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, easy, and convenient as possible. When you purchase with us, you're backed by our Kraft Music Guarantee. So how does it work?

What if my order arrives damaged?

Shipping damage is extremely rare, but if it happens to you we've got you covered under the Kraft Music 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 to get started.
2. Your Sales Advisor will reach out with some options, including exchanging it for a new unit at no cost to you, keeping it for a partial refund, 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 either provide return labels or arrange for pickup, depending on the original shipment method.
4. For exchanges, we want you playing music again as soon as possible. Instead of waiting until the return arrives back to our Franklin, Wisconsin warehouse, your Sales Advisor will release your replacement order as soon as the return is on the way back.
5. For refunds, our returns team will check in and inspect your order as soon as it hits our dock. Once they are done, Order Processing issues the refund!

What if the product is defective?

We only stock products from the most reliable manufacturers who do an excellent job with quality control. While the occasional defective unit does ship, Kraft Music has got your back! 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. We don't want you to have to go through the effort of unnecessarily packing up your order! Our Sales Advisors can do most 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 reach out to give you some options, including 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 either provide return labels or arrange for pickup, depending on the original shipment method.
4. For exchanges, we want you playing music again as soon as possible. Instead of waiting until the return arrives back to our Franklin, Wisconsin warehouse, your Sales Advisor will release your replacement order as soon as the return is on the way back.
5. For refunds, our returns team will check in and inspect your order as soon as it hits our dock. Once they are done, Order Processing issues the refund!

What if I'm not satisfied with the product?

If you're not satisfied with your order, you're covered under the Kraft Music 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 either provide return labels or arrange for pickup, depending on the original shipment method. We'll work with you to get a replacement order set up to get you what you're looking for!
4. For credit on account, you are only responsible for the return shipping cost. Pack up the order and your Sales Advisor will either provide return labels or arrange for pickup, depending on the original shipment method.
5. If you're returning a product for a refund, you are not responsible for any restocking fees! 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 either provide return labels or arrange for pickup, depending on the original shipment method.
6. For refunds and credit on account, our returns team will check in and inspect your order as soon as it hits our dock. Once they are done, Order Processing issues the refund or the credit!

Are there any non-returnable items?