Our Goal: “Your total satisfaction”
…after all, that’s why we are here, for you!
In order to achieve that goal, we must have a policy so there is a mutual and common understanding. This all seems common sense to us, but the corporate types advised us to list it below anyway. Easy enough.
Regarding our really easy shipping process for new guitars: We ship to you ground service for free and if you don’t care for the guitar you ship it back. Easy & no hassle. Depending where you live the guitar(s) usually arrive in one to three days. You can upgrade to a faster service and most folks do. All tracking information is emailed to you along with tracking updates along the way. If you return the guitar, no problem, you pay for the round trip of shipping and insurance. Pretty fair right…
“Acoustic Showroom” 24 hour Policy: (if you think you’ll need more time just ask when ordering, no problem)
All guitars shipped come with a 24-hour approval period. This is a great 24 hours to spend some quality time with your new guitar. After the 24-hour approval period, all sales are considered complete. If the guitar needs to be shipped back to us please call during this 24 hour trial for authorization and we’ll even help you arrange shipping and insurance at preferred rates.
Our guitars are cared for extremely well and no one wants to buy a high-end guitar that is blemished; therefore, dings, scratches and wear to guitar and the finish during this trial period, including any “tinkering or adjustments” will result in the sale being considered complete. After the guitar is received, inspected, and determined by Redwood Acoustics to be in the same condition as when it was shipped, you have a choice of an exchange for a different guitar or a full refund which will be processed immediately and without delay if you notify us within the 24 hour trial period, less shipping and insurance costs to ship the instrument to you. Please call/email us within the 24 hour period for a Return Authorization.
If any guitar being returned has slight pick marks then the buffing/repair costs will be charged to the refund. Again, please be careful with the guitar when in trial period. Here is the good news: To date only one guitar has come back with a problem/issue, we thank everyone for being so careful. We really do have cool and respectful customers and I enjoy treating them as well as they have treated me and the shop. Thanks again everyone!
If a Credit Card was used in the purchase, a 1-2% re-stocking fee will be charged and deducted from the refund to cover our restocking fee expenses when dealing with the various merchant companies. This fee may be less so please feel free to discuss. Paying via check or wire eliminates the chargecard re-stocking fee. We want your entire process of trying out and purchasing an acoustic guitar to be fun and the very least cost to you.
Orders placed require a non-refundable deposit. The amount of the deposit will be agreed upon during the time the order is being put together and placed. Once placed, the order is confirmed and can’t be cancelled with the luthier, our shop is then committed to fulfilling full payment to builder and taking possession of the guitar once completed. For this reason, if the customer cancels the order at any time and for any reason the deposit is forfeited.
If you would like to discuss any of these policies regarding your specific order please just call us. We are very fair and flexible to your individual and specific needs and preferences. We are here to serve you!
International purchases are considered complete and final at the time of shipment because of border, custom and duty issues. For International purchases there are no returns or refunds ever allowed. International purchasers are responsible for custom clearance in their own country and import fees associated with the acoustic guitar shipment/import. Make sure you have insurance within your own country to cover the guitar for potential damage or customs issues while in transit. Coverage may be available from the carrier at your cost, please ask about pricing. We ship internationally frequently and we know what we are doing, have confidence in us.
Thank you and I look forward to helping you select the perfect guitar.
Tom DircksTHIS LIMITED WARRANTY IS THE SOLE AND EXCLUSIVE WARRANTY PROVIDED BY REDWOOD ACOUSTICS, SUBJECT TO ANY EXPRESS WRITTEN LIMITED WARRANTY PROVIDED BY THE MANUFACTURER. REDWOOD ACOUSTICS HEREBY EXPRESSLY DISCLAIMS AND NEGATES ANY REPRESENTATION OR WARRANTY, EXPRESSED OR IMPLIED, RELATING TO THE CONDITION OF ANY PRODUCTS PURCHASED FROM REDWOOD ACOUSTICS (INCLUDING WITHOUT LIMITATION ANY IMPLIED OR EXPRESSED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR CONFORMITY TO MODELS OR SAMPLES OF MATERIALS) EXCEPT FOR THE FOREGOING EXPRESS LIMITED WARRANTY.