Refund policy

To request a return, exchange, or refund, go to myaccount.houghtonhorns.com (or click the icon of a person in the upper-right corner of the website) and log in with the email address you used when you placed the order. Click over to the Orders screen and open the order. Click "Request Return". A staff member will review your return request and respond by the next business day.

If you have any issues with the automatic returns process, please contact us at sales@houghtonhorns.com or 817-993-6400 and we can manually process it for you.

 

 

1.0    RETURN, EXCHANGE, AND REFUND POLICY

UPDATE MAY 12, 2025: Unfortunately, due to the tariff situation, we cannot offer returns, exchanges, or refunds to international purchases at this time.

1.1    The customer is required to report shipping damage to any items, missing items, or incomplete items immediately upon receipt.

1.2    Most item(s) sold within the United States are granted a fifteen-day return policy. (See exceptions below.) Fifteen days after the customer’s receipt of the item, the customer is obligated to either return the item(s) with proof of purchase (at the customer’s own expense) or the sale will be considered final. Houghton Horns LLC (“Seller”) must approve the return request sent via the website before the customer sends the item(s) back. Items must be sent back with all original packaging.

1.3    If the item(s) is returned in accordance with this policy, Seller will process a refund after it is inspected and declared to be in the same condition in which it was shipped to the customer. A $5 cleaning fee will be deducted from a mouthpiece refund. If the free shipping option was utilized, Seller’s shipping and handling costs will be deducted from the refund. The customer is responsible for any damage that may have occurred in transit back to Seller. Seller encourages the customer to pack the item(s) up carefully before shipping; the customer may pay to include insurance with the return label upon request.

1.4     New French horns, trumpets, trombones, mouthpieces, and accessories over $75 sold within the United States qualify for free shipping in the “lower 48” states. Thein instruments; tubas; other large, bulky instruments; and pre-owned instruments do not qualify for free shipping promotions. The customer will not originally be charged for the initial shipping charges unless an expedited service is chosen. If the customer chooses to return an item, they must notify Houghton Horns within the return period. A return label will be provided electronically for the customer to print out and use to return the item in its original packaging. If the customer chooses to use another service to return the item, no reimbursement will be provided. The outgoing and inbound shipping costs will be deducted from the customer's refund. The customer is responsible for any damage that occurs in return shipping. Free shipping promotions are limited to three free shipments per product category within a three-month period.

1.5    Item(s) ordered, shipped, or carried outside of the United States of America are not eligible for return, refund, or exchange. Shipping, import taxes, duties, and customs fees will not be refunded. In addition, if Houghton Horns LLC is charged any unexpected taxes, duties, or customs fees during the shipment of any item for any reason, those charges will be charged to the customer.

1.6     No returns will be accepted, nor refunds given for item(s) upgraded or customized by seller at the request of the customer.

1.7     No returns will be accepted, nor refunds given for item(s) upgraded or customized by the customer or at the customer’s direction by another individual or business.

1.8      No returns will be accepted, nor refunds given for item(s) that have been taken to another business for service without the authorization of seller.

1.9     No returns will be accepted, nor refunds given for item(s) that have been special ordered at the request of the customer.

1.10     No returns will be accepted, nor refunds given for maintenance accessories (cleaning snakes, polishing cloths, oils, rotor bumpers, rotor string, etc.).

1.11     No returns will be accepted, nor refunds given for stretched and/or deformed leather products such as hand guards, straps, or BrassWitches.

1.12     No returns will be accepted, nor refunds given for print and recorded media (including sheet music).

1.13     No returns will be accepted, nor refunds given for clothing that has been stained, worn, or washed.

1.14     No returns will be accepted, nor refunds given for hygiene items such as face masks or bell covers.

1.15     Item(s) that show any signs of use (scratches, dings, dirt, etc.) may be subject to an additional restocking fee of up to 50%.

1.16     The customer is responsible for abiding by the terms and conditions of any financing contract signed with a third-party financial institution such as Affirm, First Financial Bank, Synchrony, or the Musician’s Federal Credit Union. Even if the item(s) are returned within the 15-day return period, the customer may be responsible for any payments, interest, or other fees that accrued during the duration of their financing contract with the third party.

1.17 Our return policy exists to ensure our customers don’t get stuck with the wrong equipment. At our sole discretion, we may limit or suspend return privileges for customers who abuse our return policy through practices including, but not limited to, excessive returns, attempts to return items that are no longer in brand-new condition, attempts to return items after the return period, and so on.