Thank you for choosing CadenceTone LLC!
We value every customer’s shopping experience and are committed to providing high-quality musical instruments along with excellent after-sales service. If you are not satisfied with your purchase, you may request a return or refund in accordance with the policy below.
1. 14-Day Refund Policy
CadenceTone LLC offers a 14-day window for return and refund requests.
Customers may request a return or refund within 14 business days from the date the item is received.
To submit a request, please contact us via our official customer service email, providing your order number and relevant product details.
Return requests made after the 14-day period may not be approved, except in cases involving product quality issues or as otherwise required by applicable law.
2. Return Conditions
To ensure a smooth return process, please ensure that returned items meet the following criteria:
The item remains in a reasonably original condition;
The item has not been damaged due to improper use;
Original packaging, accessories, manuals, and any related components are included whenever possible;
A valid order number or proof of purchase is provided.
For musical instruments such as electronic keyboards, pianos, violins, or xylophones, please pack the item securely before returning it to prevent damage during transit.
If an item has a quality defect, was damaged during shipping, or if you received the wrong product, please contact us immediately. Such cases will be handled on an individual basis in accordance with applicable law; these general return conditions do not limit any rights you may have under the law.
3. How to Return
You may request a return by following these steps:
Step 1: Contact Us
Send an email to:
Step 2: Provide Order Information
Please include the following in your email:
Customer name;
Order number;
Name of the purchased item;
Reason for the return;
If the item is damaged, please attach relevant photographs.
Step 3: Await Review
Our customer service team will review your request and notify you via email regarding the return process and the return shipping address.
Step 4: Return the Item
Please return the item by following the return instructions provided by our customer service team. Please do not return any items without prior confirmation.
4. Refund Processing
Once your return request has been approved, we will process the refund using the original payment method.
The refund process is as follows:
Upon receipt of the returned item(s), we will inspect their condition (where applicable).
Once it is confirmed that the return meets the refund criteria, the refund request will be approved.
The refund will be credited back to the customer’s original payment account.
Refund processing typically takes 5–10 business days; the actual time it takes for the funds to appear in your account depends on your bank or payment service provider.
Customers may check the status of their refund through their original payment account.
5. Refund Amount & Shipping Costs
For orders that qualify for a refund, the amount will be based on the actual price paid, subject to applicable policies.
In cases where a return is due to product quality issues, damage during transit, or the delivery of an incorrect item, we will cover reasonable return shipping costs.
For returns initiated for personal reasons, original shipping charges and return shipping costs may not be refunded; this will be determined based on the return review outcome and applicable laws.
If an order included promotional discounts or offers, the refund amount will be calculated based on the actual amount paid.
6. Damaged or Incorrect Items
If the items you receive are damaged, defective, or do not match your order, please contact us as soon as possible.
We recommend providing the following:
Order number;
Photographs of the item(s);
Photographs of the outer packaging;
A description of the issue.
We will assist you in resolving the matter by providing a refund, a replacement, or another appropriate solution, depending on the circumstances.
7. Non-Eligible Returns
To the extent permitted by applicable law, the following situations may not be eligible for standard returns:
Requests made beyond the 14-day return window (where no other exceptions apply);
Damage caused by improper use or human error;
Items with significant missing components due to the customer’s actions;
Inability to provide valid proof of order or purchase;
Cases determined to involve unreasonable use, intentional damage, or fraudulent return attempts.
The above provisions do not affect any rights customers may have under applicable consumer protection laws.
8. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
If your order has not yet been shipped, we will make reasonable efforts to assist with the cancellation. Once the cancellation is successfully processed, a refund will be issued to your original payment method.
If your order has already been shipped, it may need to be handled according to the return process outlined in this policy.
9. Contact Us
If you have any questions regarding returns, refunds, or after-sales service, please reach out to us using the information below.
Company Name: CadenceTone LLC
Company Address:
9038 PORTSIDE ST
SAN ANTONIO, TX 78242
Customer Service Email: [email protected]
Customer Service Hours: Monday through Friday, 9:00 AM to 5:00 PM (Eastern Time, excluding holidays).
We typically respond to customer emails within 24 hours.