This Return, Refund, Exchange & Warranty Policy ("Policy") applies to all purchases made through ordermusicgear.com. Order Music Gear is a DBA of Suncoast Supply Solutions Inc. By placing an order through the Site, you acknowledge and agree to the terms of this Policy.

1. Return Eligibility Window

Eligible products may be returned within thirty (30) calendar days of the original delivery date. Return requests submitted after thirty (30) days from delivery will not be accepted unless otherwise required by applicable law. The return request must be initiated within the applicable return window. Receipt of a Return Merchandise Authorization ("RMA") does not extend the return period.

2. Return Authorization Required

All returns require prior authorization. Returns submitted without a valid RMA number may be refused and returned to sender at the customer's expense. To request an RMA, contact us by email at support@ordermusicgear.com or by phone at 305-582-7206.

Customers must provide: order number, product name, reason for return, and photos if requested. Order Music Gear reserves the right to deny any return that fails to meet the requirements of this Policy.

3. General Return Conditions

To qualify for a return, products must:

• Be returned within the approved return window;
• Include all original packaging;
• Include manuals, accessories, inserts, warranty materials, and components;
• Be free from damage caused by misuse, abuse, neglect, modification, installation error, or unauthorized repair;
• Be accompanied by the assigned RMA number.

Products returned in incomplete condition may be refused or subject to additional deductions from any refund.

4. Opened Product Policy

Certain opened products may be eligible for return. Opened products that remain in like-new condition and include all original packaging and components may be accepted at the sole discretion of Order Music Gear. Products exhibiting signs of use, wear or cosmetic damage, missing packaging, missing accessories, missing documentation, completed product registration, or software activation/redemption may be denied. Approval of an opened-product return does not guarantee a full refund; applicable restocking fees may apply.

5. Non-Returnable Items

The following items are non-returnable and non-refundable unless prohibited by law:

Hygiene-Sensitive Products: Opened earbuds, opened in-ear monitors (IEMs), opened ear tips, opened harmonicas, opened mouthpieces, opened personal audio products.

Consumable Products: Opened strings, opened reeds, opened drumheads, opened cleaning products, opened maintenance products, batteries.

Software & Digital Products: Downloadable software, digital products, activation codes, license keys, download cards, software bundled with hardware if activated or redeemed.

Custom & Special Orders: Custom-built products, personalized items, special-order products, non-stock items ordered specifically for a customer.

Final Sale Products: Clearance items, closeout items, products marked "Final Sale," products marked "Non-Returnable."

6. Category-Specific Return Rules

Headphones — Unopened headphones may be returned. Opened headphones may be accepted only if in like-new condition, with all original packaging included, no hygiene concerns exist, and the product shows no signs of use. Approval remains at the sole discretion of Order Music Gear.

Microphones — Unopened microphones may be returned. Opened microphones may be accepted if inspection confirms like-new condition and complete packaging.

Audio Interfaces — Products that include activated, redeemed, or registered software may not be eligible for return.

Recording Equipment — Products showing evidence of installation, modification, registration, or software activation may be denied.

7. Restocking Fees

Approved returns may be subject to restocking fees: 20% for standard products, and up to 30% for oversized, freight, special order, or high-cost products. Restocking fees may be deducted from the refund amount. The exact fee will depend on product category, manufacturer policies, supplier fees, shipping costs incurred, and product condition.

8. Restocking Fee Waivers

Restocking fees may be waived when the wrong item was shipped by Order Music Gear, the product arrives materially damaged in transit, the product is confirmed defective upon arrival, or the return is required due to our fulfillment error. Supporting documentation may be required.

9. Return Shipping Costs

Customers are responsible for all return shipping costs unless the wrong item was shipped, the product arrived damaged, the product is confirmed defective upon arrival, or applicable law requires otherwise. Customers are responsible for ensuring returned products arrive safely. We strongly recommend insured, trackable shipping. Order Music Gear is not responsible for returns lost in transit.

10. Shipping Damage Claims

Products damaged during shipment must be reported within forty-eight (48) hours of delivery. Claims submitted after forty-eight (48) hours may be denied. Customers may be required to provide photographs of the damage, the packaging, and the shipping labels, along with proof of delivery. Customers must retain all original packaging until the claim is resolved; failure to do so may result in denial of the claim.

11. Defective Products

Products believed to be defective must be reported promptly. Order Music Gear reserves the right to inspect the product, require troubleshooting, refer customers to manufacturer support, or require manufacturer warranty evaluation. Not all product issues constitute defects — user error, compatibility issues, installation errors, configuration issues, and manufacturer tolerances do not necessarily qualify as defects.

12. Manufacturer Warranties

Many products sold by Order Music Gear include manufacturer warranties. Order Music Gear is not the warrantor of products sold through the Site. Warranty obligations belong solely to the product manufacturer. While we may assist customers in contacting manufacturers, we assume no responsibility for warranty administration, approval, denial, repair timelines, or warranty outcomes.

13. Wrong Item Received

If you receive the wrong product, you must notify us within seven (7) days of delivery. Once verified, we may provide a prepaid return label, arrange replacement shipment, or issue a refund. Failure to report within seven (7) days may affect available remedies.

14. Backorders

Products may become unavailable after purchase due to supplier inventory changes. If a product becomes unavailable, we may delay shipment, split shipments, cancel the unavailable portion of an order, or issue a refund. Refund of amounts paid shall be the customer's sole remedy. Order Music Gear shall not be liable for delays, inconvenience, lost profits, or consequential damages resulting from backorders.

15. Shipping Delays

Delivery dates are estimates only. Order Music Gear is not responsible for delays caused by carriers, weather, natural disasters, supply chain disruptions, military mail systems, government actions, labor disruptions, or vendor delays. Shipping delays do not constitute grounds for cancellation or damages.

16. APO/FPO Shipments

Orders shipped to APO/FPO addresses may experience extended transit times. Delivery estimates provided by carriers are not guaranteed. Order Music Gear is not responsible for delays occurring within military mail systems.

17. Order Cancellations

Orders may be canceled before shipment. Once an order enters fulfillment processing, cancellation requests may not be possible. Orders already shipped cannot be canceled and must follow the return process. Special-order and custom-order products may not be cancelable once submitted to the supplier.

18. Refused Shipments

If a customer refuses delivery of an order for reasons other than verified damage or fulfillment error, actual outbound shipping costs, return shipping costs, and applicable restocking fees may be deducted. Any remaining balance will be refunded after return processing.

19. Refund Processing

Approved refunds will be issued to the original payment method. Refund processing generally occurs within five (5) business days after receipt and inspection of returned merchandise. Financial institutions may require additional time to post funds. Original shipping charges are non-refundable unless required by law.

20. Chargebacks

Customers agree to contact Order Music Gear before initiating a chargeback. Most issues can be resolved more quickly through direct communication. Initiating a chargeback does not eliminate a customer's obligations under these Terms. Order Music Gear reserves all rights to dispute chargebacks involving properly fulfilled orders.

21. Fraudulent Claims

Order Music Gear reserves the right to investigate false damage claims, false non-delivery claims, false defect claims, abuse of return policies, and fraudulent chargebacks. Accounts associated with fraudulent activity may be suspended, restricted, or permanently banned. Order Music Gear reserves all available legal remedies.

22. Limitation of Remedies

To the maximum extent permitted by law, the customer's sole and exclusive remedy for any return, refund, product issue, shipping issue, or warranty-related dispute shall be repair, replacement, store credit, or refund as determined by Order Music Gear in its sole discretion and as permitted by applicable law. Under no circumstances shall Order Music Gear's liability exceed the amount actually paid for the product giving rise to the claim.

23. Contact Information

Order Music Gear — a DBA of Suncoast Supply Solutions Inc.
Phone: 305-582-7206
Email: support@ordermusicgear.com
Website: ordermusicgear.com
Business Operations Based In: Margate, Florida, USA