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Return Policies & Procedures
The Johnson Guarantee
At Johnson String Instrument, we understand that your musical experience comes first. That’s why the performance and quality of our products are our highest priorities. Backed by the Johnson Guarantee, every purchase is made with the assurance that your satisfaction is guaranteed.
Return Policies
Please inspect all items upon receipt. Johnson String Instrument accepts returns within 14 days for instruments and bows, and 30 days for all other items from the purchase date.*
Returns must include original packaging, instructions, and all components, and be in like-new condition for a full refund. Incomplete returns will not be accepted.
International orders are not eligible for return or refund.
*Guitar-family and electric instruments may be returned in original condition within 30 days of purchase.
Please note the following product-specific policies:
Strings
Please inspect strings before installation. Installed strings are non-refundable. Strings that break within 24 hours may be returned for replacement within 30 days of purchase. Unopened strings may be returned for a refund within 30 days.
Electric Instruments
Electric instruments must be returned in original packaging with all components (cables, headphones, batteries, manuals, etc.). Unboxed or used instruments may incur a restocking fee at our discretion. Returns with missing or damaged components will not be accepted.
Cases
Cases must be returned with all components and in like-new condition; otherwise, a restocking fee may apply at our discretion. For possible manufacturing defects, please contact us at 800-359-9351.
Sheet Music
Sheet music and book returns incur a $1.00 restocking fee per item, deducted from your refund.
Instrument Fittings
Instrument fittings (pegs, bridges, tailpieces, etc.) are customized upon installation and cannot be returned once installed, unless deemed defective by Johnson String Instrument and returned within 30 days of purchase.
Special Order Items
Special-order items are non-returnable.
Return Procedures
Step 1
Fill out the Return Authorization form that was provided with your order.
Step 2
Call us at 800-359-9351 to request a Return Authorization number for any returns or exchanges. At that time, an associate will be able to answer any questions or concerns you may have regarding your return.
Step 3
Carefully repack your item(s) with all original packaging, components, and your invoice and Return Authorization form. Be sure to include your Return Authorization number on the outside of the box. You may ship your return back to us using any shipping method that includes insurance and tracking information. Please note: Shipping charges will not be refunded unless authorized by an associate.
Refunds are issued to the original payment method. Please allow 3–5 business days after we receive your return for processing.
If your package was damaged in shipping, keep all packing materials, leave the item(s) packed, take photos of the damage, and contact us immediately at 800-359-9351. An associate will arrange for the carrier to inspect and pick up the package. Damaged items without original shipping materials are not eligible for return or refund.
If you receive an item in error or believe it has a manufacturing defect, please call 800-359-9351 as soon as possible to arrange an exchange.
