We highly value the customer experience and strive to provide an excellent shopping experience. Drawing upon our extensive experience in shipping precision instruments and their accessories domestically and internationally, we work diligently to ensure orders are delivered as safely and swiftly as possible. Our dedicated shipping and packaging team ensures all instruments leaving our workshop are equipped with bridge protectors and ample packaging so that your instrument is ready to play upon arrival!

If the item arrives damaged or exhibits manufacturing defects, we will repair, replace, or refund it at no cost to you. Please reach out to us within 7 days of delivery and provide evidence of the issue, such as pictures or videos. Additionally, if there are damages or malfunctions due to product quality within the warranty period, we will replace or repair the product for you at no charge! We will cover all shipping costs for return and replacement (excluding international shipping, where international customers will receive the best possible solution based on their specific circumstances). 

Return Policy:

If you're not entirely satisfied with your purchase, you can return the product within 7 days of delivery for a refund. Please contact our customer service team for guidance on the return shipping process.

Unless there's an issue with the product, you'll be responsible for the return shipping costs. After the return is processed, the shipping fee will be deducted from the refund amount.

To qualify for a product refund, the returned item must be in its original packaging and condition, showing no signs of wear or misuse, and include all accompanying materials such as boxes, straps, strings, certificates, and any other accessories shipped with the product. Refunds will be issued using the original payment method.

• Certain non-returnable items are excluded.

Non-returnable Items:

We do not offer refunds for opened or used items such as cleaners, polishes, rosin, strings, earplugs, polishing cloths and cleaning kits, as well as explicitly marked non-returnable clearance items.
Items returned with significant damage, parts missing, or deemed unsellable will not be eligible for a refund.

How to Return:

1. Email support@IUEStrings.com, providing your order number and listing the products you wish to return.
2. Await for our contact and review of the return.
3. Ship the package back to us following the provided instructions.
4. Upon receiving the returned item, we'll inspect, verify, and process the refund within 72 hours. 

Refused Delivery:

If you refuse delivery, miss a delivery appointment, or provide an inaccurate/unreachable address, it will be considered a refused delivery. If the product is refused upon delivery for any reason (except obvious signs of damage), you'll be responsible for the shipping and return costs, which will be deducted from the order amount after the product is returned.