Returns Policy

Returns and Refunds

We want you to be happy with your Roosebeck instrument. If something is not right, here is how returns work.

Where Did You Buy It?

If you purchased your Roosebeck instrument from a retailer or website other than Roosebeck.com, please contact that seller directly for returns. Their return policy applies, not ours.

If you purchased directly from Roosebeck.com, contact us at info@roosebeck.com to start a return.

Return Window

We accept returns within 30 days of delivery. No returns are accepted after 30 days.

How to Return an Item

  1. Email info@roosebeck.com with your order number to request a Return Authorization (RA#).
  2. We will email you the RA# and the return address.
  3. Pack the instrument in its original packaging.
  4. Write the RA# clearly on the outside of the box.
  5. Ship the package back to us within 14 days of receiving your RA#.

A Return Authorization number is required for all returns. Packages sent back without an RA# will be refused or charged a 20% restocking fee.

Condition Requirements

Returned items must be in new, unused, resalable condition and packed in the original packaging. Instruments that arrive back damaged, modified, or showing wear may be subject to a repair charge or a 20% restocking fee, depending on condition.

Return Shipping

You are responsible for return shipping costs. We recommend insuring the package for the full value of the instrument. Items damaged in transit on the return trip cannot be accepted for refund or exchange, and your claim will need to go through the carrier.

Refund Amount

Refunds are issued to the original payment method within 5 to 10 business days after we receive and inspect the returned item.

Because Roosebeck.com ships free, the original outbound shipping cost we paid on your order is deducted from the refund. This is typically $15 to $25 depending on the instrument and destination. The deduction will be itemized on your refund receipt.

Discount codes applied to the original order are not refundable.

Non-Refundable Items

The following items are final sale and cannot be returned:

  • Strings, picks, tippers, and other consumable accessories
  • CDs, DVDs, sheet music, and books
  • Custom or special-order instruments
  • Original shipping cost (see above)

Damaged on Arrival

Inspect your shipment as soon as it arrives. If your instrument arrives damaged, contact us within 3 days of delivery at info@roosebeck.com with your order number and clear photos of:

  • The shipping box (all sides)
  • Any damage to the packaging
  • The damage to the instrument itself

Keep all original packaging until the claim is resolved. Damage reported after 3 days cannot be processed as a shipping claim.

Defects and Warranty Issues

If your instrument has a manufacturing defect that appears outside the 30-day return window, email info@roosebeck.com with photos and a description. We have been building these instruments since 1973 and we stand behind our work. Most issues are resolved with repair, replacement parts, or a replacement instrument at our discretion.

Questions

Email info@roosebeck.com. We answer Monday through Friday, 9 AM to 5 PM Eastern.