Refund policy

Last updated: 15/09/2026

We want every build to go well. If something is not right, contact us first at info@theguitarfabrik.com (or WhatsApp +44 7904 470746) with your order number and photos — most issues are solved without a return.

At a Glance

  • Changed your mind: 14 days after delivery to tell us, then 14 days to send the item back. Return postage at your cost. Items must be unused.
  • Missing or defective part: free replacement part; free return label if we need the part back.
  • Parcel damaged in transit: refuse it or note the damage on the delivery note, take photos, contact us.
  • Custom products and downloaded digital products: no change-of-mind cancellation. Faulty or not-as-agreed items are always covered.

1. Your Right to Cancel (Change of Mind)

1.1 If you are a consumer, you can cancel your order within 14 days after the day you (or a person you nominate) receive the goods. For an order delivered in several parcels, the 14 days start from the day you receive the last one.

1.2 To cancel, tell us clearly before the 14 days end: email info@theguitarfabrik.com, or use the cancellation form at the end of this policy. You do not need to give a reason.

1.3 Send the goods back within 14 days after telling us you are cancelling. We will send you the return address and a reference.

1.4 Return postage is at your own cost, and the goods travel at your risk until they reach us, so we recommend a tracked service.

2. Condition of Returned Items

2.1 You may handle the goods as you would in a shop to check them. Items should come back as new: no assembly, drilling, sanding, painting, finishing or other work, no marks, and in their original packaging where possible.

2.2 If an item has been used, assembled, worked or modified beyond what was necessary to check it, we may reduce the refund to reflect the loss in value, or offer a partial refund if it can be resold in our Non-Standard category.

3. Your Refund

3.1 We refund the price of the goods and the standard delivery cost you paid for them (if you cancel the whole order; we do not refund the extra cost of a faster delivery option you chose).

3.2 We refund within 14 days after we receive the goods back, or after you send us proof that you have sent them, whichever is earlier.

3.3 We refund using the payment method you used for the order.

4. Exceptions — No Change-of-mind Cancellation

  • Custom and made-to-order products: custom paint jobs and artwork, custom body shapes, guitars built or assembled for you, custom skins and decals, and any product made to your specifications, once production has started.
  • Digital products (3D models, templates, plans) once the download has started with your agreement.
  • Gift vouchers once used.

Kits configured on the Website from our standard parts are not custom products — the right to cancel applies to them.

5. Missing, Defective or Damaged Items

5.1 Missing or defective parts: once the issue is confirmed (photos help), we send replacement parts free of charge. If we need the defective part back, we send you a free return label.

5.2 Damaged in transit: when you receive your parcel, sign the delivery note. If the parcel is visibly damaged, refuse it or write the damage on the delivery note, take photos and contact us straight away, so we can claim from the carrier. Carrier claims take 7–10 working days.

5.3 Wood quality — for untouched wood only (no paint, finish or modification):

  • Defect or damage that happened in delivery: if it can easily be fixed, we help you fix it; if not, we collect the item free of charge and refund you in full.
  • Minor natural characteristics that are common in wood and do not affect use (tiny dents, a small glue spot on a veneer, open pores on a fretboard, a small humidity crack on a fretboard, an unglued nut): we help you fix them. If you still prefer to return the item, return postage is at your cost and the refund is confirmed after inspection.

5.4 Not an actual defect: sometimes a measurement or fitting question looks like a defect (for example scale length and bridge pre-drilling, or a tight neck pocket). Our technical team will guide you.

5.5 Mistakes during painting or assembly are not defects, but we will help you as much as we can.

5.6 None of this affects your legal rights if goods are faulty or not as described (see Terms of service, section 10).

6. Started Building But Wish to Return

If you have started working on your kit and no longer wish to continue, we may decline a full refund. If the parts can be resold in our Non-Standard category, we can offer a partial refund.

7. Where to Return

We confirm the exact address and reference by email before you send anything.

  • United Kingdom: our UK warehouse.
  • United States: our US returns & support address, 5497 Orange Ave., Long Beach, CA 90805, United States.
  • European Union: our warehouse in France.
  • Rest of the world: our warehouse in France. Return postage is at your cost.