Refund policy



Unfortunately, we cannot accept returns on sale items or gift cards.

 

Return Policies & Procedures

The Miami String Haus Guarantee 

At Miami String Haus, we acknowledge that your musical experience is a top priority to you. As a result, the performance and quality of our products are a top priority to us. Our Guarantee ensures that you will be completely satisfied with your purchase. 

Return Policies

Miami String Haus offers a 14-day return policy for instruments and bows and a 30-day return policy for all other items starting from the date of purchase. There is a 15% restocking fee for all instruments returned to our showroom during the allowed return period. The restocking fee may be waived if an eligible exchange or purchase is made.

Items that you wish to return must include all original packaging, instructions, and components and must be in like-new condition in order to receive a full refund. Incomplete returns will not be accepted. International orders are not eligible for return or refund. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at music@miamistring.com. Please note that returns will need to be sent to the following address: 377 NE 85th Street, El Portal, FL 33138

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at music@miamistring.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right..

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at music@miamistring.com.

Instrument Trade-ins

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

If an instrument has been traded-in and applied as in-store credit toward the purchase of a new instrument, the traded-in instrument becomes the property of Miami String Haus, (Miami String, LLC.). In the case that a customer wishes to return a purchased instrument and request their previously traded-in instrument in exchange, there will be a fee applied, if the instrument is available. Miami String Haus does not guarantee this exchange can be made should the instrument become no longer available. Subject to availability and at the discretion of the Miami String Haus representative. 
Please note the following product-specific policies:
Strings

Please inspect strings carefully before installation. Refunds will not be provided for any strings that have been installed on an instrument. Unopened and unused strings may be returned for refund within 30 days of purchase.

Cases

Cases must be returned with all components and be in like-new condition, or they may be subject to a restocking fee at our sole discretion. If you believe your case may have a manufacturing defect, please contact us at 786-322-6891.

Sheet Music & Books

Unused sheet music and book returns are subject to a minimum restocking fee of $1.00 per item, which will be deducted from your refund.

Instrument Fittings

Instrument fittings such as pegs, bridges, and tailpieces are customized to the instrument upon installation. As such, installed fittings may not be returned unless deemed defective by Miami String Haus and may be exchanged or rebuilt within 30 days of purchase.

Special Order Items

Special order items are not eligible for return.

Rentals

Rental Payments

Any payments made for a long- or short-term rental are considered non-refundable. Payments made in advance to reserve or hold a rental are also non-refundable. When a long-term renter decides to return their rental, the recurring invoices and payments will be canceled immediately. Rental costs already paid for the current time period are not eligible for a prorated refund.

Refundable Security Deposits

Rental instruments that are returned in the same condition they are rented in will be eligible for a refund. Refunds are processed within 3-5 business days starting on the next business day after the return is made. In the case that a rental is ineligible for a refundable security deposit due to damage, the renter will receive an email from Miami String Haus. It is solely up to the discretion of the Miami String Haus team to further require additional payment or file an insurance claim with the renter’s insurance.

Shipping Returns

To return your product, you should mail your product to Miami String Haus, 377 NE 85th Street, El Portal, FL 33138. You will be responsible for shipping costs associated with the return of your item. Shipping costs are non-refundable. If you qualify to receive a refund, the cost of all shipping fees that Miami String Haus paid for will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at music@miamistring.com for questions related to refunds and returns.