Refund policy
45-Day Return Window
If you are not completely satisfied with your purchase, you may return most items within 45 days of delivery for a full refund to your original payment method. Some exclusions apply — see Non-Returnable Items below.
Condition Requirements
• Items must be returned in original packaging and condition — showing no signs of wear, alteration, or abuse.
• All included materials must be present: case, bow, rosin, shoulder rest, straps, strings, certificate of authenticity, and any other items that shipped with the instrument.
• If your instrument included a certificate of authenticity and it is not returned, a $150 replacement fee will be deducted from your refund.
• Instruments showing evidence of setup changes (bridge alterations, soundpost adjustments, peg modifications) are not eligible for return unless pre-authorized by our staff.
• Refunds are issued to your original form of payment only.
How to Initiate a Return
• Email us at info@atelierfinestrings.com with your order number and the item(s) you are returning.
• Our team will contact you within 2 business days to review the return and provide instructions.
• In most cases, we can provide a prepaid return shipping label. The cost of return shipping will be deducted from your refund amount when the return is completed.
• Pack the instrument securely using the original packaging whenever possible.
Canceling or Changing an Order
If you need to cancel or change an order you just placed, contact us immediately at info@atelierfinestrings.com or call our shop directly. We work quickly to ship orders, so there is a short window to make changes. If we are unable to intercept the shipment in time, our 45-day return policy makes it easy to send the item back.
Exchange Policy — Defective or Broken Items
If an item arrives broken or with a manufacturer's defect, we will repair, replace, or credit you for the item at no charge. Please contact us within 14 days of receiving your order. We will cover shipping and handling both ways for all domestic defect claims. If an item breaks or malfunctions within its warranty period, we will replace or exchange it at no cost to you.
Non-Returnable Items
The following items are non-returnable once opened or used: rosin, strings, polishes, cleaners, polishing cloths, and cleaning kits. We may exchange these items if applicable. Returned merchandise that is damaged, has broken parts, or is otherwise in non-sellable condition is not eligible for return.
Bows may be returned within the standard 45-day window only if they show absolutely no signs of wear, rosin residue, or use. Bows that have been played — even briefly — are not eligible for return and are considered final sale.
International Returns
All international sales are final. Due to the high cost of international shipping, customs tariffs, and logistical complications, we are unable to accept returns or issue refunds on internationally shipped orders. We strongly encourage international customers to contact us before purchasing with any questions about an instrument so we can ensure it is the right fit prior to shipment.
Refusal of Delivery
If you refuse a delivery, miss a delivery appointment, or provide an inaccurate or undeliverable address, it is considered a Refusal of Delivery. In these cases, you are responsible for both outbound and return shipping costs, unless the package showed obvious external signs of damage at the time of delivery.
Fine & Consignment Instruments
Instruments listed as consignment or priced above $3,000 may carry individual return terms disclosed at the time of purchase and stated in your order confirmation. Please review these terms carefully before completing your purchase.
