Shopping Policies and Guarantees

Quality Assurance

Few Instruments Are Ready to be Sold Right out of the Box

Cosmo Music Quality Assurance
Cosmo Music's Quality Assurance Tag

In spite of all the precautions taken by manufacturers, few instruments are ready to be sold right out of the box

You can take peace of mind knowing that every stringed, brass and woodwind instrument has been unboxed, set-up and tested by one of our in-house professionally trained technicians.

This is a timely process that is not undertaken by our competitors, and how we are able to guarantee excellent playing condition. Also included in this assurance is a complimentary in-store instrument check-up within 1-year of purchase.

Cosmo Music Quality Control: The QA Process

From the time an instrument is manufactured and the time it arrives at our store, it may well have travelled half way around the world and been several months since it was born. Although manufacturers do take this into account by packaging appropriately, there are still issues of temperature, humidity and handling which require attention once the instrument arrives at its destination.

The reality is most retailers only open up the box and put the product on display… this is far from adequate!

From the moment your instrument arrives at our warehouse every effort is taken to ensure you are getting a quality product in perfect playing condition. At our receiving dock, boxes are examined for any signs of damage, and either refused or opened for an initial inspection. We are not shy about returning any instrument at this point if it has been compromised in any way between the factory and our store. Once the instrument is received into our system it is staged to go through the repair shop to be examined by a qualified repair technician.

Included in the preparation are the following (where appropriate) and action taken to remedy if necessary.

Stringed Instruments

Cosmo Music's Quality Assurance: Acoustic Guitars

Cosmo Music's Quality Assurance: Electric Guitars

  1. Tune to pitch
  2. Play to test that action meets factory specifications; listen and feel for any buzzing, intonation issues or uncomfortable playability
  3. Feel for sharp fret edges
  4. Inspect finish
  5. Confirm all electronics, pots and switches function appropriately
  6. Confirm all mechanical operations work properly including whammy bars, fine tuners and built in tuners
  7. Inspect construction
  8. Inspect condition of the strings
  9. If powered by a battery, confirm it is at full strength
  10. Humidify if necessary
  11. Technician signs the tag to confirm that all details have been completed

Wind Instruments

  1. Unpack instrument removing all corks used to stabilize keys during shipment
  2. Leave the instrument to allow the pads to "relax"
  3. A visual inspection is done to ensure the finish is at factory standards
  4. Lubricate corks with factory approved grease
  5. Check and adjust the fit of components to ensure a firm, but not excessive pressure is needed to assemble; out of the box many corks are too tight and the player could easily cause damage to parts by having to apply too much pressure
  6. Inspect the key action
  7. Check pad coverage and adjust where necessary
  8. Check all key combinations for proper adjustment
  9. Play-test each instrument throughout its entire range to confirm all adjustments are correct
  10. All instruments are played with the technicians' own mouthpiece or head joint, unless it is not appropriate (in the case in which the mouthpiece or headjoint is unique to the instrument, they are thoroughly cleaned after play-testing)
  11. The case is checked for proper fit
  12. Factory supplied accessories are inspected to ensure all are present
  13. Large saxophone keys may be refitted with shipping corks to increase stability for transit
  14. The instrument is repacked as it was received
  15. Technician signs the tag to confirm that all details have been completed

Brass Instruments

  1. Unpack the instrument and inspect the finish to ensure it is at factory specifications
  2. Lubricate valves and slides with factory approved lubricants
  3. Play-test with technicians' own mouthpiece to confirm everything is functioning at factory specifications
  4. Factory supplied accessories are inspected to ensure all are present
  5. The case is checked for proper fit
  6. The instrument is repacked as it was received
  7. Technician signs the tag to confirm that all details have been completed

Best Price Guarantee

Cosmo Music will match the selling price of any product from any Canadian retailer that has that item in-stock, up until 30 days after purchase. See details note 1 and Returns & Exchanges for further details.

100% Satisfaction Guarantee

Cosmo Music will exchange or return for full refund items purchased within 30 days if in un-used new condition and in original packaging. Original receipt is required. See details note 2 and Returns & Exchanges for further details.

Returns & Exchanges

Shipping your Return back to the Cosmo Music Store

Before shipping items back to Cosmo Music, request a Return Merchandise Authorization (RMA) number. Simply log-in to your Cosmo Music account, choose your order, choose return and submit the request. It will take approximately 2 business days before an RMA is issued to you; follow the directions provided. Packages returned without an RMA number may be refused.

All returned items must be in the same condition as when you purchased it, in original packaging, with all manuals and warranty card. Returns should show no signs of wear or abuse otherwise the return will either be refused or subject to a minimum 15% restocking fee (restocking fee rate at Cosmo Music's sole and arbitrary discretion). See note 2 for further details.

The same credit card used to make the purchase will be credited with the refund. The credit will be made within 5 to 7 business days of us receiving and verifying the returned merchandise. Shipping and handling charges are non-refundable; however, we will gladly refund your original shipping cost if you are returning an item because of an error on our part or we have determined that the product is defective.

Items purchased online but picked up in a store can only be returned to the Cosmo Music store. Bring with you the original sales receipt provided at the time of the pickup.

Bring in your Return to the Cosmo Music Store

Simply bring the item(s) you wish to return in its original condition along with your receipt or packing slip that came with the order within 30 days of the shipment date. The shipment date of your order can be found on your packing slip. Please note a refund cannot be provided immediately; your items will be forwarded to the appropriate staff to be reviewed then the refund will be processed by our accounts department. See note 2 for further details.

Return Exception Alert

Return Exceptions

Mouthpieces, open packages of reeds, harmonicas, software, headphones, ear plugs, microphones, DJ Stylus and cartridges, fog fluid, cleaning products, opened strings, amplifier tubes, print music, books, CD's and videos, custom orders and limited edition items may not be returned under any circumstances. Returns may not be available on specially ordered products or products not in stock at time of order. Our return policy does not apply to items purchased through auction or services including rentals, repairs or lessons. See note 2 for further details.

Return Exception Alert

Protection of Artist's Copyrighted Works

Cosmo Music upholds Canadian and International Copyright Laws to protect the rights of artists that make music. Copyright Law prohibits reproduction by means of photocopying, handwriting, printing or taking photographic images of copyrighted printed materials. In support of those who create and publish copyrighted works, there are absolutely no refunds or exchanges on printed music. Once print music has been purchased it is considered used and cannot be re-sold.


Cosmo Music offers a layaway program for those who want to secure the hold of a desired item and/or make monthly installments when a complete upfront payment cannot be made. Cosmo Music retains the item on hold and only releases the item once payment in full is received or the payment plan is complete. This is a great way to make sure the item you desire remains in the store and out of the hands of other adoring fans!


  • The minimum down payment/deposit required to place an item on layaway is 20% (minimum does not apply to print music).
  • The maximum length of time available to pay the full balance outstanding on the item purchased is 60 days. After 60 days has expired the item will be returned to regular stock and sold. Once expired, the deposit is either forfeited or a reimbursement can be requested for the total amount paid less a 20% restocking fee.
  • Returns of layaways can be made within 30 days of the original layaway down payment (the date of original sale invoice). After 30 days a 20% re-stocking fee will apply to all returns. All returned layaways will be refunded by mailed cheque.


Cosmo Music will gladly place items on hold for you if you just can’t make it here on time; we’ll leave them on hold for up to 2 days.


  • Items may be placed on hold for a maximum of 48 hours. After the 48 hour time frame has lapsed the item will be returned to regular stock and may be sold.
  • Sale priced items or items on a sale day MAY NOT be placed on hold.

Special Orders

Cosmo Music’s huge purchasing power allows us to buy almost anything you can imagine (provided we are a licenced dealer of the product) and we’ve even created a quick and easy process to make it as effortless as possible! Once items arrive, you will be contacted by your salesperson to come and pick it up or even arrange to have it shipped. Easy as 1-2-3!


  • The minimum down payment/deposit is required to place an item on special order is 20% (minimum does not apply to print music). If the item is a "custom order" (customized for the individual) and/or is not easily sellable if returned, 50% down payment is required and is non-refundable.
  • Special Order requires a 20% refundable down payment
  • Custom Order requires a 50% non-refundable down payment
  • The maximum length of time that a special ordered item will be held once it arrives is 30 days. After 30 days has expired the item will be returned to regular stock and sold or returned to the supplier. After the hold period has expired deposits may be used towards the purchase of another product, or the same product if still in stock.
  • Regular return privileges apply (see regular return policy) unless the item is a "custom order" ("custom order" products are not returnable).

We Always Sell New Items Unless Stated Otherwise

We follow common practices in the music retail industry in that we often open original packing sent from our manufacturers and suppliers. This is the case because our technicians need to set up and test for Quality Assurance or because items are produced in limited numbers and may be set up for display purposes. When we ship orders we re-pack in the original packaging when possible. Items that have been refurbished or were returns go through our inspections and will be clearly indicated. Our 100% Satisfaction Guarantee ensures that you are satisfied with every purchase.

Event or Special Sale Pricing

Sale prices for items sold during event or special sale days or promotions are available on the published sale dates and for in-stock items only unless otherwise noted and excludes all Cosmo Music services such as Rentals, Repairs, Lessons, consignment items, price matches, taxes, shipping charges and gift cards. Special offers or sale prices cannot be combined with teacher or student discounts, other coupons, promotions or offers. Cosmo Music reserves the right to refuse refunds, returns or exchanges during sale dates in order to reduce customer wait times.

Best Price Guarantee policy remains in effect for items purchased on or before sale dates but is only applicable to products that are in-stock and have a published, specifically marked down price. Scratch and save or other “Game of Chance” discounts that apply to a complete purchase at point of check-out as well as complete product category specials (ie. All “Cosmo Brand” stands on sale for 10% off) or BOGO (Buy-One-Get-One) promotions do not qualify for price match or best price guarantee. Best Price Guarantee does not apply to advertising errors or misprints.

Holiday Gift Receipts

Gift receipt valid for exchange or store credit only. Christmas Gift Returns for purchases made between October 25th to December 10th will have an extended return privilege until January 9th of the new year.

Fixing Errors or Misprints

We do our best to provide you with up-to-date and accurate information. In the event that an error does occur, Cosmo Music reserves the right to correct or cancel an order at any time and/or edit an order to reflect the correction.

Prices and availability are subject to change without notice. Errors will be corrected as quickly as possible once discovered. Cosmo Music reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted, whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Cosmo Music will issue a credit to your credit card account in the amount of the charge.

While we do our best to ensure the accuracy and completeness of product information, it is always a good idea to refer to the manufacturer’s website for complete product details.

Event Tickets

Cosmo Music: Cosmopolitan Music Hall Event TicketFor ticketed Cosmopolitan Music Hall events (including performances, clinics, masterclasses and recitals) the purchase confirmation email is the ticket to the event; print and present this email on the day of the event to be admitted.

  • Do not select a Purolator or Canada Post shipping method during checkout, ensure the free Pick Up in Store option is selected
  • A confirmation email will be sent to you after purchasing
  • Print and present this email on the day of the event to be admitted
  • Event Tickets are final sale, no refunds, exchanges or store credit allowed

Accessibility Standards for Customer Service

Cosmo Music adheres to and fully supports the Accessibility for Ontarians with Disabilities Act, 2005. The Cosmo Music Accessibility Standards for Customer Service Policy is available upon request.


1. Cosmo Music reserves the right to verify the prospective competitor's pricing. Due to manufacturer restrictions, some products are excluded from this guarantee. Items must be regularly sold or available for sale by Cosmo Music. Competitors' in-stock items must be factory-sealed new product and do not include; demo models, factory seconds, sale items, discontinued merchandise or floor samples. Does not apply to advertising errors or misprints, special educational prices, mail order offers, rebates, coupons, free or bonus offers, minimum quantity or limited time offers, close-outs, liquidations, clearances, financing or other special offers. Cosmo Music will match combined or multiple offers at its sole discretion. Does not apply to items purchased through auction or services including but not limited to rentals, repairs or lessons.

2. Purchases made by credit or debit card must be returned on the card of original purchase. Purchases made using a credit on account or gift card will be refunded back to the same. Refunds are made for product purchase price only and exclude all shipping and handling or delivery charges. All repair or service costs required to put items into original condition as when purchased will be deducted from the refund. All returned items must be in the original packaging complete with warranty card and owner's manual, and must show no signs of wear or abuse; otherwise the return will either be refused or subject to a minimum 15% restocking fee (restocking fee rate at Cosmo Music's sole and arbitrary discretion).