What are your order cancellation/substitution/reprint/refund/warranty policies

Help - Pricing and Purchasing

December 31, 2016

Order Cancellations:

HeadBuilder orders (customer uploaded artwork or images purchased through our online catalog) go into production *immediately,* so a cancellation fee of 15% applies to HeadBuilder orders cancelled four hours after purchase since our artists have taken the time to properly format your artwork by that time.  Artwork (including any images purchased on your behalf) and design fees are non-refundable.  If the head has already been printed but NOT ported, a flat $25 cancellation fee will apply.  If the head has already been printed AND ported, cancellations are not possible and the head will ship as-ordered.

Leave The Work To Us orders (where a mockup is included as part of the approval process) may be cancelled and a full refund issued up to the point that you receive a mockup of your drum head via e-mail.  Once you receive a mockup, a cancellation fee of 15% would apply since our artists have taken the time to manually format your artwork.  Again, artwork (including any images purchased on your behalf) and any additional design fees are non-refundable.  If the head has already been printed but NOT ported, a $25 cancellation fee will apply.  If the head has already been printed AND ported, cancellations are not possible and the head will ship as-ordered.

In either case, shipping is obviously refunded as well.

Substitutions:

On rare occasions, DrumART may need to make minor order substitutions based on product availability to fulfill orders in a timely manner.  This includes things like head type, port size, port color, etc.  That said, we will not make major changes (Evans head to Aquarian head, KickPort to standard port protector, etc.) without prior consent.  Any changes that would result in a decrease in price will have the difference refunded to the customer.

Reprints:

As listed above, HeadBuilder orders often go into production almost immediately upon order receipt, so changes made to a design *after* printing but *before* the head is modified (ports/port protectors, etc.) or shipped are subject to a $25 reprinting fee.  Change requests received after a head has been modified or shipped are not eligible for reprinting and will be shipped as ordered. 

Refunds:

At DrumART.com, we take your satisfaction VERY seriously. If you are not completely happy with your DrumART.com purchase, you can return it within 14 days of your receipt of the head or removable logo (as tracked by FedEx or USPS Delivery Confirmation) for a refund of your purchase price less a 25% labor charge (to cover the time spent formatting your artwork and printing your head). Artwork, design, port protector and shipping fees are non-refundable.

Mis-ordered heads (wrong size, wrong type, etc.) that are not our error are NOT returnable for a refund.  Please contact us in these cases and we may offer a one-time "oops" discount on a reorder.

Warranty:

In addition, our heads and removable logos come with a one year warranty in materials and workmanship. If within one year from the date of purchase your DrumART.com custom bass drum head or removable logo fails as a result of a material or workmanship issue, just contact us. We'll do what we can to make it right for you.  Unfortunately, this does NOT cover clumsy soundmen, leaving them in a hot car, in the sun, rain, snow, etc.  It also does not cover unprotected port holes.  We ALWAYS recommend installing port protection rings since the port hole is most succeptable to premature head failure when heads are improperly or unevenly tuned.

The bottom line is that we're not only committed to producing top-quality custom bass drum heads and removable logos, we also stand behind our product 100 percent!

 

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