Refund policy

We have a 7-day refund policy, which means you have 7 days after receiving your item to request a refund.

To start a return, you can contact us at [email protected] or manage your orders from your account here. If your return is accepted, we’ll send you a return shipping label to print. Please box up the item in the original packaging will all original materials/accessories. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return/refund questions at [email protected].

Items must be returned in the original, as-shipped condition, including bundles/add on purchases. New items must have all original packaging and materials and have no signs of use. Items must be postmarked within 7 days of the delivery date. We will withhold a restocking fee of 20% of the purchase price if the returned item is not in its original condition or if it is returned past the 7 day return policy. If the item shows heavy signs of use the restocking fee can be greater than 20%. We reserve the right to refuse the return of any item past our return policy as well as any item not received back in original condition. Once we receive the item back and inspect it, buyers will receive a refund of the original selling price minus round-trip shipping charges (and applicable restocking fees). Items with shipping charges are in some cases a partial charge of the actual shipping costs. The full outbound/return shipping charges will be deducted from the total refund.

Finish Flaws
Some manufacturing processes can result in minor buffing marks that can be seen in certain light, and different types of wood can have varying knots and shades. We inspect all products prior to shipment for major defects that affect the look and playability of the instrument. Minor buffing marks or wood grain variations are not considered defects. Returns for this reason will be considered under our normal return policy. If we discover a defect prior to shipment we will contact you to make arrangements for either a partial discount or cancellation of the order.

Setups
Changes in temperature and humidity levels can occur during shipment, affecting the setup on an instrument ever so slightly. Setups are not guaranteed on delivery as they are a personal preference and can change during transit.
In some cases where a complimentary setup/string gauge change is done by a technician prior to shipment we withhold the right to deduct the minimum bench fee of $18.75 plus the price of the strings or any other parts used for modifications if the instrument is returned. 

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 refunded on your original payment method (minus shipping charges and fees). Please remember it can take some time for your bank or credit card company to process and post the refund too.

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

User error
Everyone's rig is different and sometimes an error can occur during usage. If an item is returned because of an issue but we are unable to replicate the issue once we receive the item back (or the issue found is part of the normal function), our standard refund policy will apply and shipping charges/processing fees will be deducted from the overall refund.

Exceptions / non-returnable items
Accessories (such as straps, tuners, metronomes, polishing cloths, etc.), single use items (such as reeds, drum sticks, strings, etc.), parts (such as pickups, nuts, saddles etc), and books are not able to be returned. Some items where the shipping charges make it not viable to accept a return are also excluded. We will accept certain exchanges in which local customers are able to bring in their unopened/unused item and exchange it for the correct item. Please get in touch if you have questions or concerns about a specific item before placing an order. 
Items that include downloadable content/software (i.e. Presonus and Universal Audio interfaces) are unable to be accepted for returns or exchanges.