Return & Refund Policy

Thank you for choosing Custom Guitar Atelier.

All instruments sold through customguitaratelier.com are made to order based on the customer’s selected specifications. Since each guitar is individually built for a specific order, our Return & Refund Policy is limited.

By completing your purchase on customguitaratelier.com, you acknowledge and agree to this Return & Refund Policy.

1. Custom-Made Products

All guitars sold on customguitaratelier.com are custom-made to order.

Because of this, custom-made guitars are generally non-returnable and non-refundable, except in the limited cases described below.

2. Items Not Eligible for Return or Refund

We do not accept returns or refunds for:

  • personalized or custom-made products
  • used items
  • items returned without prior approval
  • orders with incorrect specifications selected by the customer
  • change of mind after purchase
  • delays that are still within our stated production and shipping timeframes
  • items damaged by misuse, improper handling, improper storage, or unauthorized repair
  • issues caused by incorrect or incomplete customer-provided information
  • minor cosmetic or natural variations, including:
    • wood grain differences
    • color tone variations
    • finish variations
    • natural material characteristics
    • small handcrafted differences

These are normal characteristics of custom-made and handcrafted products and are not considered defects.

3. Customer Responsibility Before Ordering

Customers are responsible for reviewing all order details carefully before checkout, including:

  • color or finish
  • hardware options
  • custom design selections
  • shipping address
  • contact information

We are not responsible for mistakes caused by incorrect or incomplete information provided by the customer.

If you are unsure about any customization option, please contact us before placing your order.

4. Order Cancellation

You may request to cancel your order within 72 hours of purchase, only if production has not started.

If production has already started, a 50% cancellation fee may apply.

The cancellation fee is based on the order amount only and does not include shipping fees, taxes, duties, or other third-party charges.

This fee helps cover costs already incurred, including:

  • material preparation
  • labor and production work
  • customization planning
  • production scheduling
  • administrative processing
  • order-specific manufacturing costs

If a cancellation is approved, any eligible remaining balance will be refunded to the original payment method.

We reserve the right to determine whether production has already started.

5. Returns After Delivery

If you want to request a return after delivery, you must contact us within 72 hours of receiving the item.

Return requests made after 72 hours may not be accepted.

Please note:

  • return requests are not automatically approved
  • returns are only accepted in limited cases, such as confirmed manufacturing defects, shipping damage, or other approved special circumstances
  • all returns must be approved by us before the item is sent back

Unauthorized returns may be refused and may not qualify for a refund.

6. Conditions for Approved Returns

If a return is approved:

  • the customer is responsible for arranging return shipping
  • the customer is responsible for all return shipping costs, unless otherwise agreed in writing
  • the item must be returned unused, unmodified, undamaged, and in the same condition as received
  • the item must include the original packaging, accessories, and included items, if applicable
  • we recommend using a trackable and insured shipping method

We are not responsible for returned items that are lost, damaged, delayed, or mishandled during return shipping.

Original shipping fees are non-refundable unless we decide otherwise in a specific case.

7. Return Deadline After Approval

If your return request is approved, you must ship the item back within 7 days of receiving our return approval email.

Returns shipped after the 7-day return approval period may be refused and may no longer qualify for a refund.

For approved returns, the customer must provide:

  • clear photos of the item after it has been packed
  • shipping receipt or shipping documentation
  • valid tracking number

Please do not return any item without prior approval.

8. Manufacturing Defects

If your guitar arrives with a manufacturing defect, you must contact us within 72 hours of delivery.

Please provide:

  • your order number
  • a clear description of the issue
  • clear photos and/or videos showing the issue
  • photos of the shipping box and packaging materials

After review, we may offer one of the following, depending on the situation:

  • replacement
  • repair assistance
  • partial refund
  • full refund

We reserve the right to determine whether an issue qualifies as a manufacturing defect.

Minor cosmetic differences, natural wood variation, finish variation, and color differences caused by screen settings are not considered defects.

9. Shipping Damage

If your guitar arrives damaged during shipping, you must contact us within 72 hours of delivery.

Please provide:

  • your order number
  • a clear description of the damage
  • clear photos and/or videos of the item
  • photos of the shipping box and packaging materials

If shipping damage is reported:

  • keep all original packaging materials
  • do not throw away the shipping box or protective materials
  • contact us immediately

Failure to keep the original packaging may affect our ability to review or process the claim.

10. Refund Processing

If a refund is approved:

  • refunds will be issued to the original payment method
  • refund processing may take up to 10 business days, depending on your payment provider
  • original shipping fees are non-refundable unless we decide otherwise
  • return shipping costs are the responsibility of the customer unless otherwise agreed in writing

Please note that banks and payment providers may need additional time to post the refund.

11. Refusal of Claims

We reserve the right to deny any return, refund, replacement, or cancellation request in cases involving:

  • abuse of this policy
  • fraudulent claims
  • customer misuse or negligence
  • incorrect customer-provided information
  • requests that do not match the agreed product specifications
  • claims made outside the required reporting period
  • unauthorized returns

12. Contact Us

If you have any questions about this policy, or if you need help with an order, please contact us before placing your order or returning any item.

Website: https://customguitaratelier.com
Email: inquiries@customguitaratelier.com