Terra Nova Violins Guarantee
At Terra Nova Violins, we pride ourselves on the quality and condition of the products we sell. The satisfaction of our customers is our top priority. If you are dissatisfied with your purchase, please read below for policies and instructions on returns.
Return Policies for Instruments, Bows, and Cases
*Same-day in-store returns can be done for a 100% refund in most cases
Please inspect all items upon receipt for damage or defects. We offer a 14 day return policy on instruments, bows, and cases beginning from the date of your receipt of the item. In absence of any defects with the product, a 10% restocking fee will be deducted from your refund. To be eligible for a full refund:
Items must have a legitimate issue or defect. We must be notified of the issue or defect within 14 days of the receipt of your item.
Items must be shipped back in original condition and include all original packaging. Cases must include any additional items that came with it (backpack straps, keys, pockets, blankets, or any other loose items not attached to case).
If you believe your instrument, bow, or case has a manufacturer’s defect, please call us at 512-640-4072.
Please note that the placement of the soundpost varies from instrument to instrument and therefore any issue you have with the placement of the soundpost does not make the instrument eligible for return.
Please also note that hair tension on bows can change depending on temperature and humidity and, therefore, may fluctuate in the shipping process. Hair tension that you deem too tight or too loose does not make a bow eligible for return. All items are inspected for quality assurance before shipping.
Return Policies for Strings, Rosin, and Other Accessories
All strings, rosin, and other accessories are sold as is and are ineligible for a refund. We inspect these items before shipping to ensure their quality. However, manufacturer defects can be present even if they are not visible to the naked eye.
If you believe your string or accessory is defective, please contact the manufacturer of that product. If you cannot find the manufacturer’s contact information, please contact us at 512-640-4072 and we will provide that information.
Call us at 512-640-4072 to request a return. Please have a convenient phone number and email address at which we can contact you in case we cannot assist at the time of your call.
If your return is authorized, please repack your item(s) with all original packaging, components, and a copy of your invoice. You may ship your return back to us using any shipping method that includes insurance and tracking information. Shipping charges are eligible for return in some cases. Please keep a copy of your return shipping receipt. Without it, you will be ineligible for a shipping cost return.
A refund will be issued via the original payment method used when the order was placed. Please allow 3-5 business days after we receive your items for your return to be processed.
If you suspect your package was damaged in shipping, please retain all packing materials, document the condition with pictures, and keep the item(s) packed. Please contact us immediately at 512-640-4072.