Refund policy

Return & Refund Policy for Custom Guitar Refinishes and Custom Pickguards

1. Purpose and Scope

This Return & Refund Policy governs all transactions involving custom guitar refinishing services and custom pickguard fabrication. By commissioning work, the customer acknowledges and agrees to the terms set forth herein.

2. Custom Guitar Refinishes

2.1 Non‑Refundable Services

All custom refinishing services are non‑refundable once any labour, preparation, or material procurement has commenced. Variations in colour, grain visibility, texture, or finish appearance arising from natural wood characteristics or standard finishing processes shall not constitute defects.

2.2 Cancellations

  • Cancellation requests submitted prior to the commencement of work may be eligible for a partial refund, less the cost of materials already purchased.
  • Once sanding, stripping, priming, painting, or clear‑coating has begun, the project is considered in progress and is not eligible for cancellation or refund.

2.3 Workmanship Concerns

Customers must report any alleged workmanship defects within 7 calendar days of receiving the instrument. Claims must include:

  • Photographic evidence
  • A written description of the issue

If a defect is verified, the sole remedy shall be rework or repair at no additional cost. Refunds are not provided for workmanship claims.

3. Custom Pickguards

3.1 Non‑Returnable Items

Custom pickguards are produced to customer‑specified dimensions, materials, and designs. As such, they are non‑returnable and non‑refundable except in cases of verified manufacturing error.

3.2 Fit Responsibility

Customers are responsible for providing accurate:

  • Tracings
  • Measurements
  • Model specifications
  • Approval of digital proofs (where applicable)

A remake will be issued only if the pickguard does not fit due to a cutting or production error on our part.

3.3 Shipping Damage

Damage occurring during transit must be reported within 48 hours of delivery, accompanied by photographs of the packaging and item. Verified claims will be remedied through replacement.

4. Shipping, Returns, and Liability

4.1 Return Shipping

Where a return is authorised, the customer is responsible for all return shipping costs unless the issue is confirmed to be the result of our error.

4.2 Condition of Returned Items

Any authorised return must be shipped in its original packaging and in the condition received. Items damaged due to improper installation, handling, or modification are not eligible for remedy.

4.3 Limitation of Liability

We are not liable for:

  • Damage caused by third‑party installation
  • Customer‑supplied measurements or specifications
  • Natural material variations
  • Changes in customer preference after approval

Our liability is strictly limited to the cost of repair or replacement as outlined in this policy.

5. Final Provisions

This policy may be updated periodically. The version in effect at the time of purchase shall apply. By commissioning custom work, the customer affirms acceptance of all terms contained herein.