Refund and Returns Policy - Custom Guitar Atelier | Boutique Luthier & Custom Builds

At Custom Guitar Atelier, we are committed to providing clear policies that protect both our customers and the craftsmanship that goes into every instrument. Please review this Refund & Returns Policy carefully before placing your order.

1. General Policy

Because we offer both custom-built instruments and stock models, return, cancellation, and refund eligibility depends on the type of product ordered.

By placing an order with Custom Guitar Atelier, you acknowledge and agree to the terms outlined in this policy.

2. Custom Shop Orders

All Custom Shop orders are made to order according to customer-selected or customer-requested specifications.

Because of the personalized nature of these instruments:

Custom Shop orders are generally non-cancellable
Custom Shop orders are generally non-returnable
Custom Shop orders are generally non-refundable

Limited exceptions may apply at our sole discretion or where required by law.

Once production, sourcing, design preparation, customization, or related work has begun, we reserve the right to deny cancellation or refund requests.

3. Stock Model Orders

For non-custom orders or stock models, cancellation and return requests may be accepted subject to the conditions below.

Cancellations

Eligible stock model orders may be cancelled before shipment, subject to a 5% cancellation fee.

If the order has already shipped, it may no longer be eligible for cancellation and will instead be treated under the return process, if applicable.

4. Return Authorization Requirements

Returns are accepted only for eligible non-custom products and must be approved in advance.

To request a return, you must obtain a Return Merchandise Authorization (RMA) Number within seven (7) business days of receiving the product.

Returns submitted without prior authorization may be refused.

To request return authorization, please contact:

admin@customguitaratelier.com

5. Return Eligibility Conditions

To qualify for an approved return, the item must:

be a non-custom eligible product
be requested within the return window
be returned in like-new condition
include all original packaging, accessories, documentation, and included items
not show signs of misuse, abuse, modification, damage, or excessive wear

Custom Guitar Atelier reserves the right to inspect all returned items before approving any refund.

6. Return Shipping Responsibility

Customers are responsible for all return shipping charges, unless:

the wrong merchandise was shipped, or
the merchandise arrived damaged due to shipping

We strongly recommend using a tracked and insured shipping service such as EMS, UPS, FedEx, or USPS.

Custom Guitar Atelier is not responsible for lost, delayed, or damaged return shipments.

7. Restocking Fees

Approved returns may be subject to the following restocking fees:

5% for U.S. customers
6.5% for international customers

A higher restocking fee may apply if the returned merchandise is not in like-new condition, is missing original materials, or requires additional inspection, cleaning, repair, or repackaging.

8. Non-Refundable Charges

The following charges are non-refundable:

original shipping charges
return shipping charges
modification charges
labor charges
custom setup fees
pickup swaps
wiring modifications
special-order parts
any other custom work or services performed on the instrument

These charges reflect labor, materials, and services that cannot be reversed once performed.

9. Condition of Returned Merchandise

Returned merchandise must be properly packed and protected using the original packing materials.

If you need help repackaging a return, please contact us before shipping and we can provide step-by-step guidance.

Important

If a returned instrument is damaged due to insufficient or improper repackaging, your refund may be reduced accordingly, or the item may be returned to you
If a returned instrument is damaged due to carrier mishandling, your refund amount will not be affected, provided the return was properly packed

All returned items are subject to inspection upon arrival.

10. Items Not Eligible for Refund or Replacement

The following are not eligible for refund or replacement:

Custom Shop orders, except where expressly approved
items that have been misused or abused
items damaged after delivery due to customer handling
items altered or modified after receipt
items returned without authorization
returns received outside the approved return window, unless otherwise agreed in writing

11. Customer Content, Custom Designs, and Intellectual Property

For custom orders, customers may submit designs, logos, text, images, graphics, or other materials (“Customer Content”) for use in production.

By submitting Customer Content, you represent and agree that:

You own or control all necessary rights, licenses, permissions, and authorizations to use and submit the content
Your Customer Content does not infringe any copyright, trademark, trade dress, patent, or other intellectual property right
Your content does not violate any law, regulation, or third-party right

Custom Guitar Atelier does not verify ownership or legality of Customer Content and is not responsible for doing so.

12. Prohibited Designs and Refund Discretion

We reserve the right to refuse, reject, pause, or cancel any order that includes content we believe may be unauthorized, infringing, misleading, offensive, or legally sensitive, including but not limited to:

trademarked names or logos
copyrighted artwork without authorization
celebrity likenesses or signatures
branded artwork or protected visual elements
any content that may expose Custom Guitar Atelier to legal disputes or liability

If prohibited content is identified, the order may be cancelled. Any refund, whether full or partial, will be issued at our sole discretion depending on the stage of the order and any work already performed.

13. Customer Responsibility and Liability

Customers are solely responsible for all Customer Content submitted with an order.

By placing an order, you agree to defend, indemnify, and hold harmless Custom Guitar Atelier, its owners, affiliates, employees, contractors, agents, and representatives from and against any claims, damages, liabilities, losses, costs, or expenses, including reasonable legal fees, arising out of or related to:

any Customer Content you submit
any alleged or actual infringement of intellectual property rights
any unauthorized use of protected materials
any legal dispute related to your submitted content or requested design

You accept full legal responsibility for the content you provide.

14. Design Interpretation and Product Variation

We make reasonable efforts to produce custom instruments as accurately as possible based on the specifications and materials provided.

However, by placing an order, you acknowledge and accept that:

wood grain, figuring, color, finish, and texture naturally vary
actual product appearance may differ from mockups, digital renderings, or reference images
hardware or component substitutions may occasionally be necessary
minor adjustments may be made to ensure manufacturability, structural integrity, quality, or consistency

These variations are a normal part of custom craftsmanship and shall not be considered defects or grounds for refund.

15. Refund Method

Approved refunds will be issued using the same payment method used for the original purchase, unless otherwise required by law or technically unavailable.

Refund timing may vary depending on the payment provider, bank, or card issuer.

16. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, please contact us so we can review and attempt to resolve the issue directly.

Initiating a chargeback without prior communication may result in:

delay in resolution
submission of order records, communications, images, and policies to the payment provider
refusal of future orders
account review or purchasing restrictions

We are committed to resolving concerns fairly and promptly whenever possible.