At Pro Sound Gears, we understand that professional musicians need gear that performs flawlessly. While we meticulously inspect every instrument before shipping, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, our policy is designed with working musicians in mind.

Our Return Policy

We accept returns within 15 days of delivery for most items in their original condition (unused, with all original packaging and tags). Please note:

  • Returns must be initiated within 15 days of delivery
  • Items must be in original condition with all accessories
  • Original shipping fees are non-refundable
  • Return shipping is the customer’s responsibility

Non-Returnable Items

To ensure the highest standards for our professional customers, these items cannot be returned:

  • Brass and Woodwind Instruments (for hygiene reasons)
  • Opened/used strings or drumheads
  • Custom-ordered or special-order items
  • Items damaged due to misuse

How to Initiate a Return or Exchange

Step 1: Contact Our Gear Support Team

Email [email protected] with your order number and reason for return. Use the following template:

Subject: Return Request – Order #[Your Order Number] Dear Pro Sound Gears Team, I would like to request a return/exchange for my recent purchase: Order Number: [Your Order Number] Item Name: [Product Name] Reason for Return: [Please specify – defective, incorrect item, etc.] Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Your Return Authorization

Our gear experts will respond within 24 hours with:

  • Return authorization number
  • Detailed return instructions
  • Return shipping address (956 Clearview Drive, Denver, US 80265)

Step 3: Package and Ship Your Return

Please ensure:

  • Item is in original condition with all packaging
  • Include a copy of your order confirmation
  • Write the RA number clearly on the package
  • Use a trackable shipping method

Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Refund Timeline:
    • Credit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing

Note: International refunds may take additional time depending on your bank.

Exchanges

For exchanges (size, color, or model changes):

  • Follow the same return process above
  • Clearly state your desired replacement item
  • We’ll ship the new item once we process your return
  • You’ll be responsible for any price difference

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a replacement or refund
  • In some cases, we may cover return shipping costs

Pro Tip from Our Musicians

Before returning an instrument, check our online resources or contact our gear experts—many “issues” can be resolved with proper setup or adjustment. We’re happy to provide professional advice to get your gear performing at its best.

International Returns

For customers outside the U.S.:

  • You’re responsible for return shipping costs and any customs fees
  • Mark the package as “Returned Goods” to avoid additional duties
  • Refunds will be issued in USD and may be subject to exchange rate fluctuations

Have questions? Our gear support team is available at [email protected] to help with your return or exchange.