES
We do not offer unpaid trials, but we do offer an easy 30 day return policy. If during the first 30 days of ownership you decide that you would not like to keep the instrument, you can send it back to us for a refund. We do not have a restocking fee, but you would be responsible for the return shipping cost unless you purchase the REDO free return service for $3.98 at checkout.
We are located in Redmond, WA. If you plan to visit our area we would love to have you stop by our offices and try out as many instruments as you would like. Here is a link to our appointment calendar - we do ask that you make an appointment so that we can have staff available to assist you!
BRAND NEW ITEMS are covered by the full manufacturer’s warranty unless specifically noted otherwise. Please check individual makers for terms and conditions.
OPEN BOX/USED/VINTAGE ITEMS include a two-year warranty serviced through our in-house repair shop. We guarantee every instrument that we sell will be free of mechanical defects.
PLEASE NOTE: Warranty does not cover the following:
HOW TO USE YOUR WARRANTY
Contact customerservice@brassandwinds.com attaching photos of the affected item, so that we may determine the best course of action:
(For larger repairs) Receive a free mailing label to send the instrument back to us for repair. We will address any technical problems in our shop and send you back your horn free of charge.
-OR-
(For small repairs) Bring your instrument to a trusted local shop for a quote, and we will reimburse you their nominal shop fee to fix it at their location.
We want you to be happy and satisfied with your purchase, and we offer an unconditional 30 day return policy. If you are unhappy with your item for any reason, simply return it for a full refund or full credit towards an exchange. (Reeds and other consumables are non-returnable once opened.)
As outlined in our warranty policy, we warranty every item we sell to be free of mechanical defects. If you find an issue with your purchase, please contact us. We will either reimburse you to have any minor repairs completed by your local repair shop, or we will send you a label to cover all return postage charges so that we can either repair your instrument, exchange your instrument, or issue you a refund for your instrument. We stand behind our products, and we truly want you to be happy.
Please note that if you simply change your mind about the purchase of an item - if you find that it's just not the one for you - you are still entitled to a full refund. We do not routinely charge a restocking fee; however, you will be responsible for the expense involved in shipping the item back to us if you have not purchased free returns through Redo at checkout. Redo is available for domestic sales in the US only - international customers will be responsible for return shipping). Upon receipt of your return, our technicians will go over the instrument to ensure everything is in the same condition in which it was sold. Damage to the instrument, missing accessories, or unauthorized alterations/repairs may affect your refund, as may fingerprints on unlacquered instruments.
If more than five returns are requested within a calendar year, a 20% restocking fee will be assessed for every return moving forward for that calendar year.
We often purchase professional level, highly sought after instruments. Our Supreme Commander, Matt, handles all purchasing decisions. Please contact him directly for instrument sales at sell@brassandwinds.com. Please include a few photos as well as a dollar amount of what you would like to get for it. We make every effort to respond to each and every inquiry, but please be patient, as we receive many requests.
Sorry, we are not set up to sell items on consignment.
We do not offer a rental program. We believe in selling top quality instruments at the lowest prices. You might consider financing, which will allow you to make monthly payments just as a rental progam would. You'll be investing in owning the instrument at the end of the loan term that way!
We do not currently have the bandwidth to run a repair progam in our shop.
We have a number of repair techs on staff that are able to address warranty issues, but for routine maintenance, repairs, or instrument modifications, we will be happy to refer you to a local repair shop!
All orders over $99 ship free!
Any order under $99 will have shipping charges assessed at checkout, generally $6-$35
We track all shipments, and we email you your tracking number automatically upon generation of that shipping label. We want you to you know what is happening at all times!
We ship all instruments domestically through Fedex 2 Day Express, so a physical address rather than a PO Box will be required. Someone will need to sign for any package valued over $100. Please note that 2 Day Express does not count weekends as business days of operation, so an item that ships to you on a Friday will have an expected arrival date of Tuesday.
We ship most small accessories via USPS, which is a 2-5 day service. No signature is required if the valuation is under $100.
Specialty accessories with a valuation of more than $100 will also be sent out via Fedex Express, and a signature will be required for these packages as well.
If you know you won’t be able to sign for your package, you can enter your tracking number on FedEx.com and choose “manage delivery” to have your package held for you at a local FedEx desk to be picked up at your convenience.
You can start the process on our returns portal any time within 30 days of receiving your order.
You will need the email address that you made your order with to start the return case. In the returns portal you will be able to choose if you would like to receive an exchange, store credit or a refund. Once the return request is complete you will be able to print a return label. If you purchased the “REDO” service at checkout, your shipping label will be free. If not, you will have the opportunity to purchase a discounted shipping label. You may also ship using your own label. A signature and insurance are encouraged but not required.
Our return shipping address:
In our store, an Open Box instrument is an item that cannot be sold as new because the instrument has been played or displayed. It may be as new, or it may have an insignificant scratch or lacquer flaw. We receive these items directly from the manufacturer, and none have ever been previously owned. All are in perfect playing condition. When these instruments arrive at our shop, our meticulous techs go through them to make sure they're working perfectly, so you'll find them to be in superb condition and ready to play!
