Returns & Refunds

We want you to love your purchase. If something isn’t right, we’ll help.

Returns Window

You may request a return within 14 days of receiving your order.

To be eligible for a return:

  • Items must be unused and in original condition

  • Items must be returned in original packaging

  • Proof of purchase (order number) is required

Non-Returnable Items

For hygiene and safety reasons, certain items may not be returnable once opened/used, such as:

  • Guitar picks, strings, mouthpieces, earplugs (if opened/used)

  • Digital products or downloads (if applicable)

If you’re unsure, email us before returning.

How to Start a Return

Email us at sales@phoenixguitars.online with:

  • Your order number

  • The item(s) you want to return

  • Reason for return (optional but helpful)

We’ll reply with return instructions.

Return Shipping

  • Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.

  • We recommend using a tracked service. We are not responsible for items lost in return transit.

Refunds

Once we receive and inspect your return:

  • We’ll notify you of approval/rejection

  • Approved refunds are issued to your original payment method

Refund timing: banks/payment providers may take 3–10 business days to process.

Faulty or Incorrect Items

If you received a faulty item or the wrong product, contact us within 48 hours of delivery: