Return Policy
You can return a guitar within 14 days of delivery if it is in the same condition as received: unused, unmodified and complete with all original packaging and accessories. Email us with your order number and reason for return to start the process. Once the returned item is inspected and approved, the refund goes to your original payment method.
Guitar Return Policy
At House of Guitars, we want every customer to feel confident and satisfied with their purchase. If your order is not what you expected, we are here to help. This page explains which guitars and accessories can be returned, how to start a return and how refunds work.
Return Policy at a Glance
| Topic | What applies |
|---|---|
| Return window | Within 14 days of delivery |
| Condition | Same as received: unused, unmodified, free of wear or damage |
| Return shipping | Paid by the customer, unless the item arrived damaged or incorrect |
| Refund method | Original payment method, after inspection and approval |
| Payment costs | The transaction costs of the payment method you chose are charged to you on a return and are not refunded |
| Refund processing | Allow 5 to 10 business days |
| Damaged or incorrect items | Notify us within 48 hours of delivery |
Eligibility for Returns
- Returns are accepted within 14 days of delivery.
- The item must be in the same condition as received: unused, unmodified, and free of wear or damage.
- All original packaging, accessories, certificates, hangtags and case candy must be included.
- Custom orders, special runs, pre-orders, discounted items, and items marked final sale are not eligible for return.
Returning a Guitar
Due to the nature of musical instruments:
- Guitars must show no signs of playing wear, pick scratches, buckle rash, or altered setup.
- Any guitar returned with damage, visible use or modifications may be refused or subject to a restocking fee.
A practical tip: when you unpack your guitar, keep every piece of the original packaging, the case and all paperwork together in one place. That makes it much easier to return the guitar complete and in the condition we require.
How to Return a Guitar: Step by Step
- Contact us via email at info@houseofguitars.eu with your order number and reason for return.
- Our team will review your request and provide return authorization and instructions.
- Ship the product back using a fully insured, trackable service. The customer is responsible for return shipping costs unless the item arrived damaged or incorrect.
Pack the guitar securely and keep your tracking details until the refund has been completed.
Refunds
- Once the returned item is inspected and approved, refunds are issued to the original payment method.
- Please allow 5 to 10 business days for processing.
- Shipping costs are non-refundable, except in cases of store error or damaged delivery.
- The transaction costs of the payment method you chose are charged to you on a return and are never refunded.
Damaged or Incorrect Items
If your order arrives damaged or incorrect:
- Notify us within 48 hours of delivery.
- Provide photos of the packaging and item.
- We will arrange a replacement or refund at no additional cost.
Cancellations
- Orders may be cancelled before shipment for a full refund, unless the item was custom ordered for you.
- Once shipped, the standard return process applies.
Contact
For any questions regarding returns, exchanges, or product issues, reach out to our support team: info@houseofguitars.eu
FAQ
How long do I have to return a guitar?
Returns are accepted within 14 days of delivery. The guitar must be in the same condition as received, with all original packaging and accessories.
Who pays for return shipping?
The customer pays for return shipping, unless the item arrived damaged or incorrect. Returns must be sent with a fully insured, trackable service.
How long does a refund take?
Once the returned item has been inspected and approved, the refund is issued to your original payment method. Please allow 5 to 10 business days for processing.
Can I return a discounted or pre-ordered guitar?
No. Custom orders, special runs, pre-orders, discounted items and items marked final sale are not eligible for return.
Can I cancel an order after placing it?
Yes, you can cancel before shipment for a full refund, unless the item was custom ordered for you. Once the order has shipped, the standard return process applies.