Refund policy
Returns
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
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From 5%: new item, unopened packaging
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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