Exchange Policy

Effective Date: 1st November, 2026

Last Updated: 1st November, 2026

At Timber Timbre Music Supplies, we operate a strict Exchange Only (只換不退) policy. We do not provide cash, credit card, Airwallex, or FPS refunds for any purchases, customer sizing errors, or change of mind.

All sales of pre-owned gear are final. Exchanges are restricted to eligible brand-new, unopened items within 7 days of receipt, subject to the conditions outlined below.

1. 7-Day Exchange Window (Brand-New Items Only)

You must notify us within 7 days of receiving your parcel (based on courier delivery timestamp) to request an exchange.

  • Exchange Only: Eligible items may only be exchanged for other in-stock merchandise. We do not offer cash refunds or store credits.
  • Price Differences:
    • If the exchange item is of higher value, you must pay the difference prior to dispatch.
    • If the exchange item is of lower value, the remaining balance is forfeited and will not be refunded or credited.

2. Condition Requirements for Exchange

To qualify for an exchange, brand-new items must be:

  • Completely unused, unplayed, and in original factory condition.
  • In their original, unopened packaging with all factory shrink-wrap, seals, blister packs, and tags completely intact.
  • Supported by a valid order number or proof of purchase from shop.timbertimbremusic.com or timbertimbremusic.com.

Any item showing evidence of opening, tampering, handling, or use will be immediately rejected and returned at the customer’s expense.

3. Pre-Owned & Vintage Mouthpieces (Strictly Final Sale)

Due to the delicate nature of mouthpiece tip rails, facings, and tables—which are susceptible to immediate wear, teeth marks, or ligature scratches during play testing—all pre-owned and vintage mouthpieces are sold “As-Is” and are strictly Final Sale.

  • No Exchanges or Trials: We do not offer exchanges, returns, or trial periods on used mouthpieces for tonal preference, tip opening incompatibility, or playing comfort.
  • Condition & Sanitization: All pre-owned mouthpieces are thoroughly inspected, described, photographed, and hygienically disinfected prior to dispatch. Please review listing descriptions and photos carefully prior to ordering.

4. Non-Exchangeable Items (Hygiene Restrictions)

Under health and hygiene standards, the following products are strictly non-exchangeable once dispatched, regardless of circumstance:

  • Saxophone Reeds: Any box of cane or synthetic reeds with broken outer film or seals, or any individual reed removed from its protective sleeve.
  • Mouthpieces & Ligatures: Any brand-new mouthpiece that has been unsealed, blown into, or placed on a neck cork.
  • Cleaning & Maintenance Items: Opened pull-through swabs, pad savers, neck cleaners, and cork grease.
  • Clearance / Sale Items: Any item designated as clearance, discounted, or custom-ordered.

(Note: Natural cane reeds vary naturally in grain, color, and density. Inherent cane variations between individual reeds do not constitute a defect and cannot be exchanged.)

5. Damaged, Defective, or Incorrect Deliveries

In accordance with the Sale of Goods Ordinance (Cap. 26) of Hong Kong, if you receive an objectively defective brand-new item, an item damaged in transit, or the wrong item:

  1. Contact us within 48 hours of delivery at mail@timbertimbremusic.com.
  2. Provide your order number, an explanation of the issue, and clear photos/videos showing the defect or delivery error alongside the shipping carton.
  3. Upon inspection and verification, we will arrange a direct 1-to-1 identical replacement at our expense.
  4. If an identical replacement is permanently out of stock, you may select an alternative product of equivalent value. Only in cases where an acceptable replacement cannot be provided will a payment reversal be issued.

6. Return Shipping & Logistics (SF Express)

  • Customer Responsibility: For all standard exchanges (e.g., customer ordered the wrong size or strength), the customer must pay all associated round-trip shipping costs (shipping the original item back, and shipping the replacement item out). Original delivery charges are non-refundable.
  • Courier Method: Exchanges must be sent via SF Express (順豐速運) or another registered, trackable courier service.
  • No Freight-Collect (拒絕到付): Parcels sent via “Freight Collect” (到付) or returned without an official Return Merchandise Authorization (RMA) will be rejected.

Return Shipping Address:

Timber Timbre Music Supplies

Unit 6L, Wang Kwong Industrial Building

45 Hung To Road, Kwun Tong, Kowloon, Hong Kong

Recipient Phone: +852 9212 6082

7. Step-by-Step Exchange Procedure

  1. Request Authorization: Email mail@timbertimbremusic.com with your order number, the item you wish to return, and the replacement item you want. Attach clear photos showing the unopened factory seals.
  2. Authorization Code: Once reviewed, our team will issue an RMA confirmation.
  3. Dispatch Package: Ship the securely packaged item within 3 business days of authorization and email us the tracking number.
  4. Inspection & Dispatch: Once the package is received and verified at our Kwun Tong facility, we will confirm any required top-up payment and ship your replacement within 3 to 5 business days.

8. Contact Information

For questions regarding product compatibility, tip openings, or reed strengths prior to ordering:

Timber Timbre Music Supplies

Email: mail@timbertimbremusic.com

Phone / WhatsApp: +852 9212 6082