Policies

Price matching:

• If you find a lower advertised priced at another retailer, show it to us and we will gladly match their price*. (please bring print or online flyers for us to verify). (Some conditions apply - excludes online-only/unauthorized dealers/out-of-province/out-of-country stores). *Excludes sale, clearance, closeout, liquidation, black friday, and boxing day prices. Excel Music reserves the right to decide whether or not to match the price of a competitor based solely on their own discretion.

Returns & Exchanges: 7 days

Details:

• Acoustic Pianos: Final Sale. Certain pianos come with free tuning, delivery, and warranty. Please contact store for details.
• Accessories: Return (minus a 10% restocking fee) or exchange within 7 business days with original receipt/invoice. Item must be unused and sealed in original package to be eligible. Defective items (excluding wear and tear or accidental/intentional damage) will be exchanged or given a store credit to use.
• Final Sale Items: Wind Instruments, print music, CD’s, software, ear plugs, earphones, clothing, musical gifts, jewellery and any items marked “final sale” or “clearance” are final sale and not eligible for returns or exchanges.
• Guitars, Ukuleles, Violins, Cellos, Digital Pianos and other small instruments: Eligible for return (minus a 10% restocking fee), exchange or store credit within 7 business days. Items must be returned in unused new condition in original packaging with all manuals, warranty cards and accessories inside. IMPORTANT - Please DO NOT register warranty with the manufacturer or you will not be able to return the item. Excel Music will happily assist customers with warranty claims on defective instruments if applicable.
• Online and Shipped Orders: Online and shipped orders will only be eligible for return (minus a 10% restocking fee) within 7 business days of receiving the product. Please contact [email protected] to start the return process. Once approved, the customer is required to send the item back and provide us with a tracking number. The customer is also responsible for the return item’s shipping fees. Items must be returned in unused new condition in original packaging with all manuals, warranty cards and accessories inside. IMPORTANT! - Please DO NOT register warranty with the manufacturer otherwise you will not be able to return the product. Upon inspection, Excel Music will refund the original amount paid minus the mandatory 10% restocking charge if the item meets our return requirements.
• Orders Shipped Outside of Canada:  Orders from destinations outside of Canada are Final Sale and cannot be refunded or exchanged. Excel Music will assist with warranty claims if applicable.
• Special orders items: Final Sale. Special orders placed online must be paid in full at time of purchase. Special orders placed in-store require a 50% deposit with the remaining 50% to be paid upon arrival of item.

PLEASE NOTE:

• All items eligible for return will be subject to a 10% restocking fee.
• Please DO NOT register the warranty unless you have decided to keep the product otherwise you will not be able to return it.
• All orders shipped to destinations outside of Canada are final sale.
• Excel Music reserves the final decision to refuse returns or give exchanges based solely on their own discretion.