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Exchange & Return Policy

Customers can exchange/return any products if they meet the following conditions:

  • Customers can exchange/return a product within 7 days from the date you receive the product (based on delivery documents).
  • The product to be exchanged/returned must remain in the same condition as received with no damage caused by the customer.
  • The product must remain in its original packaging with complete accessories. In the case of any missing accessories, the customer will be charged based on the value of the missing item.

We will exchange/return the product under the following conditions:

  • The product is damaged due to manufacturing defects (ex: cracked, broken necks; open seams that let lights through; chipped varnish in big pieces…)
  • The wrong model, color, or size of the product was sent.
  • The product or product packaging is damaged during delivery.

NOTE

  • After 7 days from the date of receipt, we reserve the right to reject the customer's exchange/return request.
  • Other defects such as buzzing strings, damaged bracing system on the top or back, or exterior scratches, will be evaluated according to our Warranty and Repair Policy
  • The product can be exchanged in the next order or in a method negotiated and agreed on by both parties.

How to return the product

  • If you want to exchange or return a product, please contact us via the platform where the product is ordered or via our Facebook fan page.
  • For the products that you want to exchange or return, please carefully pack the product in its original packaging and condition as you received the product to prevent breakage during delivery.

Product quality assessment

The product exchange/return process will begin after the company has successfully assessed the quality of the returned product based on the visual documentation provided by the customer (photos and videos). This quality assessment process may take approximately 1-5 business days from when the exchange/refund request is made.

Exchange/return fees

The customer will not be charged for the exchange/return process for damaged/incorrect products based on the conditions mentioned in Term 1. If the product you received is incorrect or damaged, the company will issue a refund or replace the damaged/incorrect product without any additional cost.

New product replacement

  • As soon as we receive your product back, we will evaluate the product and check the quality of your return. The process will take approximately 1-5 business days from when the company receives the return of the product.
  • After the approval of the replacement, the new product will be delivered to you in your next order or in a method negotiated and agreed on by both parties.

Refund Policy

  • In the event that the company cannot find a replacement for the original product that you have ordered, the company will refund the full amount of the order to the customer.
  • In the case of requesting a refund due to broken or damaged products during transportation, the company reserves the right to evaluate and exchange a new product in place of a refund.
  • In the case of a refund, you will be required to submit the following documents:
  • A copy of your Business License
  • A copy of Bank Statement (Bank account holder must match the name provided in the order)
  • A signed/stamped refund request by a representative
  • We reserve the right to change any condition or request any additional supporting documents without prior notice.
  • A refund application will be processed within 7-14 business days from the day the customer receives a refund confirmation email. We will notify the customer of the refund total and the date of receipt of the refund through email.
  • The amount refunded will be transferred to the customer's bank account within 30 working days after the refund application has been successfully processed. Please note, depending on the bank's policy, the customer may receive their refund in the next billing cycle.