Returns

Quest Musique Returns & Warranty Policy

June 2015, Updated May 2016.

Money-Back Guarantee: We stand behind our products 100%. If for whatever reason you are unsatisfied with your purchase you have 7 days to return it for a full refund. The product must be returned in its original packaging and must be in perfect condition. If you do not have the original packaging or the item is not in brand-new condition, the item may be subject to a re-stocking fee. The condition of the product is determined by a store manager upon the return of the product. Products such as instrument strings, drum sticks and in-ear monitors are not eligible for return. In-ear monitors are eligible for warranty repair or replacement if there is a manufacturing defect. Returns are accepted at both Quest Musique locations in Winnipeg. Online Customers: Your 7 day return window does not include shipping time. Meaning that you can make a return request within 7 days of receiving the product. As long as your return request is filed within the 7 day window, you qualify for a full refund. Please note that Quest Musique does not cover the return shipping costs, however you do have the option to contact us to provide a return shipping label. ALL online return requests must be processed by our shipping department and require an RMA number. Any return shipments without an RMA number will not be accepted and you will not be eligible for a refund. A return request can be made by sending an e-mail to sales@questmusique.com. If you decide not to use our return shipping label, but still request an RMA number, please make sure to fully insure your shipment. If the product is damaged during return shipping, we will not accept the return and you will have to collect shipping insurance from the logistics company.

30 Day Return Policy: Customers can return their purchase for up to 30 days after making the initial purchase for in-store credit to be used towards another product or service provided by Quest Musique. For a full credit, the product must be returned in mint condition and with the original packaging. The condition of the product is determined by a store manager upon the return of the product. Products such as instrument strings, drum sticks and in-ear monitors are not eligible for return. In-ear monitors are eligible for warranty repair or replacement if there is a manufacturing defect. Returns are accepted at both Quest Musique locations in Winnipeg. Online Customers: Your 30 day return window does not include shipping time. Meaning that you can make a return request within 30 days of receiving the product. As long as your return request is filed within the 30 day window, you qualify for a store credit refund. Please note that Quest Musique does not cover the return shipping costs, however you do have the option to contact us to provide a return shipping label. ALL online return requests must be processed by our shipping department and require an RMA number. Any return shipments without an RMA number will not be accepted and you will not be eligible for a store credit refund. A return request can be made by sending an e-mail to sales@questmusique.com. If you decide not to use our return shipping label, but still request an RMA number, please make sure to fully insure your shipment. If the product is damaged during return shipping, we will not accept the return and you will have to collect shipping insurance from the logistics company.

Warranty Returns: In the rare event that your product experiences a malfunction due to a manufacturing defect, you have the option to deal with the manufacturer directly or to bring your product to us and let us handle the warranty process on your behalf. If you decide to bring your purchase back to Quest for warranty, please take note of the following information:

  1. Your product is only eligible for a warranty repair or replacement if the product is covered by the manufacturer’s original warranty.
  2. Accidental damage is never covered by any warranty. Accidental damage can include examples such as:
    1. Not humidifying your instrument, resulting in cracks or warping of the wood.
    2. Under-humidifying your instrument, resulting in cracks or warping of the wood.
    3. Accidentally dropping your guitar into a river, lake or other body of water.
    4. Dropping your guitar on the ground, resulting in one or many cracks in the wood.
    5. Dropping your microphone on the ground.
    6. Running over your speaker with a vehicle.
    7. Under-powering any electronic device such as a pedal or speaker.
    8. Over-powering any electronic device such as a pedal or speaker.
  3. In the event that your product is eligible for warranty repair or replacement, Quest will arrange for the return shipping of the defective item or the ordering of the replacement parts necessary to repair your product. The process of replacing or repairing products eligible for warranty can potentially take up to several weeks or months depending on the product’s availability or the availability of parts for repair.
  4. If you did not purchase the Quest Protection Plan when buying your product, any additional shipping fees or parts not covered under warranty will be the responsibility of the customer. Quest Musique is in no way responsible for the costs associated with any shipping or replacement part charges that may be billed by the manufacturer. To avoid these fees, please ask our staff about the Quest Protection Plan when making your purchase.
If you have any further questions regarding our return & warranty policies, please feel free to send an e-mail to sales@questmusique.com