Custom Goods Refund Policy

Last Updated: May 2026

At Guitarhub, every instrument is uniquely crafted to your exact specifications. Because of the highly personalized nature of our service, our refund policy strictly adheres to European Union regulations regarding custom-made goods.

1. Custom Goods Exemption (EU Law)

In accordance with Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), the standard 14-day statutory right of withdrawal (cooling-off period) does not apply to the supply of goods made to the consumer's specifications or clearly personalized.

By proceeding with your order, you acknowledge that you are purchasing a custom-made product and waive your standard right of withdrawal once production begins.

2. The Deposit Phase ($100) — Fully Refundable

When you initially submit your configuration, you are required to pay a $100 deposit. This deposit secures your place in the queue and covers the initial review of your specifications by our master luthiers.

• Refundability: This deposit is 100% refundable at any time before you pay the final invoice. If you change your mind before the final invoice is paid, simply contact us, and the deposit will be returned to your original payment method.
• Automatic Release: The deposit is held as an authorization on your card. If we are unable to fully agree on the custom order details within 7 days, the authorization hold will automatically expire and the funds will be released back to you.

3. The Production Phase — Strictly Non-Refundable

Once the final invoice is issued and paid by you, your custom configuration is officially sent to the workshop. Materials, woods, and hardware are purchased specifically for your build.

• No Cancellations: From the moment the final invoice is paid, the order cannot be cancelled, and all payments (including the initial deposit and the final payment) become strictly non-refundable.

4. Defects and Damages

We stand by the quality of the luthiers we partner with. If your instrument arrives with an objective, critical manufacturing defect or has been severely damaged in transit:

1. You must notify us within 7 days of delivery, providing clear photographic evidence.
2. Guitarhub will facilitate a resolution directly with the responsible workshop, which may include a repair, partial refund, or replacement at the workshop's discretion.
3. Exclusions: "Buyer's remorse," subjective dissatisfaction with the tonal characteristics of the wood, or minor aesthetic variations inherent to natural materials do not constitute manufacturing defects and are not valid grounds for a refund.

5. Modifications to the Refund Policy

Guitarhub reserves the right to amend this refund policy at any time. Any changes will be effective immediately upon posting to the website, as reflected by the "Last Updated" date. The refund policy in place at the exact time you pay your deposit or final invoice will govern that specific transaction.

Contact Information

If you have any questions or need to request a refund for your deposit, please contact us at support@guitarhub.dev or reach out directly to tim@guitarhub.dev.