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Sales and Return Policy

Purchases After Trial

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.

Website Purchases

For instrument purchases made on our website, we offer a 7-day return window. Normally, if the flute purchased is simply not "the one," we encourage clients to allow one of our Resident Flutists to assist them in exploring other options we have available.

Custom-Ordered Instruments

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."

All taxes, fees, customs, and shipping charges for international orders are non-refundable in all circumstances. 

Pre-owned & Unique Instruments

Flute Center of New York is proud to be the world's largest marketplace for pre-owned instruments. By their very nature, these items are unique, one-of-a-kind instruments that are subject to our Trial Program and Sales Policies. Any pre-owned instrument purchases made via our website or with our sales staff will be fulfilled immediately after any existing trials are completed and the instruments are returned to FCNY. Please note that FCNY will grant the trialing client the right to purchase any unique item from their trial, even if another buyer has made a purchase online in the interim. If the unique item is purchased by the trialing client, the online buyer may elect to either use their payment to purchase any substitute instrument in our inventory, or they may request a full refund. FCNY is not responsible for any client-side credit card or transaction fees, currency exchange rates, interest accumulation, or any other financial ramifications to placing an order. All refunds will be made in US Dollars and will be refunded via the same method used to make original payment.

Liquidation Items

All Liquidation items are sold as-is, with no warranty or guarantee of playability or condition. Liquidation items are not eligible for trial. All sales are final and returns will not be accepted. Please contact us with any specific concerns you have before ordering.

 Accessories

Accessories, including but not limited to cases, bags, flute care products, and Woodify products are not eligible for return or exchange. Defective merchandise may be returned for exchange within 7 calendar days of the original invoice date for replacement with an identical item, but must be unused and in original packaging to be eligible for return. Lefreques are eligible for return/exchange within 7 calendar days of the anticipated delivery date. To be eligible for a return or exchange, the Lefreque(s) must be unused and in the same condition that you received it, including the original packaging. To initiate a return of a Lefreque, please contact us. 

Sale items
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. 

Replacements
We only replace new items if they are defective beyond the scope of our standard service guarantee. 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.

Exchanges

We will accommodate an exchange of goods for instruments 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.

4) The item must be eligible for return.

 

Initiating a Return

To initiate a return or exchange, please contact info@flutecenter.com or call 212-307.9737. All returns and exchanges must include a completed RMA Form.  Returns and exchanges sent without a completed RMA Form are subject to delays. Click here to download the RMA Form. 
To return your product, ship it 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. All shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 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. The time it may take for your exchanged product to reach you may vary by location.

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