At Zedem, we offer a professional and welcoming shopping experience built on trust, peace of mind, and expertise. Our goal is to ensure that you are completely satisfied with your purchase. We support you at every step to provide a simple, transparent, and reassuring experience.

✔ Personalized service and expert advice

✔ Premium packaging and optimal protection

✔ Fast, fully insured shipping

✔ Official manufacturer’s warranty

✔ In-house warranty on used items

✔ 30-day returns and price protection

At Zedem, every order is carefully prepared with exceptional attention, tailored specifically for musical instruments.

✔ Premium packaging and reinforced protection
✔ Controlled shipping conditions
✔ Full-value insurance coverage
✔ Complete tracking and proactive communication

We ensure safe and secure delivery from dispatch to final receipt.

Read the shipping policy

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We aim to make the return process simple, transparent, and seamless. Our team is available to assist you and recommend the most suitable solution based on your situation.

Returns are accepted within 30 days of the delivery date (online orders) or the purchase date (in-store), subject to the conditions below.

To be eligible for a return, the item must:

✔ Be returned within the specified timeframe

✔ Be accompanied by the invoice or order number

✔ Be complete (accessories, manuals, packaging, etc.)

✔ Show no damage other than what was declared at the time of the request

A Return Merchandise Authorization (RMA) number is required prior to returning any online purchase.

Any package returned without prior authorization will be refused.

Return and Shipping Fees

Return shipping costs are the responsibility of the customer.
Original shipping fees are non-refundable.

If the initial order qualified for free shipping or a partial shipping allowance, the actual shipping cost will be deducted from the refund or store credit.

✔ A fully insured return shipping label is available at cost and is recommended for optimal protection. Otherwise, the customer assumes full responsibility for the return, including any loss or damage.

Exchanges, Credits, and Refunds

We prioritize simple and customer-friendly solutions.

✔ Exchange or in-store credit: No restocking fees apply to new, unopened items in their original condition.
For opened or used items, reduced fees may apply depending on condition. Please contact our team to discuss your situation.

✔ Refunds: Restocking fees apply to non-defective returns based on the condition of the item.

Restocking fees applicable to refunds

From 5%: new item, unopened packaging
Between 10% and 25%: opened and/or used item, depending on category and condition

Additional fees may apply for items showing significant signs of wear, damaged or incomplete packaging, or missing parts or accessories.

Final fees are assessed after inspection, based on the product’s condition and its ability to be resold.

For orders paid through an installment payment option, financing and/or service fees charged by the payment provider are non-refundable and remain the responsibility of the customer.

Return Procedure

To initiate a return, please contact us at orders@zedem.ca and include the following information:

✔ Order number
✔ Product in question
✔ Reason for return

Once your request has been reviewed and approved, we will provide you with detailed instructions.

Important instructions:
✔ Use the product’s original packaging
✔ Remove or cover any previous shipping labels
✔ Ensure the item is properly protected for transport

Any return sent without prior authorization may be refused.

Non-Returnable, Non-Exchangeable, and Non-Refundable Items

The following items are excluded from our return policy:

✔ Special orders (see Special Orders section)
✔ Clearance or final sale items
✔ Items that have been modified or altered
✔ Used items
✔ Software and digital downloads
✔ Gift cards

To ensure product integrity for all customers, certain items cannot be returned for hygiene, health, and safety reasons, including but not limited to:
✔ Reeds
✔ Mouthpieces and embouchures
✔ Ear tips for headphones or in-ear monitors
✔ In-ear headphones
✔ Harmonicas
✔ Strings
✔ Cleaning products, oils, and lubricants
✔ Batteries

Any request for modification or cancellation applies to orders that have already been processed by Zedem, including but not limited to:

✔ An order for which payment has been processed
✔ An order for which a tracking number has been generated
✔ An order that has been prepared or is ready for pickup (carrier or in-store)
✔ An order placed with a supplier, where cancellation is still possible

Order Modifications
We prioritize modifications whenever possible. A modification (product change, exchange, or store credit) is treated as an exchange and does not incur any restocking fees.

Order Cancellations
Any cancellation is treated as a refund and may be subject to a 5% cancellation or restocking fee, even if the package has not yet been picked up.

For orders paid through an installment payment option, financing and/or service fees charged by the payment provider are non-refundable and remain the responsibility of the customer.

Special orders refer to products sourced specifically at the customer’s request and not part of our regular inventory.

Our team supports you in confirming the product selection and ensuring it fully meets your expectations prior to final approval.

Delivery Times and Commitment

An estimated delivery timeframe is provided in advance based on supplier information. Once accepted and confirmed, the order becomes final and may no longer be cancelled or modified.

Delivery timelines are indicative and may vary due to factors beyond our control (production, shipping, customs, etc.). We provide close follow-up and keep you informed of any significant updates.

Any reasonable adjustment to the delivery timeline does not constitute grounds for cancellation.

At Zedem, you can shop with confidence: we match the best price at the time of your purchase and offer 30-day price protection.

If you find a lower price before your purchase, or if the price of an eligible product drops within 30 days after your purchase, we will refund the difference.

Eligibility Conditions
This policy applies only if:

✔ It is the same product (brand, model, specifications)
✔ The product is new and in the same condition
✔ The product is in stock and available for purchase
✔ The price is offered by Zedem or an authorized Canadian retailer

Certain exclusions may apply, including limited-time offers, clearance items, special promotions, or pricing errors.

Procedure
To submit a request, please:

✔ Provide us with a valid link to the competing offer or price drop
✔ Submit your request at the time of purchase or within 30 days thereafter

Our team will review your request and confirm eligibility, as well as issue a refund of the difference where applicable.

For any questions, please do not hesitate to contact a member of our team.

Zedem is an authorized retailer of all new product brands offered on zedem.ca and in-store. All eligible products are covered by the official manufacturer’s warranty.

Used items are backed by a 30-day in-house warranty covering functional defects not related to improper use.

Our team acts as a trusted partner, guiding you, directing you to the appropriate resources, and facilitating the process every step of the way.

✔ Contact us as soon as any issue occurs; we will assist you in evaluating the situation and take the necessary steps with you.

We reserve the right to refuse, restrict, or adjust the application of this policy in situations where behavior is deemed abusive or in bad faith, including but not limited to: