Refund policy
Return window
You may return most items within 45 days of delivery. Instruments priced above $3,000 and antique instruments may be returned within 7 days of delivery. Some items cannot be returned; see Non-returnable items below.
What you get back
Refunds go to your original form of payment. The refund is the purchase price minus:
- what we actually paid to ship the item to you (carrier and insurance), including on orders that shipped free
- the cost of the prepaid return label, if we provide one
- any certificate or condition deductions described below
Shipping fees paid at checkout are not refunded. These deductions do not apply when the return is our fault: a wrong item, damage in transit, or a defect.
Condition of returned items
- Items must come back in original, like-new condition with no signs of wear, alteration or misuse.
- Everything that shipped with the item must be returned: case, bow, rosin, shoulder rest, straps, strings, documentation, and the Certificate of Authenticity if one was included.
- If a Certificate of Authenticity is not returned, $150 is deducted from your refund.
- Instruments with setup changes (bridge alterations, soundpost adjustments, peg modifications) cannot be returned unless we approved the work in advance.
- We inspect every return when it arrives. Items we cannot resell may be refused or partly refunded, at our discretion.
How to start a return
Email orders@atelierfinestrings.com with your order number and the item(s) you are returning. We will reply within 2 business days with instructions. In most cases we can send you a prepaid, insured return label; its cost comes out of your refund. If you ship the item yourself, use a trackable, insured method, and pack instruments in their original double-wall box whenever possible. Refunds are issued 5–10 business days after we receive and inspect the item.
Damaged, defective or wrong items
- Damaged in shipping: contact us the day it arrives. Send photos of the item, the box and the packing, and keep all the packing materials.
- Defective or wrong item: contact us as soon as you notice, no later than 14 days after delivery (7 days for instruments above $3,000 and antiques).
- If we are responsible, we will repair, replace or exchange the item and pay shipping both ways. If an item fails during its warranty period, we will replace or exchange it at no cost to you.
Exchanges for size, model or item
If you ordered the wrong size, model or item, contact us within 14 days of delivery (7 days for instruments above $3,000 and antiques). The item must be new and unused, with its original packaging and accessories. You pay to ship it back and to ship the replacement. We will charge or credit any price difference. Every exchange must be approved before the replacement ships. Final sale, clearance, special-order and custom items cannot be exchanged unless they are defective or we shipped the wrong item.
Non-returnable items
Once opened or used, these cannot be returned: strings, rosin, polishes, cleaners, polishing cloths, cleaning kits, earplugs and other consumables. Bows can be returned within 45 days only if they show no signs of use or rosin residue. A bow that has been played is final sale.
Refused or undeliverable shipments
If you refuse a shipment, or it comes back because the address was wrong or delivery attempts were missed, you pay our actual outbound shipping and any return shipping. We deduct these from any refund. If we reship the package, the extra shipping is due before it goes out.
Consignment instruments
Consignment instruments may have their own return terms. These are shown at the time of purchase and in your order confirmation.
Domestic orders only
We ship only within the United States. We are not responsible for loss, damage or delay once an order reaches a freight forwarder or third-party shipping address.
Cancelling or changing an order
Contact us right away at orders@atelierfinestrings.com or 203.661.9500. We ship quickly, so the window is short. If we cannot stop the shipment, the item's normal return window applies, including the outbound shipping deduction.
