Return & Exchange Policy

Donner aims to ensure complete satisfaction with all its instruments and gear. If, for any reason, customers are not fully satisfied, the return and exchange process has been designed to be simple and hassle-free.

Return Window: How long do I have to make a return?

You may return your purchase for a refund of the purchase price or exchange it for another item within 30 days of receipt. Exchanges are subject to product availability and must be for an item of equal value.

Non-Returnable Items

  • Returns will not be accepted under the following conditions:
    1. Products that show signs of use, wear, damage, dents, scratches, or are missing original packaging, manuals, warranties, or accessories (if applicable).

    2. Items labeled as non-returnable or free gifts included with a purchase.

    3. Downloadable software products are not eligible for return.

    4. For further assistance, please contact our customer support team.

    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 unclaimed within 30 days from the date of receipt.

    How to Initiate a Return

    1. Contact our customer service team at service@usmail.donnermusic.com to request an RA number and the return shipping address. If applicable, a prepaid shipping label will be provided.

    2. In your email, please include:

    • Your order number
    • The reason for the return

    Photo Guide for Non-Quality Returns

    For returns due to non-quality reasons, customers are required to submit photos as follows:

    • Original Item in Packaging:
      - Before packaging the item for return, please take at least one photo of the item inside its original packaging.
      - (If the item is already packaged or unopened, this step is not required to avoid unnecessary repackaging.)

    • Outer Packaging:
      - Capture at least one photo of the outer packaging, ensuring that all sides are visible.
      - For larger items, provide clear images showing any visible damage to the outer packaging after it has been packed for return.
      - If there is no visible damage, please describe the packaging as intact.

    For further assistance, please reach out to our support team.

     

    2. Shipping the Return

    Please choose your preferred logistics company at your own cost or use the prepaid shipping label (if applicable) to return the package.

    Ensure the product is properly packed as requested. After shipping the item(s), kindly inform us via email.

    3. Refund Processing

    Donner will process refunds within 3-7 business days after receiving the returned item(s). Refunds may not appear on your credit card statement until the next billing cycle. The bank may require 8-15 business days to transfer the funds to your card account.

    Exchanges and replacements are subject to product availability.

    Return Shipping Cost

    1. Products with Manufacturing Defects

    us.donnermusic.com will cover the shipping fees. Please contact our service team to initiate the return process. A prepaid shipping label will be provided—simply print and use this label to return the item to Donner.

    2. Products with No Manufacturing Defects

    You will be responsible for covering the return shipping costs. Please note that shipping fees are non-refundable.

    If you are returning an item valued over $50, we strongly recommend using a trackable shipping service or purchasing shipping insurance. Donner cannot guarantee receipt of your returned item.

    Important Notice About Returns

    1. Do not send your return to the address on the original package. This may not be the correct return address and could delay processing.
    2. Returned items must be in unused condition with their original packaging. We cannot accept returns for items that have been worn, damaged, washed, or altered in any way. If the purchased product includes a gift, please return it together with the gift, otherwise we will not be able to refund the full amount.
    3. If you receive a damaged or defective item, please contact Donner Customer Service within 24 hours of receipt.
    4. If returning an item valued over $50, we recommend using a trackable shipping service or purchasing shipping insurance. Donner does not guarantee receipt of returned items.
    5. Please double-check your return before shipping. Donner is not responsible for non-Donner products mistakenly sent to us.

    How Long Does It Take to Get a Refund?

    Refunds will be processed once the returned item arrives at our warehouse. The refund will be credited back using the same payment method as your initial purchase. Processing typically takes 3-7 business days.

    30-Day Price Match Guarantee

    Found a lower price after your purchase on our store? We promise to refund the price difference.

    The 30-Day Price Match Guarantee applies within 30 days of your order date, excluding the 30th day. You can request a price adjustment if the price of the exact product (SKU) you purchased on us.donnermusic.com has dropped. Simply attach a screenshot of the lower price advertisement or the website displaying the lower price.

    Upon verification, we will either refund the price difference or issue a gift card for the equivalent amount. Please note that product prices do not include payment method-specific discounts, such as credit card newcomer offers.

    Important Notes:

    • Your order must have been placed before the price drop to qualify for price protection.
    • If the price reduction has ended or your order was placed after the lower price period, it will not qualify for the 30-day price protection.
    • The price difference will be calculated based on the price on the day you submit the price protection request (as per the timestamp of your email request).
    • You may only apply for price protection once within 30 days.

    Please note: Clearance products, limited-time flash sales, Black Friday Cyber Monday, and Donnerday promotions are not eligible for the 30-day price protection.

    Get detailed information here.