Shipping & Returns
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We want you to be happy with your purchase from Replay Guitar Exchange. We make every effort to provide the best merchandise available to suit the needs of the discriminating player. We realize, however, that some items, for whatever reason, may not suit the purposes for which they were purchased. We are happy to provide refunds, credit or exchanges on our merchandise, subject to the following policy.
NEW ITEMS: Returnable within 14 days of delivery.
USED: Returnable within 7 days of delivery.
VINTAGE ITEMS: Returnable within 48 hours of delivery.
General Terms: Items must be returned in original, as-shipped condition with all original packaging and no signs of use. Buyer assumes responsibility for all return shipping costs unless the item was not received as described.
Refunds: Buyer receives a full refund in their original payment method less any shipping charges.
Returns - General
At Replay Guitar Exchange, we offer a 14-day return period on new items (7-days on used) from the time you receive it. Items may be returned for refund. Items must be in original, new condition with all materials, paperwork and accessories intact. Items that are worn, or are not in new / resalable condition, or if the manufacturer's packaging/box is destroyed, or not in reusable condition, may be deducted up to a maximum of 35% at our discretion. Items that are abused, broken, or damaged may not be returned (this does not apply to shipping damage claims, defective, or malfunctioned / warranty items). In the event an item is returned for the same model for reasons of defect or damage, and the like item is unable to ship due to back order after 30 days, the 10% restocking fee shall be waived. Occasionally we may offer a discount on an item (or free item) based on other items purchased. In such a situation, all items must be returned together, or such discounts shall be deducted from any partial return credit or refund.
Return Policy - Shipping
Shipping fees and return shipping costs are not refundable or reimbursed for any reason. On occasion we might offer free shipping on an order. If a free shipping order is returned, normal shipping rates will be deducted from refund. If you receive an item that you feel is defective, you may return it for inspection. If upon inspection it is deemed defective, a replacement will be shipped free of charge to you via UPS ground (48 lower US states only). We do not "pick up", "call tag", or pay for return shipping costs. That is an assumed risk of mail order. Please see "Shipping" for information on damaged in transit, or incorrect items received.
Return Policy - Product Specifications
Product specifications & features are subject to change without notice. Photographs are typically of the actual guitar. For the most current specifications, please check with the manufacturer's web site or call ahead first. Often if a photograph is not available of a certain color, then a file photo of the same model will be used of a different color. The description and stock code will determine the color, not the photo. Please note that colors can be affected and even altered by your monitor and its settings. There will likely be some variance in color due to the many variables of viewing photos online. We are not responsible for manufacturer changes in products specifications.
Return Policy - Product Playability / Action / Setup
Musical Instruments (i.e. guitars) are made of wood, and are subject acclimation (changes in climate). Setup, playability, and "action" are subject to change by the very nature that the climate, temperature, humidity, and other factors change when the instrument is taken from one environment to another. Guitars can and often do require adjustment upon arrival. When the neck of a guitar dries out, it pulls back and can buzz, or when it is more humid it can relax the wood and the neck can pull forward and the strings can be too high. Also if a guitar is tuned, but not to a proper "A 440" with a tuner and is pitched too low, it can buzz as well. We make no guarantee either express or implied as to the playability of an instrument that is not adjusted locally to your climate. We will gladly assist you over the phone with any advice on adjustment, but cannot make return policy exceptions based on playability which is subjective. Guitars do need adjustment periodically, especially when being purchased mail order.
Return Policy - Exclusions (non-returnable items)
Unfortunately, some items may not be returned and the sale is final. Please choose carefully before buying these items. Custom built instruments, clearance items, special order items, guitar strings, polish chemicals or care products, guitar pickups, stomp boxes, tuners or parts are not returnable or refundable. On occasion we may post an item on an auction site. Any item purchased that is initiated through an auction site are final and not returnable.
To Return an Item
Please have your receipt handy and call 813-254-8880 or Contact Us . Our manager will process the request for return authorization. Upon receiving your authorization, package your item securely, and ship it back to us via the carrier of your choice. Remember you are the shipper and it is your responsibility to properly package and insure the item. If an Item is damaged in transit back to us, we cannot accept it for return. It will be up to you to file a damage claim with the shipper you contracted. If an item arrives without authorization, delivery will not be accepted. Allow 2 weeks (from delivery at our location) for returns to be inspected, restocked, and processed for refund. Refunds can take up to 7 days for it to show up on your credit card once processed.
Additional Terms and Conditions
Customer shall be responsible for his or her own actions in using this web site or purchasing from Replay Guitar Exchange. In the event of a NSF, fraudulent, or closed account check, or any instance where the customer disputes any credit card charges for purchases where delivery was made, customer shall be responsible for all collections costs, attorneys’ fees, court costs, and any and all costs associated with collection. In the event an order is placed, and then shipment is refused or order is cancelled prior to shipment, customer shall be responsible for 10% restocking fee plus a $10.00 fee, plus the UPS published rate for delivery and for return to us. Any customer issuing a bad check, or accepting a shipment, and then disputes the credit card charges with their issuing bank will be immediately turned over to our third party collection agency and incur additional fees. Customer agrees by placing an order either over the phone or electronically to all terms, policies, and conditions contained within this web site. The transfer of ownership occurs at the time Replay Music Exchange hands the goods off to the carrier for transport. After such time, the customer is entitled to our return policy and all manufacturers warranties. The customer shall release and indemnify Replay Guitar Exchange LLC, its agents, affiliates, employees, and suppliers from any and all liability including but not limited to: Delayed shipment, delayed delivery, back order, malfunction, defective, damages, injury or death from abuse or misuse, or statements of specifications or usability or estimations on shipment or delivery time or date.