Refund policy

Return Policy

Unused, unopened merchandise in its original condition may be returned or exchanged within 30 days of delivery. Gift recipients are eligible for exchange or store credit only. Shipping and handling charges are non-refundable, except where required by law. Proof of purchase is required for all returns and exchanges.

Certain items may be final sale and are not eligible for return or exchange, including digital products, downloadable products, gift cards, personalized or custom items, and any sealed audio, video or software product that has been opened. Additional exclusions may apply where noted on the product page or at the time of purchase.

Online Purchases

To request a return for merchandise purchased online, please access your order from your order status page or customer account and submit a return request through our online returns system. Once your request is submitted, the Symphony Store will review the request and may approve or decline it based on this policy.

If your return is approved, return instructions and a prepaid return shipping label will be provided electronically. Original shipping and handling charges are non-refundable, except where required by law.

Refunds, when applicable, will be issued to the original form of payment after the returned merchandise has been received and inspected. Banking institutions may require additional time to process and post refunds to your account.

In-Store Returns of Online Purchases

Merchandise purchased online may be returned in-store; however, refunds for online purchases may not be issued immediately at the register. If your return is accepted, you will receive an emailed receipt once the refund has been processed, typically within 3-5 business days.

In-Store Purchases

Merchandise purchased in-store may be returned or exchanged in-store within 30 days of purchase, provided the merchandise is unused, unopened and in its original condition. A receipt is required.

EU Right of Withdrawal

For customers in the European Union, online purchases may be subject to a 14-day right of withdrawal. This means that you may cancel your purchase within 14 days of receiving your order without providing a reason. If your order is delivered in multiple shipments, the withdrawal period begins when the final item in the order is delivered.

To exercise your right of withdrawal, you may use the electronic withdrawal or return function provided through your order status page or customer account, or you may contact us at store@chicagosymphony.org with a clear statement of your decision to withdraw. You must return the merchandise within 14 days after notifying us of your decision to withdraw.

For EU right-of-withdrawal returns, we will refund the purchase price and the cost of standard outbound delivery, if applicable. We are not required to refund any additional cost for upgraded or expedited shipping. You are responsible for the direct cost of returning the merchandise unless the item is damaged, defective, incorrect or we have agreed otherwise. We may withhold the refund until we have received the returned merchandise or until you provide proof that the merchandise has been returned.

The right of withdrawal may not apply to certain products, including sealed audio, video or software products that have been opened; digital content once download or access has begun with your consent; personalized or custom products, and other items excluded by applicable law.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective or incorrect, please submit a return request or contact us at store@chicagosymphony.org as soon as possible. If the return is approved, the Symphony Store will provide return instructions and will cover reasonable return shipping costs.

The Symphony Store reserves the right to deny a return or refund if the merchandise does not meet the requirements of this policy, except where otherwise required by law. The Symphony Store reserves the right to modify this policy at any time, but changes will not affect rights that apply to purchases already made.

For questions regarding our return policy, please email store@chicagosymphony.org.