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How do I return an item? Returns & Exchange: Before you read the following instructions please keep in mind that First Music LTD does in fact care about customers service unlike other wholesaler or retailers with bad reviews. We have a zero complaint rate on Better Business Bureau. Please read the following instructions to process a refund or an exchange: Please do not ship any item back to it's original address. All returns must be approved by us. Once approved we will provide a different address (our return depot) and we will provide the return lebel to you by email. You will not receive a refund if you return an item without an RA# (Return Authorization). We do accept returns within 1 week after receiving your item. Once we receive the item, given not used or damaged, you will receive a refund less 10 % restocking fee less freight that we incurred to send the item to you and freight to get it back. If the item was damaged in shipping and you wish to exchange it we can do that without any cost to you unless the item was damaged by you during installation at your home. In case of a damage, picture(s) are required for any replacement. Please send your return/inquirry and or pictures to sales@firstmusicstore.com. Once we have the pictures we will open a claim with UPS. If the damage was caused by factory, in adequate packing or by UPS then we will replace the item at no extra cost to you. Regarding color matching on piano benches: unfortunately we do not guarantee an exact color match for your piano as each persons monitor may reflect the true color of the bench on our site slightly different than actual, specially with the flash. However in order to help the musicians we can accept an exchange within one week after receiving the item. In case of exchange we will pay the freight for the new item to get to you but you will responsible to pay the freight for the item back to our return depot. Please contact customer service for more information on returning or exchanging an item. Thank you. For any returns or exchange please email: sales@firstmusicstore.com if you don't hear back within 24 hours please call 1866-876-3122. Returns and exchanges are process only Mondays to Friday. Customer Service is open for sales on saturdays only. Thank you First Music Team |