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.
Cartridge manufacturer warranty exchange (within the manufacturer's warranty period but outside of Music Direct's 60 day return period)
In the event of cartridge failure which is believed to be caused by a manufacturing or material defect and the cartridge was purchased within the manufacturer's warranty period, the manufacturer will replace the cartridge under warranty.
Here's What Happens Next:
- The customer will be sent a replacement cartridge of the same model upon confirmation that the manufacturer will replace the cartridge under warranty.
- The customer may alternatively purchase an advanced replacement cartridge of the same model with the possibility of reimbursement upon confirmation that the manufacturer will replace the returned cartridge under warranty.
- In the event that the cartridge failure is believed to have been caused by handling or wear and tear, the customer may trade the cartridge in for a 20% discount toward any new cartridge purchase.
Please contact Music Direct Customer Service with the serial number of the cartridge (and/or the serial number of the turntable if the cartridge was included as part of a turntable SKU) and the original order number to obtain return authorization.
PLEASE NOTE: The customer is responsible for covering the cost of return shipment to Music Direct.
New cartridge that is factory sealed (within 60 day return period)
A factory sealed cartridge may be returned within the standard 60 day return period. Upon receipt the condition of the seal will be evaluated by Music Direct. If the seal is intact and the condition of the packaging would allow the cartridge to be resalable as "new", the customer will receive a full refund or full exchange value.
New cartridge that customer does not like (within 60 return period)
If a newly purchased cartridge is functional but not satisfactory please contact Music Direct Customer Service with the serial number of the cartridge and the original order number to request return authorization. Upon receipt the cartridge will be evaluated in-house to determine its condition and salability.
Here's What Happens Next:
- If the cartridge is considered to be resalable, the customer may receive a full or partial refund (or exchange value).
- If the cartridge is not considered to be resalable, the customer may trade the cartridge in for a 20% discount toward a new cartridge purchase.
PLEASE NOTE: If the return is authorized, the customer is responsible for covering the cost of return shipment to Music Direct.
Newly purchased cartridge is defective (within 60 day return period)
If a newly purchased cartridge is found to be defective upon initial unpacking (in the case of a cantilever defect) or installation (in the case of a signal continuity issue), contact Music Direct Customer Service with the serial number of the cartridge (and/or the serial number of the turntable if cartridge was included as part of a turntable SKU) and the original order number to obtain return authorization.
A call-tag will be issued for return shipment to Music Direct, the cost of which may be deducted from the customer's refund if the cartridge is found to be fully functional or if damage is believed to have been caused by the end user.
Upon receipt the cartridge will be evaluated by Music Direct (if one or both channels are not passing signal) and if necessary will be sent to the manufacturer for warranty inspection (in cases of defective cantilever, stylus, or construction).
Here's what happens next:
- If the cartridge is deemed to be defective by Music Direct and/or the manufacturer, the customer will be sent a replacement cartridge of the same model or receive a full refund or exchange credit.
- The customer may alternatively purchase an advanced replacement cartridge with the possibility of reimbursement upon confirmation that the manufacturer will replace the cartridge.
- If the manufacturer denies the warranty claim, the bad cartridge may be traded to Music Direct for a 20% discount on a new cartridge purchase.
A few things to know:
- Damage to a cantilever or cartridge body caused by handling while in the customer's possession will not be considered legitimate grounds for a return or exchange.
- The customer is responsible for properly repackaging the cartridge for return shipment and insurance of the package is also recommended. Music Direct will not be liable for damage incurred during return shipment due to poorly executed packing or parcel carrier abuse.
- Non-defective opened cartridge exchanges are only accepted at Music Direct's discretion as a customer accommodation. Multiple cartridge exchanges will not be allowed.
- Please allow 4-6 weeks for completion of these processes.
- The cartridge return policy, as stated, is subject to change without notice.
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.
- Damaged, cosmetically dinged, or items missing original accessories may be subject to a restocking fee.
