Refund policy
Standard return policy
If you are not completely satisfied with your purchase, you may return the product(s) within 30 days of delivery for a refund. Contact our customer service team contact@forte3d.com or by calling (267) 437-7760 Unless there's an issue with the product, you are responsible for return shipping costs. In order to get a product refund, returned items must be in the original packaging and condition - showing no signs of wear or abuse, and be complete with all included materials such as cases, straps, strings, certificates, and any other materials that initially shipped with the product(s). Refunds are issued to your original form of payment only.
How can I cancel or change an order I just placed?
If you just placed an order, and for any reason changed your mind and would like to cancel or make a change, we have a small window to do so. For any order cancelation/change requests, we recommend calling us as soon as possible at (267) 437-7760.
We work our hardest to ship your order as quickly as we can. If you are not able to cancel or make changes on time, we can help you find a solution.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on any final sale items, demo unit cellos, or gift card purchases.
International Returns
Internationally shipped items can only be returned/refunded on a case-by-case basis. If an item is returned and is in resellable condition, we will refund the cost of the item. Refund of shipping fees is only possible in a situation where we are at fault (e.g. we shipped to an address other than the given address).
How to Return an Item
To complete your return, please reach out to contact@forte3d.com
Please do not send your purchase back to the ‘sender address’. Detailed information will be sent to your email once the return application has been approved. If you send the product back without an RMA ticket, the shipment will be rejected and you will not qualify for a return. There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Any return shipping costs are associated to the customer and will not be reimbursed unless by special arrangement. We recommend having the item tracked, as if the item does not arrive or is lost on the way back to us, a refund will be void (as it has never been received). Additionally, there is a 10% restocking fee on cellos and 20% fee on any accessories.
The customer is responsible for shipping the product back. A return label will never be provided by Forte3D, but in special arrangements, depending on the reason for the return, we may reimburse you for the shipping costs.
Refunds
Before returning please contact the customer support team at contact@forte3d.com or by calling (267) 437-7760 to assist you with the Unique RMA Code for the return order. We will not accept liability for any goods returned directly without a Unique RMA Code. Refunds Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Refusal of Delivery
If you refuse a delivery, miss your delivery appointment(s), provide an inaccurate/non-deliverable address, it is considered Refusal of Delivery. If an item is refused upon delivery for any reason other than showing obvious signs of damage, you are responsible for both outgoing and return shipping cost. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@forte3d.com.