Refund policy

Satisfaction, Return, and Refund Policy

Your Total Satisfaction is Our Priority!

If there is a problem with your order, the first step is to contact us. Our goal is your total satisfaction. We will do our best to take care of any issues or concerns you may have.

Contact Us:

• Phone: + (956) 904-4490
• Email: sales@hermes-music.com

Time Limit and Return Conditions

If you decide to return an item, the time limit is 14 calendar days after the delivery date of your product.

For a return to be accepted, the item must meet the following requirements:

1. Be in the same condition it was received (unused).
2. Be in the original packaging and must not have any writing on the original box.
3. Include all original accessories and literature (manuals, warranty cards, etc.) in the same condition they were received.
4. You must provide proof of purchase or the order number.

All returns begin by contacting Hermes Music.

1. Request your return.
2. Paste the shipping label to the shipping box (please, do not write on the original product box).
3. Ship your item to the following address:

Return Address: Hermes Music attn. returns 401 S Broadway St McAllen, TX 78501

Non-Refundable Items (Exclusions)

While we maintain a fair return policy, there are certain items that cannot be returned:

• Special orders or customized items.
• Overweight items.
• Discontinued or liquidation products.
• Used products, such as: cymbals, and personal items (headphones, harmonicas, instrument nozzles, etc.).
• International orders.

Refunds, Credit, and Restocking Fees

Once we receive and inspect your returned item, the process for a refund, credit, or restocking fee will depend on your original payment method:

Payment Method	Refund Amount	Restocking Fee Applied	Store Credit / Exchanges
Purchased with Klarna	100% of the item price.	ZERO (0%). Not applied.	No direct exchanges or store credits are permitted. Returns are processed as a full refund, requiring a separate new purchase.
Other Payment Methods	Store Credit OR partial refund of the item price.	20% of the purchase value. This percentage may decrease based on the item's verified condition.	You may choose to receive store credit OR request an exchange.

Important Notes:

• If your purchase qualified for free shipping, the original shipping cost (which we absorbed) will be deducted from your credit or refund amount.
• Exchanges: If you request an exchange using a payment method other than Klarna, we will ship your exchange item after the returned item has been inspected and meets all requirements.

Specific Policy for Purchases Made via Klarna

IMPORTANT: If your purchase was financed through Klarna, the following mandatory conditions apply to your order, superseding our standard policy regarding fees and credits:

1. Restocking Fees: For all approved Klarna returns, we will not apply the 20% restocking fee.
2. Store Credit and Exchanges: We cannot issue store credits or process direct exchanges for Klarna purchases. The only outcome for an approved return will be a 100% refund of the item price back to your Klarna account/original payment method.