Refund policy

Need to make a return? No problem! At Kraft Music, we are dedicated to your satisfaction. Our goal is to make the returns process as quick and convenient as possible. When you purchase with us, you're backed by our Kraft Music 45-Day Guarantee. So how does it work?

What if my order arrives damaged?

In the rare event of shipping damage you are fully covered under the Kraft Music 45-Day Guarantee! Contact a Sales Advisor and we'll get the process started right away. Here's what that process looks like:

1. Once you've inspected the package and determined there has been shipping damage, reach out to us at help@kraftmusic.com or 800-783-3368.
2. Your Sales Advisor will follow-up with some options, including in-home repair service when covered by warranty (home pianos), exchanging for a new unit at no cost to you, or returning for a full refund.
3. If you're returning the damaged product, we'll cover the shipping costs. Pack up the order and your Sales Advisor will provide instructions for returning the item(s).
4. For exchanges, we want you playing music again as soon as possible. Instead of waiting for the return to arrive at our Franklin, Wisconsin warehouse, your Sales Advisor will release your replacement order as soon as the return is on its way.
5. For refunds, our returns team will check in and inspect your order as soon as it hits our dock. Once the return process is complete, we will issue the refund. Refunds will be issued in the same method as the original payment.

What if the product is defective?

We only stock products from the most reliable manufacturers who do an excellent job with quality control. In the rare event of a product defect you are fully covered under the Kraft Music 45-Day Guarantee! Contact a Sales Advisor and we'll get the process started right away. Here's what that process looks like:

1. Let's troubleshoot first! Reach out to us at help@kraftmusic.com or 800-783-3368 so we can work with you to confirm the defect. Our Sales Advisors can do basic troubleshooting, but we may refer you to the manufacturer's tech support to confirm the defect.
2. Once it has been determined the product is defective, your Sales Advisor will follow-up with some options, including in-home repair service when covered by warranty (home pianos), working with the manufacturer for direct warranty repair, exchanging it for a new unit at no cost to you, or returning for a full refund.
   
3. If you're returning a defective product, we'll cover the shipping costs! Pack up the order and your Sales Advisor will provide instructions for returning the item(s).
4. For exchanges, we want you playing music again as soon as possible. Instead of waiting for the return to arrive at our Franklin, Wisconsin warehouse, your Sales Advisor will release your replacement order as soon as the return is on its way.
   
5. For refunds, our returns team will check in and inspect your order as soon as it hits our dock. Once the return process is complete, we will issue the refund. Refunds will be issued in the same method as the original payment.

What if I'm not satisfied with the product?

If you're not satisfied with your order, you are fully covered by the Kraft Music 45-Day Guarantee! Contact a Sales Advisor and we'll get the process started right away! Here's what that process looks like:

1. Reach out to us at help@kraftmusic.com or 800-783-3368 and let's talk about what you didn't like and what you were looking for!
2. Your Sales Advisor will reach out with some options, including exchanging it for a different unit, returning for credit on account, or returning for a refund.
3. For exchanges, you are only responsible for the return shipping cost. Pack up the order and your Sales Advisor will provide instructions for returning the item(s). We'll then work with you to get a replacement order set up.
   
4. For credit on account, you are only responsible for the return shipping cost. Pack up the order and your Sales Advisor provide instructions for returning the item(s).
   
5. If you're returning a product for a refund, you will be responsible for the amount Kraft Music paid to ship it to you and the return shipping cost. This total amount will be deducted from your refund. Pack up the order and your Sales Advisor will provide instructions for returning the item(s).
   
6. For refunds and credit on account, our returns team will check in and inspect your order as soon as it arrives. Items that show signs of use or cosmetic blemishes may be subject to a restocking fee. Once the inspection process is complete, we will issue the refund or credit. Refunds will be issued in the same method as the original payment.

Accordion return policy

1. Reach out to us first at help@kraftmusic.com or 800-783-3368* with any accordion related issues.
2. Accordions are fully covered by the Kraft Music 45-Day Guarantee against shipping damage and defects, plus the manufacturer's warranty.
3. If you're not satisfied with your accordion purchase, satisfaction returns are allowed within 30 days.
4. A restocking fee of up to 20% may be applied if the instrument is opened and used. 
5. An exchange to a higher accordion model may result in a full refund without restocking fee. Contact us for more details.

Are there any non-returnable items?