Refund policy

PopuMusic Return & Exchange Policy

We want you to love your PopuMusic instruments and accessories, but if you're not fully satisfied, we've made the return and exchange process straightforward and hassle-free.

How Long Do I Have to Return an Item?

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

Returns are not supported in the following situations:

• Items showing signs of use, wear, damage, or missing parts (e.g., manuals, warranties, accessories).
• Items marked as non-returnable or that include free gifts.
• Downloadable software products.

Return & Exchange Procedure

1. Request Return Authorization:
   Contact our customer service team at support@popumusic.com. Include your order number and the reason for the return. You’ll also receive the return shipping address or a prepaid shipping label if applicable.

2. Prepare Your Return:

   • For non-quality issues, please include photos:
     • Original Item in Packaging: Take at least one photo of the item inside its original packaging. If unopened, this step can be skipped.
     • Outer Packaging: Capture a photo of the outer packaging showing all sides. For large items, ensure visible damage, if any, is clearly shown.
   • Use appropriate packaging to prevent damage during return shipping.

3. Ship the Item Back:
   You can choose a shipping service at your own cost, or use a prepaid shipping label if provided. After shipping, notify us via email with the tracking details.

4. Refund Processing:
   Refunds will be processed within 2-5 business days of receiving the item. Please note that refunds may not appear on your credit card statement until the next billing cycle. Banks may require 5-7 business days to transfer funds.

Return Shipping Costs

• Products with manufacturing defects:
  PopuMusic will send a new replacement product free of charge, free shipping costs, and the original product does not need to be returned.
  If you still wish to return the item, PopuMusic will cover the shipping costs and provide a prepaid shipping label.
  

• Products without defects:
  Customers are responsible for return shipping costs. Shipping fees are non-refundable. For items over $50, we recommend using a trackable shipping service or purchasing shipping insurance to ensure successful delivery.

Important Notes on Returns

• Do not return items to the address on the original package. Always use the return address provided by our customer service team to avoid processing delays.
• Returned items must be unused and in original packaging. Items that are worn, damaged, washed, or altered are not eligible for return.
• Contact us within 24 hours if you receive a damaged or defective item.
• We are not responsible for non-PopuMusic products mistakenly sent with returns.

Price Match Guarantee

If you find a lower price on PopuMusic products within 15 days of your purchase, we will refund the price difference or provide a gift card for the equivalent amount.

Conditions:

• The order must have been placed before the price drop.
• Price protection applies only to the listed price and excludes discounts from promotions such as flash sales, Black Friday, Cyber Monday, or clearance events.
• Customers can apply for price protection only once per order within 30 days.

For inquiries or further assistance, please contact our customer service team at support@poputar.com.