At Music Direct our message has always been clear: It's the music that matters! As the leading retailer of high-end audio products, we stand behind the quality of our goods with a 60-day satisfaction guarantee.
What if there is a problem with my order?
If you have any problems with an order, the first thing to do is to contact customer service. You can call anytime during business hours at 312-433-0200 or email at mdcustomerservice@musicdirect.com. From there, we'll be able to get any problems solved as quickly and easily as possible.
What if I receive a defective or damaged product?
In the event you receive a damaged or defective product, contact us at 312-433-0200 or email at mdcustomerservice@musicdirect.com and we can begin the return or replacement process. Please note we have a few different ways we handle returns based on what type of product you have.
What if I simply do not like the hardware item or accessory I purchased?
If you are simply unsatisfied with your purchase or you do not like the sound/performance, Music Direct will be happy to accommodate a return request. We do ask that the customer covers the return shipping cost in this scenario. Please note: Music Titles are only returnable for damaged or defective reasons.
Equipment and Accessory Returns
Music Direct offers a 60-day satisfaction guarantee on most equipment and accessories (excluding fluids, pastes, aerosols, custom cut speaker cable, computer software, etc., and special order items, none of which are returnable). If you wish to return equipment or accessories, you'll need to contact us at 312-433-0200 or email at mdcustomerservice@musicdirect.com and we'll issue you a Return Authorization Number or RMA#.
(See our complete phono cartridge return policy)
To process returns as quickly and efficiently as possible, you'll need to request an RMA# within 60 days of the purchase date and we must receive the returned items within 15 days of issuing the RMA#.
Here's a quick checklist of everything we need to ensure your exchange or credit is processed as quickly as possible:
- Please write the RMA# number on the outside of the shipping box (not the original product box).
- Items must be returned in the condition they were received, including all accessories, documentation and packaging materials.
- If your package was originally shipped double-boxed, please return the unit(s) double-boxed.
- The product should be packed in the original product box with the UPC codes intact.
- Your package must arrive in resalable condition.
- Please use a shipping method that is trackable and insured, such as FedEx or UPS. When returning a product, Music Direct is not responsible for lost, stolen, or damaged packages in transit. Music Direct is also not liable for any uninsured packages.
- Note: Damaged, cosmetically dinged, or items missing original accessories may be subject to a restocking fee.
- Excessive equipment or accessory return requests may result in restocking fees or restriction of equipment purchases.
International Equipment and Accessory Returns
Due to the extreme cost of shipping products internationally, should you receive defective equipment or accessories, Music Direct is not able to provide return shipping of the item. All costs related to shipping an item for return to and from Music Direct will be the financial responsibility of the customer.
A note to international customers
If you have purchased a powered hardware product please know that Music Direct sells products which are meant to be used in the USA on a 120VAC/60Hz circuit. If you are not in the USA, it is your responsibility to ensure that the unit receives the proper voltage via a step up and/or step down voltage converter. Using this device on a voltage or frequency that is not 120VAC/60Hz may cause damage to the unit and greatly increases the risk of bodily harm or even fire. Music Direct cannot be held responsible for damage to a unit that is not used on 120VAC/60Hz. Music Direct will also not be able to provide you with warranty service or a replacement unit.
Trade-Up Program Returns
Please note that once Music Direct receives your trade in, we consider the trade in final and the original item is not returnable. Music Direct reserves the right to dispose of your trade-in at any time after receipt and will not be liable for refunding for a traded-in unit. Please call and speak to an audio consultant for more information on how the trade-up program works.
Music Returns
Should you receive a defective or damaged LP, Music Direct will be happy to help with an even exchange of the title or a return for store credit to be used towards a future purchase. Simply contact us at 312-433-0200 or email at mdcustomerservice@musicdirect.com and we'll issue you a Return Authorization Number or RMA#. To process returns as quickly and efficiently as possible, you'll need to request an RMA# within 60 days of the purchase date and we must receive the returned items within 15 days of issuing the RMA#. Excessive LP return requests for minor flaws may result in restocking fees or restriction of LP purchases.
Domestic Music Returns
In the unfortunate event you receive a damaged or defective vinyl LP, Music Direct will replace the damaged items at our expense, including return shipping to us via USPS. Please package vinyl LPs to be returned in their original packaging. We ship all music replacements via USPS as well. Please note that only 1 return label per order will be provided, so you are responsible for checking all music in each order before requesting an RMA.
International Music Returns
Due to the extreme cost of shipping products internationally, should you receive a defective music title, Music Direct is not able to provide return shipping of the item. All costs related to shipping an item for return to and from Music Direct will be the financial responsibility of the customer, however, exchanges can be sent with future orders an no additional cost.
Is there anything that's non-refundable?
One-time use items like: Cartridge alignment tools, cleaning fluids, stylus force gauges, record brushes, computer software, etc are non-refundable. Special order items and non-damaged or defective music titles are non-refundable as well.
