Refund policy

The window

You have 48 hours from the moment the instrument arrives to decide. The clock starts on delivery, not on the day you ordered.

How to start a return

Email shop@lauzonmusic.com inside that window and we will authorize the return. Nothing comes back without being authorized first.

Returns

Once the instrument reaches the store in the same condition it left, we refund the order in full, less the actual shipping cost in both directions and a 10% restocking fee.

Exchanges

If you would rather exchange it for something else, there is no restocking fee. You cover the shipping on the original instrument going back. We ship the replacement out to you the same way we shipped the first one.

Orders shipped outside Canada

The same terms apply everywhere: 48 hours from the moment it arrives, authorized by email first, and the refund is the order less the actual shipping both ways and a 10% restocking fee.

Be aware of what that means on a long haul. Return freight from outside North America is the buyer's, it is genuinely expensive, and any duty or brokerage you paid on the way in is not something we can refund. Ask us anything you are unsure about before you buy rather than after.

Custom orders and special orders

A minimum 25% deposit places a custom order, and it can vary by product. Once we have placed the order with the builder, the deposit is non-refundable and the order cannot be cancelled. A custom build is made to your spec and to nobody else's, so once the builder starts, it exists because you asked for it. We would rather say that plainly now than surprise you with it later.

A special order for something a builder already makes as a stock model is different. You have seven days from placing it to cancel.

Questions

Email shop@lauzonmusic.com or call (613) 725-1116 and talk it through with us. We would rather answer a question before you buy than sort out a return after.