Returns & Exchanges

The Percussion Exchange is committed to offering its customers the highest level of service and customer satisfaction possible.

Please Read our Terms and Condition and Return Policy before placing an order:

Return and Exchanges:

As each Percussion Exchange product is custom made we cannot offer a return unless:

1. The product does not match the order, or 
2. The product is damaged during shipping, or
3. Manufacturing defect(s)

If the product(s) delivered does not match your order please contact us via e-mail (sales@thepercussionexchange.com) outlining the problem, and we will arrange the return of said goods. Please remember to include your original invoice number, and the name your order was placed under. If the goods have a problem relating to the quality of the product such as material defects, then a photograph as well as a description of the problem should be e-mailed through to sales@thepercussionexchange.com. 

We cannot take any action on an order until all of the goods are returned to The Percussion Exchange for inspection.

Following the return of the goods a thorough assessment will take place following which The Percussion Exchange will deem whether the return is valid or not. 

If the problem relates to a production issue at The Percussion Exchange then a rebuild of the goods may be offered to rectify the quality issue. As every Percussion Exchange product is custom made to our specifications we reserve the right to solely offer a rebuild when seeking to rectify any problem with an order. 

A refund will be offered only when an order is cancelled prior to any work being undertaken by The Percussion Exchange. If you need to cancel an order, you should contact the customer experience team at sales@thepercussionexchange.com as soon as possible. 

If an order has been placed by a customer and subsequently produced by The Percussion Exchange, a refund will not be offered on cancellation, as the goods are custom made and not stock items that can be resold. 

Any problem with an order should be outlined within 24 hours of receiving the goods. 

Failure to inform The Percussion Exchange of a problem within 24 hours of receiving the goods will mean that the order is deemed to have been accepted and checked. 

Products Offered by The Percussion Exchange manufactured by other companies 

If you wish to return or exchange goods, manufactured by other vendors and sold by thepercussionexchange.com, the item must be returned to us within 14 days- unused and in the condition that it was delivered to you, with all original packaging still intact. 

No refund or exchange will be applicable, under any circumstances, after 14 days of signing for the package. Any returned goods must include a covering letter with your contact details, stating the reason for return and if you require a refund or exchange. In the event of an exchange, please let us know EXACTLY what you would like your exchange to be. 

Returns

Postage to be paid by the customer. We would strongly recommend returning your parcels via a tracking service, as it is YOUR responsibility for returning your items back to us. We will only cover the cost of postage if an item is damaged or faulty. Please note all items are individually quality checked before they leave The Percussion Exchange. In the event of any faulty goods being returned to us it is at our discretion to refund/replace the item. Please ensure any products returned to us for a refund/exchange are sent back with all original packaging and tags attached. A $10 repacking charge will be deducted from any refunds if any of these rules are not adhered to. 

If you receive an item which you believe is faulty, you must e-mail us a photo of the product, and, if requested, send the product back to us for inspection. Unfortunately, if the product has been purchased over 6 months, we are not able to refund/ replace. Any faults over this time could be deemed as general wear and tear. We are unable to accept any item unless it is clean and dry. By placing your order you accept all of the above terms and conditions. 

The Percussion Exchange will have the final decision on any action taken in regards to this subject. 

These terms and conditions do not affect your statutory rights. 

PAYMENT TYPES

We accept; major credit cards via Stripe, and via PayPal.