Refund policy

Last updated: June 25, 2026

Thank you for choosing TLY. We want our customers and dealer partners to feel confident when sourcing instruments from us. This Return & Refund Policy explains how returns, refunds, exchanges, and order issues are handled for retail orders, wholesale orders, dealer orders, and custom/private label orders.

1. Retail Orders

For standard retail orders placed directly through our website, you may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be:
- In its original condition
- Unused or only inspected in a reasonable manner
- Free from damage, scratches, dents, stains, or signs of misuse
- Returned with all original accessories, packaging, manuals, cases, bows, rosin, and included items
- Accompanied by proof of purchase

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

2. Wholesale, Dealer, School Program, and Bulk Orders

Wholesale, dealer, school program, rental program, and bulk orders are handled differently from standard retail orders.

Because these orders may involve special pricing, quantity planning, product allocation, packaging preparation, or negotiated terms, they are generally not eligible for standard retail returns unless:
- The products arrive damaged
- The products are defective
- The products received are materially different from the confirmed order
- A return has been approved in writing by TLY

For wholesale and dealer orders, return terms may be confirmed separately in the quotation, invoice, purchase order, or written agreement.

3. Custom, OEM, and Private Label Orders

Custom, OEM, and private label orders are made or prepared according to specific customer requirements. These may include custom logos, finishes, packaging, accessories, product configuration, or other customized specifications.

Custom, OEM, and private label orders are final sale and are not eligible for return or refund unless:
- The item is defective
- The item was produced incorrectly based on the confirmed written specifications
- The shipment was damaged during transit and properly reported within the required time

4. Damaged or Defective Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and provide:
- Your order number
- Clear photos or videos of the issue
- Photos of the outer packaging
- Photos of the product, label, and included accessories
- A brief description of the problem

We will review the case and may offer a replacement, repair solution, store credit, partial refund, or refund depending on the situation.

5. Non-Returnable Items

The following items are generally not eligible for return:
- Custom, OEM, or private label products
- Bulk, wholesale, or dealer orders unless approved in writing
- Used instruments with signs of wear, damage, or modification
- Products damaged by misuse, improper storage, improper humidity control, or accidental damage
- Accessories that have been opened, used, or cannot be resold
- Gift cards or final sale items
- Items returned without prior authorization

6. Return Shipping

For standard retail returns caused by customer preference, wrong selection, or no longer needing the item, the customer is responsible for return shipping costs.

For approved returns caused by product defect, incorrect shipment, or verified shipping damage, TLY will provide an appropriate solution, which may include return instructions, replacement, partial refund, or other support.

We recommend using a trackable shipping service and proper packaging when returning any instrument. TLY is not responsible for return packages lost or damaged in transit.

7. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method. Please note that processing times may vary depending on your payment provider or bank.

Original shipping charges, payment processing fees, customs duties, taxes, and handling fees may not be refundable unless required by law or confirmed otherwise in writing.

8. Exchanges

Exchanges may be available for eligible retail orders, depending on product availability.

For wholesale or dealer orders, exchanges must be reviewed and approved by TLY in writing.

9. Order Cancellation

Retail orders may be canceled before shipment. Once an order has been processed or shipped, cancellation may no longer be possible.

Wholesale, dealer, OEM, private label, and bulk orders may not be canceled once production, preparation, customization, or procurement has started, unless otherwise agreed in writing.

10. Contact Us

To request a return, refund, replacement, or order review, please contact us:

Jiangsu Weiyuzhi Import and Export Co., Ltd.
Email: tlyviolin@gmail.com
Address: Room 0310, Block 1A, Xindu Plaza, No. 8 Zhongxin Avenue West, Suzhou Industrial Park, Suzhou, Jiangsu, China