(effective August 14, 2025)
Cancelations and Returns Policy
Cancelation and Return Policies for all purchases and transactions with The Brasswind Network LLC (effective August 14, 2025)
Thank you for shopping with us. We are committed to ensuring your satisfaction with every purchase. Please read our cancelations and returns policy carefully to understand how cancelations, returns, and refunds are processed.
Rentals
Rentals are renewed according to the individual rental agreement. Rentals can be canceled at any time before the next payment is due. A shipping label and packing instructions will be provided for the instrument return, and it is up to the renter to package and ship the instrument on or before the end of the paid rental cycle. Failure to do so will result in late fees as laid out the rental agreement.
Services and Custom Items
All services, as well as all items which are made for, modified for, or include services for the client, are non-refundable. Additionally, services and custom items may not be canceled once labor begins. All cancelations for custom items or services will be refunded according to the item's cancelation policy.
Custom items may not be returned and are considered final sale, even if the item does not specify this in the listing.
Purchases
Cancelation Policy
We understand that circumstances may change, and you may need to cancel your order. Our cancellation policy is designed to be straightforward and fair to all parties involved:
Cancellation Request Window: You can request a cancellation of your order at any time before your item is packaged and shipped. Unfortunately, once the packaging and shipping process has commenced, cancellations cannot be accommodated and your order will be shipped as planned.
Refunds and Fees: Accepted cancellations will be refunded to the original payment method. However, please note that all refunds are subject to a 5% transaction fee. This fee is applied to cover the costs associated with processing your order and refund. The refund will only be issued after the item is successfully received and inspected by The Brasswind Network LLC.
No Exceptions: The 5% transaction fee applies to all cancellations, regardless of the reason. We are committed to transparency and consistency in our cancellation process.
Return Eligibility
If there is an issue with your order, you have 72-hours from the time of delivery to notify us; please see the Exceptions section below.
You have 14 days from the date of delivery to request a return. Please ensure that your item is eligible for return before proceeding.
Some items are not eligible for returns; please see the Exceptions section below.
Return Process
Read The Returns/Refunds Policy: Most returns include non-refundable fees. Please read through the entire policy to understand the refund procedures, rules, and reasoning.
Submit Return Request: Contact our customer service team via email within 14 days of receiving your order to initiate a return. Provide your order number and the reason for the return.
Return Approval: Once your return request is reviewed, you will receive a return approval notification via email. You will then have 8 days to ship the item back to us from the date of the return approval. Once your item is shipped, you must provide a tracking number in order for your return to be marked as on-schedule.
Shipping: You must provide your own return label to the given address. You must send the item back within the stipulated 8-day period. Please ensure the item is securely packed to avoid any damage during transit, and you must purchase shipping insurance or assume the risk of all items damaged/lost during transit. We are not responsible for any items lost or damaged during the return process.
Refund Policy
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Refunds are processed for the amount paid minus the cost of any repairs or damages identified during the inspection.
An 18% restocking fee (of the original sale price before tax) will be deducted from your refund to cover the costs associated with the initial sale and return inspection/relisting.
Refunds will be issued to the original method of payment and may take up to 7-10 business days to process.
Exceptions
Certain items have modified cancelation or return policies, which will indicate this in the description on the item listing.
Items indicating "FINAL SALE" in their item description are not eligible for return once delivered.
Items must be returned in the condition in which they were received. Items that are damaged or altered are not eligible for a full refund.
Items that were received from The Brasswind Network that are not-as-described, or items that were damaged in transit to the customer, must be reported within 72 hours of item delivery, and will be made whole by The Brasswind Network. If the 72-hour window is missed, then the item is to be treated as any other standard return with all applicable fees.
Billing and Taxes
We are authorized and required to collect taxes in the state of Colorado. However, our online platform has some limitations, so we are only able to collect a blanket tax-rate for the whole state. Because of this, we charge a little below the average sales-tax amount, and we make up the difference on our end. And, best yet, if your tax rate in your area is lower than what's listed at checkout, then you can request a human-reviewed invoice to pay only what your tax rate is. And if you choose to purchase without having to wait for this, then we will refund you any taxes we overcharged.
If you live in any other state, we are actually not allowed to collect taxes on the sale without a license. This means that the tax responsibilities are different for us and for you. It varies by state as to whom the tax responsibilities lie on.
Contact
Our most up-to-date contact information can always be found at: https://brasswind.net/contact