1. 30-Day Return Policy (Website Purchases)

For standard (non-customized) musical instruments purchased directly from our website, customers may request a return within 30 days of delivery.

Eligibility Requirements:

• Items must be unused and in original condition

• Original packaging, accessories, and documentation must be included

• Proof of purchase is required

Non-Returnable Items:

For hygiene and safety reasons, the following items are not eligible for return:

• Opened or used mouthpieces

• Used reeds

• Instrument cleaning and maintenance supplies

2. Custom & Made-to-Order Items

Products that are customized or made to order based on customer specifications are not eligible for cancellation, return, or refund once production has begun.

Customers are responsible for confirming all specifications before placing a custom order.

3. Final Sale Items

The following items are considered final sale and are not eligible for return, refund, or exchange:

• Products clearly marked as “Final Sale” or “Liquidation”

• Items sold “as-is”

• Accessories listed as non-returnable (such as used reeds)

4. Warranty & Defective Items

Warranty Coverage

New instruments include a limited warranty against manufacturing defects.
This warranty does not cover:

• Normal wear and tear

• Accidental damage

• Improper use or maintenance

Warranty duration and coverage details are stated on the product page where applicable.

Replacements

Replacements are available only for new items with confirmed manufacturing defects.
Used or modified items are not eligible for replacement.

5. International Orders – Taxes & Duties

For international shipments:

• Import duties, taxes, and customs fees are the responsibility of the buyer

• These charges are non-refundable

• Customers are responsible for complying with local import regulations

6. Return Shipping Responsibility

Return shipping responsibility depends on the reason for the return:

• Seller Error:
  If the return is due to a confirmed defect, damage during transit, or incorrect item shipped, return shipping costs will be covered by us.

• Customer-Initiated Returns:
  If the return is due to personal preference (such as changed mind or incorrect selection), the customer is responsible for all return shipping costs.

7. Return Process

Step 1: Request Return Authorization

All returns require prior approval.

Please contact us to request a Return Merchandise Authorization (RMA) before sending any items.

Returns Contact Email:
sales@johnpackerjp.com

Step 2: Ship the Item After Approval

After RMA approval, return instructions and the correct return address will be provided.

North America Returns Address:
Unit B, 11455 Cantu-Galleano Ranch Rd,
Jurupa Valley, CA 91752, USA

Other Regions:
Return instructions will be included in the RMA approval email.

Step 3: Refund Processing

• Refunds are issued to the original payment method

• Refunds are processed after the returned item is received and inspected

• Processing time is typically 5–7 business days

Bank fees, currency conversion fees, or exchange rate differences charged by financial institutions are not controlled by us and are the responsibility of the customer.

8. Policy Transparency

This policy is provided to ensure clear expectations regarding returns, refunds, and customer responsibilities.
For additional information, please refer to our Contact Us, Shipping Policy, and About Us pages.