Return & Exchange Policy
We hope you that you love your Donner instruments and gear, but just in case you're not 100% satisfied, we've made the return and exchange process super easy.
How long do I have to make a return?
You may return your purchases for a refund of the purchase price or exchange it for another product within 30 days of receipt. Depending on product availability, items may be exchanged for another item of equal value.
Returns are not supported in the following situations:
- Items with signs of use, wear, damage, dings, scrapes, or lacking of (if applicable) manuals, warranties, accessories, etc.
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Items with non-returnable marks and free gifts cannot be returned.
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Downloadable software products.
Returns Procedure
All returns require prior authorization from Donner and a valid Return Authorization (RA) number. Items returned without a valid RA number will be disposed of by Donner, if no customer comes to claim it within 30 days from the date of receipt.
1. Contact the Donner customer service team by email at service@usmail.donnermusic.com to obtain an RMA number and a return shipping address, or the prepaid shipping label if applicable for your case.
If emailing, please include your order number as well as the reason that you would like to initiate the return.
***Please note that non-quality issues require a return in accordance with the photo guide：
Original Item in Packaging:
- Before packaging the item for return, please take at least one photo of the item inside its original packaging.
（If you have already packaged the item or it has not been opened, photo submission for this step is not required to avoid unnecessary repackaging.）
Outer Packaging:
- Capture at least one photo of the outer packaging of the item, ensuring all sides are visible.
For larger items, please provide clear photos that depict any visible damage to the outer packaging after it has been packaged for return. Describe the outer packaging as not being visibly damaged in any way after being packed for return.
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2.Please choose your logistics company at your own cost or the prepaid shipping label (if applicable)to mail the package.
Pack the product well as request. After shipping out the product(s), please be kind to inform us by email.
3.Donner will process refunds within 3-7 business days of receiving the returned item(s). Refunds may not appear on your credit card statement until the following billing cycle.The bank may need 8-15 business days to transfer the money to your card account.
Exchanges and replacements are subject to product availability.
Return shipping cost
1.Products with manufacturing defects.
us.donnermusic.com will be responsible for shipping fees. Get in touch with our service staff to begin the return process. You will be provided with a prepaid shipping label. Print this label and use it to return the items to Donner.
2.Products with no manufacturing defects.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Important Notice About Return:
- Please do not send your return to the address on your package. This maynotbe the return address and will affect processing your return.
- Returned items must be in their unused condition with the original packing. We do not accept a returned item that has been worn, damaged, washed, or altered in any way.
- If you receive a damaged/defective item, please contact Donner Customer Service within 24 hours of receipt.
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If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-Donner products.
How long does it take to get a refund?
Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-7 working days.
30-Day Price Match Guarantee
Find a lower price after purchase on our store? We promise to refund the price difference.
The 30 Day Price Match Guarantee works in 30 Days after you placed your order, excluding the 30th day. You can claim price protection if you have noticed a price drop on the product (sku) you purchaed on us.donnermusic.com. Attach a screenshot of the low-price advertisement you saw or a screenshot of the website price.
Upon verification, we will refund the difference in price or give a gift card for the equivalent difference in price. Note that product prices do not include payment method discounts, such as credit card newcomer offers.
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