Customer Service

1. tell you how to fix the situation immediately without returning it
2. act on your behalf with the maker, and determine whether to send it back to us, or to the maker
3. refer you to a local person who can help
4. or do whatever it takes to get you happily playing fast!

1. Call us within 10 days of when you received the package to get a Return Authorization Number (RA#). Returns without an RA# displayed on the outside of each package may be refused.
2. Carefully re-pack all items in the boxes as they arrived from EVS, and insure the package for the value of its contents. Items belong to you until we confirm that the shipping company (UPS is preferred) has delivered it safely. Customer pays for return shipping. COD's are NOT accepted. Write your RA# on the shipping label. Ship promptly - the RA# expires in 9 days.
3. Upon receipt in as-new condition, including all written materials and accessories, you will receive a credit on your original method of payment for the amount paid for the item(s), less the cost of shipping. This means if we paid the cost of shipping to you ("Free shipping"), our shipping expense will be subtracted from the merchandise refund.

• If all conditions of the above Returns policy are met, the full purchase price of your item(s) will be promptly refunded, less shipping costs.
• If processing, damage and/or restocking fees are due, the refund will be for the amount of purchase less shipping costs and the fee(s).

Processing Fee (additional) -- We reserve the right to charge a 3-5% processing fee, to be deducted from a refund, if a customer has received more than 2 instrument refunds in an 18 month period. (This does not include instruments sent out on approval or authorization only.) This processing fee is not part of standard restocking or shipping cost recovery on returns, and is intended to recover the amount the bank keeps on multiple credit card refunds. Yes, they keep their percentage even when items are returned and refunded!

1. Down payment is at least 25% of the selling price, $100 minimum.
2. 90 days is maximum Layaway term. Each payment of 25% is due in 30-day installments, and shipping charges, if any, will be added to the final payment.
3. If Layaway is cancelled by customer within 30 days, we retain 10% of the deposit, $25 minimum.
4. If Layaway is cancelled by customer after 30 days, we retain 20% of all funds paid, $50 minimum.
5. After 2 months of non-payment, and non-communication as to reason for non-payment, we retain all funds and return the item to stock.
6. If after 90 days from date of Layaway final payments have not been arranged, we retain all funds and return the item to stock.

1. Up to 1 month -- 5%
2. Up to 2 months -- 7%
3. Up to 3 months -- 10%

• This warranty is non-transferable. The original purchaser must provide a copy of the original sales receipt or otherwise confirm their identity.
• This warranty covers part repair or replacement and the associated labor at EVS's discretion.
• All warranty service must be performed by an EVS technician.
• Before returning for service, a warranty return authorization number (WA#) must be obtained by phoning EVS at 866-900-8400.
• Customer will pay shipping to EVS. EVS will pay return shipping by UPS Ground in the lower 48 states.

• Instruments that have been modified or altered after original shipment from EVS.
• Instruments that have been subjected to extremes of temperature and/or humidity.
• Instruments that have been damaged due to accident, neglect or misuse.
• Shipping damages of any kind.
• Warranty claims by anyone other than the instrument's purchaser.
• Normal wear and tear including, but not limited to, serviceable parts such as strings, tuning pegs or discoloration of the finish for any reason.