Returns & Refund Policy – Roxy Music
Musicians Helping Musicians—Even When Something’s Not Right
At Roxy Music, we stand behind every piece of gear we sell. If something feels off, we’ll work with you to make it right. Our policy is designed to be honest, clear, and fair—just like the musicians we serve.
Return Eligibility
- New Gear: Returnable within 14 days of delivery. Items must be unused, in original packaging, and include all manuals, accessories, and case candy.
- Used & Vintage Gear: Returnable within 7 days of delivery. Items must match their documented condition and include any accessories photographed at the time of sale.
To help the next musician find the same great experience, please take care when trying out your gear. Excessive wear, scratches, smoke exposure, or missing items may reduce the refund amount.
Restocking Fee & Return Shipping
To keep things fair for everyone:
- Customers are responsible for return shipping unless the item is damaged, defective, or incorrect upon arrival.
- Returned items are subject to a restocking fee of $15 or the actual outbound shipping cost (whichever is greater).
- If the original packaging is missing or heavily damaged, an additional deduction may apply.
Non-Returnable Items
The following items are final sale unless defective:
- Opened software, plug-ins, or digital downloads
- Harmonicas, mouthpieces, recorders, and in-ear monitors (for hygiene reasons)
- Special orders or customized gear
- Consignment items (sold on behalf of other musicians)
How to Start a Return
- Email us at [email protected] within your return window (14 or 7 days).
- Include your order number and the reason for the return.
- We’ll reply within 1 business day with return instructions.
- Use a trackable, insured shipping method to send the item back. We recommend keeping your tracking until the refund is complete.
Refunds are issued to the original payment method within 3–5 business days after we inspect the item.
Damaged or Defective Items
If your order arrives damaged or doesn’t work as expected, please contact us within 48 hours of delivery. Keep all packaging and take clear photos of:
- The shipping box
- Packing materials
- The damaged gear
We’ll take it from there—whether that means a replacement, repair, or refund. No stress, no hassle.
Marketplace Returns (Reverb & eBay)
- Reverb: Start your return through the Reverb platform. We honor the same fair policies listed here.
- eBay: Returns follow the terms listed on the specific eBay listing you purchased from.
Layaway Policy
- 25% down reserves your gear for 30 days.
- Balance must be paid in full within 30 days.
- Need more time? We offer monthly payments via Affirm or PayPal Pay Later at checkout.
- Layaway payments are non-refundable. If cancelled, payments convert to store credit (never expires).
Questions?
We’re musicians too—and we’ll always do our best to treat you right. Email us at [email protected] or call the shop during business hours.
Trusted by Thousands of Musicians
With over 2,800 five-star Reverb reviews and 100% positive feedback on eBay, Roxy Music is known for real service, real people, and real care.