Return / Exchange Policy

Products are warranted solely by the manufacturer. The complete warranty is included with the product and is subject to the conditions set forth by the manufacturer. J&R offers an exclusive 30-day exchange/refund policy on mail order & web purchases, and a 14 day exchange/refund policy on retail store purchases (store receipt required).
If you are not satisfied with your purchase, you may return it for exchange or refund within 30 days, subject to a Return Authorization (RA) from J&R (see conditions below).

• Defective computer software and opened pre-recorded DVDs and CDs may be exchanged for same title only.
• For health reasons, costumes, in-ear headphones and some personal care items that have been opened may only be exchanged if defective and for the same item.
• Any locking passwords on electronic items must be removed prior to return.
• TV's 37" and over have in home diagnostics and servicing during the warranty period specified by the manufacturer.
• Motherboards with bent, missing pins or any physical damage are not acceptable for return.
• Sonnos and Suunto products require calling the manufacturer prior to requesting a return with J&R.
• The serial number on any returned item must match the number printed on the manufacturers box and the number we shipped to you.
• Shipping and handling charges on non-defective returns are not refundable.

Cell phones will only be accepted for exchange, and only if there's a manufacturing defect; no returns accepted on phones that have been damaged or wet after delivery. Do not bring them to our retail stores. For returns on cell phones, you must first contact the support phone number included in the box with your phone. In the very rare event that your cell phone is damaged when you receive it, the damage must be reported within 72 hours of receipt. Any returned cell phone must include the original box with matching identification IMEI and Serial numbers.

Web and mail order purchases require an RA number. For an RA, call Customer Service at (800) 426-6027. Please note that an RA number does not guarantee final disposition and all returns are subject to inspection. All returns of non-defective products may be subject to a restocking fee, depending upon condition. All merchandise being returned for exchange or credit must be in original factory carton, including all packaging materials, inserts and manuals, warranty cards (not filled-out) and all accessories. Please do not tape or write anything on the item or the original manufacturer's carton. In some cases, we may charge you for the replacement of damaged, altered, missing, written-on or taped-on contents or cartons. We reserve the right to refuse any such items.

• All returns must be packed in an outer shipping carton with valid RA # written on the outside of the shipping carton.
• A copy of your original invoice must be included in your return package.
• Please note: our Returns Receiving Department will refuse any package that does not have a valid RA#. There are no exceptions.
• Please ship your parcel back to us Freight Prepaid. We suggest that you use UPS Ground Service "Insured". Sorry, we cannot accept COD or freight-collect shipments.

Send pre-authorized returns to:

J&R Music and Computer World
59-50 54th Ave.
Maspeth, NY 11378

Purchases made through our website or by phone may also be returned in person to our Retail Store, 1 Park Row (Door #1, basement); for pre-recorded DVDs, CDs and games, bring to their respective departments at 1 Park Row.