Thank you for shopping at dcustomguitar.com.
All of our guitars are custom-made to order based on each customer’s selected specifications. Because every instrument is individually produced, customized, and prepared specifically for each order, please read this Return & Refund Policy carefully before placing your order.
By placing an order on dcustomguitar.com, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
1. Custom-Made & Non-Returnable Products
All guitars sold on dcustomguitar.com are custom-made to order based on the specifications selected or provided by the customer.
Due to the custom-made nature of our products, certain items and situations are not eligible for return or refund.
We do not accept returns or refunds for:
- Personalized products
- Used items
- Items returned without prior approval
- Incorrect selections or specifications provided by the customer
- Change of mind after purchase
- Delays within the stated production and shipping timeframe
- Items damaged due to misuse, improper handling, improper storage, or unauthorized repair
- Issues caused by incorrect or incomplete customer-provided information
- Minor cosmetic variations, including but not limited to:
- Wood grain differences
- Color tone variations
- Finish differences
- Natural material characteristics
- Small handcrafted differences
These variations are a normal part of handcrafted and custom-made products and are not considered defects.
2. Order Review Before Purchase
Customers are responsible for carefully reviewing all order details before completing checkout, including but not limited to:
- Color or finish
- Hardware options
- Custom design selections
- Shipping address
- Contact information
We are not responsible for errors caused by incorrect or incomplete information provided by the customer.
If you are unsure about any customization option, we strongly recommend contacting us before placing your order.
3. Order Cancellation
You may request to cancel your order within 72 hours of purchase, provided that production has not yet started.
If production has already started within the 72-hour period, cancellation may still be subject to the 50% cancellation fee. This may include material sourcing, production scheduling, customization planning, labor allocation, and other order-specific preparation.
Once production has started, cancellation is generally not available without a cancellation fee.
If a customer requests to cancel an order after production has started, a cancellation fee equal to 50% of the order amount will be charged.
NOTE: 50% of the order amount, excluding shipping fees, taxes, duties, or other third-party charges.
This fee covers costs already incurred, including but not limited to:
- Material preparation
- Labor and production work
- Customization planning
- Production scheduling
- Administrative processing
- Order-specific manufacturing costs
If the cancellation request is approved, the remaining eligible balance will be refunded to the original payment method.
We reserve the right to determine whether production has already started.
4. Returns After Delivery & Return Shipping Responsibility
If you wish to request a return after receiving your order, you must contact us within 72 hours of delivery.
Return requests submitted after 72 hours of delivery may not be accepted.
Please note that submitting a return request does not guarantee approval. Any return approval is granted at our sole discretion and only under exceptional circumstances, such as confirmed damage, defect, or another approved special case.
If a return is approved after delivery:
- Original shipping fees are non-refundable and may only be refunded at our discretion on a case-by-case basis.
- The customer is responsible for arranging return shipping
- The customer is responsible for all return shipping costs
- The item must be returned unused, unmodified, undamaged, and in the same condition as received
- The item must be returned with its 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 improperly handled during return transit
Returns must be approved by us before the item is shipped back. Unauthorized returns may be refused and may not qualify for a refund.
Please contact us before returning any item.
5. Return Window After Approval
If a return request is approved, the customer must ship the item back within 7 days of receiving the return approval email.
Returns shipped after the 7-day approval window may be refused and may no longer be eligible for a refund.
To ensure the return is processed properly, the customer must:
- Return the item in unused, unmodified, and original condition
- Include all original packaging, accessories, and included items
- Provide clear photos of the item after it has been properly packed for return shipment
- Provide the shipping receipt or shipping documentation after the return package has been sent
- Provide a valid tracking number for the return shipment
- Use a trackable and insured shipping method
- Be responsible for all return shipping costs unless otherwise agreed in writing
Please do not send any item back without prior approval. Unauthorized returns may be refused and will not be eligible for a refund.
We are not responsible for returned items that are lost, damaged, delayed, or improperly handled during return transit. A refund will only be processed after the returned item has been received and inspected.
6. Manufacturing Defective Items
If your guitar arrives has 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 problem
- Photos of the shipping box and packaging materials
After reviewing the issue, we may offer one of the following solutions depending on the situation:
- Replacement
- Repair assistance
- Partial refund
- Full refund, if applicable
We reserve the right to determine whether an issue qualifies as a manufacturing defect.
Minor cosmetic differences, natural wood variation, color differences caused by screen display settings, and normal handcrafted variations are not considered defects.
7. Shipping Damage
If your guitar arrives has a Shipping damage , 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 problem
- Photos of the shipping box and packaging materials
If your item is damaged during shipping:
- Keep all original packaging materials
- Do not discard the shipping box or protective materials
- Contact us immediately with clear photos and/or videos
- Provide any information needed for the shipping damage review process
We will review the case and may work with the shipping carrier to determine the appropriate resolution.
Failure to keep the original packaging may affect the ability to process a shipping damage claim.
8. Refund Processing
If a refund is approved:
- Refunds will be issued to the original payment method
- Processing time is typically up to 10 business days, depending on your payment provider
- Original shipping fees are non-refundable and may only be refunded at our discretion on a case-by-case basis.
- Return shipping costs are the responsibility of the customer unless otherwise agreed in writing
Please note that your bank, card issuer, or payment provider may require additional time to post the refund to your account.
9. Refusal of Unreasonable Claims
We reserve the right to deny refund, return, replacement, or cancellation requests in cases involving:
- Abuse of this policy
- Fraudulent claims
- Customer misuse or negligence
- Issues caused by incorrect customer-provided information
- Requests inconsistent with the agreed product specifications
- Claims made outside the required reporting period
- Unauthorized returns
10. Contact Us
If you have any questions about this policy or need assistance with an order, please contact us before placing your order or returning any item.
- Website: https://dcustomguitar.com/contact-us/
- Email: support@dcustomguitar.com