Returns & Refunds Policy

Last updated: October 4, 2026

If your instrument is not right for you, you can send it back. This policy explains how long you have, who pays for shipping, and how and when you are refunded.

Return window: 30 days from delivery
Return shipping: Free, prepaid label
Restocking fee: None
Refund: Original payment method

30 days to return

You have 30 calendar days from the date of delivery to request a return. For example, if your order is delivered on March 15, contact us by April 14. You do not need to give a reason, though it helps us if you do.

Return shipping is free

We pay for return shipping. Once your return is approved we email you a prepaid shipping label, or arrange a freight pickup for the largest instruments. There is no restocking fee.

Condition of returned items

The item must be in the condition you received it, apart from normal handling to try it out
Include everything that came in the box: power adapter, pedals, music rest, stand parts, bench, manuals and hardware
Pack it in the original carton and packing material, so it travels safely. Please keep the carton during the return window.

If an item comes back damaged by misuse, or with parts missing, we may reduce the refund by the cost of the damage or the missing parts. We will tell you the amount and the reason before we issue it.

How to start a return

Email support@benmos.shop or call (503) 661-3726 with your order number and the reason for the return
We reply within one business day with a return authorization and a prepaid label
Pack the item, attach the label and hand it to the carrier within 7 days of receiving the label

Please do not send an item back without a return authorization. We cannot match an unannounced package to your order, and your refund will be delayed.

Refunds

We inspect returned items within 3 business days of receiving them and then issue your refund to the original payment method. We refund the full price you paid for the item, including any sales tax. We email you when the refund is issued.

Your bank or card issuer may take 5–10 business days to show the refund on your statement. If it has not appeared after 10 business days, contact us and we will send you the refund reference to give to your bank.

Damaged, defective or incorrect items

If your order arrives damaged, does not work or is not what you ordered, contact us within 7 days of delivery with your order number and photos. You choose between a replacement and a full refund, and we pay the shipping both ways. A defect that appears later is covered by the manufacturer's warranty; see our Warranty page.

Exchanges

To exchange an item for a different model, return it for a refund and place a new order. This is the fastest way to get the instrument you want.

Cancellations

You can cancel an order for a full refund any time before it ships. Email support@benmos.shop or call (503) 661-3726 with your order number. If the order has already shipped, use the return process above.

Refused deliveries

If you refuse an undamaged delivery, we treat it as a return and refund you in full once the instrument is back with us.

Returns after 30 days

We cannot accept a return requested more than 30 days after delivery. If the instrument has a defect, the manufacturer's warranty still applies; see our Warranty page.