We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Authorization Request

To begin, please read below, then use the form to request a Return Authorization number. We will process your request and respond within **1-3 business days**. After mailing back, please allow standard shipping times and up to an additional **5 business days** for the return to be processed by Kizai Music staff.

Types of Returns

LIKE NEW RETURNS
- Eligibility: Items must be in "like new" condition and returned within 30 days of purchase. Packaging must also be in like new condition.
- Restocking Fee: A 15% restocking fee applies. For high-value items, the maximum restocking fee is $5, plus $1 per additional item.
- Credit Issued: In-store credit (Gift Certificate) will be provided for returned items.
- Shipping: Customers are responsible for securely packing items to prevent damage during return shipping.

DEFECTIVE ITEMS
- Full refund or credit will be issued for defective items returned within **30 days**.
- Kizai Music will cover return shipping costs for defective products.
- By default, in-store credit (Gift Certificate) will be issued but refunds are available upon request.

INTERNATIONAL SHIPMENTS
- Packages that are refused by the recipient or abandoned at customs/postal offices are not eligible for refunds unless they are returned to our facility.

Regulations

30-Day Freshness Policy
- Strings must be unopened and returned within 30 days to ensure freshness for all customers.
- Kizai Music stores all strings in a climate-controlled environment and rotates stock regularly.

No Returns Policy
The following items are not eligible for returns:
- Downloads
- Opened DVDs or CDs
- Guitar sleeves (due to skin contact)

String Breakage & Intonation Issues
- Strings that immediately exhibit unreasonable defects under normal use may be returned as defective.
- Over time, string breakage, poor intonation, or unplayability can occur naturally due to tension and wear—these are not considered defects.
- Intonation issues caused by mismatched strings and instrument variables cannot be refunded or exchanged.
- Frequent string breakage may indicate instrument imperfections; we recommend consulting a qualified luthier.

We appreciate your understanding and cooperation with our return policies. If you have any questions or need further assistance, feel free to contact us!