Refund policy

REFUND AND RETURN POLICY

1. RETURNS & REFUNDS

1.1. We want you to be completely satisfied with your Order. Subject to certain exceptions described below, if you are not satisfied for any reason, we will gladly accept the return of the Product within 14 days of receipt, at your expense. To return an item to us, please follow our returns procedure described below.

1.2. All Products must be returned to us in unused and new condition, with all original packaging used for transport and the Product, protective materials and labels in the appropriate places.

1.3. We will refuse any return if the Product shows signs of handling other than those necessary to establish the nature, characteristics and functioning of the Product, or if it has been used or modified in any way from its original condition, or if the period mentioned above and in paragraph 1.1 has passed.

1.4. Personalised, bespoke, non-stock and specially ordered Products requested by the customer are regarded as final sales and may not be returned for exchange or refund.
Products subject to a sale price, specific discount or any other exceptional price reduction may not be returned and are regarded as final sales.

Products that, before being handed over or dispatched, have been subject to a modification, adaptation, technical preparation, installation or setup requested or approved by the customer are governed by Article 3.6 of these Terms.

Given the nature of musical instruments, these procedures are individually tailored according to the instrument, the customer’s instructions, their playing style, tuning, selected string gauge or intended use.

Where such a procedure has the effect of making, configuring, modifying or adapting the Product according to the customer’s specifications, in particular where it alters the Product’s original condition, technical parameters or commercial configuration, involves the adjustment or replacement of a part, requires a further procedure in order to restore the previous condition, or results in depreciation, the Product is excluded from the right of withdrawal in accordance with Article L.221-28, 3° of the French Consumer Code.

The customer may therefore not request the return, exchange or refund of a Product on the grounds that the modification, technical preparation or setup they requested or approved is ultimately no longer required or no longer corresponds to their preferences, subject to any lack of conformity or incorrect performance of the procedure compared with the approved written instructions.

Return shipping costs shall be borne by the customer. Where delivery was free of charge, whether as part of a commercial gesture or a specific delivery service such as express or Saturday delivery, the original outbound shipping costs shall be borne by the customer and deducted from the refund amount, unless otherwise agreed with our customer service department.

Amounts deducted following your return:
- €19 for shipments weighing up to 1 kg within the EU (€25 for Greece, Cyprus and Eastern European countries).
- €35 for shipments weighing between 1 and 5 kg within the EU (€55 for Greece, Cyprus and Eastern European countries).
- €75 for shipments weighing between 5 and 20 kg within the EU (€95 for Greece, Cyprus and Eastern European countries).

1.5. In order to return a product(s), you must obtain an RMA number. Without this number, your return will not be accepted.

1.6. The return is made from the country where the Product was delivered.

1.7. To return a Product to us, please follow our return procedure below:

- You must contact Guitars Rebellion by calling +33(0)1 45 86 49 80 or by sending an e-mail to info.grebellion [a] me.com, within 14 days of receiving the Product. You can also visit the following link to submit your request: https://account.guitarsrebellion.com
- Our team will then ask you a few questions to make an initial assessment of the situation, taking into account the return conditions described in this article 1.
- Provided that this initial assessment confirms that the return conditions appear to be met, our team will ask you to contact the carrier of your choice (excluding La Poste) to organize your return (return at your expense).
- You hand over the Product to your carrier, who will deliver it to us.
- You will receive an email confirming receipt of the returned Product by Guitars Rebellion,
- Guitars Rebellion will check the condition of the Product and, provided that the conditions set out in paragraph 1.3 are met, will refund you the full price minus the shipping costs, see paragraph 1.4.

1.8 We will refund the price paid for the Product using our preferred payment method, unless another method has been expressly agreed. Guitars Rebellion does not cover the cost of returning the Product. We will refund you as soon as we receive the returned Product.

1.9 Please note that products shipped outside the European Union do not benefit from this return policy. Due to customs barriers and the application of French VAT on imports from a foreign territory, we cannot accept product returns, except for one of the following reasons: breakage, defective product.

1.10 Please note that no order cancellation or refund request will be accepted if you choose to use a payment method offered by our partner Alma: payment in installments in 2, 3, 4, 10, or 12 payments, or Pay Later.