Return & Refund Policy

Resonatta is a marketplace, so returns are handled between you and the seller who shipped your instrument. We provide the tools to request and track a return, and we step in when things stall.

Sellers set their own return windows, shown on each listing. Where a seller has not set one, the default is 14 days from delivery.

Instruments must come back in their original condition — unplayed beyond a reasonable test, undamaged, and with any case, mallet, stand or accessory that came with them. Returns arriving in worse condition may be refunded only in part.

Open a return request from your order in the platform rather than by email, so there is a record. The seller has 3 days to respond. If they do not respond within that window, Resonatta may issue a refund at its discretion.

Custom builds and made-to-order instruments are non-refundable unless the instrument arrives defective or materially different from what was agreed. These are clearly labelled at the point of purchase.

Return shipping is the buyer’s responsibility, unless the item was not as described, arrived damaged, or the wrong item was sent — in those cases the seller covers it. Use a tracked, insured service; instruments are fragile.

Refunds go back the way you paid. Card payments are refunded to the original payment method and typically appear within 5–10 business days. Any Resonatta credit used in the purchase is refunded as credit, keeping its original expiry date. Where an order was paid partly by card and partly by credit, the refund is split proportionally across both.