Return and Exchange Policy
FCNY is proud to offer free, in-home trials for all domestic clients. Those buyers interested in setting up a free trial can contact one of our Resident Flutists directly. After a trial has occurred, there are no refunds or exchanges since the buyer has had the opportunity to raise any concerns. For instrument purchases made on our website, we offer a 7-day return window (see return address below). Normally, if the flute purchased is simply not "the one," we encourage clients to allow one of our Resident Flutists to assist him/her in exploring any other options we have available.
Additionally, all instruments and accessories that are custom-ordered from a manufacturer are strictly non-refundable, as we are required to formally commission the instrument's production. Please note that normal production for a custom instrument can take 4-6 months. Once the instrument is ordered from the manufacturer, there can be no refunds or exchanges whatsoever - this flute is being built custom for you! We encourage you to purchase our in-stock flutes if you are uncomfortable with buying a flute purely "on specification."
We will accommodate an exchange of goods if the exchange is initiated within 7 days of delivery. All exchanges must meet the following conditions:
1) The instruments to be exchanged must both be new instruments.
2) Used instruments are not subject to any returns or exchanges once the payout has been processed.
3) The item to be exchanged must be returned in the same condition in which it was sent.
Only regular priced items may be refunded or exchanged. Unfortunately, sale items cannot be refunded for any reason, including condition. All sale items are sold in as-is condition.
We only replace new items if they are defective beyond the scope of our warranty. Adjustments are normal and necessary over the life of any instrument, and routine maintenance is not grounds for replacing a new instrument. Used flutes are sold as-is, and no guarantee is made as to its condition or playability, or to the condition of its pads, springs, screws, parts, etc.
To return your product, you should mail your product to:
Flute Center of New York
307 7th Avenue #401
New York, NY 10001
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.