Return Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

You need to contact us first and all returns must be authorized and have the RMA #. 

To be eligible for a return, your item must be unused and in the same condition-new as you received it ready to resell. Original shipping and return shipping costs are not refundable and up to a 25% restocking fee may apply.

Please reuse original shipping box or any box. Do no ship in an envelope.

Several types of goods are exempt from being returned:

Piano Custom Bass Strings
Piano Strings
Piano String Covers
Piano Bass Bridge/Cap Duplication
Piano Pin Blocks/Duplication 
Grand Floor Template
Grand Legs
Imported Piano Items
Unfinished Piano Items 
Newspapers or Magazines
Sheet Music
Hazardous Materials, or Flammable Liquids or Gases
Gift cards
Special Orders
Downloadable Software Products
Any item that is returned past the 30 days window after delivery.


To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back, all returns must be authorized.

There are certain situations where only partial refunds are granted (if applicable).

Book with obvious signs of use.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)
We will send you an email to notify you that we have received your returned item.

Once your return is received and inspected by our Return Department (Monday-Friday),

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.

Late or missing refunds (if applicable)
Allow the Gemm Piano payment system 5 - 25 business days to processed.

If you still haven’t received a refund, then check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email for approval at and send your item to:

Gemm Piano Supply Company - Exchanges Department

8835 SW 107th Ave Ste 344
Miami, FL 33176-1411

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product after approval, you should mail your product to:

Gemm Piano Supply Company - Return Department 

8835 SW 107th Ave Ste 344
Miami, FL 33176-1411

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable and a restocking fee may apply. If you receive a refund, the cost of return shipping will be deducted from your refund. Please reuse original shipping box or any box. Do not ship in an envelope.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.