Refund policy

General Returns

We have a 30-day return policy for eligible products other than Blackburn instruments, which means you have 30 days after receiving your item to request a return. Blackburn instruments have a 14-day return window, as described below. The exclusions below continue to apply. Nothing in this policy limits your statutory rights, including rights relating to faulty, damaged, or incorrectly supplied goods. Where applicable law provides different rights, it takes precedence over our return conditions, restocking fees, exclusions, and refund timelines.

For returns under our voluntary policy, items other than Blackburn instruments must be in the same condition that you received them, unworn or unused, with tags, and in their original packaging. Blackburn instruments must meet the like-new condition requirements below. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@pickettblackburn.com. Please note that returns will need to be sent to the following address: 

Pickett Brass
308 North Ashland Ave
Lexington, KY 40502 USA

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@pickettblackburn.com.

Blackburn instrument returns

To request a return of an eligible Blackburn instrument, contact us within 14 days after delivery. This 14-day window replaces the general 30-day window for Blackburn instruments. The instrument must be returned in like-new condition, free from damage or signs of wear, with its original packaging and tags. Please include your receipt or proof of purchase. A 10% restocking fee, calculated on the instrument’s purchase price, applies to approved returns under this voluntary policy. Contact us before sending the instrument back and follow the return instructions provided. The existing non-returnable exclusions below continue to apply, subject to your statutory rights.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Where EU statutory withdrawal rights apply, you may cancel an eligible purchase, including an eligible Blackburn instrument, without giving a reason by notifying us within 14 days after delivery. Email info@pickettblackburn.com or send another clear statement of withdrawal. Prior approval is not required. Send the goods back within 14 days after notifying us.

No 10% restocking fee applies to statutory withdrawals. You may inspect goods as you would in a shop; where legally permitted, you are responsible only for diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. Unused condition, attached tags, and original packaging are not absolute conditions of this right.

We will reimburse payments, including standard outbound delivery costs, without undue delay and within 14 days after your withdrawal notice, using the original payment method unless otherwise agreed. Unless we offer to collect the goods, we may withhold reimbursement until we receive them or evidence of return shipment, whichever occurs first. This statutory timing takes precedence over the Refunds section below.

Our non-returnable categories do not automatically exclude statutory withdrawal rights. Legal exceptions apply only where their requirements are met, such as goods made to your specifications or clearly personalized; a sale item or a standard product made after ordering is not automatically exempt. Other mandatory consumer rights remain unaffected.

Visit http://pickettblackburn.com/account to initiate

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@pickettblackburn.com.

Under our voluntary return policy, all mouthpieces, backbores, leadpipes, and tuning slides are subject to a 10% per piece restocking fee. Eligible Blackburn instrument returns are subject to the 10% restocking fee described above. These fees do not apply to EU statutory withdrawals or where prohibited by applicable law.

Valve Oil products (Valve Oil and Gel), outlet items, "made-to-order" mouthpiece models, acrylic tops, silver-plated leadpipes, custom design products, and gold plated items are NOT returnable.