Return Policy

Due to the delicate nature of musical instruments and the complications of global shipping, customs, and taxes, we do our best to deliver the finest products. This supports you — as the artist — and Instrumentall / Sazyar in achieving our shared goals. However, issues may occasionally occur.

Standard Instruments (Below USD $2,000)

• Standard instruments may be returned or exchanged within 7 days after delivery, provided they remain unused and in original condition.

Instruments Valued Over USD $2,000

• Instruments labeled as virtuoso or vintage follow a different return process.
• Returns require written approval and may include verification or inspection before acceptance.

Luthier Orders (Pick-Up or Shipped)

• Custom-built, made-to-order, or modified instruments are non-refundable unless damaged during shipping or not as described.
• Once you pay for a Luthier order, we confirm it with you in writing before processing. Therefore, the possibility of receiving an incorrect order is minimal.
• If you receive a wrong or damaged instrument, we only accept exchanges if:
  – The item was shipped (not picked up), and
  – You start the claim process (refer to the Claim Workflow) within 72 hours of receiving the order.
• For Luthier order pick-ups, we assume you have sufficient time to inspect the instrument carefully, and no claims are accepted after this point.

Wrong Item Received

• If you receive an incorrect item, we will replace it at no charge, provided the incorrect item is returned to our Toronto facility in healthy condition.
• Where approved, we typically provide a return shipping label (conditions apply). Returned items must be professionally packed and insured.
• If it was a pick-up order, you still have a seven-day return/exchange policy if the item’s value is under USD $2,000.

Customs & Returns

• Customs duties, brokerage fees, and taxes for returned or replacement items are the customer’s responsibility unless DDP was arranged.
• If DDP was arranged for the original shipment, additional customs charges may still apply depending on routing and local regulations.

Order Changes

• Any updates or additions requested after order confirmation will be quoted separately and processed only after written approval.

Claim Workflow 

1. Submit Your Claim:
   Within 7 days of delivery, send a written declaration and report letter along with at least 10 photos or videos showing the issue (close-ups of damage, serial numbers, packaging condition, and full views). Claims submitted after 7 days cannot be accepted due to the delicate nature of instruments.
2. Claim Review:
   We will acknowledge receipt within 48 hours and assign a case number. If the claim meets the criteria, we will provide return instructions and may supply a return shipping label (conditions may apply).
3. If a return is required, all items must be professionally packed and fully insured for their declared value.
4. We may provide a return shipping label for approved returns (conditions apply).
5. Customers must retain all tracking numbers and insurance documentation until the return is fully processed.
6. Return & Resolution:
   Ship the item as instructed — it must be professionally packed and insured. Keep all tracking and insurance receipts. Once received and inspected, we will provide a resolution (repair, replacement, partial refund, or other) within 14 business days, where practical.