Our goal is your total satisfaction.
If you’re not satisfied, neither are we. If for any reason you’re not completely satisfied with your purchase, simply return it in its original condition within 10 days of purchase (see Limitations and Exceptions to 10-day Return Period below) and we’ll give you a full refund of the purchase price, excluding shipping and handling charges. It’s that simple. You must have a return authorization code in order to return items by mail. Returned items must be in original, brand-new condition and show no signs of wear or use including, but not limited to, belt-buckle or pick scratches, scuffs, dings or scrapes on the instrument or collateral materials. Items must also include all original packaging, manuals, warrantees and accessories or your return may be subject to a return handling charge or a minimum 15% re-stocking fee for returns that are not in original brand new condition. Items with excessive wear or damage may be subject to a disqualification. Your refund will be promptly processed when we have confirmed that your returned item meets these requirements.
Returns of the following products must be made within 3 days of purchase – Vintage instruments
The following products cannot be returned – Clearance items, consignment sale items, items identified as non-returnable, discontinued items, Apple hardware, computers, opened software, electronic software downloads, books, CDs, videos, vinyl records, turntable cartridges, tubes, in ear buds, earplugs and in ear monitors, fog fluid, harmonicas, cleaning products, demo gear, special orders -- both custom/special orders and items we don’t stock
Items purchased in-store or online can be returned to our store. Just bring a copy of your order confirmation email or the packing slip you received with your order. Credit will be issued immediately. If you return your product in-store, you can avoid paying return shipping charges.
Our return policy is in place to ensure our customers don’t get stuck with the wrong piece of gear. We may, in our sole discretion, limit or suspend return privileges for customers who abuse or attempt to violate our return policy through practices including, but not limited to, excessive returns, attempts to return items that are no longer in brand-new condition, etc.
Refunds for cash purchases over $50.00 will be made by check.
Special or Custom Orders require a non-refundable deposit of 25% of the purchase price, with the balance due at time of pick up. Special Orders which have not been picked up after 30 days will be released into the store to be sold. Some Custom Orders, such as custom printed drum heads, guitar picks, etc. must be paid for in full in advance. Refunds on these custom orders are not available unless the item is defective.
There are no fees and deposits are 100% refundable for layaway items. Layaways require a minimum deposit of 25% of the purchase price, with 60 days to pay the balance and pick up. Layaways that have reached 60 days are subject to cancellation. The item(s) will be released and the deposit will be placed as a fully refundable credit on account in your name. Some items may not be available for layaway.
When you purchase any instrument from us, you are automatically registered for our trade up policy. No matter how long you keep the instrument, if you are registered as originally purchasing the instrument from us, you can trade up the instrument and receive the full price in credit toward any instrument that is double or more in price.
For example... You buy a guitar for $150 and give it to your son, who wants to be a rock star. You sign him up for lessons at the store and after two years he progresses to where he needs a new guitar. The next guitar you purchase for him at our store is, say, $500. We take in your $150 guitar in trade and because you originally purchased it from us (and the next guitar is more than double the $150 guitar), we give you $150 in credit lowering the purchase price of the $500 guitar to $350.
So, in summary, purchase an instrument from us, make sure the next instrument you purchase from us is double or more in price, and we give you a full trade up credit of the original instrument’s price. It does not matter how long you’ve had the instrument. That's the IMG difference!