Refund policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. If you are not happy with your order, we offer the following return and refund options.

Right of Withdrawal (EU Customers)

In accordance with EU Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, please contact us at support@guitarhub.com before the 14-day period expires.

Return Conditions

• Items must be returned in their original condition, unused and in original packaging.
• Include all accessories, manuals, and documentation that came with the product.
• Used gear sold as "pre-owned" or "used" is eligible for return only if the item does not match its described condition.

Return Process

1. Email us at support@guitarhub.com with your order number and reason for return.
2. We will provide you with a return authorisation and shipping instructions within 2 business days.
3. Ship the item back within 14 days of receiving the return authorisation.
4. Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly sent.

Refunds

Once we receive and inspect the returned item, we will process your refund within 5–10 business days. Refunds are issued to the original payment method. Shipping costs are non-refundable unless the return is due to our error.

Defective or Damaged Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or full refund at no cost to you.

Exclusions

• Custom-ordered or special-order items cannot be returned unless defective.
• Digital downloads and software licences are non-refundable once activated.
• Items showing signs of use, modification, or damage caused by the customer.