Refund policy

Our utmost priority is your satisfaction with your purchase. Should you find any new product unsatisfactory, you have the option to return it within a reasonable timeframe from the shipping date (typically 7–14 days). You can choose a refund of the purchase price, an in-house credit, or exchange it for an alternative product. For items that qualified for free shipping, the shipping cost will be deducted from the credit or refund amount. Your contentment remains our top concern.

Holiday Returns: Purchases made from 11/24/2025 through 12/25/2025 are eligible for return or exchange until 1/15/2025 (must be like-new condition in original packaging, same category exclusions apply, 20% restocking fee applicable for special order items).

Return Procedures

  1. All returns must be accompanied by a valid receipt or order number.
  2. Return period:
    • 7 days for serialized products: band instruments, guitars, bass guitars, folk instruments, amplifiers, speakers, PA systems, microphones, drums, orchestra instruments, acoustic and digital pianos, and keyboards.
    • 14 days for accessories.
    • Online orders are calculated from the date the customer receives the order.
  3. Merchandise must be in like-new condition in its original packaging, with owner’s manuals and accessories unused.

Non-Returnable Items

  • Reeds, unless sealed in the original box
  • Opened software
  • Airboards, recorders, tin whistles, jaw harps, nose flutes, harmonicas, kazoos, and in-ear monitors (items that cannot be fully sanitized)
  • Clearance items, Red Tag items, and consignment sales
  • Gift cards
  • Special orders
  • WSMA Solo & Ensemble music
  • Repair parts
  • Clothing, including hats, shirts, gloves, or shoes

Cancellations

Cancelled special orders and layaways are subject to a 20% restocking fee.

How Funds Are Returned

  • Refunds will be given in the form of the original payment or store credit.
  • Cash refunds over $50 will be issued as a company check mailed to the customer’s home address.
  • Payments by check will be refunded as a company check 14 days after the original purchase, mailed from the corporate office to the customer’s home address.
  • Purchases made with a credit card must be refunded to the same credit card used at the time of purchase.
  • Gift purchases made from November 1 through December 24 will be accepted until January 15.

Online Order Returns

What if there is something wrong with my HeidMusic.com order?

If you are dissatisfied with your order, call us at 920-734-1969 or email Info@HeidMusic.com within 14 days of receiving your merchandise. If you do not contact Heid Music regarding your merchandise issue within 14 days, the order cannot be returned.

What if a product I ordered is defective?

If you think a product you received is defective, please call us at 920-734-1969 within 14 days of receiving your merchandise, and we will attempt to address your concerns.

I need to make a return. What do I do?

  • The return process always begins with a call to Heid Music at 920-734-1969 or an email to Info@HeidMusic.com. You are responsible for all shipping and packing costs associated with returning Heid Music merchandise. Merchandise must, at a minimum, be shipped in the same manner and condition in which it was shipped to you. If merchandise is damaged during return shipping, you will be responsible for the damaged item. Heid Music will not accept damaged merchandise.
  • All returned items must be returned in the condition in which they were sold. All included accessories, manuals, and software must be returned unused. Incomplete returns may be denied and are subject to a restocking fee.

It looks like my item was damaged in shipping. What do I do?

If your shipment appears to be damaged, please take a picture of the unopened package where the damage occurred. Then open and inspect your order carefully. If your ordered product is damaged in any way, contact Heid Music immediately at 920-734-1969.

If you have any return-related questions, please call 920-734-1969 or email Info@HeidMusic.com.

Heid Music reserves the right to amend this return policy at any time and to deny the return of any item for any reason.

Legacy policy updated December 1, 2025. Migrated for review.